PROFESSIONALS AND BUSINESSES PARTICIPATING IN DISCUSSION
Learning & Teaching Fellow (retired)
Environmental, Health And Safety
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raghuvaran chakkaravarthyDear Aites,
Warm welcome to our citehr EHS form. Nice to heard some of your friend adviced you to join in our citehr EHS forum its shows us where we are now.
First of all thanks to you bringing new topic in our forum. Hope you will actively participate in our forum.
First you want to know what is Leading & Lagging Indicators?
Leading indicators are activities that should be trended as they predict the outcomes (i.e., lagging indicators). Quotas or goals should only be placed on lagging indicators and never on leading indicators. Placing a goal on a leading indicator will result in gaming and generate the
Definition-Measures that “drive” or lead to the performance of lag measures; normally measuring intermediate processes and activities.
• Average Speed of Answer (ASA)
• Average Handle Time (AHT)
• First Contact Resolution (FCR)
• Number of contacts
• Predictive in nature and allows the organization to make adjustments based on results
• May prove difficult to identify and capture; often new measures with no history within the organization
Definition- Measures focusing on results at the end of a time period, normally characterizing historical performance. Also referred to as Key Results Indicator (KRI)
• Total Customer Contacts
• Total Incidents
• Total Problems
• Normally easy to identify and capture
• Historical in nature and does not reflect current activities
• Lacks predictive power
Leading vs. Lagging Indicators
As our terminology evolves in the support center, when we are taking about leading indicators, we are really talking about performance indicators. When we are talking about lagging indicators, we are really talking about Key Results Indicators (KRIs). It is important to emphasize that goals and objectives should be based on lagging indicators whenever possible.
Setting Goals on Lagging Indicators
When setting goals, be aware that goals will drive behaviors. Think of how you want to drive those desired behaviors. When you develop the processes and the metrics that will help to measure their success, also develop a list of behaviors that you want your support analysts to
exhibit. If you identify and document the desired behavior, it becomes the basis for the behavior.
Please let me know it solve your query if not let me know.
Note: I tried to upload some PPT & PDF which will help to understand easily regarding your query due to some network error wouldn't upload now but sure will upload soon as soon as i can or just write me will drop to your mail i am available at
Keep on touch.
From United States, Fpo
nashbramhallThe bulk of the message by Raghu was found at http://www.icmi.com/files/ICMILeadin...sExplained.pdf
Kindly also see http://www.hse.gov.uk/chemicals/work...08/jcarter.pdf and Inspections and Severity: Two Leading Indicators to Use Today -- Occupational Health & Safety both found by Google search.
Have a nice day.
From United Kingdom
Warm welcome to our EHS forum of CiteHR... Hope you will enjoy the learning from here and will actively share/participate into the different threads going on...
I am attaching the files got from Mr. Raghu over mail... Hope this will surely fulfil your requirement...
If need anything more, let us know specific requirement, so that we can help you...
@Raghu: Great sharing this time too... keep up the good work and let’s keep this forum alive...
@Simhan: Thanks for the participation from administration side and providing informative links... Keep on sharing your expertise with us...
shashikant maneDear All pl z tell me why safety performance is being count in millions per hours and why not in billion or thousand regards, Shashikant
From India, Indore
nashbramhallPlease read about Six Sigma at What Is Six Sigma?
I am not sure if you have framed your question right!
"The statistical representation of Six Sigma describes quantitatively how a process is performing. To achieve Six Sigma, a process must not produce more than 3.4 defects per million opportunities. A Six Sigma defect is defined as anything outside of customer specifications. A Six Sigma opportunity is then the total quantity of chances for a defect. Process sigma can easily be calculated using a Six Sigma calculator."
Have a nice day.
Chief Advisor, Promentor-consulting
From United Kingdom