KRO file format page 2 inbound bpo

Name of appraisee:						Page 2
Emp ID:
Key Result Objective	Measurement Criteria	Weightage (90%)	Self-appraisal by Appraisee (should be only in the form of achievements, challenges, roadblocks etc. Scores are not permitted)	Appraiser's comments, observations and feedback	Score given by Appraiser on KRO (1 - 5 scale)	Total / weighted score on KRO (Weightage X score given by Appraiser)
SVL%	Internal target to be met for all processes	20%	5		5	100
Abn%	internal target to be met for all processes	10%	5		4	40
Schedule Adherence	Late Login, Roster not adhere and Early Logout	30%	4		3	90
Intraday reports	100% deviation to be captured at interval level, in case of not meeting the targets, with a drill down of why the target was missed on magic ratios.	5%	5		4	20
Aux %	12% of the scheduled hours to be used	20%	4		3	60
Voice of the internal customers	Floor Management, Break management, Coordination.	5%	5		4	20
Initiatives	2 initiatives=100%. Every initiative should have a cost benefit or performance enhancement vetted by manager.	10%	4		3	30
						0
TOTAL WEIGHTAGE		100%	TOTAL SCORE ON KROs			360
Signature of Appraisee		Signature of Appraiser			Signature of Reviewer
						Page 3
Competency critical to role	Measurement Criteria	Weightage (10%)	Self-appraisal by Appraisee (should be only in the form of achievements, challenges, roadblocks etc. Scores are not permitted)	Appraiser's comments, observations and feedback	Score given by Appraiser on Competency (1 - 5 scale; Refer to BARS)	Total / weighted score on Competency (Weightage X score given by Appraiser)
Planning		20%	Acht Management in Haryana prepaid /Reduce non adherence Percentage /Maintaining Aux Dashbord haryana Preapid ,gurukul and postpaid./ to cheack calls and staff time agent wise./Marketing of WFM Portal./feadback given to agents daily basis regarding there AUX.		2	40
Initiative and Commitment to Achieve		20%	Inititaive taken on reduced ACHT And non Adherence Percentage		2	40
Customer Focus		20%	Dailly met with TM's regarding there AUX ,ACHT and Non Adherence Percentage.		2	40
People Management		20%	never be rude to anyone, always respect my seniors and all the support staff in entire mohali building.		2	40
Team Leading		20%	Leading all the RTM's mohali. Taking the team meet once in week & tell them to update all the reports on time with zero error and with100% accuracy.		1	20
TOTAL WEIGHTAGE		100%	TOTAL SCORE ON COMPETENCY			180
TOTAL PERFORMANCE SCORE (KRO SCORE + COMPETENCY SCORE)						342
PERFORMANCE RATING CORRESPONDING TO TOTAL PERFORMANCE SCORE						GOOD
Performance Strengths of the Appraisee (To be filled by the Appraiser)				Areas for Development (To be filled by the Appraiser)
DECLARATION:	The points mentioned in the form have been discussed with the reviewer and agreed upon by the Appraisee, Appraiser and Reviewer
Signature of Appraisee		Signature of Appraiser			Signature of Reviewer

KRO file format page 1 - inbound bpo

KRO / COMPETENCY SETTING AND APPRAISAL FORM
				Page 1
GRADE:	Band-5
Period for which appraisal is being done:	Apr-10 to Sep 10		Date:	14-Oct-10
Name of appraisee:			Emp ID:
Process / Function:			Date of joining:	5-Nov-07
Appraisee's designation:			Appraisee's grade:	Band-5
Name of Appraiser:			Appraiser's grade:	Band-4
Name of Reviewer:			Reviewer's grade:	Band-3
Guidelines for appraisals:
1. Please evaluate performance of the appraisee against KROs & Competencies that were set and agreed upon
2. Please be specific and objective in evaluating performance. This should be done based on measurement criteria that was set.
3. Provide feedback to the appraisee on KROs and Competencies. Support feedback with specific instances and concrete examples.
4. Encourage the appraisee to discuss his achievements and challenges.
5. Self-appraisal should not be done in the form of scores. It should elaborate the appraisee's achievements, challenges, roadblocks etc.,
6. Additional sheets can be attached for self-appraisal and appraiser comments. These must be tagged and signed.
7. Score each KRO and Competency on a 1 - 5 scale. BARS must be refered to for competency evaluation.
8. Discuss all points with the Reviewer and arrive at a Final Score.
9.Communicate rating to the appraisee only post Reviewer approval of rating.
10.Submit print out of form with signatures to HR.
Rating Scale
Performance Score (KRO score + Competency score)	Corresponding Rating
451 - 500	EXCEPTIONAL
336 - 450	GOOD
250 - 335	REASONABLE
Less than 250	POOR