RAC wins praise for driving through measures

The RAC vehicle breakdown and insurance services group has been cited by the
Accounting for People Task Force as a good example of an organisation that has
started to effectively measure its people.

The RAC operated a number of different HR and payroll databases throughout
the group, but recognised the need to understand, evaluate and recommend
changes in order to integrate its HR practices.

To do this, it created one set of quantifiable HR data, identifying 10 core
measures that it reports on quarterly.

During a six-month pilot scheme, the RAC refined its measures and
benchmarked the cost of turnover, new colleague retention and absence. It used
the Chartered Institute of Personnel and Development’s HR Trends and Prospects
Survey as a nationwide comparator, as well as retail giant Asda, which was the
Sunday Times Number One Company to Work For.

The RAC’s head of HR support services, Lorraine Nicholls, said: "Our HR
measures have helped us create a tangible link between our values and our
business performance."

RAC measures

– Colleague satisfaction

– Absence

– Turnover

– Stability

– New colleague retention

– Reasons for leaving

– Gender – full-/part-time split

– Ethnic profile

– Length of service

– Age profile

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