Ultimate Performance: Measuring Human Resources at Work

Sherri Bliss: Program Manager, PacifiCare Health Systems

Please describe your recruiting metrics program and how it is used. (metrics for management reporting, metrics for Human Resources reporting, and recruiter productivity metrics).

As one of the nation’s leading consumer health organizations, PacifiCare is recognized for innovation in consumer products and services, as well as our employment practices. In business for more than 26 years, we employ approximately 9,100 employees and do business in 36 states and Guam.

Launched in January 2002 as part of a business turnaround strategy, PacifiCare’s Talent Acquisition department is responsible for the acquisition of human capital through strategic recruitment and branding programs to meet the business challenges and objectives of PacifiCare and assure we are hiring for fit in an achievement culture. Committed to the employment brand we created, “Envision. Innovate. Accomplish,” our department was integral to the success of a business turnaround strategy launched in 2000, officially accomplished at the end of 2004, by facilitating the company’s shift to an achievement culture through talent acquisition and development. Over our 3+ years in operation, we have grown into a world class recruiting organization with notable accomplishments.

In order to evaluate our effectiveness and opportunities for improvement as a staffing function, we have been measuring and reporting a specific set of metrics since our inception. Our key performance ...