Jack Woollams
← All case studies

Public case study

PACE Productivity Impact Measurement

Methodology for measuring productivity impacts during a major Salesforce/PACE platform transition.

ProductivitySalesforce/PACESASPerformance Measurement

Case overview

The brief

Designed the logic used to assess productivity impacts over time across approximately 2,200 staff during a major Salesforce/PACE transition. The methodology compared performance before, during, and after transition while accounting for demand changes, staffing/FTE, work type, channel, seasonality, outliers, training/ramp-up periods, and team/cohort differences. Outputs supported weekly executive monitoring, workforce planning, forecasting, staff management, performance management, and improvement focus for the change team.

Evidence and outcomes

  1. 01

    Covered approximately 2,200 staff in productivity measurement logic.

  2. 02

    Supported weekly executive monitoring during transition.

  3. 03

    Improved workforce planning, forecasting, performance management, and change-team focus.

  4. 04

    Reduced risk of misleading conclusions from unstable transition baselines.

Problem

The platform transition changed work patterns and baseline assumptions, making simple pre/post productivity comparisons misleading without a governed methodology.

My role

Designed measurement logic, defined comparison rules, validated outputs, explained limitations, and supported recurring executive monitoring.

Delivery

Approach and methodology

  • Compared before, during, and after transition performance periods.
  • Controlled for demand, FTE, channel, work type, seasonality, outliers, training/ramp-up periods, and cohort differences.
  • Separated methodology logic from weekly reporting packs so definitions remained stable.
  • Used reporting outputs to guide support and improvement focus rather than oversimplified blame narratives.

Methodology Snapshot

Productivity Measurement Controls

This is a methodology/process visual. It is de-identified and does not contain operational data.

  1. 01 Baseline period
  2. 02 Transition period
  3. 03 Stabilisation period
  4. 04 Demand and FTE controls
  5. 05 Cohort comparison
  6. 06 Executive monitoring

Governance and controls

  • Defined productivity logic
  • Cohort and period controls
  • Outlier handling
  • FTE and demand normalisation
  • Known limitation notes
  • Weekly output review

Tools and data

  • Salesforce/PACE
  • SAS EG
  • SAS VA
  • SQL
  • Snowflake
  • Excel/Power Query

Leadership evidence

What this demonstrates

  • Performance measurement design during major system change.
  • Judgement in avoiding misleading productivity conclusions.
  • Use of reporting to support workforce planning and transformation delivery.