How to Measure the Performance of Admin and Support Departments?

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Ken Molisiwa
Strategy Consultant, South Africa

How to Measure the Performance of Admin and Support Departments?

My organisation is split into admin/support (ca 80%) and sales (20%). The challenge is coming up with a method to set objective/measurable targets for admin/support departments, given that most of their functions are qualitative. This results in skewed organisational results where qualitative results from support (largely subjective) do not match the hard numbers produced by sale.
Is there any advise on accurate and objective measurement approach to assist us?

  Diane Baker
Entrepreneur, United States

Assess and Compare

Perhaps have your Admin assess what are the key functions that they believe support your Sales department. Then ask your Sales department to assess what key functions they believe are needed from Admin in order to do their jobs well.
Comparing the two may yield functions that would be measurable.
Also, bring the two departments together when you discuss the results so everyone has a chance to give feedback.

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