Development of Human Resource Key Performance Indicators: A Case Study of NL Development Public Company Limited

Abstract

The purposes of this qualitative research were 1) to investigate organizational characteristics, efficiency indicators, SWOT analysis and HR Scorecards for the HR department of the year 2019; and 2) to develop efficiency indicators for human resource key performance indicators for the HR department. The participants were 7 purposive employees working in the HR Department. The qualitative data were obtained by using structured interviews. As results, the 4 HR Key Performance Indicators (HR KPIs) constituted 27 indicators according to Balanced Scored Theory: 1) Financial perspective with 3 indicators: 1.1) HR budgeting strategy to ensure effective HR management; 1.2) Budget control for greater efficiency in HR Operations; and 1.3) Reducing recruitment costs. 2) Customer perspective with 3 indicators: 2.1) Satisfaction among welfare recipients; 2.2) Satisfaction among training participants; and 2.3) Satisfaction assessment of labor delivery. 3) Internal process perspective with18 indicators, the 3 essential keys were 3.1) Job recruitment operations according to budget plan and manpower planning; 3.2) Candidate's education verification from the beginning; and 3.3) Completeness and accuracy of any information involving policy on employees’ compensation and benefits. 4) Learning and Development Perspective with 3 key performance indicators: 4.1) Implementation of quality management system based on the ISO 9001: 2015 standards; 4.2) Encouraging personnel to understand and recognize the organization's core values; and 4.3) Digital media adoption and engagement for employee empowerment in the Industry 4.0 Era.