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Business performance management system

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  • #34240

    indresh
    Participant

    Dear all,
    We are in the process of framing a Business performance management system for our organization ( a mobile service provider).
    Trying to link departmental processes and sub processes with key business goals like employee sat, customer sat etc.
    needed help to link HR specific processes and sub processes which can be measured and have an effect on employee sat or customer sat (indirect fashion), similar for finance as a function
    some of the ways in which we have tried to link HR processes are as follows
    – turn around time for recruiting people at various levels
    – salary and reimbursement errors
    – man hours of training or per employee hrs of training in a quater etc.
    ideas even out of the box are welcome
    rgds,
    indresh
     

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    #94085

    SSS
    Member

    Dear Indresh,
    Not sure I understand your question correctly. Here are my two cents, however assuming that you want to link the perfomance metric to its process.
    1) map out the process, identify performance measures throughout the process, DPMO’s, sigma levels and TPY %. e.g. map out the hiring process.
    2) Identify the primary metric of the process and how it is tracked. e.g. 28 business days from posting to acceptance.
    3) Identify how each performance measure of your process affects the primary metric. Map it out, so you can identify the root cause or the % of variation that explains specific changes in your primary metric.
    To get to this point, you definitely need to use statistics to identify your Y (primary metric) as a function of X’s (all the performance measures affecting the Y). e.g. 28 days = function of (posting time, resume view time, selection final candidates, approval process, employment offer, acceptance).
    Hope this helps.

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    #94095

    indresh
    Participant

    Hi!
    thanks buddy perhaps if you can send me your email id will forwrd the drill downs already done so that you can have a look at them and then perhaps you would be in a better position to help me further with your expertise
    rgds,
    indresh

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    #94096

    Helper
    Participant

    A good place to begin is with those critical factors which drive employee satisfaction from the employees perspective.  Those critical factors that you identify which can be influenced by hr processes are your focus. 
    1.  Conduct an internal VOE, or voice of the employee assessment. 
    2.  Determine those factors that affect employeee well being, satisfaction and motivation – those that can be influenced by HR processes and efforts.
    3.  Develop informal assessment methods and metrics for those factors.
    4.  Tailor those metrics and measurs for the diverse jobs and functions in the work place.
    5.  Relate traditional indicators like turnover, absenteeism, grievances and productivity to employee satisfaction.
    6.  DMAIC.
    Hope this helps……

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    #94110

    SSS
    Member

    Hi Indresh.
    Sure, pls e-mail me at [email protected]. Look forward to speaking with you.
    Best of luck,
     

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    #94145

    zuzar
    Member

    You might want to try the PCMM model, which helps and defining the HR processes

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    #94155

    Broomfield
    Participant

    Indresh:
    Please forward me also you’re drill downs at:  [email protected].
    Thanks, Alan
     
     

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    #94197

    Samir Talwar
    Member

    Hi Indresh,
    apart from the process metrics mentioned the following will be of some improtance.
    1. Feedback from exit interviews – This can actually throw a lot of data on our recruitment and employees stay during the course of his stay in the organization. This is like churn analysis which can help in improving rest of HR processes.
    2. In recruitment process – there could be a detailed requirement sheet and compare scores by an evaluating function (and not the line manager) and see suitability of candidate. This is the single most critical process which can make or mar any organization.
    3. Training effectiveness scores – everbody talks a lot about it but rarely gets deployed effectively to link with c-sat or e-sat.
    4. No of job enrichments and enlargements.
    payroll process though critical has become a basic requirement I don’t think it has any significant impact on e-sat.
    I hope it will give some direction to your thought process.
    Regards
    Samir
     
     

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    #94198

    indresh
    Participant

    Thanks Samir, Alan, SSS, Zujar and helper,
    have worked on your inputs. Linkages can be found though validation beocomes an issue. anyways cannot send you the data worked on till now though will update you all with whatever is the final outcome
     

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    #94245

    Jaybalan
    Participant

    To Indresh,
     
    Can u pl send me the drill down u are talking abt.
     
    Jaybalan

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    #94274

    indresh
    Participant

    send across your email id to [email protected]
    rgds

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    #96255

    spm
    Member

    Indresh,
    you bring up a huge area of discussion.  It may be best to look at this in the reverse manner.  Once you can identify the variables that make your employees more productive, you’ll find the byproducts to be those of higher retention, faster recruiting, higher productivity, shorter training times, more contentment with salary/etc., better safety, profitability, etc.  Let me know if you have any questions.  I can help identify these for you.
    Steve

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