If tracked correctly, ER metrics can help determine the root cause of workforce trends in your organization. In this webinar, human capital strategy consultant and 20-year HR veteran Cathy Missildine-Martin will reveal five critical ER metrics you should be tracking and why. Join us to learn: * Why ER metrics are just as important to HR analytics as performance metrics * How to use ER metrics to drive corporate policy change * What ER metrics you should be tracking and what they reveal * How to use technology to track, measure and report on ER metrics This must-attend webinar will help ensure that you’re including the metrics necessary to paint a full picture of what’s going on in your organization’s workforce and have the insight you need to build an effective human capital strategy.

1. 5 Employee Relations Metrics you
Should be Tracking & Why
March 29, 2012
Twitter Hashtag: #dovetailhr

2. Who is Dovetail?
Dovetail is a leader in employee support software enabling organizations to:
 reduce administrative costs,
 increase productivity,
 and improve service delivery.
Customer Snapshot:
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3. Speaker Introduction
Cathy Missildine-Martin
Co-founder & Chief
Performance Officer
Intellectual Capital Consulting
Twitter Hashtag: #dovetailhr
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4. Audience Poll Question
What are you currently measuring in HR?
 Efficiency metrics like cost/hire and turnover
 Effectiveness metrics like training program ROI
 HR Impact metrics like revenue/emp, Human Capital ROI
 All of the Above
 None of the Above
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5. Objectives: What we will learn today
 Why ER metrics are just as important to HR analytics
as performance metrics
 How to use technology to track, measure and report
on ER metrics
 What ER metrics you should be tracking and what
they reveal
 How to use ER metrics to drive corporate policy
change

7. What is a Metric Anyway?
 A number is just that, a stand alone figure
 A metric is different from a number because it can contain multiple
elements
 A business metric is any type of measurement used to gauge some
quantifiable component of a company's performance, such as return on
investment (ROI), employee and customer churn rates, revenues, or
EBITDA.
 Business metrics are part of the broad area of business intelligence, which
comprises a wide variety of applications and technologies for gathering,
storing, analyzing, and providing access to data to help enterprise users
make better business decisions

8. Analytical Roadmap
Price to Play Poker (what you need)
•Executive Support
•The Right Tools
•The Right People
Phase 5
Phase 4 Impact
• Creating Change
Phase 3 Value Creation • Achieving Strategic
• Genuine Insights Goals
Phase 2 Effectiveness • Decisions based on • Congratulations,
data & learnings You have arrived at
• Key Performance
Indicators • Connections between the true purpose of
Phase 1 Measurement people investment Analytics!
• Cohesive efforts and business
• Metrics defined
• Process outcomes defined
Justification • HR Scorecards & improvement • Predictive Models
Dashboards
• Foundational human capital • Expanded • Cultural shifts
• Leadership organizational
investments
accountability accountability
• Data collection
• Standardization • More sophisticated
• Reporting
• Improvements tools
• Rudimentary tools celebrated
• Distributed efforts
Provided by: STEVE WOOLWINE, PHR, Chief of Staff, Talent and Human Capital Services, SEARS
HOLDINGS CORPORATION

9. Making the Business Case
 Human Capital expense is a company’s greatest
expense
 Doing more with less
 Start small (low hanging fruit)
 Better decision making
 Eliminates confusion over what is important
(linkage to strategy)

10. Words of Wisdom
“After 30 years studying HR Departments, I have found the
largest single difference between a great HR department
and an average one, is the extensive use of metrics.”
Dr. John Sullivan , HR Metrics the World Class Way

11. 3 Types of HR Metrics
HR Efficiency • HR Tracking/numbers internal
HR Department
HR • HR Programs
Effectiveness
• Outcomes bases on investment
HR Impact in human capital
• Linked to strategic outcomes

12. Efficiency Metrics
1. Recruiting Metrics-time to fill, cost per hire QOH
2. Compensation Metrics-budget variance, %
redlined, actual/market %
3. Benefits-Benefits %/total comp, benefits
cost/emp
4. Training-training cost/emp, training
hours/emp, average perfect scores
5. Employee Relations-# Grievances, cost of
grievances'

13. How do you get ER Metrics?
Documented
Grievances
Ability to
Produce
Metrics
Centralized
Repository
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14. Creating a Grievance Case

15. Tracking Case Metrics

16. Visibility into Case History

17. Why ER Metrics are important?
 Cost standpoint
 Employee engagement
 Litigation
 Time
 Continuous improvement

18. What Can We Learn From the Data?
1. Must get to root cause of the ER issues so that
prevention is the goal
2. True cost of grievances
3. True resources spent on grievances
4. Prevention of ER issues leads to better
employee engagement

19. Poll Question
What are you currently measuring in
Employee Relations?
 Tracking Metrics (number of grievances)
 Cost Metrics
 Root Cause Metrics
 All of the Above
 None of the Above
 Other

20. Which 5 ER Metrics are Important?
1. Tracking Activity/Grievance rate
2. Cost of a grievance
3. Root cause analysis
4. Average close time
5. Employee Relations ROI

21. 1. Tracking activity
 # of grievances/time
 By manager
 By department
 By region
 By facility
 ADR success Rate

22. Reporting on Activity
Grievance Cases March 2012
By Manager

23. Reporting on Activity
Grievance Cases March 2012
By Department

24. Reporting on Activity
Grievance Cases March 2012
By Region

25. Reporting on Activity
Grievance Cases March 2012
By Facility

26. 2. Cost of Grievances
 Investigation time (Manager, HR & Legal)
 Employee time
 Lost productivity
 Outside/Inside counsel

27. Cost Analysis
Grievance Cases 2011
Average Cost

28. 3. Root Cause Analysis
 Manager/Supervisor errors
 Policy/Procedures
 Training
 Poor hires

29. Reporting on Root Cause
Grievance Cases March 2012
By Root Cause

30. Root Cause Analysis
Grievance Cases March 2012
By Location and RCA

31. 4. Average Close Time
 How many days does it take to resolve an issue from the
day the issue is raised until resolved
 $$$$$
Case
Closed

32. Reporting on TTR
Grievance Cases 2011
Average TTR (Days)

33. 5. ROI ER Program
 How much money over time has an effective ER
program saved the organization
 How much more revenue is earned due to lack of
ER issues
 Revenue/emp
 Profit/emp

34. The Disconnect
“HR professionals are failing to predict staff grievances accurately. In spite
of the sources of grievance remaining constant, it is evident that there is a
mismatch between what HR professionals have expected and what has
actually happened in practice.”
*2012 The State of HR Report, http://www.hrmagazine.co.uk/hro/news/1020911/the-hr-
investing-talent-failing-predict-staff-grievances

35. End Goal: Predicting ER Issues
True
Butterflies Loyalists
High Performance
Add Turnover % Add Turnover %
ER Analysis ER analysis
Change Morale
Low Performance
Seekers Busters
Add Turnover % Add Turnover %
ER Analysis ER Analysis
Engagement

36. Using ER Metrics to Drive Change
 Promotes a culture of continuous improvement
 Increases productivity of workforce and
managers
 Uncover potential issues before they become
expensive and explosive
 Metrics hold managers accountable for
actions…what gets measured gets done

37. Questions?
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38. Contact Us
dovetailsoftware.com intellectual-capital.net
@dovetail @cathymartin
dovetailsoftware.com/dovetailconnectblog intellectualcapitalconsulting.blogspot
(800)684-2055 (678)797-5331
Dovetail Software Cathy Missildine-Martin
info@dovetailsoftware.com cathymartin@intellectual-capital.net
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39. Next Steps
 Visit our Resource Center: dovetailsoftware.com/resources
 Latest Whitepaper: An HR Case Management System is Essential to
Protecting your Organization’s Reputation and Bottom Line
 Upcoming Events
 DIR Power to Purchase Technology Expo
 April 26th, Palmer Events Center, Austin, TX
 Visit us at Booth #432
 Free for Public Sector Employees
 IHRIM HRMStrategies Conference & Technology Expo
 May 1st – 2nd, Hilton Chicago, Chicago, IL
 Visit us at Booth #914
 Early Bird Registration Rate through March 30th
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