KPI For Operations Manager

THE MASTER KIDS COMPANY - KPI GRADING FOR THE OPERATIONS
MANAGER
Store Management:
1. Sales Performance: Measure the store's overall sales performance and analyze trends for
fast selling toys over time every month end.
2. Inventory Management: Monitor inventory levels to ensure that products are adequately
stocked and identify any overstocked or slow-moving items.
3. Merchandising Effectiveness: Assess the effectiveness of merchandising efforts by tracking
sales of specific products and product categories using Excel sheet.
4. Store Maintenance: Track store maintenance and cleanliness to ensure a safe and inviting
environment for customers and employees.
5. Compliance: Always check the store available documents to ensure that the store is
compliant with all local, state, and federal regulations related to retail operations and
inform the MD on time for any document nearing renewal date.
Supervision:
1. Employee Productivity: Monitor employee productivity to identify opportunities for

training, coaching, and recognition especially in the area of customer complaints
troubleshooting.
2. Schedule Adherence: Track employees' schedule adherence to ensure that the store is
staffed appropriately at all times.
3. Task Completion: Measure the completion of tasks assigned to employees to ensure that
the store is running smoothly and efficiently per day.
4. Safety Compliance: Ensure that all employees are trained on safety protocols and that
these protocols are being followed.
Employee Management:
1. Employee Satisfaction: Survey employees to measure job satisfaction and identify areas
for improvement.
2. Training Effectiveness: Evaluate the effectiveness of the training programs to ensure that
employees are adequately trained to perform their job functions especially in product
knowledge and communication. Evaluate monthly.
Client Management:
1. Customer Satisfaction: On monthly basis, measure customer satisfaction through surveys

and feedback to identify areas for improvement.
2. Customer Retention: Track customer retention rates using the existing customer directory
to identify opportunities to improve customer loyalty.
3. Complaint Resolution: Monitor complaint resolution times and effectiveness to ensure that
customer issues are being resolved promptly and effectively.
Service Delivery:
1
MANAGER
1. Service Time: Measure the average service time for customer inquiries or requests to
ensure timely and efficient service.
2. Service Quality: Monitor service quality by tracking customer feedback and identifying
areas for improvement.
3. Service Cost: Monitor service costs to ensure that service delivery is cost-effective and
efficient.
For the purpose of percentile grading

Area of Performance: Store Management
KPI Description Target
Inventory Control Monitor and maintain optimal levels of stock and supplies. 95%
Sales Performance Maximize sales revenue while minimizing loss and waste. 10%
Store Maintenance Ensure the store premises are clean, safe and well-organized. 100%
Area of Performance: Supervision
Employee Training Provide necessary training and support for team members. 100%
Time Management Ensure all staff members work efficiently and effectively. 90%
2
MANAGER
Workload Balance Ensure workload is fairly distributed and team members are motivated. 100%
Area of Performance: Employee Management
Targe
KPI Description t
Employee Reporting Ensure that every employee turn in their daily report at least 15 minutes
system before close of business every day. 100%
Customer Service Maintain a high level of customer service and satisfaction. 95%
Team Collaboration Encourage and promote a positive team dynamic. 100%
Area of Performance: Client Management
3
MANAGER
Customer Acquisition Increase the number of customers through effective marketing. 10%
Customer Retention Retain existing customers through excellent service. 90%
Customer Feedback Gather customer feedback and implement improvements. 100%
Area of Performance: Service Delivery
Product Quality Ensure all products meet quality standards and are safe. 100%
Order Fulfillment Meet customer orders in a timely and efficient manner. 95%
Returns Management Manage customer returns and exchanges effectively. 90%

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THE MASTER KIDS COMPANY - KPI GRADING FOR THE OPERATIONS

1. Employee Productivity: Monitor employee productivity to identify opportunities for

1. Customer Satisfaction: On monthly basis, measure customer satisfaction through surveys

For the purpose of percentile grading

KPI Description Target

Area of Performance: Supervision

KPI Description Target

KPI Description Target

Area of Performance: Employee Management

Team Collaboration Encourage and promote a positive team dynamic. 100%

Area of Performance: Client Management

KPI Description Target

Customer Retention Retain existing customers through excellent service. 90%

Customer Feedback Gather customer feedback and implement improvements. 100%

Area of Performance: Service Delivery

KPI Description Target

Returns Management Manage customer returns and exchanges effectively. 90%

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