Percentage of "manage employee information" inquiries received that are non-routine
This measure calculates the percentage of inquiries received for the process "manage employee information"—which consists of management reporting, employee information inquiry, employee data maintenance, content management, HRIS, employee metrics, and time and attendance processing—that are non-routine (i.e. those that require complex responses and subject-matter experts to resolve). It is part of a set of Supplemental Information measures that help companies evaluate additional variables not covered elsewhere for the process "manage employee inquiry process."
Benchmark Data
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Learn about Membership| 25th | Median | 75th |
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| - | - | - |
Compute this Measure
Units for this measure are percent.
Number of non-routine inquiries received monthly for the process group "manage employee information"/(Number of routine inquiries received monthly for the process group "manage employee information"+Number of non-routine inquiries received monthly for the process group "manage employee information")*100
Key Terms
Supplemental Information
Supplemental information is data that APQC determines is relevant to decision support for a specific process, but does not fit into the other measure categories such as cost effectiveness, cycle time, or staff productivity.
Full-time Employee, Part-time Employee, and Temporary Employee
Full-time Employee
For the purpose of this survey, a regular full-time employee is hired for an indefinite period of time and is normally scheduled to work forty hours per week. Appointment is continuous, subject to satisfactory performance and availability of funding.
Part-time Employee
For the purpose of this survey, a regular part-time employee is hired for an indefinite period of time and is scheduled to work less than forty hours per week.
Temporary Employee
A temporary employee is employed for a finite period of time, to fulfill a time-limited role, or to fill the role of a permanent employee who is absent from work. The length of time an employee can work for the organization and be considered a temporary employee may be governed by employment legislation.