“I thought he was doing it.”
He thought she was. She thought it was you.
We define what each role answers for, attach a few honest numbers, and set up short reviews. So your team knows what good looks like and you can stop being the only person who notices.
Customer care executive
Sample for illustration. Yours is written with your team, in your numbers.
Here’s the uncomfortable part. When a task slips, you feel let down. They feel accused. Nobody wrote down whose job it was, so you’re both arguing about a rule that doesn’t exist.
Good staff hate this as much as you do. They work hard and can’t tell if it’s enough, while someone who does less gets the same increment. Those are the people who leave first.
Clear KRAs change the conversation. It stops being about whether you’re happy with someone and becomes about a number you both agreed on. That’s easier on everyone, you included.
Who actually reports to whom, including the parts that only exist in practice.
You get: a one-page organisation chart
What do three people half-own? What does nobody own, so it lands on you?
You get: one owner for every job
Three to five per role, written with the person, using numbers you can actually get.
You get: a KRA sheet per role
What each role can decide alone, in rupees, days and situations.
You get: fewer calls to you
Twenty minutes a month, the same questions every time.
You get: a review routine managers can run
Once the numbers are trusted, we help connect them to increments and incentives.
You get: a fair way to reward people
A KRA, or key result area, is what a person is responsible for, such as collections. A KPI, or key performance indicator, is the number that shows how it’s going, such as collections within 30 days. One KRA usually has one to three KPIs.
Three to five. Past that, nothing is really a priority and people pick the ones they like. A small business can often run well on three for most roles.
Yes, and small teams often benefit most, because overlap is worst when everyone does a bit of everything. Team role clarity starts in our Basic plan. Formal KRA work is part of strategic planning in Platinum, or we can quote for it separately.
Eventually, usually. But run KRAs for a few months first until the numbers are trusted. Tying money to a measure nobody believes creates arguments and some creative reporting.
Short monthly reviews, a few numbers, each owned by one name. If the review takes a day and happens once a year, people forget it by the second month.
Yes. Our guide has KRA examples for eight common small business roles that you can copy and adjust.
“I was the answer to every question in my own company.”
“I thought that was what being a founder meant. Trainova didn’t give me a speech about it. They sat with my team, wrote down how the work should run and who decides what. Now my people come to me with decisions they’ve already made.”
Girish PadoliFounder, BlackBox Learning
“My business was only as big as what I could check myself.”
“In wholesale, one wrong price or one missed follow-up costs real money, so I kept every decision with me. Trainova helped us write down who handles what, and trained the team to do it. I still care about every order. I just don’t have to carry every one of them.”
Arun BabuCEO, Unirun Traders
These businesses opened the door to us anyway.
The audit is free. It goes straight to our WhatsApp, not a call centre.
