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What are the KRA’s & KPI’s of a Trainer in BPO? Please help me Regards Rakhi
From India, New Delhi
Hello friend,

First you need to write down "purpose of the job" very clearly. Once you define the "purpose of the trainer" it will help you define the performance area - or what is termed as Key Performance Areas [KPAs]
Then certain peroformance objectives can be defined - these will be objetives which will be measureable. You can then define "how the achievement will be measured" which will become the Key Performance Indicators [KPI]

SInce I do not have clear idea of your job description and role profile - I am only attempting defining some Key Performance Areas for you - if you feel they are relevant you can consider - or based on this you may be able to defone your KRA and KPI

Financial Perspective:
KRA : Cost of Training per person KPI : Reduce cost of trainining by 15%

Customer Perspective:
KRA Completion of identified training needs
KPI : % of training completed as compared to the plan for the quarter
KPI : % of staff not trained for a particular competency - Target 0% [ So you may measure the current level which is say 10% and attempt to brong it to zero %]

Internal Process:
KRA : Identfication of critical training needs
KPI : Timely completion of identification of critical training needs as per time line [ Quarterly of half yearly]

KRA : Development of training modules for new joining employees
KPI : Number of new modules developed as compared to plan
Timely completion of the development of modules
KRA: Improve Quality of training
KPI : The rating of Training feedback 60% :Very Good to imprive to 75% "Very good rating" by end of Sept 2009 [ This will require improvement of content, Improvement in delivery process- media used etc. improvement in infrastructure and methods of imparting the training, which may include - knowledge and skill aspects. Skill improvement may need simulation exercises and discussion and demonstration of actual cases]

Learning and Growth Perspective:
KRA : Self development for improving communication/ New approaches to impart training - learning approaches for " Adult Education" [ Educating adults requires different approaches and there is lot that can be studied on this aspect]
KPI : Number of self development initiatives completed - as compared to planned

Hope this helps


From United States, Greensboro
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