CDC and Korus Consulting have developed a solution for monitoring the KPI of employees and the quality of services

2024: Creation of a system to monitor employee KPIs and service quality

A joint working group of the Center for Corporate Solutions and Korus Consulting has developed a system for automatically collecting, preparing and storing data on employees' key performance indicators (KPIs) and customer service quality, as well as building analytical reporting. The CDC plans to scale the system to other functional areas. Corus Consulting announced this on April 11, 2024.

The created architectural solution includes automation of unloading and calculation of indicators, integration with 7 source systems, including HCM, ERP, EDM systems, access control and control system and portal services.

In the process of expanding the number of services, the CDC faced the issue of obtaining objective data on the volume and quality of services provided. The management needed detailed information both in terms of employees and on specific automation tools. So in the CDC there was a need for the development of a digital operating model for the management of the organization.

As part of the project, the KORUS Consulting team implemented regular automated calculation of SLA indicators in end-to-end processes H2R "From hiring to dismissal" and R2R "From posting to final reporting," as well as KPIs of operating employees involved in these processes.

In the process of working together on the methodology and logic of calculating indicators, we managed to form a common analytical space showing the results of the provision of services (quality and timeliness), - said Liubov Tyurina, Head of the Operational Efficiency Department of the Center for Corporate Solutions.

In the course of work on the implementation of the system and the creation of a roadmap for automating performance indicators, together with colleagues from the CDC, we were able to formalize and improve training processes, data to ensure the calculation of indicators of timeliness and quality. By focusing on the exceptional value of the information received for the company, we have provided the basis for the future scaling of the system to other areas of activity. The developed solution helps to improve the quality of the services provided, simplifies communications between departments, helps to improve and unify approaches to assessing the effectiveness of employees using internal benchmarking, determine leaders in performance, timeliness and quality, - said Denis Lushnikov, Head of the Competence Center Microsoft of the Analytical Solutions Department of KORUS Consulting Group.