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Performance Metrics

Performance Metrics – Remote worker

Overall performance metrics for a telework program are subjective. It’s not “one size fits all”. Each organization should define their own metrics by which they determine the program’s success. Going back to their business case, the metrics should become self evident. How was the program initiated? (top down? Bottom up?) What were the deciding factors in establishing a program in the first place?  How has the company and its business changed, improved or faltered as a result of the program? Are assumptions and definitions specified for what constitutes satisfactory performance or a milestone? In order to link outcomes and deliverables to your organizational goals, go back to your “drivers”:

  • Real estate savings
  • Overall cost avoidances and resource optimization
  • Business continuity/ disaster preparedness plans
  • Employee satisfaction & turnover/ quality/ attraction/ absenteeism
  • Workforce benefits
  • Environmental concerns

While assessing the drivers, the key elements of the performance metrics should also consider:

  • Product/ Performance Quality
  • Employee Productivity
  • Cycle Time Reduction
  • Meeting Commitments
  • Customer Satisfaction
  • Return on Investment