Shared Services KPIs & Metric Definitions

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.

Shared Services KPIs, Metrics & Benchmarks

What are Shared Services KPIs?

Using KPIs to Manage and Improve Shared Services Centers

Undamaged Supplier Shipment Rate

Supplier Order Documentation Accuracy Rate

The Top 5 Metrics for Measuring Shared Services Performance

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Undamaged Supplier Shipment Rate

Supplier Order Documentation Accuracy Rate

Spend Under Management (SUM)

On-time Supplier Delivery Rate

Cost per Invoice

Shared Services KPI Encyclopedia

Turnover Rate: First Year of Employment

Open Requisitions per Recruiter

Requisition-to-First Interview Cycle Time

Offer-to-Accept Cycle Time

Interview-to-Offer Cycle Time

Job Acceptance Rate

Recruiting Cost Ratio

Voluntary Turnover Rate

T&E Expense Payments per Employee

Time to Fill

Involuntary Turnover Rate

Benefits Staffing Ratio

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

Benefits Administration Expense as a Percentage of Total HR Expense

T&E Payment Error Rate

Attorneys per Paralegal

Average Handle Time (AHT)

Calls Handled per Representative

IT Expense as a Percentage of Total Expense

IT Expense as a Percentage of Total Revenue

IT Expense per Employee

IT Staffing Ratio

IT Support Employees per Thousand End Users

IT Support Ticket Resolution (Planned) Cycle Time

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