Measurement of working time

Take advantage of the best time sheet in the world dedicated to business services teams. You can use the precise and detailed data you get in real time to optimize processes and settlements with your customers.

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What can you improve?

You recognize that the tools for measurement of employee's working time, which are available on the market don't take into account the specifics of your team's operational work.

You need an intelligent tool, which enable you to use the collected data to optimize your team's working time.

You want to plan efficiently and make good decisions, but you need data from reliable measurements, not estimates or declarations, to do so.

How can we help you?

More efficient planning

Thanks to real data from measurements provided by the system, you are sure how much time each employee takes to perform particular tasks and you can plan further activities efficiently.

Avoid uncertainty and estimations only "by sight"

You can accurately predict team member workloads and the time needed to carry out the new activities, tasks. Additionally you are able to conduct the settlements with customers fairly.

Monitor the progress in the team's work on an ongoing basis and archive it

You get an easy-to-use and intuitive time sheet. Thanks to that you have an accurate view on the current work of your team in one place and you can also use historical data at any time.

Measurement of working time opens up new opportunities

Using the precise and detailed data you get in real time from Harmodesk, and the other benefits of the tool - such as optimising workflow and facilitating backlog management - you can free up 25% of your time and the time of other leaders and line workers within a few months.

Find out how this is possible with the Calculator of the freed up time, which we developed on the basis of our experience in over 500 Business Services and Back / Middle Office teams.

How to choose the best timesheet?

As a consumer, have you ever found yourself in the position of having a wide choice of products in a desired category and at the same time finding it difficult to find the right product that meets your needs and expectations 100%?

That's the feeling managers in the SSC / BPO industry - or, more broadly, organisations carrying out repetitive processes, characteristic also for the Back Office or Middle Office - may have when looking for the right software (time tracking app, or time tracking software) to record and track teams' working time.

While there is a wide range of time tracking applications on the market, the vast majority are tools that are great for project work, not process work. Most of them may disappoint both managers and employees regardless of whether their place of work is a shared services centre or an accounting department in the company. The Business Services sector needs solutions that are able to solve their problems quickly and effectively.

Time measurement and its characteristics in Business Services

Timesheet application in the classic sense - no matter how visually appealing this software is - is actually a very simple mechanism, the heart of which can be imagined as an Excel table. The user simply enters what he did and when into the appropriate fields. The past tense is important here ("did") because usually the table is completed post factum: at the end of the day, week or month. This has very important consequences that are fundamental from the point of view of data reliability and validity.

Good timetracker should measure working time reliably

Is measuring employee working time based on end-of-period reports useful at all, and to what extent? Once in a while - daily, weekly and monthly - an employee is faced with a rather daunting task: they have to remember what they did, when they did it, what tasks they did it for, and fill in the relevant form to make time entries.

Some reach for notes, others check the daily schedule, consult schedules or simply rely on their memory. Employees write down the activities they remember or the tasks they managed to write down, others only the most important operations or simply transcribe data that result from the previously adopted assumptions.

It is enough in project management but not enough in process management

The result? More unreliable records are created, based on estimated durations of particular employee processes, often lacking detailed descriptions of key activities, erroneous or falsified entries, exaggerated times of recording hours worked on particular tasks - in other words, we have inaccurate information that does not accurately reflect reality.

Does such recording and monitoring make sense? The employer seems to have the working time data to record, the employee has ticked off the timesheet, everyone should be happy, but can we really say that everything is ok and "move on"?

Team members are well aware of the poor quality of this data so they don't take it seriously. In this way, what employees treat as a necessary evil often actually turns out to be art for art's sake.

Meanwhile, collecting reliable information on working time is crucial - thanks to working with this data, it is possible to quickly identify elements of processes which require improvement, it is possible to effectively optimise processes, or it is possible to reliably settle accounts with clients.

Why doesn't the classic timesheet work?

In practice, the classic timesheet is not suitable for teams that settle accounts with customers based on working hours. Here's an example from our experience: when accounting teams switched to timetracking software designed specifically for employees carrying out process work, it quickly became apparent that they had previously missed an average of 10-20% of the time spent on tasks. Although this time was actually spent on tasks for the customer, classic solutions did not catch it.

Employees completing timesheet data after the fact omitted smaller, shorter, seemingly less significant activities around the implemented tasks (phone calls, consultations, additional work, emails) because they forgot about them or avoided reporting them for other reasons mentioned above (e.g. unwillingness and lack of motivation and time to manually enter many detailed data).

Additionally, manual completion of timesheet fields took up a lot of employees' time, which was paid for by the employer and which could and should be spent by team members on key tasks bringing real value to the organisation.

How about automatic time tracking?

Some Shared Services teams are meeting time recording needs through employee time tracking solutions. Unfortunately, employee time tracking, while sounding good, is often reduced to employee tracking here.

Usually, to measure time in this way, you use software (time tracker) installed in the system that tracks every step an employee takes on the computer: what they do, what they click on, measuring, of course, their working time.

Does such a solution of tracking time have advantages? Let's take a closer look at it. Employee time tracking software certainly gives the manager a sense of greater control over the employees. What does it mean? It eliminates the use of the computer for private purposes. It provides greater security. It also gives some data that can be used somehow.

This solution seems simple, but in European culture it can be perceived negatively ("Big Brother"), as a sign of distrust in employee. Not surprisingly, it can often raise legitimate fears among managers about resistance from team members.

In our experience, classic time tracking tool is perceived unequivocally negatively by employees. They direct employees' energy towards combining. Employees do not identify with the data, they contest it.

How to keep track online time and reap the harvest of increasing productivity and performance

The data collected in this way leaves much to be desired. Paradoxically, in many areas they are on too general a level (they track what the user does: program, file type, file name, bookmarks), and on the other hand they focus on unimportant details, omitting a whole range of key events for the process. We have a lack of data on suspensions, identification of problems, as well as a lack of data on work outside the computer - phone calls, consultations.

In this model, there is the difficulty of extracting data on the types of tasks performed in a breakdown that allows them to be compared and managed. In a word, we have a lot of data, but little can be done with it to identify problems, errors, deficiencies and optimise processes.

Most importantly, the implementation of a program that tracks team members' work may prevent the implementation of a continuous improvement culture and work on increasing employee engagement in the future.

Since both employee tracking tools and the classic timesheet are not suitable as effective solutions to measure working time in an SSC / BPO organisation is there another solution?

Time tracking software created specifically for SSC/BPO needs

Time tracking tool that truly addresses the needs of Business Services effectively should be devoid of all the drawbacks of classic tracking systems as well as classic timesheet applications.

This is one of the key goals we set ourselves when developing a timetracking software specifically for SSC / BPO.

In our tool, working time reporting takes place in real time. Thanks to the fact that working time data is collected online, in the background of work performance, in passing, as it were, employees do not waste time filling in timesheets.

Because the data is collected in the background of routine tasks, this solution provides accurate data that actually reflects the real picture of processes.

This is how the software catches on average 10-20 percent more activities than a classic timesheet.

On the one hand these are sometimes trifles, which are overlooked in the timesheet system, but e.g. with an appropriate volume they have a significant impact on the settlement of customers.

In the case of an exemplary accountant (every now and then she answers phone calls, emails, gives consultations) at the end of a period it turns out that e.g. 2 hours were not spent on a client - she did not enter many minor activities because she remembered them, she did not want to, or maybe it would have taken her a lot of time. In an optimal time-tracking system there can be no such mistakes.

There is also no room for entering general data in the timesheet based on estimates or based on assumptions or norms. Our system intentionally reports key activities that have a real impact on processes, as opposed to tracking systems that follow employee activities unrelated to the process.

Instead of tracking whether an employee is on Facebook and seeing what an employee clicks on, the software focuses on activities that impact business metrics and work efficiency.

It is important that detailed process data is not just evidence of time worked on processes, but becomes the starting point for analyses aimed at process optimisation. The practical visualisation of data in the system makes it possible to understand the real process here and now, to identify weak links in processes and eliminate them, and strong points in order to qualify and implement them as repeatable models and disseminate them as best practices throughout the team.

This is made possible by the detailed information collected by the system to meet the needs of Business Services, including: volumes, quality criteria, hold-ups, interruptions, their length, nature and causes. This is not possible with project systems

In this way, our time tracker application, instead of being a gendarme for employees, becomes their ally in improving their work. It frees up their time to work and provides a solid foundation for implementing a culture of continuous improvement and employee engagement. Employees identify with data, they feel the need to collect it. They become a subject who also derives knowledge about their work, rather than an object to be controlled.

Time tracking app is a friend for your team performance

As employees begin to see the sense in collecting data in this way, reporting on work process activities on an ongoing basis quickly becomes a habit, does not disrupt work and is not a distraction for employees. Time tracking becomes a friend of staff.

Thanks to the fact that data is available online in real time and visualised in an intuitive and practical way, a manager can quickly see strengths and weaknesses, opportunities and threats in processes, so he or she can act without waiting for data to be completed at the end of the day, week or month, as is the case with classic timesheets.

Time tracking features become fuel and a compass for managing the day-to-day work of the team. They can be analysed per user or for the whole team and provide a practical tool for catching and eliminating inefficiencies.

The tool uses the DONE methodology, according to which you and your employees Deliver the set goals, Optimise processes, Note the most important things in one place with a full view of tasks and Engage employees, who become 100 per cent one goal team and feel responsible for delivering the goals.

No wonder that more and more organisations are using Harmodesk, recognising that it is the best time & attendance software on the market for the modern Business Services industry.

"Why HarmoDesk? We needed a tool to help us track time, which is crucial for BPO. The software is very intuitive and the team has made a habit of using it."

Renata Kabas-Komorniczak
Partner at BPO Poland