hello all / seniors,
I work for a leading pharma company as sr. exe. hospitality services
I am responsible for the smooth functioning of guesthouse and canteen services. (guest house has 33 rooms, 87 beds, PLUS guest house renders food production and its services to at least 6 different locations other than guesthouse's regular operations.)
I think that I lack in displaying correctly what and how much I do during the year's performance appraisal form. therefore, i might not be getting what i am expecting or what i really deserve.
kindly guide me how should I furnish my KRA's and KPI's. On which particular aspects I should emphasize the most. So, during this year I can track and keep records of such things which will be helpful for me to use in the present year's appraisals in the month of Apr 08.
thankx and regardz,
chefsubodh
From India, Vadodara
I work for a leading pharma company as sr. exe. hospitality services
I am responsible for the smooth functioning of guesthouse and canteen services. (guest house has 33 rooms, 87 beds, PLUS guest house renders food production and its services to at least 6 different locations other than guesthouse's regular operations.)
I think that I lack in displaying correctly what and how much I do during the year's performance appraisal form. therefore, i might not be getting what i am expecting or what i really deserve.
kindly guide me how should I furnish my KRA's and KPI's. On which particular aspects I should emphasize the most. So, during this year I can track and keep records of such things which will be helpful for me to use in the present year's appraisals in the month of Apr 08.
thankx and regardz,
chefsubodh
From India, Vadodara
Hi
Primarily the customer responses (in this case the people availing this facility) will have to provide rating for the services renderd. anyways, there are some areas that can be looket at
- number of complaints lodged
- number of repetitive complaints lodged
- average time to complaint resolution
- manpower availability/ resource management
- number of accolades/"excellent service" notes recieved (guess there is a customer complaint/satisfaction note available - if not, make it available)
- cost of operations - actual v/s budget
these are the parameters you can use for
Guest house management
- cleanliness
- facilities/equipments functioning
- service quality (behaviour,availability etc of staff)
Canteen
- food quality
- timeliness and cleanliness of food
- service quality
this what is coming to my mind at this juncture - i guess you will be able to develop further from this
All the best !!
regards
From India, Madras
Primarily the customer responses (in this case the people availing this facility) will have to provide rating for the services renderd. anyways, there are some areas that can be looket at
- number of complaints lodged
- number of repetitive complaints lodged
- average time to complaint resolution
- manpower availability/ resource management
- number of accolades/"excellent service" notes recieved (guess there is a customer complaint/satisfaction note available - if not, make it available)
- cost of operations - actual v/s budget
these are the parameters you can use for
Guest house management
- cleanliness
- facilities/equipments functioning
- service quality (behaviour,availability etc of staff)
Canteen
- food quality
- timeliness and cleanliness of food
- service quality
this what is coming to my mind at this juncture - i guess you will be able to develop further from this
All the best !!
regards
From India, Madras
Hi,
Yes I agree with the previous answers on customer and production KPIs. I suppose you could also impress your 'finance' seniors who are mostly interested with what directly contributes to the bottomline. A few more suggestions:
Business Value Growth - your operating units turnover growth compared to the previous period.
Brand recognizability - when customers are enquiring on you kind of service, are you mentioned among the top three or five in your location?
Prime Clients Rate - is there growth in the clients who contribute to 70% or more of your revenues?
Number of new products - means variety and greater customer attraction - esp in the food production area (new menus/food and beverage items?)
Inventory and Purchasing efficiencies - new technologies that reduce wastage?
Facility Upgrades - eg extra conveniences in your rooms and/or other grounds means you can increase the room charges.
From Kenya
6Yes I agree with the previous answers on customer and production KPIs. I suppose you could also impress your 'finance' seniors who are mostly interested with what directly contributes to the bottomline. A few more suggestions:
Business Value Growth - your operating units turnover growth compared to the previous period.
Brand recognizability - when customers are enquiring on you kind of service, are you mentioned among the top three or five in your location?
Prime Clients Rate - is there growth in the clients who contribute to 70% or more of your revenues?
Number of new products - means variety and greater customer attraction - esp in the food production area (new menus/food and beverage items?)
Inventory and Purchasing efficiencies - new technologies that reduce wastage?
Facility Upgrades - eg extra conveniences in your rooms and/or other grounds means you can increase the room charges.
From Kenya
1. 1st tell all your employees to list out their work they do routienely.
2. than u vl get a list of the tasks
3. than add all the assignments you have in your mind.
4. and than decide key result area of your employees with discuss them personally.
feel free to ask me any thing as and when u requried
deepak dehradun
From India, Delhi
2. than u vl get a list of the tasks
3. than add all the assignments you have in your mind.
4. and than decide key result area of your employees with discuss them personally.
feel free to ask me any thing as and when u requried
deepak dehradun
From India, Delhi
Hi,
First you have to differentiate between KPI and KRA, set KPT for the department accordingly you can segregate the KRA of the department (i.e individual) and there after you can set you KRA to achieve at the end of year, otherwiase it is very diffucult to control any thing, what wolud be the mechanism of the controlling and monitoring.
KPI should be change at fix interval whereever applicable, but first set KPI and then set KRA of an individual in the deptt.
Regards
From India, Delhi
First you have to differentiate between KPI and KRA, set KPT for the department accordingly you can segregate the KRA of the department (i.e individual) and there after you can set you KRA to achieve at the end of year, otherwiase it is very diffucult to control any thing, what wolud be the mechanism of the controlling and monitoring.
KPI should be change at fix interval whereever applicable, but first set KPI and then set KRA of an individual in the deptt.
Regards
From India, Delhi
Thaks a lot for this detailed explaination. Can you please guide upon the key result area for VP-PCG Sales? Regards, Jyo
From India, Mumbai
From India, Mumbai
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