Key Performance Indicators (KPIs) refer to a set of progress measurements. As an administrative or executive assistant, using key performance indicators (KPIs) can be a helpful way to track your own progress and performance and to identify areas for improvement.
KPIs are used to gauge a company’s overall long-term performance through data. They specifically help determine a company’s strategic, financial, and operational achievements. KPIs are implemented for various departments and roles within organizations like sales, customer care, marketing, and human resources.
Obviously, there are some roles within a company for which it is easier to identify KPIs because the data, like sales, is more objective. For a sales department, you could track monthly revenue increases and set a goal to increase total revenue by 10% within 90 days. For other roles and departments, however, the metrics are more subjective and thus harder to both identify and track.
More executives are asking executive assistants to identify KPIs for their work. In addition, even if your leader is not asking you to track KPIs, it is a good idea to be tracking them for yourself.
Why KPIs are Important for Assistants
By setting specific, measurable goals for yourself and regularly reviewing your progress against these KPIs, you can better understand your strengths and areas for development. This can also help you focus your efforts on the most impactful tasks and activities and demonstrate your value and contributions to the organization.
In addition to identifying areas for growth, KPIs will assist you in building your professional portfolio for future opportunities and potential promotions. For instance, one way to use KPIs for job performance reviews is to develop a set of personal or professional development goals that are tied to specific metrics or targets.
Let’s say you set a goal to improve your communication skills by responding to all emails within 24 hours or to increase your productivity by completing a certain number of daily tasks. By regularly tracking and reviewing your progress against these goals, you can identify areas where you are making progress and areas where you may need to focus more effort.
You can then use this information to inform your own professional development plan and to communicate your achievements and areas for improvement to your supervisor or manager during performance reviews. Overall, using KPIs can be a powerful tool for helping you to continuously improve and grow in your role as an executive or administrative assistant.
KPI Examples for Administrative Professionals
To provide some examples of KPIs for administrative and executive assistants, I am going to use parts of Office Dynamics’ proprietary assessment tools, including one we refer to as a competency assessment.
Competencies refer to a set of attitudes, actions, and behaviors by which an assistant’s performance can be measured. We often use our competency assessment for pre and post-training assessments. I also use our competency assessment when coaching assistants on improving performance.
Below are a few examples of these core competencies. They provide the foundation on which we crafted the KPIs for assistants listed below.
By looking at these integral responsibilities that make up a strong executive or administrative assistant, you will be able to identify areas for growth and areas you are excelling in. This will help you map out your career portfolio, as well as identify areas to focus on in your professional development.
I also recommend downloading the KPI tracker template below so you can mark your own KPIs and identify your strengths and areas for improvement.
Download the Assistant KPI Tracker Template
Download our Assistant KPI Tracker Template to start tracking your own KPIs and monitoring your performance.
Leader Support
Leader support is about ensuring the executive’s day runs smoothly and efficiently. It involves proactive communication and organization to anticipate needs and solve problems before they arise. This competency is crucial for enhancing the executive’s productivity and ensuring they can focus on strategic decisions.
KPIs Related to Leader Support:
- Initiative and Proactivity: Measured by the implementation of new systems or strategies, anticipation of executive needs, and proactive management of tasks.
- Meeting Preparedness: Percentage of meetings where necessary materials and agendas are prepared and distributed in advance.
- Support Skills: Evaluated by executive feedback, meeting preparedness, and support satisfaction scores.
How to Measure These KPIs:
- Document instances where your anticipation of needs or proactive actions resulted in significant time savings or prevented issues. Use a digital log or project management tool to track these instances and their outcomes.
- Develop a scoring system for meeting readiness, including criteria such as document completeness, agenda clarity, and participant readiness. After each meeting, score the preparedness and identify areas for improvement.
- Implement a feedback system where executives and team members can rate the support they receive. This could be through regular surveys or feedback sessions, focusing on responsiveness, problem-solving, and overall satisfaction with the support provided.
Meeting Preparation and Implementation
Effective meeting preparation and implementation are about more than just scheduling. It requires understanding the purpose of each meeting, ensuring all necessary information is ready and accessible, and that follow-ups are promptly addressed to drive actionable outcomes.
KPIs Related to Meeting Preparation and Implementation:
- Meeting Scheduling Accuracy: Percentage of meetings scheduled correctly with all necessary details and invitations sent on time.
- Efficiency: Measured by resource optimization, budget adherence, and the ability to meet deadlines with quality work.
- Problem-Solving: Assessed by the number of issues resolved, the effectiveness of solutions, and proactive measures to prevent problems.
How to Measure These KPIs:
- Utilize calendar analytics tools to track the accuracy of scheduled meetings, including the avoidance of double bookings and ensuring all necessary participants are included.
- Measure the time taken to complete meeting-related tasks against established benchmarks. Use time-tracking software to identify areas where processes can be streamlined.
- Log and categorize meeting-related issues and the solutions provided. Review these logs to evaluate problem-solving effectiveness and identify patterns that could inform future improvements.
Appointment Coordination
Appointment coordination is not just filling slots in a calendar. It involves strategic planning to ensure the executive’s time is used efficiently, considering travel time, preparation needs, and the importance of each engagement.
KPIs Related to Appointment Coordination:
- Time Management: Assessed by percentage of time spent on tasks and projects, punctuality, and prioritization of responsibilities.
- Organization: Measured by document management efficiency, schedule maintenance, and filing system effectiveness.
- Response Time: Average time it takes to respond to a request or inquiry.
How to Measure These KPIs:
- Assess how well tasks are prioritized and aligned with the executive’s strategic objectives. Use feedback from the executive to adjust prioritization criteria.
- Evaluate the effectiveness of your filing and scheduling systems through random audits to ensure information is easily retrievable and appointments are not overlooked.
- Track the average response time to appointment requests or changes. Set targets for improvement and monitor progress over time.
Office Communication
Office communication is key to ensuring a clear and effective exchange of information. It involves crafting messages with clarity, ensuring accuracy, and maintaining professionalism in all forms of communication within and outside the organization.
KPIs Related to Office Communication:
- Communication Skills: Measured by the quality, speed, and professionalism of responses in emails, calls, and meetings.
- Data Accuracy: Percentage of data entered into systems or databases that is accurate and up-to-date.
- Customer Satisfaction: Number of customers who report being satisfied with their interactions with the administrative team.
How to Measure These KPIs:
- Implement a peer review system where colleagues can provide anonymous feedback on the clarity, conciseness, and appropriateness of communications. Additionally, conduct regular audits of email and report samples to identify areas for improvement.
- Use software tools to track and report errors in data entry and management. Set up regular data quality reviews with the IT department to ensure the integrity of information.
- Develop and distribute satisfaction surveys to both internal and external customers focusing on the effectiveness of communication. Track changes in satisfaction levels over time to gauge improvement.
Teamwork
Teamwork and collaboration involve working effectively within teams, contributing to group goals, and facilitating positive outcomes. It’s about leveraging the collective skills of the team and fostering an environment of mutual support and learning.
KPIs Related to Teamwork:
- Collaboration: Total of collaborative projects completed successfully in the last quarter.
- Management and Leadership: For those in supervisory roles, evaluated by team productivity, feedback from team members, and the achievement of departmental goals.
- Process Improvement: Amount of processes that have been improved or streamlined in the last quarter.
How to Measure These KPIs:
- Utilize project management software to track contributions to team projects and goals. Encourage team members to provide feedback on each other’s collaboration efforts through regular team assessments.
- Measure leadership effectiveness by setting specific, measurable goals for projects and mentoring activities. Use 360-degree feedback to assess leadership skills and the impact on team productivity and morale.
- Document all process improvements initiated by the team, including the rationale, implementation steps, and outcomes. Use metrics such as time saved, cost reduction, or quality enhancement to evaluate success.
Creating Your Own KPIs as an Assistant
While this list of KPIs for assistants should give you a robust starting point, because different assistant roles can vary greatly from one another, you may want to create your own. Creating KPIs for your role may seem intimidating. In reality, if you focus on the fact that implementing KPIs will actually help you hit your targets more effectively, you’ll find that they are a powerful tool that can help you improve as an assistant.
As you start to develop your own KPIs, here are a few things to keep in mind:
- Think baby steps. You can identify and implement KPIs slowly and thoughtfully.
- Keep your KPIs at a reasonable number. Don’t set unrealistic goals.
- Have different KPIs to track progress throughout the year. Create monthly, quarterly, and annual KPIs.
- Make sure they can be observed or measured. KPIs can be objective or subjective.
- Once you set your KPIs, write the steps you will take to achieve them. This will be your formula for success!
- Track your own KPIs. Keep them where you can see them weekly and assess yourself. Are you on track? If not, why not? If yes, great!
Conclusion
In the dynamic and demanding world of executive support, mastering the art of KPIs is crucial for career advancement and professional excellence. By embracing the competencies and KPIs outlined in this blog, you can embark on a journey of continuous improvement, setting yourself apart as a strategic partner in your organization.
