We are struggling to find leading indicators for our administrative and HR seats on the Scorecard, so we keep reverting to lagging compliance metrics. How do we design meaningful weekly numbers for non-revenue roles?

Question

Tyler Smith · Accepted Answer

It is easy to find leading indicators for sales or production, but setting weekly Scorecard metrics for administrative and HR seats can feel incredibly difficult. Many teams default to lagging compliance goals, such as payroll completed, which does not help you spot operational issues before they impact the business.

To find true leading indicators for administrative roles, look at the activity that guarantees a smooth operational workflow. For an HR seat, instead of tracking a lagging metric like employee turnover, track leading activities. This could be the number of open position applicants reviewed within 48 hours, or the percentage of weekly check-ins completed by managers.

For an administrative or office manager seat, look at the inputs that keep the office running efficiently. You might track the number of IT support tickets resolved within 24 hours, or the weekly accuracy rate of invoice data entry.

Every metric on your Scorecard must be a number you can track weekly, and it must have a clear, measurable target. If an administrative metric is consistently on track, it should give you complete confidence that the department is running smoothly. Work backward from the major outcomes you expect from these seats, and identify the weekly activities that make those outcomes inevitable.