• Absenteeism: High absenteeism is indicative of personnel problems. Tracking absenteeism may uncover systemic absenteeism in certain departments. It may also be more widespread and become a much larger problem to solve.

• Turnover Rate of Top Performing Employees: Some turnover
in an organization is expected and may be beneficial if those leaving were poor performers. Problems arise when unexpected and unwanted turnover occurs. Loss of top performers due to voluntary resignations is particularly negative and comes at a higher cost. These employees probably have other employment options, making their retention an important indicator as to whether your center’s leadership, work environment, growth opportunities, and compensation levels are effective.

• Percentage of Management and Supervisory Staff with Below Average Performance Reviews: This metric tracks the amount of low-performing employees. If the percentage is considered high, other KPIs will also show unfavorable performance.

• Number of Instances that HR Has to Intervene: Examples are terminations for cause, hostile work environment issues, inappropriate behavior, discrimination, and dishonesty.

• Number and Outcome of Labor Union Grievances: The number of grievances and arbitration caseload could be signaling several things; an undercurrent of unrest, a few workers with selfish reasons are causing unrest, or a management problem. Grievances for personnel actions (suspension, terminations) are not unusual and are expected. Grievances challenging work rules, such as what an exhibitor may do in building their exhibit, or for jurisdictional disputes among unions are more serious. An arbitration ruling unfavorable to the convention center can adversely affect business financially but more so reputation wise.

• Number of Workman’s Compensation (WC) Claims: A high number of claims is supposed to be indicative of injuries due to unsafe practices. In our industry there are few workplace injuries. When the number of claims rises beyond the norm, WC insurance premiums will balloon. Insurance carriers advise that the more likely cause is fraud. Employees take advantage and file false claims with impunity. These individuals can influence others. Beyond higher premiums, the results are often an ineffective and indifferent workforce. After a time, the insurance carrier will increase the WC Experience Modification Rating (EMR), causing premiums to spike, and, if not controlled, scrutiny by the government.