Key Responsibility Areas (KRA) & Key Performance Indicators (KPI)
1. Delivery Timeliness
KRA: Ensuring timely delivery of products/services to meet customer expectations.
Short Description: Timely Delivery
- On-time Delivery Rate
- Percentage of Orders Delivered Within Specified Timeframe
- Number of Late Deliveries
- Average Delivery Time
2. Accuracy of Deliveries
KRA: Maintaining high accuracy in order fulfillment and delivery.
Short Description: Delivery Accuracy
- Order Accuracy Rate
- Percentage of Error-Free Deliveries
- Returned Orders Due to Inaccuracies
- Accuracy in Delivery Documentation
3. Customer Satisfaction
KRA: Ensuring high levels of customer satisfaction through delivery experience.
Short Description: Customer Satisfaction
- Customer Feedback Rating on Delivery
- Net Promoter Score (NPS) for Delivery
- Repeat Purchase Rate Post-Delivery
- Resolution Time for Delivery-related Customer Issues
4. Delivery Cost Efficiency
KRA: Optimizing delivery costs while maintaining service quality.
Short Description: Cost-efficient Delivery
- Delivery Cost per Order
- Cost Savings in Delivery Operations
- Comparison of Actual vs. Budgeted Delivery Costs
- Cost per Mile/Kilometer for Deliveries
5. Inventory Management for Delivery
KRA: Managing inventory levels to support efficient and timely deliveries.
Short Description: Inventory Management
- Inventory Turnover Rate for Delivery Items
- Stockout Rate Impacting Deliveries
- Accuracy of Inventory Records for Deliveries
- Lead Time for Replenishing Delivery Inventory
6. Delivery Team Performance
KRA: Monitoring and improving the performance of the delivery team.
Short Description: Team Performance
- Delivery Team Efficiency Rate
- Training Hours for Delivery Team
- Employee Satisfaction within the Delivery Team
- Number of Accidents or Incidents During Deliveries
7. Sustainable Delivery Practices
KRA: Implementing environmentally friendly practices in delivery operations.
Short Description: Sustainability in Delivery
- Carbon Emission Reduction in Deliveries
- Percentage of Recyclable Packaging Used
- Use of Electric Vehicles for Deliveries
- Community Impact of Delivery Sustainability Initiatives
8. Technology Integration in Delivery
KRA: Leveraging technology for efficient tracking and management of deliveries.
Short Description: Tech-driven Delivery
- Usage Rate of Delivery Tracking Systems
- Accuracy of Real-time Delivery Updates
- Customer Adoption of Delivery Technology Features
- Reduction in Delivery Time through Technological Innovations
9. Compliance in Delivery Regulations
KRA: Ensuring adherence to local and international delivery regulations and standards.
Short Description: Regulatory Compliance
- Number of Compliance Violations in Deliveries
- Completion Rate of Delivery Compliance Training
- Audit Findings related to Delivery Operations
- Changes Implemented due to Regulatory Updates
10. Continuous Improvement in Delivery Processes
KRA: Identifying areas for improvement and implementing changes to enhance delivery operations.
Short Description: Process Improvement
- Number of Process Enhancements Implemented
- Reduction in Delivery Errors Over Time
- Employee Suggestions Implemented for Delivery Improvement
- Time Saved in Delivery Processes through Improvements
Real-Time Example of KRA & KPI
Amazon Prime Delivery Service
KRA: Amazon Prime ensures fast and accurate deliveries to customers through efficient logistics and technology.
- KPI 1: Delivery Time for Prime Orders (measured in hours)
- KPI 2: Order Accuracy Rate for Prime Deliveries (percentage)
- KPI 3: Customer Satisfaction Rating for Prime Delivery Experience (scale of 1-10)
- KPI 4: Cost per Delivery for Prime Orders (currency)
Amazon Prime’s focus on these KPIs has led to increased customer loyalty, streamlined operations, and growth in the delivery service.
Key Takeaways
- KRA defines what needs to be done, whereas KPI measures how well it is done.
- KPIs should always be SMART (Specific, Measurable, Achievable, Relevant, Time-bound).
- Regular tracking and adjustments ensure success in Delivery.
Ensure to focus on these KRAs and associated KPIs to drive continuous improvement and success in the delivery operations.
