We want to hold our Executive Assistant and Office Manager accountable on the weekly scorecard, but their work is highly reactive and unstructured. What are some real, leading activity-based metrics for this seat?

Question

Tyler Smith · Accepted Answer

Many owners believe that support and administrative seats cannot be measured on a weekly scorecard because their days are filled with unpredictable requests. This is a mistake. Every seat on the Accountability Chart must have measurable outcomes, or you cannot objectively evaluate their performance.

For an Executive Assistant or Office Manager, you need to look at the outcomes they are responsible for maintaining. Instead of trying to measure every small task, focus on the critical processes they own.

A great metric for an Executive Assistant is the percentage of calendar conflicts resolved within twenty-four hours, or the number of hours of prep time delivered to the executive before major meetings. You can also track the timeliness of expense report submissions or inbox zero status at the end of each Friday.

For an Office Manager, look at facility and supply metrics. You can track the weekly office supply spend against budget, or the number of facility maintenance issues resolved within forty-eight hours of being reported.

These metrics are objective, activity-based, and easy to track. They shift the conversation from how busy the person feels to how effectively they are keeping the executive and the office running smoothly. If they get, want, and have the capacity for the seat, they will appreciate having a clear standard of success.