We are struggling to define meaningful weekly scorecard metrics for our back-office seats like HR and IT support. How do we measure these administrative roles without tracking meaningless activity metrics?

Question

Tyler Smith · Accepted Answer

Owners often struggle with back-office seats because administrative work feels qualitative rather than quantitative. The secret is to stop looking for complex formulas and focus on the two main functions of any support seat: speed and quality.

For an HR seat, do not track general employee satisfaction. Track leading indicators of recruiting and retention. This includes metrics like days to fill open positions, percent of performance reviews completed on time, or weekly HR support ticket response time. If you run a high growth company, onboarding completion rate is a vital weekly number to monitor.

For an IT support seat, focus on system availability and response times. Good options include critical systems uptime percentage, open support tickets older than forty-eight hours, or average ticket resolution time.

The test for any back-office metric is whether the person in that seat has GWC™ for the number. They must understand it, want it, and have the capacity to deliver it. Keep it simple. Start with just one or two numbers that measure their output. If they are in the correct seat on the Accountability Chart, they will appreciate having a clear, objective scorecard that defines what winning looks like in their role every single week.