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Financial Perspective Objective Performance Measure HR cost per full-time unit headcount HR as percentage of full-time unit expense HR operating cost per hire HR cost per training participant HR client services cost per headcount Payroll G/L account recons. Completed on-time Payroll G/L suspense acct. balance aged over 30 days Corporate cost savings Executive search corporate cost savings Employee relocation corporate cost savings Target Improving productivity Maximizing company's investment in human capital Monitoring financials HR savings

Greatest value

Proactive management

Human capital

Customer Perspective Objective Responsiveness Reliability Qualitative problem resolution User-friendliness and accessibility Business partnerships Performance Measure Call center wait time (seconds) First call resolution (percentage) Monthly survey (Q1) -"Quality Service" Monthly survey (Q3) -"Service Satisfaction" Abandonment rate of calls (percentage) Uptime of pension system Executive search client survey - Q1 "Overall Satisfaction" Executive search client survey - Q5 "Peer Comparison" Executive search client survey - Q4 "Communication" Quality review survey (Total) Target High quality service Communication with customers Peer comparison

Information Needed Supporting data collection Reports Current situation analysis Customer Satisfaction

Level of Analysis Company analysis Planning and management analysis Requirements analysis Objective HR's key processes maintaining Finding the optimal set of necessary HR processes HR's processes compliance with government and company

Internal Business Processes Perspective Performance Measure Percentage of calls handled outsource vendor Percentage of distributed learning hours Percentage of calls handled by outsource vendor Percentage of paperless items processed HR report turnaround time (days) Time to fill non-exempt open positions (days) Time to fill exempt open positions (days) Internal job posting response time (days) Target High effeciency of HR's key processes Business processes improving Customer interaction enhancing HR technologies' effectivenes

Service satisfaction

Learning and Growth (Employee's) Perspective Objective Talent, skills and diversity development Leadership Employee retention and commitment Benchstrength Performance Measure Training hours per HR employee Percent of HR employees receiving training HR voluntary turnover rate Number of unique visitors to learning portal Percent of HR employees viewing HR essentials Late merit reviews of HR employees Number of marbles distributed Target Training Employee recognition Initiative encouragement Learning

Balanced Scorecard byDmitri Listunov