Self Employed Handyman KRA/KPI

Key Responsibility Areas (KRA) & Key Performance Indicators (KPI)

1. Customer Satisfaction

KRA: Ensuring high customer satisfaction levels through excellent service delivery.

Short Description: Delivering top-notch service to enhance customer experience.

• KPI 1: Customer feedback rating of 4.5/5 or above.
• KPI 2: Percentage of repeat customers (>30%).
• KPI 3: Average response time to customer queries (<2 hours).
• KPI 4: Number of positive customer reviews per month (>10).

2. Project Completion Timeliness

KRA: Completing projects within the agreed timelines to meet client expectations.

Short Description: Punctual project completion for client satisfaction.

• KPI 1: Percentage of projects completed on time (>95%).
• KPI 2: Average project completion time compared to estimates (<5% variance).
• KPI 3: Number of projects completed per month (>10).
• KPI 4: Client satisfaction survey scores on timeliness (4/5 or above).

3. Marketing and Lead Generation

KRA: Implementing effective marketing strategies to generate leads and expand customer base.

Short Description: Driving business growth through targeted marketing efforts.

• KPI 1: Number of new leads generated per month (>50).
• KPI 2: Conversion rate of leads to customers (>20%).
• KPI 3: Increase in website traffic by X% quarterly.
• KPI 4: ROI on marketing campaigns (>200%).

4. Quality of Workmanship

KRA: Maintaining high standards of workmanship and craftsmanship in all projects.

Short Description: Upholding quality and precision in all services rendered.

• KPI 1: Percentage of projects with no rework (>90%).
• KPI 2: Average customer satisfaction rating on work quality (>4.8/5).
• KPI 3: Number of referrals from satisfied customers per month (>5).
• KPI 4: Compliance with industry quality standards (100%).

5. Safety and Compliance

KRA: Ensuring adherence to safety protocols and regulatory compliance in all projects.

Short Description: Prioritizing safety and legal compliance in service delivery.

• KPI 1: Safety incident rate per quarter (0 incidents).
• KPI 2: Completion of safety training for all employees (>95%).
• KPI 3: Compliance audit scores (>90%).
• KPI 4: Timely renewal of required licenses and certifications (100%).

6. Cost Management

KRA: Efficiently managing costs and expenses to optimize profitability.

Short Description: Maximizing profit margins through effective cost control.

• KPI 1: Cost variance against budget (<5%).
• KPI 2: Reduction in operational costs by X% annually.
• KPI 3: Gross profit margin maintained above X%.
• KPI 4: Return on investment in equipment and tools (>15%).

7. Time Management

KRA: Efficiently managing time and schedules to optimize productivity.

Short Description: Enhancing productivity through effective time utilization.

• KPI 1: Percentage of scheduled tasks completed daily (>90%).
• KPI 2: Average time taken to complete standard tasks (
• KPI 3: Reduction in project turnaround time by X%.
• KPI 4: Utilization rate of billable hours (>80%).

8. Communication and Client Relations

KRA: Building strong relationships with clients through effective communication.

Short Description: Fostering client trust and loyalty through clear communication.

• KPI 1: Client satisfaction survey scores on communication (4.5/5 or above).
• KPI 2: Average response time to client inquiries (<1 hour).
• KPI 3: Number of positive client testimonials received monthly (>5).
• KPI 4: Client retention rate (>90%).

9. Skill Development

KRA: Continuously enhancing skills and knowledge to deliver top-quality services.

Short Description: Investing in personal and professional growth for service excellence.

• KPI 1: Number of training hours completed annually (>40).
• KPI 2: Skill proficiency improvement rate (>15% annually).
• KPI 3: Participation in industry conferences and workshops (>2 per year).
• KPI 4: Successful completion of certification programs (X number per year).

10. Business Development

KRA: Strategically expanding the business and exploring new growth opportunities.

Short Description: Driving business growth through strategic planning and development.

• KPI 1: Percentage increase in revenue compared to last year (>20%).
• KPI 2: Number of new service offerings introduced annually (>2).
• KPI 3: Expansion into new geographical markets or customer segments (>1 per year).
• KPI 4: Successful completion of business development goals outlined in the strategic plan.