What Are Some Measurable KPIs for Executive Assistants?
Key Performance Indicators (KPIs) refer to a set of quantifiable measurements. They are used to gauge a company’s overall long-term performance by measuring progress through data. KPIs 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 is more objective, like sales. 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 administrative assistants to identify KPIs for their role. This may be a new concept for some assistants.
Why are KPIs important?
KPIs are important because they give us a target. If we know the target we need to hit, we can better plan how to get there. For example, one assistant I coached years ago set a KPI of decreasing her executive’s email inbox by 20% over three months. Do you see how specific and measurable this is? Once she identified that KPI, she wrote her action steps on how she would achieve it.
KPIs are also helpful in making sure an employee is on track. As the CEO and owner of Office Dynamics, each person on my team has established KPIs. I review an employee’s KPIs every three months with them. They help guide our discussion and provide focus. It lets both the employee and leader know how things are going and gives the leader an opportunity to provide feedback where necessary. This is much better than waiting an entire year to learn if you hit your goals or not.
What are some examples of KPIs for administrative professionals?
To provide some examples of KPIs for administrative and executive assistants, I am going to use parts of Office Dynamics’ proprietary Administrative Professional Effectiveness Assessment, better known 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. Examples:
- Initiate daily touch base meeting whether in person or virtually to confirm the day’s priorities, clarify assignments, and resolve open issues.
- Ensure leader is organized, on-time, and well prepared for whatever lies ahead.
- Help increase executive’s productivity by 20% by taking on assignments and projects.
Meeting Preparation and Implementation:
- Research and filter information or pre-reads for leader.
- Flawless execution of pre-meeting, meeting proper, and post-meeting stages.
- Post meeting: holds a debrief with leader to capture action items, follow-up items, and calendar dates.
- When scheduling appointments, allows adequate time between appointments.
- Gathers necessary information related to appointment (contact information, venue, and other relevant information.)
- Looks at calendar from a holistic perspective for better planning.
- Writes clear, concise correspondence.
- Proofreads all material for errors, omission, and consistency.
- Adept at delivering difficult messages in a tactful manner.
Teamwork and Collaboration:
- Networks across the organization.
- Willing to teach team members processes or how to use technologies.
- Applies emotional intelligence by facilitating situations for a positive outcome.
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!