Comprehensive Guide to Performance Management Systems (PMS), KRA, KPI, and Employee Reviews

Dear Seniors,

I am a newly joined HR Executive at an IT company with a team of 42 employees. We have Technical/Functional/Techno-Functional ERP consultants who handle service requests, implementation/customization projects, and offshore support projects. I have been assigned the task of Performance Management.

My question pertains to the parameters that need to be considered. I have referred to some materials on citehr.com for Performance Management System (PMS). I am considering starting with job descriptions, Key Result Areas (KRA), Key Performance Indicators (KPI), and then moving on to PMS. However, I am unsure of how to proceed with KRA and KPI and which PMS tool to use. Your assistance would be greatly appreciated.

My second task involves reviewing the work of one of our employees who serves as a Help Desk Manager. This individual is responsible for handling service requests, updating and closing them, as well as coordinating with clients on a daily basis. However, he has been noted to be irregular in his work attendance, taking numerous full days, half days, and short leaves. As a result, my Director has asked me to review his work. Could you please advise on how best to approach this task?

Regards, Sapana
sapana.gaikwad1112@gmail.com

Dear Sapana,

My topic-wise replies are as below:

About KRA, KPI, and PMS:
It requires tremendous expertise to design KRAs and KPIs. I found that even seasoned managers fail on this count. Therefore, I strongly recommend hiring consulting services from an expert. In this connection, I have given my comprehensive reply to an earlier post. The link is as below:
[URL](https://www.citehr.com/511936-pms-company.html)

About Review of the Work Help desk Manager:
At the beginning of the quarter or when this manager joined, did you give him a KRA sheet? You need to review one's work at the end of the quarter and not somewhere in between. Secondly, do you have an "Employee Leave Policy"? As long as the manager avails leave as per this policy, then you should not have an objection. However, if he takes leave even though it is not sanctioned, then it is misconduct. Handle the case accordingly.

Thanks,

Dinesh Divekar
+91-9900155394

P.S.: I provide consulting services to establish a comprehensive Performance Management System (PMS). While establishing the PMS, I develop KPIs to measure human resource utilization, machine utilization, etc. My activities surpass the usual measurements mentioned in the Balanced Scorecard (BSc). If you wish to avail of my paid services, feel free to approach me. Thanks.