Why task counts are not enough
Administrative support includes scheduling, documents, correspondence, records, and information requests. Counting those tasks can show workload, but it does not show whether leaders are making better decisions. [1][2]
Better KPIs measure cycle time, reliability, risk, and executive attention. Examples include agenda readiness, decision capture rate, follow up aging, priority inbox response time, and recurring meeting health. [3]
KPI categories
Use four categories: calendar quality, communication flow, decision follow through, and operating risk. Each category should have a small number of measures that can be reviewed weekly. [2]
Macro productivity data from FRED and OECD can frame the business case, but the support team needs local measures that leaders can act on immediately. [4][5]
How to avoid bad incentives
Do not reward the assistant for filling the calendar, sending more messages, or producing longer reports. Reward cleaner decisions, faster routing, fewer preventable misses, and better prepared leadership meetings. [3][2]
The page should help a reader choose metrics, not overwhelm them. That keeps the content people first and aligned with search quality guidance. [6]
Sources
- Secretaries and Administrative Assistants, U.S. Bureau of Labor Statistics, Occupational Outlook Handbook.
- Executive Secretaries and Executive Administrative Assistants, O*NET OnLine.
- Dear Manager, You Are Holding Too Many Meetings, Harvard Business Review.
- Nonfarm Business Sector: Labor Productivity, Federal Reserve Economic Data.
- Productivity Statistics, OECD Data Explorer.
- Creating helpful, reliable, people first content, Google Search Central.
- Executive Secretaries and Executive Administrative Assistants, U.S. Bureau of Labor Statistics, Occupational Employment and Wage Statistics.
- Business Formation Statistics, U.S. Census Bureau.
- World Development Indicators, World Bank DataBank.
- ILOSTAT Labour Statistics, International Labour Organization.
- 2024 Work Trend Index Annual Report, Microsoft and LinkedIn.
- The economic potential of generative AI, McKinsey Global Institute.
- Search Engine Optimization Starter Guide, Google Search Central.
Apply the research
Use the finding to frame one question for your own team: which support work is currently invisible, and who should own the next step? A scoped consultation can turn that question into a practical role.
Turn the finding into a support scope.
Bring the workflow that feels hardest to see. We will help define the role, the evidence it should maintain, and the decisions that stay with leadership.
Talk through the role