KPI Template for Desklib Online Library

KPI Template
No
.
Key Result Areas
(KRA)
Key Performance
Indicators (KPI)
Metrics
1 Design Toys are designed by a
small group of
designers
Designers produce 3 quality items
per year
Designers come up
with concepts to make
toys
Designers introduce 5 new concepts
every 6 months
2.
Customer service &
Support
Time taken to answer
customer calls
3 rings or 1 min call must be
answered.
Support Costs Vs
Revenue
The support costs were significantly
less compared to the company’s
revenue.
Customer Satisfaction Most customers, about 90%, reported
total satisfaction. The unsatisfied few
cases were due to lack of
understanding of the company’s
products. They therefore came
expecting different services or
products from what the company
could offer.
Customer Retention The customer retention was
reportedly high at around 95%.
Sales
Sales Target The sales target of the company was
$20,000,000 (pre-tax).
Acquisition Cost The company’s total acquisition cost
was 20% of the total sales.
Finance Gross Profit The company’s gross profit was $2,
240,000

Net Profit Margin
Percentage
The company’s net profit was well
over $ 1,000,000.
Management Sales target The company’s sales target was
$20,000,000.
Customer Acquisition
Costs
The customer acquisition costs were
15% of the total sales.
Recruitment Average Recruitment
Time
5 working days
Average New Hire
Performance
68 points
Average Length of
Placement
15 months
Diversity 16.667%
Training & Development Training Hours 4 hours per day
Productivity Change 28% increase in productivity
Employee Satisfaction 90 points
Performance and Career
Management
Development Plan
Execution
86%
Coaching Plan
Participation
90%
Average Time at Same
Function
3 months
Employee Retention &
Productivity
The Employee Leave
Ratio
10%

Average Vacation
Days
14 working days
Overtime Hours Ratio 23%
Coaching Planner (GROW model)
Coaching phase Activities/questions
Introduction Summarise the reasons for the coaching session from your point of view:
● To achieve the company’s preset SMART goals.
● To determine where we currently are (our current reality).
● To explore all the potential routes to the goal and determine the aptest
route.
● Establishing the will and determination to achieve the set goals despite
the obstacles on the way (Mindtools, 2018).
Ask for input, to describe own perspective:
● As a GROW coach, the major reason of the model is asking probing
questions on what should be improved in a career.
Goal Ask questions to establish Mary’s understanding of performance
expectations, personal goals and aspirations:
● Help Mary come to an understanding that her goals have to be S
(Specific), M (Measurable), A (Attainable), R (Realistic), and Time-
bound.
Reality Ask questions to establish understanding of:
● the real gap between Mary’s performance and expectations/
performance goals:
○ The initial stage of the process is agreeing with Mary on what
exactly she wants to achieve in her career.
○ Afterwards, it is important to reality-check Mary’s situation
currently.
● potential obstacles to achievement, such as Mary’s customer service
skills and personal/work situation:
Options/
opportunities
Ask questions to help Mary generate options or opportunities to help achieve
goals and close performance gaps: