Operations proposes “HR tickets closed” as a headline people metric. The CHRO rejects it as not informing strategy. Which replacement should HR adopt?
Select an answer to reveal the explanation.
Short Explanation
Ticket counts measure how busy HR looks, like counting how many times the help desk picked up the phone. Executives need a number that changes what they do, such as how long a new inspector takes to become productive. That is a strategy metric; inbox volume is not.
Full Explanation
New metrics should inform strategic action, not document HR busyness. Tickets closed, emails answered, meeting hours, and handbook-page counts are activity measures that do not tell a city manager whether the workforce is delivering. Time-to-productivity for new inspectors is an operational outcome tied to service. It can drive staffing, onboarding design, and supervisory attention.