(Chris - I was using Occupancy in terms od Productivity, in context with the thread - most contact centres regardless of size use around 5% as sickness target)
Jim
>>>>Why would you not want HR to have a best practice target therefore on non-genuine absence?
The target for non-genuine sickness must be 0% - or is there an acceptable level? How do you define genuine vs. non genuine, and differentiate between the two?
In the workplace people must be treated as adults - if an employe tells you they are unfit to work, you should never enter the realms of disputing this - what if you are wrong? You risk serious liability if managers decide an employee is faking and must stay, and it turns out they are wrong. On what medical evidence & training is such a desicion based?
Therefore it comes down to managing sickness as an issue depending on the specific circumstance.
If you wish to target the managers, then again sickness is an unfair meassure as it is out of the hands of the managers. You cannot manage everything by metrics - effective management involves more than just hitting the desired KPI.
If you must choose a metric, then the most appropriate is cost p/c against target. This will account for productivity, attrition, planning, efficiency, resourcing etc; all of which are the products of management. |