KRA/REVISED/FORMAT/01.01.
2022
Sl.No Description / Measuring Point Assigned to
Quality Issues Feedback All service engineers/
1
(Min - One Per Month) technicians/ mechanics
Compiling / Maintaining separate folder All Group Leaders to develop
2 for all the Quality reports -Engineer Wise
team
(Pump)
3 Branch compiling of quality issue and One Person in the Branch
ensuring it is forwarded to H.O
ECR All service engineers/
4
(Min - One Per Month) technicians/ mechanics
Compiling / maintaining separate folder All Group Leaders to develop
5
for all the ECRs - Engineer Wise (Pump) team
Branch compiling of ECR and enaure it is
6 One Person in the Branch
forwarded to Product Managers
Authentic life of Parts / Authentic fuel All service engineers/
7 consumption per hour or Mt 3 technicians/ mechanics
(Min One part life/fuel per month)
Branch Compiling / maintaining separate
8 folder for all the Life of Parts - Engineer One Person in the Branch
Wise
All the persons going for
9 Submission of QMS ppt through ms commisioning
Compiling/maintaining separate folder
All Group Leaders to develop
10 and QMS PPT & QMS reports -Engineer team
Wise
All the Group Leaders /
11 QMS Audit PPT
Auditors for Branch
Branch Compiling/maintaining separate
folder and QMS PPT, Audit PPT & One Person in the Branch &
12
summary for all the QMS reports - Service Head
Equipment Wise
Compulsory for all service
Competitor machine information PPT
13 engineers/ technicians/
(Min one ppt per month)
mechanics
No of Competitor PPT received
14 Service Head / Cluster Manager
(One for every 3Engineers)
Branch Compiling/maintaining separate
15 folder for competitor information - One Person in the Branch
engineer wise
Operating and Maintenance cost data
Assign to field engineers,
17 collection
Sr.engineers
(One equip for whole year)
Warranty Material Fittment All the persons raising warranty
18
(Person raising warranty is responsible) is responsible
Warranty material Returned All the persons replacing
19
(person replacing is responsible) warranty material is responsible
Warranty defective material collection All Team Leaders / Service Head
20
and return to Stores / Cluster Manager
Branch Compilation of warranty return to Assign to One person in the
21 Chennai entire team, & back Office
22 Preparing / updating training Task Compulsory all field engineers
(Min One per month)
23 No of Training Tasks received Service Head / Cluster Manager
(One for every 3Engineers)
Getting new Package order
25 All Group leader
(Min One Per Month)
Supply orders for existing plant/pump
26 All Group leader
(Min One per Month)
Getting new equipment Order for OMC
27 OMC Incharge or Project sales
(Min One Per quarter)
29 Sending equipment to service centre Group leader / Team leaders
Average Service Call Efficiency of GL / TL / Service Head / Cluster
engineers Manager
30
(No of engg attending multiple products / (To ensure team capable of
Total Engg - Min 60%) handling all jobs)
Service call Utilization of Engineer(Egg-
31 22-man-days, GL-21 Man-day of Egg Compulsory all field engineers
availability)
33 Conducting training as per schedule Service Head / Cluster Manager
34 Customer feedback form Compulsory all field engineers
(Min One per month)
No of Customer feedback form received
35 Service Head / Cluster Manager
(One for every 3Engineers)
36 Appreciation letter collection Field Engineers / Group leader /
(Min One for every 2 months) Team leaders
No of Appreciation letter received
37 Service Head / Cluster Manager
(One for every 3Engineers)
Hirer machine details ( collect and Assign to one group leader or
38
compilation) One person in the entire team,
39 RMC production details update Group Leaders
40 Critical call tracking - by tracking data Assign to one group leader or
from online software One person in the entire team,
Assign to one group leader or
41 Critical call tracking compilation
One person in the entire team,
45 Project performance compilation Engineer assigned to for project
monitoring
46 Training SE- advanced topics Product specialist / Pump team
responsible person
Team members meet (GL Meet )and
48 MOM to be sent to next level ( no phone All Group leader
meeting allowed)
49 Review of KRA of the team All GL / TL
50 OMC parts life Assign to OMC service engineer
AMC calls letter sending to customer Assign to AMC responsible
51
(within 3days from visit) engineer / Service Head
Maintaining of required spares at OMC
52 Assign to OMC service engineer
Store and updating Stock register
OMC operating and spares cost data
53 Assign to OMC service engineer
collection
Submission of OMC report and invoice to Assign to OMC service engineer
54
site (with 7th of every month) / Service Head
55 Outstanding of OMC payments Assign to OMC service engineer
56 Sending commissioning documents & Team Leader as per Products &
Stamping documents to customer Back Office
Vendor complaint file update ( OEM's like
57 KOEL, Mahindra, Elgi, anesta iwata, & E&C Back office
,Omc vendors etc.)
Machine population update and removal
58 Back Office
of equipment's
Sending commissioning details to vendor
59 Back office
(All Engine, Compressor etc)
Daily Updation of Online Register before
60 Back office
engineer deputation
Raising service invoice on time -
Back office / Service Head /
61 Maximum 7 days from the date of Job
Cluster Manager
completion
Service revenue billing & collection
62 Back office
update
63 Outstanding payment followup mails sent Back office
SAP outstanding verfication with
64 Back office
collection
65 Online software MIS Back office
Overall Outstanding (all category) of the category wise to be assigned to
66 Region/ Area concern GL / TL / Service Head /
(ZL2W >90days & ZIPJ - Nil) Cluster Head
Up to date Database of existing
67 customers Project Sales / HDD sales
Customer awarness / engagement task
68 (Min 7 customer to be met) Project Sales / HDD sales
Financier Meet
69 Project Sales
(Min 4 meeting per month)
visits to lead generating sources
70 Project Sales / HDD sales
(Min 4 lead sources)
Total Monthly Visit
71 (Customer, Financier, Courtesy, Order Project Sales / HDD sales
follow up etc)
(Min 36 visit per month)
visit to order lost customers without
72 Project Sales / HDD sales
having enquiry
73 Competitor customer list Project Sales / HDD sales
Site visit for Compititor Equipment to
74 make the comparison PPT Project Sales / HDD sales
(Min 1visit with PPT)
75 New Plant Supply orders Project Sales
HDD vendor coordination and reports
76 HDD Sales
after commission of HDD
Core Service - Billing Vs Target Incharge / Service Head /
77
(Quaterly) Cluster Manager
Package Service - Billing Vs Target Incharge / Service Head /
78 (Quaterly) Cluster Manager
Projects Supply - Billing Vs Target Project Sales / Service Head /
79
(Quaterly) Cluster Manager
80 HDD / XCMG - Billing Vs Target Project Sales / Service Head /
(Quaterly) Cluster Manager
81 Service centre - Billing Vs Target Project Sales / Service Head /
(Quaterly) Cluster Manager
82 Monthly billing target ( all category ) Project Sales / Service Head
83 Cumulative billing target ( all category ) Project Sales / Service Head
Profitability Budget achievement
84 Service Head / Cluster Manager
(will be shared every qtr)
Regional KRA rating
85 Service Head / Cluster Manager
(Min 75% of entire team)
Service Head, within 7 of the
86 Branch MIS report
Month
visiting customers where complaint are
87 Cluster Manager
escalated to HO
Customer Visits
88 Cluster Manager
(Min 60 to 100 per month)
Product performance screening
89 Group leader (XCMG)
(Use standard format F3)
Spare Master Data information on
90 TL/PE( XCMG)
equipment spares in standard format - F9
Spares Inventory Planning
Analysis of spares consumption and
91 TL/GL (XCMG)
demand
standard format - F10
92 WEICHAI Engine Service master data PE/GL (XCMG)
Standard Format - F12
WEICHAI Engine Service Call Data
93 PE/GL (XCMG)
Standard Format - F12
Monthly Progress Report TL/GL/PE/PA
94 ALL XCMG team
before 5th of every month
Assignment Register Update
95 every week ALL XCMG team
Checklist & Logbooks for demo machines
96 PE (XCMG)
Every 15days.
97 Technical Documents Management PE (XCMG)
Spares Business target
98 Promotion and sales of spares; achieving ALL XCMG team
quarterly target
99 OPT's master record PE/TL (XCMG)
before 5th of every month
Measuring point /
Krishna Yadav
Rating Option
Rating +1 or -1 1
Maximum 1 if all the members submit
else Proportionally, if less than 50% then
rating will be -1
Maximum 1 if compilation done and sent
to HO before 5th, 0.5 sent before 10th,
else 0
Rating +1 or -1 1
Maximum 1 if all the members submit
else Proportionally, if less than 50% then
rating will be -1
Maximum 1 if compilation done and sent
to HO before 5th, 0.5 sent before 10th,
else 0
Rating +1 or 0 1
Maximum 1 if all the members submit
else Proportionally, if less than 50% then
rating will be -1
1 if submitted within 2days, 0.5 if within
4days , -1 if more than 5days 1
QMS ppt done within 2 days / Total no of
equipment commissioned for the month
1 if submitted within 5days, 0.5 if within
7days , -1 if more than 7days
QMS Audit done within 5 days / Total no
of equipment commissioned for the
month
Rating +1 or 0 1
O to 1 proportionate
Maximum 1 if all the members submit
else Proportionally
0 or 1 based on the authentic data
1
provided
To be fitted within 7days of material
reaching site
1
(1 if fittment within 7days, 0.5 if within
10days , -1 if more than 10days)
To be returned within 15days of material
reaching site
1
(1 if returned within 15days, 0.5 if within
30days , -1 if more than 30days)
if none is pending above 30 days +1 . If
above 30 to 60 days 0.5, if 60 to 90 days
0.25 and above 90 days -1
Every fortnight material to be dispatched
to HO with all documentation.
(Rating 1, 0.5, 0)
+1 or 0 1
O to 1 proportionate
1 or -1 , for the group leader based on the
order finalization
+1 or 0 , for the group leader based on
the order finalization
+1 or 0 , for the group leader based on
the order finalization Rating will be
measured on June and December for the
six month period
0 or 1
Proportional to average Value
Propotionate to the target of 21 or 22
100% Compliance to be completed within
same month(rating 1 or -1)
1 or -1 0
O to 1 proportionate
0 Or 1 1
O to 1 proportionate
0 or 1
0 to 1 proportionate
(No of RMC details recorded by the no of
RMC alloted to G.L)
0 or 1
0 or 1
0 or 1
0 or 1
Should be Primary KRA for group leaders
1 or 0 for the complete month
If team avg more than 80% then 1, else
propotional to average
0 or 1 based on the authentic data
provided
Reports sent within 3 days / the no of
equipment's service provided
0 or 1
0 or 1 based on the authentic data
provided
Report & invoice submitted within7days/
No of OMC's
below 60 days 1, above 60 to 90 days 0.5 ,
above 90 days zero
Maximum 1
No of comm documents sent within 7
days / no of equipment commissioned for
the month
(0 or 1 based on the data provided)
0 or 1 addition and deletion has to be
shown
No of equip registered within 7days / No
of equip commisioned for the month
If more than 80% +1 or -1 ( taking only
office working days in accounT)
Maximum 1, Minimum 0.5 or -1
(No of invoices raised within 7days / No of
chargeable services completed for the
month) if ratio less than 0.5 then rating
will be -1
No of days updated / No of working days.
(Max 1, if <0.5 then -1)
1 if mail sent for all O/s above 30days, 0.5
if 50% mail sent, else zero
Every fortnight details to be sent to
accounts.
(Rating 1, 0.5, 0)
1 or -1 Primary KRA , If not recived on
next date the KRA for the Month is zero
below 60 days 1, above 60 to 90 days 0.5 ,
above 90 days zero
(As per allotment)
1 to 0.8 or -1 (If below 80% of the
customers data is not available the rating
will be -1)
1 or -1
0 or 1 to 0.5
0 or 1 to 0.5
0 or 1 to 0.5
0 or 1
0 or 1
0 or 1
Supply order taken/ No of plants supplied
from the branch
O to 1 proportionate
(No of reports sent / No of M/c comm)
Maximum 1 , or proposition to the
achieved target achieved
Maximum 1 , or proposition to the
achieved target achieved
Maximum 1 , or proposition to the
achieved target achieved
Maximum 1 , or proposition to the
achieved target achieved
Maximum 1 , or proposition to the
achieved target achieved
Maximum 1 , or proposition to the
achieved target achieved
Maximum 1 , or proposition to the
achieved target achieved
+1 or -1
0 or 1
0 or 1
1 or -1
0 to 1 proportionate
(No of customer visited / 100)
+1 or 0
+1 or 0
+1 or 0
+1 OR -1
+1 OR -1
+1 OR -1
(If submitted before 7th)
+1 OR -1
+1 or -1
+1 or -1
+1 or -1
+1 or 0
JAN - KRA 2022 FEB - KRA 2022
Self Remarks (Details reg Month Month - Self Remarks (Details reg
mail sent dt & customer / KRA KRA mail sent dt & customer /
equip name etc) Target Achieved equip name etc)
1
1
1
1
1
12
JAN - KRA 2022 0.00% FEB - KRA 2022
- KRA 2022 MAR - KRA 2022
Month Month - Self Remarks (Details reg mail Month Month -
KRA KRA sent dt & customer / equip name KRA KRA
Target Achieved etc) Target Achieved
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
12 0 12 0
A 2022 0.00% MAR - KRA 2022 0.00%
APR - KRA 2022 MAY - KRA 2022
Self Remarks (Details reg Month Month - Self Remarks (Details reg
mail sent dt & customer / KRA KRA mail sent dt & customer /
equip name etc) Target Achieved equip name etc)
1
1
1
1
1
12 0
APR - KRA 2022 0.00% MAY - KRA 2022
Y - KRA 2022 JUN - KRA 2022
Month Month - Self Remarks (Details reg Month Month -
KRA KRA mail sent dt & customer / KRA KRA
Target Achieved equip name etc) Target Achieved
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
12 0 12 0
A 2022 0.00% JUN - KRA 2022 0.00%
0.00%
JUL - KRA 2022 AUG - KRA 2022
Self Remarks (Details reg Month Month - Self Remarks (Details reg
mail sent dt & customer / KRA KRA mail sent dt & customer /
equip name etc) Target Achieved equip name etc)
1
1
1
1
1
12 0
JUL - KRA 2022 0.00% AUG - KRA 2022
0.00%
G - KRA 2022 SEP - KRA 2022
Month Month - Self Remarks (Details reg Month Month -
KRA KRA mail sent dt & customer / KRA KRA
Target Achieved equip name etc) Target Achieved
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
12 0 12 0
A 2022 0.00% SEP - KRA 2022 0.00%
OCT - KRA 2022 NOV - KRA 2022
Self Remarks (Details reg Month Month - Self Remarks (Details reg
mail sent dt & customer / KRA KRA mail sent dt & customer /
equip name etc) Target Achieved equip name etc)
1
1
1
1
1
12 0
OCT - KRA 2022 0.00% NOV - KRA 2022
V - KRA 2022 DEC - KRA 2022
Month Month - Self Remarks (Details reg Month Month -
KRA KRA mail sent dt & customer / KRA KRA
Target Achieved equip name etc) Target Achieved
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
12 0 12 0
A 2022 0.00% DEC - KRA 2022 0.00%
NAME Krishna Yadav
LOCATION Lucknow
MONTH Saturday, January 1, 2022
DATE CUSTOMER NAME & ADDRESS M/C
Saturday, January 1, 2022
Sunday, January 2, 2022
Monday, January 3, 2022
Tuesday, January 4, 2022
Wednesday, January 5, 2022
Thursday, January 6, 2022
Friday, January 7, 2022
Saturday, January 8, 2022
Sunday, January 9, 2022
Monday, January 10, 2022
Tuesday, January 11, 2022
Wednesday, January 12, 2022
Thursday, January 13, 2022
MONTHLY REPORT
SL.NO. NATURE OF JOB SERVICE REPORT DATE
SERVICE REPORT SUBMIT DATE REMARK
Tuesday, January 11, 2022
Wednesday, January 12, 2022
ECR LIST - 2021
Sr No. Month ECR Date Request Engineer Product Model
Group
R LIST - 2021
Subject
Q
Failure/ Machine
Sl.No Month Name Of Customer Area Complaint Product Model
Date Number
Quality Issue 2021
Running
Machine Name of Service
Sl.No Hours/Cu Engineer Details Of Problem Analysis Action Taken
bic mtr
Supportin
Vendor
Issue g Remarks
Document
Training Task 2021
Sl.NO Month Engineer Name Training Task Name Submitted On
1/1/2022 Krishna Yadav
1
Supporting Documents Remark
Sl.No Machine Type Machine Model M/c Sl.No Mfg Date
Mfg Month Prime Mover Sl.No Name of Customer
Site / Location City / Town Contact Person Mobile No Comm Date
QMS Report QMS PPT QMS Audit
QMS Rpt Days QMS PPT Audit Date Audit Days
Date Days by
PRF/
Calibration
Comm Doc Dt Comm days
Certificate
Sent Dt
Sr. No Month Engineer Name
Authentic
Customer Name Product Group
Authentic Parts Life 2022
Product Sr. No Parts Name Part No. Part Life
Engine/PTO Hrs Pumping/CP / Mixer hours PPT
Competitor Machines 2022
Customer Contact Phone Machine
Sl. No. Month Area Competitor Product
Name Person Number Model
022
Machine Manufactu Hour metre
Customer remarks
Sl.No ring year reading
CUSTOMER NAME
EQUIP MODEL
Feb
DATA FOR PERIOD
TOTAL RUNNING HOURS
TOTAL CONCRETE
TOTAL COST (Gneral+Spares Cost) YEAR (2021)
TOTAL SPARES COST YEAR (2021)
TOTAL GENERAL CONSUMABLE COST(2021)
SPARES COST FOR PER M3 CONCRETE
GENERAL COST FOR PER M3 CONCRETE
TOTAL COST FOR PER M3 CONCRETE
MONTH HRS. START
CONCRETE END
TOTAL CONCRETE RUN HRS.
GENERAL CONSUMABLE
TYPE COST IN LTRS
1 Engine oil
2 Diesel
3 Hydraulic oil
4 Gear oil
5 Grease
6 Pin Bush
7 Filters
TOTAL 0
ok
E SPARES CONSUMPTION
IN LTRS DESCRIPTION COST
0
0
NSUMPTION
QTY
Sr. No Part Name Machine
Customer Qty
Sr.No Customer Name Customer Location
Quote Date Quote No Inv. date Inv. No Invoice Month
Machine Type Model Quotation amount Invoice amount
Payment Status Remarks
How quick was your call picked up and connected to the
Reporting of servince engineer physically at the site on
patiently listened to and responded politely with a reply
In case of postponment of visit on the mentioned date,
whether prior intimation received from service desk/
Service Desk response to your complaint - whether
How reasonable was the reason given for the
service engineer on the postponment.
the committed date & time
postponment
right person
S.No. Month Customer Name Place Contact Person Mobile No.
1 2 3 4 5
1 Jan Purnagiri construction Tanakpur Mr.Vinod 9897304199
2 Feb Mizuki Infra Rajpura Mr.Ashutosh 7838199270
3 Mar Sabina Banoo Kistwar Mr.Farook 9622202228
4 Apr National Construction Ruderpur Mr.Manoj 9927889200
5 May Doctor Concrete Zirkpur Mr.Naresh 6283058831
6 Jun Balak Ram Kaundal Salapher Mr.Balak 8219657857
7 Jul Ram Kumar Contractor Ludhiana Mr.Arun 9988779303
8 Aug Saroha Construction Panipat Mr.Ajay 9813233505
9 Sep Prashanti Surya Dharampur Mr.Shashi 9418770663
10 Oct Prabhjot Singh Una Mr.Goldy 8219237257
11 Nov Surender jindal and bros Dharmshala Mr.Panku 9736988542
12 Dec Kathuria Construction Una Mr.Iqbal 9816023442
Service Engineer's way of listening to the site people
6
when they narrated the problem in the machine
Your comment on Service Engineer's clarity in
7
communication and politeness in interaction with the site
people
Understadning the problem correctly and approach it in
8
the right direction.
Ability to identify the cause of the problem without much
9
loss of time.
correction/rectification of the identified problem with the
10
most precise solution.
Care taken by service engineer to attend and complete
11
the job in a neat and tidy way.
Whether time taken by Service Engineer to complete the
12
job is reasonable in relation to the cause identified.
Explanation given by Service Engineer regarding the
13
remedial action taken with details.
Genuineness of recommendation made by serv engg for
14
spares replacement in relation to the cause of the
problem identified.
Suggestions/training given on maintenance to avoid
15
recurrence of the problem/ failure & on general upkeep of
the machine
Performance of the machine during operation after the
16
problem was rectified
Follow-up by Service desk/Service Engineer to enquire
17
about the performance of the machine.
Undertaking required safety measures/precautions
18
during servicing of machinery
How do you rate your experience on getting service from
19
SSI
NS IF ANY
SUGGESTIO
on
Visited
customer
P
SSI Product oper
Sl.No Month Operator Name Mobile Number SLM
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
1
2 Apr-20
3 18
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
Operator Bank database(Self Loading Mixe
SSI Product operated with Experience Competitor product operated with
Ajex
Self Loading Mixer) -2022
r product operated with Expireance (If any)
Total Experience Current Location
6 Month Mandi
3 Year Nurpur
3 Year Ambala
3 Year Karanpryag
2 Year Rajouri
10Year Badrinath
Company/Contractor Name
M/s Praveen Kumar
M/s Ankit Mahajan
M/s Saroha Construction
M/s Poddar Construction
M/s Kapsha Construction
M/s Stone Field
Appreciation Letter 2
Sr No. Month Letter Issue Date Engineer Name Customer Name Product Product Group
ciation Letter 2022
Other Information (Machine Performance / SSI service / Special achivement ) Soft /Hard copy
AMC Quotes 2022
Sr. No. Month Customer Name Site Location State Machine Model Quote Date
1 January
2022
Amount PO Received/Not Invoice Amount AMC Duration
Sr. No Month Visit Date Customer Name
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
Days Service Charge Amount Payment Status Invoice No.
Project
Sr. No. Project Name Description Project Location State
1
5
Project Performan
Executing Executing Contact
Agency Contractor Contact Person Designation number
erformance Compilation
Project
Commencement SSI
Date Project Duration Equipment Model Serial Number
No. Of Total Concrete to Total Amount of Concrete Grade
equipments be Done Project use
Concrete Done
till date 00-00-
0000
