Hi Mark, 

I agree with your statement; I am much more concerned about quality than 
sheer quantity and I've also wondered how best to measure this.  One way I 
started monitoring performance/quality is with a random 10% audit of the 
new boxes processed in the Records Center.  We receive a form from the 
department that has metadata that is entered in our RMS system.  I require 
the staff to make sure the contents match the form (to the best of their 
ability).  For example, did the department enter the correct date range? 
Did they use the correct retention code?  Did they describe the contents 
adequately to enable us to find the box in the future?  I run a report to 
find all of the new boxes entered in the past month.  Then, I check for 
accuracy and quality of work by spot checking some of the new boxes 
entered.  You can work out numbers that make sense but for example the 
goal could be: 99% quality and accuracy of new boxes received for 
archiving in the Records Center.  Performance measured by a random 10% 
audit of new boxes processed each month.  It's certainly not 'scientific' 
but at least it makes me feel like I am doing something to monitor and 
measure quality and accuracy.

Regards, Terra

Terra McIntyre
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From:   "Mark H. Hoover" <[log in to unmask]>
To:     [log in to unmask]
Date:   11/20/2013 07:54 AM
Subject:        Performance measures for records management programs
Sent by:        Records Management Program <[log in to unmask]>



The City of Sugar Land Tx is overhauling the way it conducts performance 
measures for all departments. In my opinion what we currently track at the 
City is indicators of activity not performance (ie # of boxes of records 
destroyed, # of requests for records management assistance, # of boxes 
archived at the records center, etc)   For me, as an example,  you need to 
have goals that you can use as a basis for the performance reviews for 
your staff.  Counting boxes and service calls does not seem to provide any 
kind of guidance.  I would like to use the Information Governance Maturity 
Model but I don't know how to measure progress on a monthly or quarterly 
basis.  Does anyone have true performance measures and could you give me a 
couple of examples of what you use?


Mark H. Hoover, CRM
281-275-2202
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