The scoreboard, honestly: the hard targets, how often each one is actually looked at,
and the quiet human signals that never make it onto a dashboard.
LMS Course Setup Accuracy
The percentage of learning modules, courses, and programmes you set up in our Learning Management System (LMS) that are free from errors (e.g., wrong dates, incorrect links, missing content).
Target · 98% accuracyIf you set up 50 courses in a month, no more than one should have a noticeable error that impacts a learner. We're talking about things like a course not being visible when it should be, or the wrong version of a document being uploaded.
Programme Logistics On-Time Delivery
The percentage of logistical tasks (e.g., scheduling, room bookings, material distribution, enrolment deadlines) that are completed by their agreed-upon due dates.
Target · 95% on-timeIf a facilitator guide needs to be printed and delivered by Tuesday, it's there. If a virtual classroom link needs to go out 24 hours before a session, it's sent. Missing these means disruption for learners and facilitators.
Learner Support Request Resolution Time
The average time it takes you to respond to and resolve learner queries related to access, enrolment, or technical issues with learning platforms.
Target · Under 4 business hours for initial response; 24 business hours for resolutionA learner can't access their course. You respond within an hour, and either fix it yourself or escalate it to the right person, making sure the learner knows what's happening within the day. We want learners to feel supported, not ignored.
Learner Satisfaction (Logistics & Support)
The average score learners give on feedback surveys specifically about the ease of accessing learning, clarity of instructions, and helpfulness of support.
Target · Average score of 4.0 out of 5, or NPS of +40After a big programme, we'll ask learners: 'How easy was it to find and start your course?' or 'How helpful was the support you received?'. We're looking for consistently high marks here, showing that the operational side is smooth.
Proactive Problem Spotting
You're not just waiting for problems to land on your desk; you're spotting potential issues before they become actual headaches for the team or learners.
- You flag a potential scheduling conflict for a facilitator before it's too late. You notice an outdated link in a course template during a routine check. Your manager rarely has to point out obvious errors you could have caught. You bring solutions, not just problems.
Team Collaboration & Support
How well you work with the rest of the L&D team, offering help when needed and being a reliable point of contact for logistical queries.
- Team members consistently say you're easy to work with and responsive. You offer to help with tasks even if they're not strictly 'yours' when the team is swamped. You take feedback well and apply it to improve your work. You're seen as a dependable pair of hands.
Process Adherence & Improvement Ideas
You stick to our established ways of doing things, but also keep an eye out for small tweaks that could make our processes even better.
- Your work consistently follows our documented procedures for course setup or enrolment. You bring forward suggestions like 'What if we added this step to our checklist to prevent X from happening again?' or 'Could we automate this small part of the process?'. You're not just following rules, you're thinking about them.
Learning & Application of New Skills
Your willingness and ability to quickly pick up new tools, systems, or L&D concepts, and then actually use them in your day-to-day work.
- You ask good questions when learning a new system like Cornerstone. You're able to independently complete tasks in a new tool after initial training. You actively seek out information about L&D best practices and bring them up in team discussions. You show a genuine interest in how learning works.