Hu
Strategy Map
Financial
Code Objective
1.0 Maximize Carlson Human Capital
Customer
Code Objective
2.4 Engage Employees
2.3 Leverage Diverse Workforce
2.2 Ensure Quality Organizational Leadership
2.1 Deliver "Best In Class" HR Services
Process & Technology
Code Objective
Implement Highly Effective Talent Management
3.3
Systems
3.2 Deliver Effective Total Rewards Systems
3.1 Deliver High Quality Cost Effective Services
People
Code Objective
4.3 Build "Best In Class" HR Functional Expertise
4.2 Build a great place culture for HR
4.1 Demonstrate Strong Carlson HR Leadership
Human Resources
Measures that Matter Result
Measure 06 Target 08 Target 2004
Human Capital ROI $0.50 $0.50 NA
Measure 06 Target 3yr Target 2004
Carlson Voices Overall Grand Mean 4.09 1st Q 4.12
TO of Disengaged vs Engaged 4.00 5.00 ---
% women level F and above 45% TBD 41.8%
% minorities level F and above 15% TBD 3.3%
Retention of High Performers 90% 90% 92.8%
Retention of High Perf / Potentials 90% 90% ---
Customer / Stakeholder Satisfaction --- --- ---
Measure 06 Target 3yr Target 2004
% of high potential/performers hired
30% 40% ---
within previous two years
% of positions filled Internal vs External
60% 75% ---
down to level F
Base Compensation Differential 20% ---
HR Cost Per Employee (Hackett) $1,526 1st Q ---
Measure 06 Target 3yr Target 2004
Retention of top HR Performers 90% 90% ---
% of internal vs external HR hires 60% 75% 68.8%
HR Engagement Score 4.20 4.22
Leadership Engagement Score 4.40 3.96
Results that Impact
Deliver Our Family of Business
2005 Q1 06 Q2 06 Q3 06 Q4 06 Freq Trend
$0.45 $0.05 $0.18 $0.08 YTD - Q
Satisfy the Customer
2005 Q1 06 Q2 06 Q3 06 Q4 06 Freq Trend
4.10 --- --- --- 4.03 A
5.67 7.05 5.22 5.45 3.00 YTD - Q
41.5% 37.8% 39.1% 35.4% 35.8% YTD - Q
3.8% 4.4% 6.5% 5.0% 4.9% YTD - Q
87.4% 91.5% 81.7% 79.8% 79.1% YTD - Q
88.2% --- 92.3% 87.3% 87.1% YTD - Q
--- --- --- --- --- YTD - Q
Work Smarter Not Harder
2005 Q1 06 Q2 06 Q3 06 Q4 06 Freq Trend
30.4% --- 42.9% --- --- A
55.2% 68.8% 68.2% 68.6% 68.3% YTD - Q
--- A
$2,741 $2,857 --- --- --- A
Build the Team
2005 Q1 06 Q2 06 Q3 06 Q4 06 Freq Trend
90.6% 94.4% 78.9% 77.8% 81.3% Q
47.2% 33.3% 40.0% 35.6% 45% Q
4.18 --- --- --- 3.82 A
4.38 --- --- --- 4.16 A
Threshold Target
Performance Indicator Metric Red Yellow Green
Business Group
Actual (Regular)
Headcount Planned/Actual Planned > 10% over plan > 5%, <10% over plan 2% - 5% over plan
Termination Rate
Turnover Total number of Employees > 22 % > 15%, < 22% < 15%
Recruiting
Actual+Open
Open Positions Planned > 10% over plan > 5%, <10% over plan 2% - 5% over plan
Total days positions open
Average # days open Number of open positions > 65 days 55- 65 days 55 days
Total days to fill positions
Average time to fill Exempt Number of Exempt Positions > 68 days 40-68 days <40 days
Days to fill non-exempt pos
Number of non-
Average time to fill non-Exempt Exempt pos > 35 days 14 - 35 days < 14 days
Human Resources
Total Actual Errors Total
SAP Data # of Possible errors > 5% over plan 2% - 5% over plan < 2% over plan
HR Expense
HR Expense to Revenue Ratio Total Revenue > 10% > 5% over plan 2% - 5% over plan
Service Center
Speed of Answer Average time to answer > 30 seconds < 25 seconds < 22 seconds
% calls that leave the system
Abandon Rate prior to answer > 10% 5% < 3%
Resolution for data that has
Resolution within 3 Working Days been elevated < 85% 90% 95%
Customer Satisfaction As determined by survey < 75% 80% 85%
% calls that enter the system
% Calls Handled First Contact handled 1st contact < 70% 75% 80%
Talent Management
Measures Actual
Category
Average Annual Salary <80% 80%-89% 90%-109% 110%-119%
Distribution by Market Index
Slightly Slightly
Average Merit Increase by Below (1) Meets (3)
Below (2) Above (4)
Total Rewards Performance Rating
Annual Benefits Expense
[Insert Additional Measures]
[Insert Additional Measures]
Prior Year Current Year
Time to Fill/Time to Start
Requisition Fulfillment Rate
(within [insert # of days] days)
Voluntary Turnover Rate
Recruiting & Retention
Involuntary Turnover Rate
[Insert Additional Measures]
[Insert Additional Measures]
Prior Year Current Year
Cross-Functional Mobility
Development Training Quality
Promotion Rates
[Insert Additional Measures]
[Insert Additional Measures]
Individual Development Plan Prior Year Current Year
Completion
Annual Performance Review Prior Year End Current Mid Year
Completion
Performance Management Slightly Slightly
Below (1) Meets (3)
Annual Performance Distribution Below (2) Above (4)
[Insert Additional Measures]
[Insert Additional Measures]
% of Open Positions Filled with
Internal Employees
Successor Pool Coverage
Succession Planning
[Insert Additional Measures]
[Insert Additional Measures]
Goals Norm
>120% <80% 80%-89% 90%-109% 110%-119% >120% <80% 80%-89% 90%-109%
Exceeds Slightly Slightly Exceeds Slightly
Below (1) Meets (3) Below (1) Meets (3)
(5) Below (2) Above (4) (5) Below (2)
Current Year Prior Year Current Year Current Year
Current Year Prior Year Current Year Current Year
Current Year Prior Year Current Year Current Year
rrent Mid Year Prior Year End Current Mid Year Current Year
Exceeds Slightly Slightly Exceeds Slightly
Below (1) Meets (3) Below (1) Meets (3)
(5) Below (2) Above (4) (5) Below (2)
Norm
110%-119% >120%
Slightly
Exceeds (5)
Above (4)
Current Year
Current Year
Current Year
Current Year
Slightly
Exceeds (5)
Above (4)
