Chapter Four: Performance Management System Design

4.1 Role Definition of the Departments and the Units

In designing the performance management system for Sipradi Trading Pvt. Ltd., it is essential to define the roles of
various departments and units within the organization. Each department plays a crucial role in contributing to the
overall objectives and success of the company. So, to this project we'll be focusing on Sales Department, Human
Resources (HR) Department, and Operations Department. Knowing what each department does helps the company
create a system where everyone knows their role and how they're doing. This keeps the company on track to meet its
goals. So to understand each department here are the purpose, key result areas, and key capabilities outlined below:

1. Sales Department
Designation Sales Officer
To drive sales and revenue growth by effectively engaging with potential customers and
Purpose converting leads into sales.
1. Achieving sales targets.
2. Managing customer relationships.
KRA 3. Executing strategic sales plans.
Education and Qualification:
Capabilities Bachelor's degree in Business Administration, Marketing, or related field preferred.
Knowledge and Other Traits:
1. Strong understanding of sales principles and techniques.
2. Excellent communication and interpersonal skills.
3. Ability to negotiate and persuade effectively.
4. Familiarity with CRM software and sales tracking systems.
5. Proactive and results-driven attitude.

Designation Sales Representative

Purpose To promote products and services, generate leads, and assist in the sales process.
1. Prospecting and identifying potential customers.
2. Conducting product demonstrations and presentations.
KRA 3. Assisting customers in product selection and providing relevant information.
Education and Qualification:
Capabilities High school diploma or equivalent required.

Knowledge and Other Traits:

1. Excellent communication and interpersonal skills.
2. Ability to build rapport and establish relationships with customers.
3. Basic understanding of sales principles and techniques.
4. Willingness to learn and adapt to product knowledge.

2. Human Resources Department

Designation HR Manager
Firm Sipradi Trading Pvt. Ltd.
To oversee human resources activities and ensure the effective management of employees
Purpose within the organization.
1. Talent acquisition and management.
2. Employee development and training.
KRA 3. Employee engagement and retention.
Education and Qualification:
Capabilities Master's degree in Human Resources Management or related field preferred.
 Knowledge and Other Traits:
1. Strong understanding of HR principles, practices, and employment laws.
2. Excellent leadership and decision-making skills.
3. Effective communication and interpersonal abilities.
4. Ability to handle confidential information with discretion.
5. Strategic thinking and problem-solving capabilities.

Designation HR Officer
Firm Sipradi Trading Pvt. Ltd.
To assist in the implementation of HR policies and procedures and provide support in
Purpose various HR functions.
1. Assisting in recruitment and selection processes.
2. Supporting employee development initiatives.
KRA 3. Handling employee inquiries and grievances.
Education and Qualification:
Capabilities Bachelor's degree in Human Resources Management or related field preferred.
Knowledge and Other Traits:
1. Familiarity with HR processes and procedures.
2. Strong attention to detail and organizational skills.
3. Good communication and interpersonal abilities.
4. Ability to work effectively in a team environment.
5. Proficiency in HR software and systems.

3. Customer Care Department

Designation Customer Care Head
Firm Sipradi Trading Pvt. Ltd.
To oversee customer service operations and ensure high levels of customer satisfaction and
Purpose retention.
1. Managing customer service operations.
2. Handling escalated customer issues and complaints.
KRA 3. Implementing strategies to improve customer satisfaction.
Education and Qualification:
Capabilities Bachelor's degree in Business Administration or related field preferred.
Knowledge and Other Traits:
1. Extensive experience in customer service management.
2. Strong leadership and decision-making skills.
3. Excellent communication and interpersonal abilities.
4. Ability to analyze data and identify trends to enhance customer experience.
5. Customer-centric mindset and problem-solving capabilities.

Designation Service Engineer

Firm Sipradi Trading Pvt. Ltd.
To provide technical support and assistance to customers regarding product installation,
Purpose maintenance, and repairs.
1. Performing product installations and technical troubleshooting.
2. Conducting preventive maintenance and repairs.
KRA 3. Providing product training and support to customers.
Education and Qualification:
Capabilities Diploma or Bachelor's degree in Automobile Engineering or related field preferred.
Knowledge and Other Traits:
1. Strong technical skills and knowledge of relevant products and systems.
2. Excellent problem-solving and diagnostic abilities.
3. Effective communication and interpersonal skills.
4. Ability to work independently and under pressure.
5. Commitment to providing high-quality customer service.