Talent Metrics that Matter: Quality

In our recent posts about Process Improvement | 3 steps to Leaner processes and 2017 | Diagnostic Time! we touched on approaches to improve the effectiveness of your function.  We also offered our thoughts on Maturity Models > Maturity Model | How Mature is your function.

In our next series we are going to be reviewing Talent Metrics that Matter.  These are our perspectives on metrics that any talent management function should be consistently evaluating, benchmarking, and improving upon.

We’re going to begin with Quality, specifically quality of service delivery or experience to your customers.  In our view you have two customers:  1) Hiring Managers and 2) Candidates.  Today we are going to focus on Hiring Managers.  We assume that you agree that the only way to improve the experience you’re providing to these customers is to gather data from them, give them an opportunity to share their voice.  This is called Voice of the Customer (VOC). We know (or hope) that you are receiving real time feedback from your hiring managers, if not from your candidates.

In our experience an additional area of VOC that should be captured is survey data measuring a number of factors, such as:

• Responsiveness to hiring manager needs
• Quality of candidates submitted
• Quality of interviews (candidate preparation, coordination, etc.)
• Quality of “closing” (how effective was the recruiting team in closing of the ideal candidate)
• And many others dependent upon the business needs of your organization

The metrics that you chose potentially aren’t as important as the fact that you need to measure them.  You can’t improve on the experience for your hiring manager customer base without asking for their perspective.  If you’d like to learn more about the metrics our clients are using contact us.

In the work we do with our clients we look at what metrics are important for them and then we look at the frequency of measurement (monthly, quarterly, etc.).  At the least we see clients measuring once a year, however we believe every 6 months should be more common, so you can make adjustments mid cycle to affect change.

The final peace of the puzzle is the systems or tools we may use to measure these aspects of quality of service delivery.  For some clients there are already internal survey tools that are used, or the HRIS or ATS systems that are in place could have feedback mechanisms in place that could be activated to serve this purpose.  They key is to 1) Begin to measure 2) Determine what to measure 3) Chose the frequency of measurement 4) Chose the system or tool to enable the program.

In our next post we’re going to delve into an often neglected area of Quality of Candidate Experience.

If you’re intrigued, learn more then Contact Us!