Records Professionals rely on a variety of statistics to measure both activity and productivity in the Records Department. Although gathering statistics is difficult and time-consuming in a manual environment, automation facilitates production of reports that managers can use to make process, personnel, budget, and change management decisions.
Thorough collection of statistics using an automated records management system (ARM) collects statistics by classifying each action in the database as a specific activity. Because each staff member logs onto the ARM system with a unique login ID, the system can associate specific database users with transactions and can produce statistical reports reflecting an individual’s productivity over a defined period of time.
Organizations that are dealing with Change Management can also benefit from measuring adoption and utilization success. Compliance and adherence to new policies and procedures can be measured by issue logs, compliance and exception reports, etc. Help desk calls and requests for support may be another indicator that end-users may require additional training and education on a particular process or product. In the end, employee satisfaction surveys are a means to measuring success and customer satisfaction.
Other records and information management metrics,
- Retention Schedule – annual and ad hoc reviews, categories modified or deleted
- Policies-Procedures-Instructions – added, modified, deleted, compliance
- Training and Awareness – training modules, training sessions, number of employees trained
- Physical Records – number of boxes stored, storage cost, activity costs, scan activity
- Email – number of mailboxes active, inactive, volumes
Linda Muller, CRM, IGP
Records & Information Management