Human Resources Outsourced research
Testing Leave Request Routing Accuracy
leave request routing
Research question and scope
Research question: are leave requests routed to the correct policy and owner, and what errors recur? The unit is one leave request. The output is a method note, not a performance rating. Record the decision the measurement must support before collecting any data.
Population and source
Define the request types, the policy, the owner, and the required documents. A request without a policy reference is hard to route. List the inclusion and exclusion rules in the protocol. Keep a count of records removed at each step so the denominator can be reproduced.
Record and evidence
Collect the request, the dates, the policy, the owner, and the decision. Mark the missing information. Store the raw evidence separately from the reviewer coding. Link each coded field to the exact source version and date that was reviewed.
Sampling
Sample across leave types, departments, and notice periods. Include an urgent request and a request with a medical document. Stratify by the operational variables that can change the work, such as role family, tenure, location, and request channel. Report the counts for each stratum.
Reviewer calibration
Measure the routing accuracy, the missing rate, the rework, and the decision time. Resolve disagreements by clarifying the coding rule, not by averaging the reviewers. Keep the original codes for the audit trail.
Measures and denominators
Have two reviewers classify the same requests. If they disagree, the policy map is unclear. Report the count beside every rate and show the missing-data rate next to the result. Do not compare periods that used different definitions.
Reporting
Report the requests, the errors, the owners, and the actions. Give the owner a one-page result, the affected population, the main gap, and the next review date. Separate observations from recommendations.
Limitations
Limitations: the policy may change, and the sample is small. The method measures the documented route. State what the record cannot prove, including work performed outside the tracked system. Mark the conclusion as provisional when the sample is small.
Decision use
Decision use: change the intake, the policy map, or the training. Retest after the change. Change one control at a time and retest with the same definitions. Stop the pilot if the evidence cannot be produced consistently. File the protocol with the batch definition so another reviewer can repeat the same measurement.
Sources
HR operations support
Use the protocol to define the evidence and owner before expanding the lane. Review the service scope.