I need to define KRA and KPI for a Software Service company for all the departments like Software development, Quality Assurance, Marketing, Sales, HR, Admin, Customer Support, network infra etc. Please provide sample KRA and KPI for the same.
From India, Mumbai
Dinesh Divekar
Business Mentor, Consultant And Trainer
Agm - Hr&admin
General Manager-hr & Admin
+1 Other


here are some sample Key Result Areas (KRA) and Key Performance Indicators (KPI) for various departments in a Software Service company:

1. Software Development:
KRA: Timely and High-Quality Software Development

Average time taken to deliver a software project.
Code quality measured through the number of defects identified post-release.
Percentage of on-time project completions.
Number of new features implemented per quarter.
Customer satisfaction with software functionality.

2. Quality Assurance:
KRA: Ensuring Software Reliability and Quality

Percentage of defects identified and resolved before release.
Number of test cases executed and passed.
Defect density (defects per line of code).
Time taken to perform regression testing after code changes.
Number of customer-reported defects post-release.

3. Marketing:
KRA: Increasing Brand Visibility and Lead Generation

Website traffic and engagement metrics (visits, bounce rate, time on site).
Number of leads generated through various marketing channels (website, social media, events).
Conversion rate of leads to qualified prospects.
Return on Investment (ROI) for marketing campaigns.
Brand awareness measured through surveys or social media metrics.

4. Sales:
KRA: Achieving Revenue Targets and Customer Acquisition

Monthly/Quarterly/Annual sales revenue.
Number of new clients acquired.
Average deal size.
Sales pipeline conversion rate.
Customer retention rate.

5. HR:
KRA: Building a High-Performing and Engaged Workforce

Employee satisfaction measured through surveys.
Time-to-fill for open positions.
Employee turnover rate.
Percentage of employees who completed training and development programs.
HR compliance rate (adherence to labor laws and regulations).

6. Administration:
KRA: Ensuring Smooth Operations and Infrastructure

Facility uptime (office, server rooms, network).
Timely procurement and maintenance of office supplies.
Efficiency of travel and expense management.
Percentage of office safety compliance audits passed.
Timely resolution of administrative issues reported by employees.

7. Customer Support:
KRA: Providing Excellent Customer Service and Support

Average response time to customer inquiries.
Customer satisfaction scores (measured through surveys or feedback).
First-call resolution rate.
Number of support tickets resolved within SLA.
Rate of repeat customers and customer referrals.

8. Network Infrastructure:
KRA: Ensuring Stable and Secure Network Environment

Network uptime and availability.
Network latency and response time.
Number of security incidents and breaches.
Time taken to resolve network issues.
Implementation of network upgrades and enhancements.

Please note that these are just sample KRAs and KPIs. They should be tailored to align with your company's specific goals, objectives, and industry. Each department's KRA and KPI should be specific, measurable, achievable, relevant, and time-bound (SMART). Additionally, involving relevant stakeholders and employees in the process of defining and refining these metrics can lead to more meaningful and effective performance measurement.


Hi Raju,

It is suggested you sit with the Manager/HOD of each Department to define KRA of employees. KRA is not something like readymade shirt or shoe to buy online and just fit to your employees. Each department of your Organisation performs different role which we the external members of this forum will not aware. General guidelines may be referred but actual Key Result Area the Supervisor/Manager can alone define.

From India, Madras
Dinesh Divekar

Dear Dipti Srivastava,

You have given a long reply. However, I wish to correct you. You need to improve your understanding of the concept of KPI and KRA. You have mentioned KPIs as KRAs and vice versa.

The relationship between KPI and KRA can be explained in the following equation:

KRA = KPI + SMART Principle

I have uploaded two videos on Youtube. One is on the difference between KPI and KRA and another is on PMS. Click the following links to refer to those videos:



You may go through both videos to update yourself on these concepts.

For Raju Mehta: - I have given a large number of replies to the posts raised about KPI and KRA. Please check this forum.


Dinesh Divekar

From India, Bangalore

Dear Dinesh Diwakar,

I apologize if my previous response did not meet your expectations. However, I would like to clarify that my understanding of KPI (Key Performance Indicator) and KRA (Key Result Area) is accurate. KPIs are specific metrics used to measure performance, while KRAs are broader areas of responsibility that contribute to achieving organizational goals.

The equation you mentioned, KRA = KPI + SMART Principle, seems to be a misinterpretation. The SMART principle is a framework used to set specific, measurable, achievable, relevant, and time-bound goals, which can be linked to KPIs within a KRA.


From India, Mumbai

Hi Raju,
You may kindly go through my postings of KRA +KPI in Cite HR. I would suggest to work on the Skill Matrix which is posted by me in this cite and this gives you a clear picture about the strength and weakness of each employee for you to assess the rating part and to suggest the percentage of appraisal for employees.

From India, Bangalore
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