What are the KRA’s & KPI’s of a Trainer in BPO? Please help me Regards Rakhi
From India, New Delhi
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From India, New Delhi
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Hello friend,
First, you need to write down the "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 performance objectives can be defined - these will be objectives that will be measurable. You can then define "how the achievement will be measured," which will become the Key Performance Indicators [KPIs].
Since I do not have a clear idea of your job description and role profile, I am only attempting to define some Key Performance Areas for you. If you feel they are relevant, you can consider them - or based on this, you may be able to define your KRA and KPI.
Financial Perspective:
KRA: Cost of Training per person
KPI: Reduce the cost of training by 15%
Customer Perspective:
KRA: Completion of identified training needs
KPI: % of training completed 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 bring it to 0%)
Internal Process:
KRA: Identification of critical training needs
KPI: Timely completion of identification of critical training needs as per the timeline (Quarterly or semi-annually)
KRA: Development of training modules for new joining employees
KPI: Number of new modules developed compared to the plan
Timely completion of the development of modules
KRA: Improve Quality of training
KPI: The rating of Training feedback 60% - Very Good to improve to 75% "Very good rating" by the end of September 2009 (This will require improvement of content, improvement in the delivery process, media used, infrastructure, and methods of imparting the training, which may include knowledge and skill aspects. Skill improvement may require 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 a lot that can be studied on this aspect)
KPI: Number of self-development initiatives completed compared to planned
Hope this helps.
Regards,
Nishikant
From United States, Greensboro
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21First, you need to write down the "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 performance objectives can be defined - these will be objectives that will be measurable. You can then define "how the achievement will be measured," which will become the Key Performance Indicators [KPIs].
Since I do not have a clear idea of your job description and role profile, I am only attempting to define some Key Performance Areas for you. If you feel they are relevant, you can consider them - or based on this, you may be able to define your KRA and KPI.
Financial Perspective:
KRA: Cost of Training per person
KPI: Reduce the cost of training by 15%
Customer Perspective:
KRA: Completion of identified training needs
KPI: % of training completed 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 bring it to 0%)
Internal Process:
KRA: Identification of critical training needs
KPI: Timely completion of identification of critical training needs as per the timeline (Quarterly or semi-annually)
KRA: Development of training modules for new joining employees
KPI: Number of new modules developed compared to the plan
Timely completion of the development of modules
KRA: Improve Quality of training
KPI: The rating of Training feedback 60% - Very Good to improve to 75% "Very good rating" by the end of September 2009 (This will require improvement of content, improvement in the delivery process, media used, infrastructure, and methods of imparting the training, which may include knowledge and skill aspects. Skill improvement may require 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 a lot that can be studied on this aspect)
KPI: Number of self-development initiatives completed compared to planned
Hope this helps.
Regards,
Nishikant
From United States, Greensboro
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