Understand which performance metrics relate employee performance to achieving the desired business outcomes
Hiring managers need to understand what performance metrics provide the insight into whether the employee is meeting the desired business outcomes or not. The key is to make sure that alignment between the business outcomes and performance metrics exists. The performance metrics link the frontline employee's performance against the business outcomes. For example:
- If the business outcome is to drive additional top line revenue, then a sales yield performance metric might be critical to measure and track.
- If the business outcome is to reduce customer churn to protect existing revenue, then performance metrics like customer satisfaction (CSAT) or issue resolution are important to measure and track.
- If the business outcome is to reduce operating costs, then schedule adherence is an important business metric to measure and track.
Hiring managers now have advantages in tracking performance because technology now enables more available data at the employee level. This means that employee performance can be collected frequently and consistently. This data can then be used for future analysis.
Historically, many hiring managers have not spent time understanding how their new hires will be evaluated by the production teams. This has led to disconnects between Recruiting and Staffing and production leaders. A side benefit of going through a discussion on employee performance is that it forces Operations, HR, and Training to be in agreement. Gaining alignment between these three functional groups reduces barriers to achieving great hiring results.