Employee Name: Reviewers Name: Period of Review:
Designation Designation of Reviewer: Date and time of review:
ID Number: Department
Department Name:
Key Performance Indicators
Unit of
Balanced Score Card factors Business Goals Measures measuremen Frequency Target Actual (A) Rating (B) Total/Remarks
t
Number of customer order renewal #
Financial Perspective
Customer Retention Repeat customer order generation from sales
(15%) #
region
On time delivery # or %
NPS score above 8
#
Driving Customer Value from Product
Customer Perspective Proactive Customer Customer happiness quotient
(Internal) (25%) Support
Customer Satisfaction
Increasing customer lifetime value
Customer experience
Reduced customer churn rate
Promoting value through customer
Brand Management
experience
Brand development and
Management
Proactively answer product related
queries from customers
Internal/Operational Enhance all Customer Success
Processes (50%) initiatives
Process adherence
Improved Cross-team Effort Between
Sales, Support, Service and Product
Create increased number of
customer success stories
Product knowledge improvement for
Learning & Growth/ New Technical Product related teams
Initiatives (10%) knowledge Training for product knowledge each
Quarterly
quarter
Training needs - Periodic Product Training , Negotiating skills
Employee Name: Reviewers Name: Period of Review:
Designation: Manager IT Designation of Reviewer: Date and time of review:
ID Number: Department
Department Name: IT
Key Performance Indicators
Unit of
Balanced Score Card factors Business Goals Measures measurem Frequency Target Actual (A) Rating (B)
ent
Cost saved per improvement in IT process USD Half-Yearly
Financial Perspective IT Cost Actual V/s budget USD Half-Yearly
Cost Saving
(15%) Cost per system implementation USD Qtrly
IT cost v/s total cost of operations % Monthly
Avarage Time response for IT queries and grievances
# Qtrly
Customer Perspective Efficient and Scalable
System efficeincy across the information systems
(Internal) (25%) IT systems Years Half-Yearly
Data security and process efficiency Index Monthly
Manage IT systems efficiently with minimumdown time % Monthly
Internal Client Manage Human and Technology Resources
Interaction, # Yearly
Knowledge Sharing
SLA - Service Level Agreements created and process Ratio Half-Yearly
Internal/Operational established successful
Percentage with IT vendors
remote access server (RAS)
# Yearly
Processes (50%) connections
Network uptime
Days Event Driven
Improve Execution
# Monthly
Capabilities Effectiveness and security of IT systems
Skill Index improvement for self and subordinate
Learning & Growth/ New Training / Skills Index Annual
Initiatives (10%) Upgradation
Training Effectiveness score # Qtrly
Training needs - Professional Certifications for Technical lead, On the job Coaching,
eview:
Total/Remarks
Employee Name: Reviewers Name: Period of Review:
Designation Designation of Reviewer: Date and time of review:
ID Number: Department
Department Name:
Key Performance Indicators
Unit of
Balanced Score Card factors Business Goals Measures measurem Frequency Target Actual (A) Rating (B) Total/Remarks
ent
Cost saved per improvement in policy USD Half-Yearly
Financial Perspective HR Cost Actual V/s budget USD Half-Yearly
Cost Saving
(15%) Cost per employee USD Qtrly
HR cost v/s total cost of operations % Monthly
Number of open jobs filled in
# Qtrly
internally
Average length of service
Customer Perspective Years Half-Yearly
Motivation (Management Cadre)
(Internal) (25%)
Employee Satisfaction Index Monthly
Employee performance schemes
# Qtrly
undertaken
Attrition Attrition less than industry % Monthly
Compensations and HR policy review
# Yearly
Benefits
Brand Management Brand development as a recruiter Ratio Half-Yearly
Performance Number of KRA reviews done and
Internal/Operational # Yearly
Management business objectives achieved
Processes (50%)
Time taken for structural alignment
Global acquisition with change management Days Event Driven
Improve Execution
# Monthly
Capabilities Policy development and improvement
Skill development for team
Learning & Growth/ New Training / Skills Index Annual
Initiatives (10%) Upgradation
Training Effectiveness score # Qtrly
Training needs - Professional Certifications , On the job Coaching,
