Research
Internal Process Perspective
Backlog
Performance Indicator:
Backlog
Strategy for Selection:
Backlog index is an indicator of productivity and resource allocation. It shows how well the organization is keeping up with the workload. Backlog may be influenced by several variables, some of which may be outside the control of the organization. Nevertheless, it signals a need for attention with respect to potential process improvement and can have a correlation to other performance indicators.
Definition:
Backlog index is the number of staff-hours required for completing open work orders or transactions normalized by the total number of staff-hours that are available to work on the backlog on an annual basis. It is generally represented as a percent of total payroll hours for a year. The number of staff-hours required for accomplishing all uncompleted work is calculated by totaling the estimated time that will be needed for every open transaction. Staff F.T.E is the number of staff who would normally be assigned to the type of work in backlog status. Use the normal work hours for an F.T.E. for standard comparative purposes, which is typically 2080 hours annually for most institutions.
Equation:
Total Number of Staff-Hours in Backlog Status
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Total F.T.E. X Normal Hours (typically 2,080)
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