Delivery KRA/KPI

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.