I am currently trying to set up a performance management structure for an organization I just joined that is into internet service provision.
I would like help in drawing up the KRAs and KPIs for the following roles:
1. Sales
2. Customer Care/ Call Center
3. Marketing
4. Finance

From Nigeria, Abuja
Dear Temidemi and Abhiram,
Hope you understand the comprehensiveness of the PMS. To institute PMS it requires great maturity and understanding of various departments. To know more about instituting PMS in the company, you click here to refer my past post.
There is lot of misconception on the concept of KPI and KRA. To remove this misconception, I have uploaded my presentation on Youtube. To refer that video, you may click here.
I handle consulting on PMS. To know more about my services, you may click here.
Dinesh V Divekar

From India, Bangalore

Hi You should spend a great deal of thought defining the competencies before designing the KRAs & KPIs. Please let me know if you would like to discuss in detail further. Regards
From India, Mumbai
Hi Abhiram,
Suggest you to align your Appriasal goals based on your organization and Depatmental goals. It will not only help you to make better goals but achievement of those will benifit the department and the organization which will bring better returns to you.
Also, achievement of Departmental level Service Level Agreements can be considered, if you are within the SLA (Monitor it monthly/quarterly) you are avoiding penalty and contributing towards customer satisfaction.
Hope this helps...
PCMM Consultant

From India, Mumbai

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