One of the most difficult realizations for agency owners is this:

Payroll does not equal productivity.

Just because someone is employed does not mean tasks are completed at a measurable standard.

The Illusion of Completion

Without measurable KPIs, you can’t distinguish between:

• Work attempted
• Work completed
• Work completed correctly

Many owners trust verbal updates.

“Everything is under control.”

Until it isn’t.

What Should Be Measured?

For QA:

• Average charts reviewed per day
• Error correction turnaround time
• Coding variance percentage
• Aging documentation count
• OASIS completion rate

If these numbers aren’t reviewed weekly, you are not managing performance.

You are supervising presence.

Accountability Framework

Strong agencies implement:

• Performance scorecards
• Monthly review meetings
• Randomized quality audits
• Clear consequences for backlog growth

Compensation should align with measurable outcomes.

Not time spent in the office.