Dear Rachna,
Preparation of KPI and KRA requires lot of expertise. KRAs are customised based on your company's systems and processes, customer requirements etc. Therefore, what is applicable to other companies, may not be for your company.
Secondly, you cannot develop the KRAs in isolation for particular department or give focus to operations. You are from HR, then it is not your job to develop the KRAs. This job is of a senior to whom these personnel report. Why senior is not developing the KRAs to his/her junior? Situations of this kind arise because it appears that you do not have comprehensive Performance Management System (PMS) in your company.
Irrespective of the type of company, principles of PMS do not change. These are common across all the industries. While establishing PMS or designing the KRAs, following needs to be noted:
a) Do we measure what deserves to me measured?
b) Do KRAs pass the test of SMART principle?
c) Has the direct and indirect cost been identified for all the departments? Are these costs included as KRAs for the respective HOD?
d) Has the staff of downmost level understood the importance of measurement or how to design the measures? Mere Manager or HOD understanding the concept of KPIs and KRAs is not sufficient. He/she attains department's KRA through his/her subordinate. What if the Manager/HOD does not get sufficient support from the juniors?
e) Are there any staffs who are kept off the hook?
I have been giving replies to the posts on PMS time and again. Click the following link to refer one exhaustive reply:
https://www.citehr.com/511936-pms-company.html
Though the heading of the post is for IT companies, the reply is applicable to all the type of industries. In the above link, you will find several other links. Go through all the links patiently. It will improve your awareness of the subject.
For further doubts, you may call me on my mobile number. Talk to your management and find out whether they are ready hire paid services of external consultant like me. For further information, you may call me on my mobile.
Thanks,
Dinesh Divekar