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.
Forecast Accuracy (Volume/FTE)
How close your resource forecasts are to the actual resources needed or consumed for a specific period (e.g., weekly, monthly).
Target · Achieve +/- 10% accuracy at the business unit/team level.If you forecast 100 FTEs for a specific team next month and they actually needed 105, that's a 5% variance – well within target. If it was 120, we'd be having a chat.
Resource Utilisation Rate
The percentage of available resource time that is actually spent on productive, planned work, rather than being idle or on non-essential tasks.
Target · Maintain target utilisation rates (e.g., 85-90%) for assigned operational areas.If a team has 1000 available hours in a month and your plan helps them achieve 880 productive hours, that's 88% utilisation. Too low means wasted money, too high means burnout.
Schedule Adherence
How well the actual operational schedule matches the plan you've created, particularly for workforce planning.
Target · Achieve 90% schedule adherence for key operational teams.If you plan for 10 agents to be on the phones from 9-10 AM, and 9 were, that's 90% adherence for that hour. This is about your plan's practicality and how well it's followed.
Data Integrity & Reporting Accuracy
The cleanliness and correctness of the data you use and the reports you produce.
Target · Maintain <2% error rate on manual data inputs and report calculations.Catching a formula error that would have inflated a headcount request by 10 people before it goes to Finance. Or ensuring all source data is correctly pulled and formatted.
Report Timeliness
Delivering your regular planning reports and analyses on time, as agreed with your stakeholders.
Target · 95% of routine reports delivered by their agreed deadline.Getting the weekly staffing plan out by Tuesday morning every week, so Operations Managers have time to act on it. Missing this can cause real headaches for them.
Stakeholder Communication & Clarity
How effectively you communicate your plans, assumptions, and any potential issues to Operations teams and other stakeholders.
- Operations Managers consistently understand your plans and the 'why' behind them. They'll tell you your reports are clear and easy to follow. You proactively flag potential issues or changes, rather than waiting for them to discover problems.
Problem Identification & Proactive Solutions
Your ability to spot potential resource gaps or inefficiencies before they become major problems and suggest practical ways to fix them.
- You're bringing solutions to your manager, not just problems. For instance, you might spot a looming capacity crunch for Q3 and propose a cross-training programme or a temporary contractor plan before anyone else has even noticed.
Process Adherence & Improvement Suggestions
How well you follow established planning processes, but also how you contribute to making them better.
- Your planning outputs are consistent and follow our established templates. You'll also suggest small, practical improvements to our planning tools or workflows, like a better way to clean a specific data set in Excel, or a tweak to a report layout.
Reliability & Trust
Being seen as a dependable and trustworthy source of information and plans by your immediate team and key Operations stakeholders.
- People come to you for the 'real' numbers. When you say you'll deliver a plan by a certain time, you do. Your manager trusts you to handle routine planning cycles independently without constant oversight.