How to Measure Human Resource Management

How to Measure Human Resources Management, Third Edition, is an industry classic, renowned for helping HR managers measure the efficiency and productivity of all major personnel functions in the quantitative terms that senior executives understand. This new edition has been completely rewritten to explain how the Web and other technologies can make HR measurement simpler and more effective. New chapters discuss hot new topics such as measuring intellectual capital, measuring HR call centers, and measuring the effectiveness of E-learning.

Jac Fitz-enz is an internationally recognized authority on human resource management and is the pioneer of the field of human capital benchmarking and performance measurement. In 1977, Dr. Fitz-enz founded Saratoga Institute, which today publishes one of the world's largest databases of human capital metrics, the Human Capital Benchmarking Report. He has authored five books on human capital management. Dr. Fitz-enz previously held senior human resource posts at major technology and financial services companies in the United States.

Barbara Davison is Principal Consultant with Saratoga Institute. She worked with Dr. Fitz-enz on the original research and development of HR metrics. Ms. Davison has held several director-level HR positions at Motorola and ARA.

Preface to the Third Edition

vii

Prologue: The Long Road to Today

1

(4)

PART I Why Measure Human Resources

5

(38)

The New Human Resources

7

(6)

Trends in Human Resources

13

(8)

Designing a Measurement System That Works

21

(14)

If You've Never Measured HR Before...

35

(8)

PART II How to Measure Hiring and Staffing

43

(66)

Measuring Workforce Planning

45

(12)

Measuring Recruiting

57

(22)

Keeping Management (Your Customer) Satisfied with the Hiring Process

79

(30)

PART III How to Measure Compensation and Benefit Values

109

(48)

Compensation: Connecting It to Revenues and Expenses

113

(28)

Benefits: Measuring Plan Effectiveness

141

(16)

PART IV How to Measure Training and Development Values

157

(74)

e-Learning: Distance and Self-Paced Learning Measures

159

(6)

Knowledge Management: Linking with Organizational Learning

165

(10)

Leadership and Management Development: Measuring the Effect

175

(26)

Career Management: Tracking the Value

201

(10)

Organization Development: Measuring the Business Outcome

211

(20)

PART V How to Measure Employee Relations and Retention Programs

231

(52)

Orientation and Counseling: Measuring Connections and Cost

233

(22)

Absenteeism and Turnover: Understanding Costs and Reasons

255

(20)

Labor Relations

275

(8)

PART VI e-HR: Moving HR to the Web

283

(32)

Workforce Analytics: Supporting Business Decisions

289

(18)

Communication: Reporting Outcomes and Trends

307

(8)

PART VII How to Measure Alternative Methods' Value

315

(20)

Outsourcing and Call Centers: Assessing the Value

318

(11)

Employee Self-Service: Gauging Effectiveness

329

(6)

Epilogue: Where HR Goes from Here---Prospects, Problems, and Payoffs in the Twenty-First Century

335

(4)

Index

339

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How to Measure Human Resource Management

Summary

Author Biography

Table of Contents

Supplemental Materials