Dear Friends,
I am working in a BPO and am currently in the process of setting KRA's for each department. Our nature of business is completely dependent on the clients. So unlike manufacturing concerns, we are not able to work out KRA's based on organizational/departmental goals as goals vary from project to project. To get a better picture, I have attached the tasks of quality department.
We have listed down the activities of the department and have identified them into core functions (4-5) and tasks (based on the core function) and have also identifed the skills required to perform each core function.
Please help me frame this sin a nmanner wherein I can identify the KRA's for this department and the KPI's so that they become measurable.
From India, Bharuch
16I am working in a BPO and am currently in the process of setting KRA's for each department. Our nature of business is completely dependent on the clients. So unlike manufacturing concerns, we are not able to work out KRA's based on organizational/departmental goals as goals vary from project to project. To get a better picture, I have attached the tasks of quality department.
We have listed down the activities of the department and have identified them into core functions (4-5) and tasks (based on the core function) and have also identifed the skills required to perform each core function.
Please help me frame this sin a nmanner wherein I can identify the KRA's for this department and the KPI's so that they become measurable.
From India, Bharuch
Hi, I have attached the KPI’s for "Audit" and "Query Resolution". I doubt whether it really works for your industry. Regards, Vinod
From India, Madras
From India, Madras
My friend,
i hv gone thru the excel, i believe there is a systematic approach to building a kra, i can definitely guide you, the foremost excercise would be to approach either by role profiling combined with process mapping, to give the complete grill on process specific,
2nd (Value added and non-value added) will help to understand the key process indicators
3rd- to measure any process u need to know three things
the process steps
process value additions or the outcome of each process step output and
simple yet powerful answer the "WH" Questions, on
what u wish to measure, how u wish to measure, when u wish to measure, what interval u wish to measure and as most of the answers is always present it just the spending some quality brainstorming assist to put to paper,
finally the KRA's forumlated based on those inputs.,
Hope this helps, need further assistance
regards
highwaydon
From India, Bangalore
i hv gone thru the excel, i believe there is a systematic approach to building a kra, i can definitely guide you, the foremost excercise would be to approach either by role profiling combined with process mapping, to give the complete grill on process specific,
2nd (Value added and non-value added) will help to understand the key process indicators
3rd- to measure any process u need to know three things
the process steps
process value additions or the outcome of each process step output and
simple yet powerful answer the "WH" Questions, on
what u wish to measure, how u wish to measure, when u wish to measure, what interval u wish to measure and as most of the answers is always present it just the spending some quality brainstorming assist to put to paper,
finally the KRA's forumlated based on those inputs.,
Hope this helps, need further assistance
regards
highwaydon
From India, Bangalore
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