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SMART KPIs Guideline

Section (1):
1. When allocating weights for KPIs areas of each job, please note:
The Performance/KPI Appraisal section measures the employee’s level of achievement in the
Key Performance Indicators (KPIs). The 4 KPI factors are generic factors applicable to all OC jobs
and are MANDATORY. This section Weights 70% from the overall Performance Appraisal. The
total weight must equal 100%.

a) Factor #1 (job target achievements), is a mandatory factor for all positions and its weight
should be from 45% to 55%.
b) Factor #2 (Internal / external customer satisfaction), is a mandatory factor for all positions and
the weight should be form 10 % to 15% and in some position it might reach 20%.
c) Factor #3 (Quality/service & process standards), is a mandatory factor for all positions and its
weight should be from 10% to 15%.
d) Factor #4 (Health, safety & environment), is also a mandatory factor for all employees who
work in projects and its weight should be from 15% to 20% according to the job nature. As for
head office employees, you can make it less than this percentage and it can be from 5% to 10%.

Human Resources – Organization Development Unit

Quality / Service & Process standards: by one or more of the following items:  Minimize Number of errors in the same process.. 2. Thus. 3. or quality statement in order to be easily measured and rated in the appraisal time.  Specify the time taken in closing cases. Relevant.  Deploy standardized work processes and corporate measurement systems through education and training. monitor.: by one or more of the following items:  Specific job objectives (not tasks). Human Resources – Organization Development Unit . For example. it has to be SMART KPIs: (Specific. you should complete the measurement standards mentioned in the form by number.  Use Questionnaire results and specify the % or number of positive or negative results previously. Achievable.  Specify number of appreciation mails or letters. a. Measureable. deadline.  Number of negative or positive comments on the employee’s appearance and his business etiquette style in the workplace. Specific for each employee under each KPIs area. units. duration.Internal / External customer satisfaction: by one or more of the following items:  Minimize number of complaints by % or numbers.  Implement standardized work process  Track. When setting KPIs under each area. percentage.  Specific output related to the job and department.Job Target achievement…. and report required information  Number of non-conformance issues  Number of change requests and root causes  Cost of Rework (permitted or unpermitted)  The average cost recorded with administrative errors per revenue  Number of exceptions at turnover  Use specific Document format and design.2. and Time bound). you can breakdown the area of 1.

Safety & Environment: by one or more of the following items:  Percentage of staff with adequate occupational health and safety training.  Number or cost of resources used by the employee per month/ year.  Percentage of occupational health and safety committee recommendations implemented.Health.4.  Total of hours in safety and health training in the month.  Number of incidents of disorganized and unclean office.  Percentage of issues raised by H&S Reps acted.  Smoking time and place.  Number of paper pages used per employee per month  Percentage of hazardous operational waste  Number of incidents of disorganized documents. Human Resources – Organization Development Unit .  Number of reportable accidents year (0 accidents)  Lost time (in hours) due to non-fatal accidents per year  Amount of energy saved due to conservation and efficiency improvements.  Energy costs per unit or dept.  Number of accidents per year.  Average electrical consumption per employee or department / project.