We want to bring our operations support and administrative seats into the EOS process, but we are struggling to find meaningful weekly leading indicators for our administrative assistant and office manager seats. What specific measurables can we put on their Scorecards?

Question

Tyler Smith · Accepted Answer

Every seat on your Accountability Chart must have at least one weekly measurable that they own. For back-office, administrative, or operations support seats, leaders often struggle because these roles seem to have highly reactive, non-standard tasks. However, you can easily find meaningful leading indicators by focusing on accuracy, speed of execution, or internal client satisfaction.

For an administrative assistant, appropriate weekly metrics might include things like keeping office supply expenses within a specific budget, scheduling executive meetings within 24 hours of request, or completing expense reports on time.

For an office manager or operations support seat, you could track the number of IT tickets resolved, the percentage of client files updated correctly, or the weekly compliance rate for digital asset organization.

The key is to identify the critical output of their seat. Ask yourself what happens when this person does a terrible job. If their failure causes bills to be paid late, then invoice processing turnaround is their metric. If their failure leads to messy files, then a weekly file audit score is their metric. Once they own a clear, objective number, they will feel more connected to the company success and gain a much better understanding of how their daily work impacts the bottom line.