Engagement
Counter Operations Scorecard Design
Design of teller and counter scorecards that align branch floor reality with head-office reporting language.
Who it is for
Operations excellence and HR partners defining fair counter productivity measures.
Result
Agreed scorecard definitions, thresholds, and visual layouts ready for MIS implementation.
Included
- Stakeholder workshops
- Definition sheets for each measure
- Threshold guidance by branch type
- Visual mock of the scorecard views
Not included
- Payroll system changes
- Incentive scheme legal review
Provider
Operations analytics facilitators
Process
- Current-measure audit
- Workshop rounds
- Definition lock
- Visual handover
Preparation
Bring existing KPI dictionaries and sample incentive reports.
Constraints
Labour-sensitive measures require HR attendance at workshops.