HR Service Delivery Metrics: HR-to-Employee Ratios, Case Volumes, Resolution Times, Self-Service Rates, HR Cost per Employee & Service Levels

What you'll build

What you will be able to do

Each lab ends with a concrete result that you build yourself and the checker confirms, cell by cell.

• Measure how many HR staff each site has per 100 employees and the other way round, place every site in a fictional benchmark band and pool the ratio for the whole group.
• Count one week of anonymised HR cases by category and channel with COUNTIF and COUNTIFS, compare the sites per 100 employees and measure how much still arrives by phone or in person.
• Measure this week's cases in working days with NETWORKDAYS and describe last month's resolution times with the median, the 90th percentile and a count of slow cases.
• Test every case against the target of its category, work out the % met and the breaches for closed cases and count the open cases that are already past target.
• Measure first-contact resolution and the share of escalated cases, price the sample by tier and find the escalation reason that comes up most often.
• Measure the share of requests done in the portal, estimate how many cases knowledge articles deflect, turn that into FTE and check how the case rate per 100 employees has moved.
• Total the cost of the HR function by type, divide it by employees and by cases and show how much of it is bought in from outside.
• Forecast next month's HR cases with a straight-line trend, convert them into the HR FTE needed, compare a portal scenario and chart the case trend for the service report.