Response time in hours for non-routine "reward and retain employees" inquiries

This measure determines the number of hours spent responding to non-routine inquiries (i.e. those that require complex responses and subject-matter expert escalation) for the process "reward and retain employees," which consists of compensation administration, award/incentive administration, employee assistance, benefits administration, and payroll processing. It is part of a set of Cycle Time measures that help companies analyze the duration of the process "reward and retain employees" from beginning to end.

Benchmark Data

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Measure Category:
Cycle Time
Measure ID:
100299
Total Sample Size:
2,138 All Companies
Performers:
25th Median 75th
- - -
Key Performance Indicator:
No

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Compute this Measure

Units for this measure are hours.

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Response time in hours for a non-routine inquiry for the process group "reward and retain employees"

Key Terms

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Cycle time is the total time from the beginning of the process to the end. This includes both time spent actually performing the process and time spent waiting to move forward.

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.

Measure Scope

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Cross Industry (7.3.1)

  • 7.5.1 - Develop and manage reward, recognition, and motivation programs (21438)
    • 7.5.1.1 - Develop salary/compensation structure and plan (10498)
    • 7.5.1.2 - Develop benefits and rewards plan (10499)
    • 7.5.1.3 - Perform competitive analysis of benefits and rewards (10500)
    • 7.5.1.4 - Identify compensation requirements based on financial, benefits, and HR policies (10501)
    • 7.5.1.5 - Administer compensation and rewards to employees (10502)
    • 7.5.1.6 - Reward and motivate employees (10503)
    • 7.5.1.7 - Review retention and motivation indicators (10510)
    • 7.5.1.8 - Review compensation plan (10511)
  • 7.5.2 - Manage and administer benefits (10495)
    • 7.5.2.1 - Deliver employee benefits program (10504)
    • 7.5.2.2 - Administer benefit enrollment (10505)
    • 7.5.2.3 - Process claims (10506)
    • 7.5.2.4 - Perform benefit reconciliation (10507)
  • 7.5.3 - Manage employee assistance and retention (21439)
    • 7.5.3.1 - Deliver programs to support work/life balance for employees (10508)
      • 7.5.3.1.1 - Manage flexible working (21440)
    • 7.5.3.2 - Develop family support systems (10509)
  • 7.5.4 - Administer payroll (10497)