Shared Services KPIs, Metrics & Benchmarks

KPIs & Metrics to Measure and Manage Shared Services Performance

Shared Services

What are Shared Services KPIs?

Shared Services KPIs measure efficiency, cost-effectiveness and customer service within centralized shared services centers. Shared services centers are centrally-located facilities that provide administrative support for the business. Because these centers are typically developed to reduce costs and improve internal service levels, shared services metrics center around measuring the benefits (productivity, cost, quality and service) of centralizing functions such as payroll, accounts payable, recruiting, procurement and others.

Using KPIs to Manage and Improve Shared Services Centers

Much like an automotive assembly line, many of the business processes that take place within a typical shared service center are repetitive and transactional (e.g., invoice processing, vendor on-boarding, payroll processing, billing, etc.). Tasks of this nature can be measured using manufacturing-style KPIs. Shared services metrics typically measure things like throughput (unit-based productivity, by employee), error rates, cycle times and automation levels for these transactional processes.

KPI's & Data 

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Undamaged Supplier Shipment Rate

The total number of orders received from suppliers without any damage divided by the total number of supplier orders received over the same period of time, as a percentage.

KPI Type : Quality

Formula : (Total Number of Undamaged Orders Received / Total Number of Orders Received) * 100

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Supplier Order Documentation Accuracy Rate

The total number of supplier orders received with complete and correct documentation (invoice, ASN, packing slip, etc.) divided by the total number of supplier orders received over the same...

KPI Type : Quality

Formula : (Number of Supplier Orders Received With Correct Documentation / Total Number of Supplier Orders Received) * 100

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The Top 5 Metrics for Measuring Shared Services Performance

Shared Services KPIs should measure the unit-based productivity and cost, as well as rework and customer service levels for the processes carried out within the shared services area. These 5 assembly-line-style metrics are applicable to most shared services centers:

  1. 1.Invoice Error Rate
  2. 2.Number of Invoices Processed per Employee
  3. 3.Cost per Invoice (Manual vs. Straight-through)
  4. 4.Vendor On-Boarding Cycle Time
  5. 5.Customer Billing Error Rate

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KPI's & Data 

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Undamaged Supplier Shipment Rate

The total number of orders received from suppliers without any damage divided by the total number of supplier orders received over the same period of time, as a percentage.

KPI Type : Quality

Formula : (Total Number of Undamaged Orders Received / Total Number of Orders Received) * 100

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KPI's & Data 

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Supplier Order Documentation Accuracy Rate

The total number of supplier orders received with complete and correct documentation (invoice, ASN, packing slip, etc.) divided by the total number of supplier orders received over the same...

KPI Type : Quality

Formula : (Number of Supplier Orders Received With Correct Documentation / Total Number of Supplier Orders Received) * 100

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KPI's & Data 

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Spend Under Management (SUM)

The amount of company spending (direct, indirect and service-related spending) that is managed by the Procurement Department divided by total company-wide spend over the same period of time,...

KPI Type : Quality

Formula : (Dollar Amount of Expenses Managed by Procurement / Total Company-Wide Expense) * 100

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KPI's & Data 

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On-time Supplier Delivery Rate

The number of orders received from suppliers on or before the committed delivery date divided by the total number of orders received from suppliers over the same period of time, as a percent...

KPI Type : Quality

Formula : (Total Number of Orders Received from Suppliers On Time / Total Number of Orders Received from Suppliers) * 100

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KPI's & Data 

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Cost per Invoice

The total amount of expense incurred by the Accounts Payable (AP) Department divided by the total number of invoices processed by the AP Department over the same period of time. Total AP Dep...

KPI Type : Cost

Formula : Total AP Department Expense / Total Number of Invoices Processed

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Briefcase

KPI's & Data 

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Shared Services KPI Encyclopedia

This document defines over 900 Shared Services Group KPIs, including metric definitions for Finance, Human Resources, Information Technology, Legal, Master Data Management and Procurement. T...

Type : KPI Encyclopedia

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Turnover Rate: First Year of Employment

The number of employees who leave the company during their first year of employment with the organization divided by the total number of employees hired within the same calendar year, as a p...

KPI Type : Quality

Formula : (Number of First-Year Employees Who Left the Organization / Number of First-Year Employees at the Start of the Measurement Period) * 100

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Open Requisitions per Recruiter

The total number of open job requisitions (i.e., positions not yet filled) divided by the number of recruiters working for the company at the same point in time.

KPI Type : Productivity

Formula : Total Number of Open Job Requisitions / Number of Recruiters

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KPI's & Data 

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Requisition-to-First Interview Cycle Time

The number of business days required to bring a candidate in for an interview, from the time a job requisition is posted until the time the first interviewee is brought in to be interviewed...

KPI Type : Service

Formula : (Sum of Time to First Interview) / Total Number of Job Requisitions Posted

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KPI's & Data 

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Offer-to-Accept Cycle Time

The number of business days required for a selected candidate to accept a job offer, from the time the offer is extended until when the candidate formally accepts the offer (typically done b...

KPI Type : Service

Formula : (Sum of Time to Accept an Extended Job Offer) / Total Number of Offers Extended

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KPI's & Data 

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Interview-to-Offer Cycle Time

The number of business days required to extend a job offer to a candidate after interviews are completed, from the time the candidate selected for the position was first interviewed until wh...

KPI Type : Service

Formula : (Sum of Time to Extend a Job Offer After Interview) / Total Number of Offers Extended

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KPI's & Data 

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Job Acceptance Rate

The number of job offers accepted divided by the total number of job offers extended over the same period of time, as a percentage.

KPI Type : Quality

Formula : (Number of Offers Accepted / Total Number of Offers Extended) * 100

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Recruiting Cost Ratio

The expense incurred by the Recruiting and Hiring function divided by the total compensation-related expense incurred for the positions filled over the same period of time, as a percentage....

KPI Type : Cost

Formula : (Recruiting & Hiring Expense Incurred / Total Compensation of Filled Positions) * 100

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Voluntary Turnover Rate

The number of employees who left the company voluntarily (i.e., those who resigned or left their position without being terminated/fired) divided by the average number of employees working f...

KPI Type : Quality

Formula : (Number of Voluntary Employee Separations / Average Number of Total Employees) * 100

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T&E Expense Payments per Employee

The number of travel and entertainment (T&E) report payments (i.e., expense reimbursements) processed over a given time period divided by the average number of employees processing T&E reimb...

KPI Type : Productivity

Formula : Travel & Entertainment Voucher Error Rate, Travel & Entertainment Payment Error Rate

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Time to Fill

The average amount of time (measured in days) elapsed between the time that an open job requisition is approved for posting and the time that the candidate accepts the offer to fill the open...

KPI Type : Quality

Formula : (Sum of Days Elapsed Where Job Requisitions are Open) / (Total Number of Job Requisitions Filled)

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Involuntary Turnover Rate

The number of employees who left the company involuntarily (i.e., those who were fired or dismissed from their position) divided by the average number of employees working for the organizati...

KPI Type : Quality

Formula : (Number of Involuntary Employee Separations / Average Number of Total Employees) * 100

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Benefits Staffing Ratio

The number of company-wide employees divided by the total number of employees working in the benefits department at the same point in time. Benefits employees are typically responsible for d...

KPI Type : Organizational

Formula : Total Number of Employees / Number of Benefits Employees

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HR Recruiting & Hiring Expense as a Percentage of Total HR Expense

The total cost related to recruiting and hiring new employees divided by total Human Resources (HR) Department expense over the same period of time, as a percentage. Recruiting and hiring ex...

KPI Type : Cost

Formula : (Total Recruiting & Hiring Expense / Total Human Resources Expense) * 100

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Benefits Administration Expense as a Percentage of Total HR Expense

The total amount of employee benefits administration and management-related expense incurred by the company over a certain period of time, divided by the total HR department expense incurred...

KPI Type : Cost

Formula : (Total Benefits Administration Expense / Total Human Resources Expense) * 100

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T&E Payment Error Rate

The number of travel and entertainment (T&E) reimbursement payments that contain an error (not paid, incorrect amount, applied to wrong employee, not processed on-time, etc.) divided by the...

KPI Type : Quality

Formula : (Number of T&E Expense Payments Containing an Error / Total Number of T&E Expense Payments Processed) * 100

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Attorneys per Paralegal

The total number of in-house attorneys working for the company divided by the number of paralegals working for the company at the same point in time.

KPI Type : Organizational

Formula : Total Number of In-House Attorneys / Total Number of Paralegals

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Average Handle Time (AHT)

The average number of seconds required to handle a single call within the call center (includes inbound and outbound calls), including any after-call work and/or hold time that is required.

KPI Type : Productivity

Formula : (Number of Seconds Spent Handling Customer Calls / Total Number of Calls Handled)

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Calls Handled per Representative

The total number of calls handled (inbound and outbound) by customer service or call center representatives divided by the total number of representatives working for the company over a cert...

KPI Type : Productivity

Formula : (Total Number of Calls Handled / Total Number of Call Center Representatives)

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KPI's & Data 

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IT Expense as a Percentage of Total Expense

Total expense incurred by the IT Department divided by the total, company-wide operational expense over the same time period, as a percentage.

KPI Type : Cost

Formula : (IT Department Expense / Total Company-Wide Expense) * 100

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IT Expense as a Percentage of Total Revenue

Total expense incurred by the IT Department divided by the total revenue earned by the company over the same time period, as a percentage.

KPI Type : Cost

Formula : (IT Department Expense / Total Revenue) * 100

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IT Expense per Employee

The expense incurred by the IT function divided by the average number of employees over the same period of time.

KPI Type : Cost

Formula : Total IT Expense / Total Number of Employees

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KPI's & Data 

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IT Staffing Ratio

The number of company-wide employees divided by the total number of IT employees working for the company at the same point in time. IT Department employees are typically responsible for user...

KPI Type : Organizational

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IT Support Employees per Thousand End Users

The total number of IT User Support employees working for the company divided by each one-thousand end users supported at the same point in time.

KPI Type : Organizational

Formula : Total Number of IT User Support Employees / Each One Thousand End- Users

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IT Support Ticket Resolution (Planned) Cycle Time

The number of minutes required to resolve a planned IT support/service ticket (device change or move, hardware or software upgrade/update, new device set up, etc.), from the time the IT supp...

KPI Type : Service

Formula : (Sum of Minutes Required to Resolve Planned Tickets) / Total Number of Planned Tickets Resolved

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