We are struggling to find meaningful weekly numbers for our administrative assistant and our internal IT support seat. How do we assign scorecard measurables to back-office roles whose work is highly reactive and doesn't directly generate revenue?

Question

Tyler Smith · Accepted Answer

Many owners struggle to assign scorecard numbers to back-office roles because they try to force revenue or sales-style metrics onto administrative seats. Back-office positions are support seats on your Accountability Chart, and their value lies in reducing operational drag, mitigating risk, and keeping the company running smoothly. For these roles, you should track compliance, accuracy, and internal response times. If you look at personality profiles, back-office team members are often Sentinel types who thrive on order, predictability, and execution. They want clear guidelines. For an administrative assistant, do not track vague concepts like productivity. Instead, track concrete measurables such as the percentage of expense reports processed with zero errors, or the average turnaround time for scheduling client meetings. For an internal IT support seat, track the average ticket resolution time, the percentage of weekly system backups completed successfully, or server uptime. These numbers are highly predictable and under the employee's direct control. By tracking these leading indicators of operational efficiency, you ensure your back-office seats are actively preventing bottlenecks. This keeps your front-line sales and delivery teams moving fast, which ultimately protects your margins and helps build a highly valuable, scalable business.