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Investigating the key success metrics for WFH/remote work models

Sini V. Pillai (School of Management, College of Engineering Trivandrum, Thiruvananthapuram, India)
Jayasankar Prasad (DCSMAT Group of Institutions, Thiruvananthapuram, India)

Industrial and Commercial Training

ISSN: 0019-7858

Article publication date: 19 August 2022

Issue publication date: 2 January 2023




This paper aims to investigate the continuing experience of the employer and employees in terms of work–life balance (WLB) and productivity from the employees engaged in knowledge work working from home. Based on the findings, this study expands the key performance indicators (KPIs) of remote work and future policy decision including reorienting training practices that can be implemented to manage the workforce in a hybrid model.


Focus group interviews with the corporate executives and human resources (HR) managers of information technology (IT) sectors were conducted to pool critical success and challenging variables in various phases as in the initial and matured phase of work from home (WFH) followed by administering a structured questionnaire to identify employee perceptions toward work from office, home and hybrid mode among knowledge work employees.


WLB and lower stress were the highlights of WFH, and women employees benefit from flexibility of work as the major highlighted success factor. But there were challenges ahead; teams have become more siloed with issues of ineffective communication resulting in team coherence issues, increased health risks and also can result in attrition. Productivity increased throughout, but in the extended phase of WFH, it has affected the WLB of a major portion of technology-driven employees in terms of health risks, burnout and job attrition.

Research limitations/implications

Only the current employees working at IT companies in Kerala were surveyed, and this limited scope may not be consistent with other types of industries. The companies can approach the next phase of work by embracing the positives and learning from the challenges of WFH. The employers need to identify what exactly the employees feel through their interpersonal relationship through connect and trust.

Practical implications

A model with listed KPIs which will address the strategy enhancement for the future of work to uphold the success of work from anywhere at any time is suggested guaranteeing the best talent and productivity to progress forward. To foster the positive experience of WFH and hybrid mode of work, human resources (HR) interventions by reorienting effective training among employees are investigated and suggested as best practices to manage WLB and drive in flexibility to bring out the productivity potential among employees.

Social implications

Coworking spaces can be arranged for those employees who have space and location issues and also taking into consideration, the nature of work. Out of five to six working days, three days of work can be from office desk based on employee preference as quality of deliverables and performance seem to be the established striking factor of traditional mode of work.


A model with listed KPIs and investigating the role of training which will address the strategy enhancement for the future of work to uphold the success of work from anywhere at any time is recommended guaranteeing the best talent and productivity to progress forward.



Pillai, S.V. and Prasad, J. (2023), "Investigating the key success metrics for WFH/remote work models", Industrial and Commercial Training, Vol. 55 No. 1, pp. 19-33.



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