Process
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Work that is part of a regular well-defined process, and where the output at any stage is usually clearly countable
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- most forms of production
- data processing
- volume telephony work
- many aspects of finance
- many aspects of sales
- customer fulfilment work
- Number of items produced
- Amount of information processed
- Number of calls handled
- Number of transactions
- Number of items delivered
- Meeting required standards
- Accuracy
- Customer satisfaction with process
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Project
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Project-type work encompasses anything that can be seen as a one-off collection of work tasks with a well-defined budget, purpose, scope, timescale and result.
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- delivering a product or set of services to clients
- bidding for work
- building something
- creating marketing materials
- running a campaign
- implementing change projects
- Production of deliverables to time and budget
- Number of component deliverables handled per person/team
- Quality of deliverables
- Quality of contributions of project team members
- Degree to which project meets objectives
- Value for money
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Case/Account
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Work with individual clients to deliver a service, solve problems or monitor the delivery of a service
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- Working on commercial client account
- Social work case work
- Legal case work
- Resolving employee disputes
- Number of services or products delivered to client
- Number of elements delivered by each team member or case worker
- Number of cases handled overall
- Balance between straightforward and complex cases in workload
- Customer satisfaction with service in the case
- Efficiency and effectiveness of case/account handling
- Meeting objective standards (e.g. legal standard; government-set targets)
- Success in meeting or exceeding billing targets
- Success in resolving problems
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Innovation
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Coming up with new ideas, strategies, insights, designs, modifications to designs.
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- designing new product
- creating new policy
- writing an article or a speech
- preparing a presentation
- producing marketing strategy
- scoping smarter working
- Number of articles, speeches, presentations produced
- Contribution by team members to producing new strategy, product, etc
- Amount of research, analysis, evidence gathering, reporting as contributions to innovation
- Speed of response to requests for new materials
- Quality of materials delivered
- Ability to take new idea or new product/prototype forward
- Robustness and insightfulness of evidence and analysis
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Support
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Supporting the work of other people, more in a reactive and as-needed way rather than as part of a process or project
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- P.A. / secretarial work
- Technical support
- Reception work
- Number of people supported and with what services
- Number of sites or equipment supported
- Number of requests responded to
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- Speed and efficiency of response
- Accuracy
- Being proactive in spotting issues
- Ability to coordinate functioning of team
- Organisational skill
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Managerial
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Managing, coordinating and supervising the work of others
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- Managing or coordinating teams
- Managing people (effectiveness, collaboration, skills development)
- Managing resources and budgets
- Managing results
- Mentoring, coaching
- Output of individuals and teams managed
- Personal output as individual, if applicable
- Amount of people management work
- Contributions to meeting corporate objectives
- Success in managing workloads and setting and meeting targets
- Quality of output of teams
- Quality of reporting to senior management
- Success in resolving problems
- Quality of people management
- Feedback from 360o appraisals
- Quality of resource management
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