Metrics Provide Trainees with Direction
Last month I discussed the importance of training your verification staff using a plan and passion. This month’s tip is the fourth excerpt from my Denver NAPBS 2014 presentation called “Managing a Verification Department“.
As a sailor, knowing my position on a chart tells me where I am on the vast ocean. Being a trainee in a new job is similar. Am I where I am supposed to be and, if not, in what direction should I head to get there? As the trainer, it is your job to provide the metrics that will tell trainees their position and direction.
A Working Metrics Model
- Benchmark the number of orders a dedicated verifier needs to complete each day to meet your revenue per person targets. Example:
- Labor cost per day, one verifier = $120
- Revenue per order = $10
- Revenue target per person 4 x cost = $480
- Target number of orders for that person to complete = 48 per day, 6 per hour.
- Divide the individual’s completes by his or her same period of payroll hours to derive completes per hour (c/hr.).
- Devise a progressive, achievable set of minimum c/hr goals a trainee needs to achieve week by week before benefits kick in.
- Compare actual c/hr. to the goal and calculate the difference (delta) between the two each week.
- Display weekly results side-by-side (day-by-day or week-by-week) to show trending.
Focus Where Focus Counts!
Because labor is your largest expense in the verification business, you should concentrate on making your manual verification process as efficient as possible. If a trainee is not performing well in the first eight to eleven weeks, you should let that person go. For those who are going in more or less the right direction, you can provide some course correction and still get them to the goal as long as you know where they are and where you want them to be.
Next month we will cover work team strategies.