I understand how to track sales calls or production metrics, but I am struggling to find weekly leading indicators for our administrative and operations support seats. What are the best weekly measurables for a back-office seat like HR or office management?

Question

Tyler Smith · Accepted Answer

Every seat on your Accountability Chart must have at least one weekly measurable, including your back-office and administrative roles. To find the right weekly leading indicators, look at the core roles and responsibilities of the seat as defined by your GWC™.

If the seat is responsible for HR, do not track lagging metrics like hires made. Instead, track leading activities such as:
- Days to present qualified candidates to hiring managers
- Percentage of open positions with active pipelines
- Weekly training hours completed

If the seat is office management or administrative support, track:
- Expense reports processed within forty-eight hours
- Office inventory levels kept above minimum thresholds
- Client support messages routed within two hours

For an executive assistant seat, you could measure calendar conflicts resolved or weekly preparation materials delivered forty-eight hours before executive meetings.

The key is to measure the activity that, when done consistently, ensures the seat is functioning perfectly. Avoid tracking subjective measures. Ask yourself what daily or weekly activities prevent friction for the rest of the team. Once you identify these activity-based numbers, put them on the Scorecard and assign single-point accountability to the person in that seat.