Performance management metrics
Metrics define performance targets and measurements to align workplace resources with business objectives. IBM® TRIRIGA® Workplace Performance Management provides workplace managers and employees with a view of workplace performance.
Metrics are provided in the following key areas:
- Financial performance
- Measures the cost of operations, total occupancy costs, revenue weeks, and profitability of workplace operations and resources.
- Operational performance
- Measures the efficiency and effectiveness of workplace processes.
- Customer performance
- Measures how well workplace operations align with the business organization needs.
- Portfolio performance
- Measures the use, condition, and return on workplace assets.
- Environmental performance
- Measures cost, intensity, and recovery for energy, emissions, water, and waste.
In TRIRIGA, the external corporate financial system is hierarchical and aggregates costs at the building or structure level. The cost code structure and roll-ups align with common industry definitions of capital, cost of operations based on varying factors, operating costs within spending targets, or expense.
- % On-time Delivery – My Projects metric
Identifies operational performance of the active user in delivering real estate projects and transactions within a planned schedule. - % On-time Delivery – My Tasks metric
Identifies operational performance of the active user in delivering real estate project and tasks within a planned schedule. - % On-time Delivery – Real Estate Projects metric
Identifies operational performance of real estate department in delivering real estate projects and transactions within a planned schedule. - % On-time Payments - My Real Estate Contracts metric
Identifies operational performance of the active user in delivering on-time payments within the due date, therefore avoiding potential penalties, and late fees. - % Portfolio Leased metric
Defines portfolio agility and flexibility. - % Savings from Audits
Identifies operational performance of common area maintenance (CAM) / operating expense (OPEX) audits in avoiding non-contracted payment line items. - Area per Person – RE Contracts metric
Defines opportunities for disposition of real property assets. - Average Days Outstanding metric
Identifies operational performance of receivables. - Average Overall Transaction Score metric
Identifies operational performance of the real estate department in delivering real estate projects and quality that is based on the average overall critical to quality (CTQ) score for completed RE projects. - Average Overall Transaction Score – My Projects metric
Identifies operational performance of the active user in delivering real estate projects and quality that is based on the average overall critical to quality (CTQ) score for completed RE projects. - Callback Index metric
Determines the level of tasks that are not completed on the first response and require subsequent tasks to resolve the original issue. - Capital Cost (Actual vs. Budget) metric
Identifies whether capital costs are within spending targets. - Capital Cost (Budget vs. Actual vs. Forecast) metric
Identifies whether capital costs are within spending targets. - Capital Renewal Index metric
Correlates the total capital investment in a facility relative to the current replacement value (CRV). - Change Orders to Budget metric
Determines the percentage of a budget that is composed of change orders. In addition, related data shows the effect that potential change orders might contribute as a percentage of budget. - Change Orders to Contract metric
Determines the percentage of a contract that is composed of change orders. In addition, related data shows the effect that potential change orders might contribute as a percentage of contract. - Churn Rate (%) metric
Determines the move activity levels of people and indirectly determines negative productivity impacts that are caused by excessive moves. - Condition Index metric
Indicates the relative physical condition of a building system, facility, or group of facilities. - Contact Center Efficiency metric
Measures the efficiency of processing contact center requests. - Contract On-Time Completion Rate metric
Determines the schedule efficiency by comparing the contracts that are completed on or ahead of schedule to the total number of completed contracts. - Cost of Operations ($/area) metric
Determines or compares the building cost efficiency based on building area. - Cost of Operations ($/person) metric
Determines or compares the building cost efficiency based on occupants that are housed. - Cost of Operations (by Service Type) metric
Determines or compares the building cost efficiency based on the type of services provided. - Cost per Area (Leased) – RE Contracts metric
Determines or compares cost efficiency based on contract rentable area. - Cost per Area (Owned) – RE Contracts metric
Determines or compares cost efficiency based on contract rentable area. - Cost per Person – RE Contracts metric
Defines opportunities for disposition of real property assets. - Cost per Seat – RE Contracts metric
Defines opportunities for disposition of real property assets. - Current Budget to Forecast metric
Identifies projects that are over the current budget and analyzes to see how much specific projects are over budget. - Custodial-Housekeeping Costs / Area ($/area) metric
Determines cost efficiency based on comparing the custodial costs to the overall area of the facilities. - Customer Satisfaction - Facilities metric
Determines the satisfaction of facility occupants with services and workplace solutions to indicate opportunities for improvement, improvement trends, or poor performance trends. - Density (area/person) metric
Determines efficiency of the space usage of workers to identify opportunities to change capacity for a building or floor or improve occupancy. - Density (area/workpoint) metric
Determines efficiency of workstation and workpoint standard size to identify opportunities in workstation layout or standards improvements. - Emergency Task Cost Ratio metric
Determines the level of emergency maintenance work that is performed compared to maintenance work that is scheduled. - Emissions (Carbon) (US Tons CO2) metric
Determines emission efficiency based on comparing carbon footprint calculations by emission type, location, geography, calendar period, and other attributes. - Emissions (Carbon) Intensity (lbs CO2 / GSF) metric
Determines emission efficiency based on comparing carbon footprint calculations per gross square feet by location, geography, calendar period, and other attributes. - Emissions (Carbon) Intensity per Occupant (tons CO2) metric
Determines emission efficiency based on comparing carbon footprint calculations by location, geography, calendar period, and other attributes, as a function of the total occupants in the facilities. - Emissions to Air (lbs-mass) metric
Determines environmental sustainability condition and efficiency based on comparing emissions to air by emission type, location, geography, calendar period, and other attributes. - Emissions to Air Intensity (kilograms / GSF) metric
Determines emission efficiency based on comparing by location, geography, calendar period, and other attributes by area of the facilities. - Energy Cost (USD) metric
Determines energy cost efficiency based on comparing energy cost by location, geography, calendar period, and other attributes. - Energy Cost (USD) - Energy Type metric
Determines energy cost efficiency based on comparing energy cost by energy type, location, geography, calendar period, and other attributes. - Energy Cost Ratio (%) metric
Determines cost efficiency based on comparing the total energy cost to the total cost of operations (TCO). - Energy Use metric
Determines energy use efficiency based on comparing energy use by location, geography, calendar period, and other attributes. - Energy Use - Energy Type metric
Determines energy use efficiency based on comparing energy use by energy type, location, geography, calendar period, and other attributes. - Energy Use by Cooling Degree Day (kilowatt-hours) metric
Determines energy use efficiency based on comparing energy use by location, geography, calendar period, and other attributes. This metric also normalizes energy consumption for cooling based on number of buildings, buildings size, and the climate at the various locations. - Energy Use by Degree Day Total (kilowatt-hours / degree days) metric
Determines energy use efficiency based on comparing energy use by location, geography, calendar period, and other attributes. This metric also normalizes total energy consumption based on number of buildings, buildings size, and the climate at the various locations. - Energy Use by Heating Degree Day (kilowatt-hours) metric
Determines energy use efficiency based on comparing energy use by location, geography, calendar period, and other attributes. This metric also normalizes energy consumption for heating based on number of buildings, buildings size, and the climate at the various locations. - Energy Use Intensity (kilowatt hours / GSF) metric
Determines total energy use efficiency based on comparing energy use, location, geography, calendar period, and other attributes. - Energy Use Intensity (megajoules / GSF) metric
Determines total energy use efficiency based on comparing energy use, location, geography, calendar period, and other attributes. - Energy Use Intensity per Occupant (kilowatt-hours / occupant) metric
Determines energy use efficiency based on comparing energy use, location, geography, calendar period, and other attributes as a function of the total occupants in the facilities. - Energy Use Intensity per Occupant (megajoules / occupant) metric
Determines energy use efficiency based on comparing energy use, location, geography, calendar period, and other attributes as a function of the total occupants in the facilities. - Environmental Checklist Rating (%) metric
Determines environmental performance based on comparing environmental checklist ratings across facilities and geographies. - Environmental Evaluation Survey (%) metric
Determines environmental performance of facility service providers in delivering productive workplace services and environments based on evaluations that are submitted by clients. - Environmental Opportunity Analysis metric
Analyzes environmental opportunities across the portfolio by opportunity type, cost, and savings to determine the best investment opportunities. - Environmental Project Efficiency Ratio (USD / Tons CO2) metric
Determines cost efficiency based on comparing the savings of carbon emissions to the total cost of environmental projects and tasks. - Facility Operating Current Replacement Value (CRV) Index metric
Determines cost efficiency based on comparing the maintenance budget to the replacement value of the facilities. - Green Condition Index metric
Determines the relative environmental condition of a building or group of buildings by comparing the costs that are associated with documented energy opportunities with the current replacement value (CRV) for the facilities. - Implementation Plan Savings Progress metric
Determines progress for plan savings goals. Adds savings from each transaction and compares them to the implementation savings goals. - Income per Area (AR Leases) metric
Determines or compares income based on accounts and receivable leases. - Maintenance Costs / Area ($/area) metric
Determines cost efficiency based on comparing the maintenance costs to the overall area of the facilities. - Maintenance Costs / Area Maintained metric
Determines cost efficiency based on comparing the maintenance costs to the overall maintained area of the facilities. - Mobility Space Rate (%) metric
Determines the percentage of space that is designated for shared use. Identifies locations to further adopt shared workspace solutions. - Mobility Worker Rate (%) metric
Determines the percentage of remote and mobile workers that are designated to use shared space solutions. Identifies locations and organizations to further adopt shared workspace solutions. - Move Cost ($/area) metric
Determines whether building move costs are within spending targets. - Move Cost ($/Person Moved) metric
Controls move costs and improves move cost efficiency. - My Average Transaction Cycle Time metric
Identifies operational performance of the active user in delivering real estate projects within a planned schedule. - My On-target Service Costs metric
Determines the level of responsiveness based on defined service-level metrics. - My On-Time Service Responsiveness (turn-around time) metric
Determines the level of responsiveness based on defined service-level metrics. - My Overall Customer Satisfaction - Operations metric
Determines the operational performance of the logged in IBM TRIRIGA user and his or her organizations. The metric delivers maintenance services based on operations evaluations that are submitted by clients. - My Project Budget metric
Determines project financial health based on comparing the current budget to the forecast final budget by project. - My Service Time Utilization metric
Allows the logged in Service Technician to view his or her productivity based on time entries that are logged for tasks that are compared to total available time. - New Construction Cost / Area metric
Determines cost efficiency by comparing the new construction cost to the overall area for new construction. - Occupancy Rate (%) metric
Determines the efficiency of the sizing standards for workstations and workpoints to identify opportunities in workstation layout or standards improvements. - On-target Service Costs metric
Determines the level of cost efficiency based on defined planned task cost. - On-Time Service Responsiveness (turn-around time) metric
Determines the level of responsiveness based on defined service-level metrics. - Operating Cost (Actual vs. Budget) metric
Determines whether building operating costs are within spending targets. - Operating Cost (Budget vs. Actual vs. Forecast) metric
Determines whether building operating costs are within spending targets. - Original Budget to Forecast metric
Identifies projects that exceed their original budgets and provides details of how much projects are over budget. - Outsource Ratio metric
Determines the overall cost impact from outsourced tasks. - Overall Customer Satisfaction – All Workplace Organizations metric
Determines operational performance of all workplace service providers based on the evaluations that are submitted by clients. - Overall Customer Satisfaction – Portfolio Managers metric
Identifies operational performance of the real estate department in delivering real estate project services based on portfolio manager evaluations that are submitted by clients. - Overall Customer Satisfaction – Preferred Providers metric
Identifies operational performance of external preferred providers, such as brokers, in delivering real estate project services based on preferred provider evaluations that are submitted by portfolio managers. - Overall Customer Satisfaction – Preferred Providers – My Projects metric
Allows the logged in real estate transaction manager to identify the operational performance of external preferred providers, such as brokers, in delivering real estate project services based on preferred provider evaluations that are submitted by portfolio managers. - Overtime Utilization Rate metric
Determines worker productivity based on overtime entries that are logged for tasks, which are compared to total hours worked. - Percent Projects over Budget metric
Identifies the percentage of projects that are over budget against the projects that are at or under budget. This metric applies to capital projects only. - Percent Projects over Schedule metric
Identifies which projects are over schedule as a percentage of all projects. - Percent RFI Overdue metric
Identifies projects that contain a large percentage of overdue RFIs, then drill in to that project and act on those RFIs that are identified as the most overdue. - Preventive Maintenance Task Completion Ratio metric
Determines the level of preventive maintenance work that is performed compared to preventive maintenance work that is scheduled. - Preventive Maintenance to Repair Maintenance Cost Ratio metric
Determines the level of preventive maintenance as compared to repair maintenance. - Project On-Time Completion Rate metric
Determines schedule efficiency by comparing the number of projects that are completed on or ahead of schedule against the total number of completed projects. - Project Schedule Variance metric
Identifies projects that are late, analyze project variance that is compared to original schedule, and identify the project tasks that are overdue. - Real Estate Contract Utilization – Space Use Agreement metric
Defines utilization and allocation of real estate contracts. - Renewable Energy Ratio (%) - Energy Type metric
Determines energy efficiency based on energy type and showing the usage of energy that is purchased from renewable sources as a percentage of total energy usage. - Renewable Energy Ratio (%) metric
Determines energy efficiency based on showing the usage of energy that is purchased from renewable sources as a percentage of total energy usage. - Renovation Cost / Area metric
Determines cost efficiency by comparing the average renovation cost per area for renovation type projects. - Revenue / Carbon Emissions (USD / Tons CO2) metric
Determines cost efficiency based on comparing carbon emissions to overall business revenue. - Revenue Weeks to Target metric
Identifies the revenue impact of the real estate department in delivering transaction plans according to a schedule. - RFI Response Time metric
Identifies how long it is taking project leads on average to respond to their RFIs. - Seat Occupancy % – RE Contracts metric
Defines opportunities for disposition of real property assets. - Seats per Person – RE Contracts metric
Defines opportunities for disposition of real property assets. - Security Costs / Area Maintained metric
Determines cost efficiency based on comparing the security costs to the overall area that is maintained for the facilities. - Service Task Cost metric
Analyzes service task costs and breakdowns across request classes and locations to understand cost planning and resource needs. This metric also reviews time trends to determine changes that might identify resource plan changes or service level changes. - Service Task Volume metric
Analyzes service task volumes and breakdowns across request classes and locations to understand workload and resource needs. This metric also reviews time trends to determine changes that might identify resource plan changes or service level changes. - Service Time Utilization metric
Determines worker productivity based on time entries that are logged for tasks that are compared to total available time. - Services Customer Satisfaction - Operations metric
Determines operational performance of operations service providers in delivering maintenance services based on operations evaluations that are submitted by clients. - Solid Waste metric
Determines efficiency of handling the solid waste for a facility based on comparison by location, geography, waste type, calendar period, and other attributes. - Solid Waste - Type metric
Determines efficiency of handling the solid waste for a facility based on comparison by location, geography, waste steam type, calendar period, and other attributes. - Solid Waste Recovery (%) metric
Determines efficiency of handling the solid waste for a facility by analyzing the percentage of total solid waste that is recovered, based on comparison by location, geography, waste type, calendar period, and other attributes. - Solid Waste Recovery (%) - Type metric
Determines efficiency of handling the solid waste for a facility by analyzing the percentage of solid waste that is recovered by conversion to energy or by recycling and is based on comparison by location, geography, waste steam type, calendar period, and other attributes. - Space Class Breakdown (%) metric
Determines efficiency of the space class mix in a building based on corporate space programming guidelines. It is useful for amenity and support spaces and overall building space efficiency or space layout design. - Time Utilization Summary metric
Analyzes labor breakdown to understand resource demands and efficiencies to use in planning or identify issues or opportunities. - Total Cost of Operations ($) / Total Business Operating Expense ($) metric
Determines cost efficiency based on comparing workplace operating costs to overall business operating costs. - Total Cost of Operations / Carbon Emissions (USD / Tons CO2) metric
Determines cost efficiency based on comparing carbon emissions to the total cost of operations (TCO). - Total Occupancy Cost (TCO) ($/area) metric
Determines or compares building cost efficiency based on building area. - Total Occupancy Cost (TCO) ($/person) metric
Determines or compares building cost efficiency based on occupants that are housed. - Total Occupancy Cost (TCO) (by Service Type) metric
Determines or compares building cost efficiency based on type of services provided. - Utilities Costs / Area ($/area) metric
Determines cost efficiency based on comparing the utilities costs to the overall area of the facilities. - Vacancy Cost – RE Contracts metric
Defines opportunities for disposition of real property assets. - Vacancy Rate – RE Contracts metric
Defines opportunities for disposition of real property assets. - Water Use metric
Determines water use efficiency by water type based on comparison by location, geography, calendar period, and other attributes. - Water Use Intensity (CF / GSF) metric
Determines water use efficiency based on comparison by location, geography, calendar period, and other attributes by area of the facilities. - Water Use Intensity per Occupant (CF) metric
Determines water use efficiency based on comparison by location, geography, calendar period, and other attributes by number of occupants. - Work Distribution Ratio metric
Determines the level of work distribution for an organization. - Worker Utilization Rate (%) metric
Determines efficiency of workstation and workpoint seating capacity based on assignment of space. - Workplace Total Cost of Operations ($) / Business Total Revenue ($) metric
Determines cost efficiency based on comparing workplace operating costs to overall business revenue. - Workpoint Utilization Rate (%) metric
Determines workstation and workpoint occupancy based on organization assignment.
Parent topic: Managing workplace performance