Forward Planning FY 21-22

© 2021 MICROLAND LIMITED

Forward Planning FY 21-22

Forward Planning (Goals) Mid-year Check-In Annual Performance Review

Guide

2© 2021 MICROLAND LIMITED

Our Performance Philosophy

Forward Planning (Goal Setting) – Driving high Performance

Forward Planning

SMART Goals

How to define Goals

Goal Library

As an Employee

Timelines

System Navigation

As a Manager

Goal Guide for Delivery P1-P4 Roles with Sub-Goal Statements & measurement examples


Our Performance Philosophy

Building transparent process with clear

expectations, evaluation metrices and

measures in alignment with Organizational

goals & priorities

Driving high performance through continuous

evaluation and development

Staying invested in Microlanders and building

the leaders of Microland

Performance management @ Microland aims to

enable high performance and development of

every Microlander through an integrated &

simplified talent management process.Forward

Planning

• SMART Goals

• Variable pay Plan -

Role & its targets

Mid-Year

Check-In

• Discuss progress against Goals

• Potential Evaluation launch

Oct’20

Continuous

Feedback

Annual Talent

Review • Performance review &

Rating

• Potential Review

• Promotion &

Progression

Rewards

• Variable payout

• Compensation

decisions

Continuous

Feedback

Q1

May-June

October

March-April

Q2

Q3

Q4

May - Jun


Driving Performance

Driving high performance is best achieved in a culture where:

▪ Forward planning (Goals) are clear and mutually agreed upon, with respect to Objectives, KRA’s and its measurement.

▪ Employee development is a top priority

▪ Feedback in ongoing and two-way (between employees & manager)

▪ Performance expectations and assessments are transparent

Goal Setting Development Continuous Feedback Review


Forward Planning (Goal Setting) – Purpose

Goal setting is the most critical process for fostering an environment that encourages

accountability.

SMART GOALS

CLARITY &

DIRECTION

BRINGS FOCUS &

ACTION PLANNING

MEASURE PROGRESS

DEVELOPMENT

OPPORTUNITIES

PRIDE IN ACHIEVEMENT

of GOALS

• Clarifying job responsibilities & expectations for the performance year

• Developing capabilities to their fullest through effective feedback & coaching.

• Driving consistent behavior to align to organizational goals and core values.


SMART Goals

• The goals are

focused and identify

a tangible outcome.

• Answers what to

achieve

• Without the

specifics, goals may

be too vague to

achieve.

• Clear definition of

success.

• Answers how much

and/or how many

•This will help to

evaluate

achievement and

also progress.

• Goal should be

challenging, but

reasonable to

achieve.

• Reflecting on this

component can

reveal any potential

barriers that may

need to overcome to

realize success.

• Goal should be

practical, results-

oriented and

worthwhile realm of

authority and

capabilities.

• This helps answer

Why.

• Determine if it is

aligned to values

and if it is a priority

focus

• Every goal needs a

target date, that

motivates to apply

focus and discipline

necessary to achieve

it.

• Answers when

• Its important to

realistic time frame

to achieve the goal.

SMART Goals - serves as a way to keep individuals on course, provide focus, direction, set expectations.

Individuals can only achieve and exceed expectations when they know exactly what is expected of them.

This provides motivation and allows one to make most of one’s time & skills in achieving the goals.

SMART Goals should be CHALLENGING yet ACHIEVABLE


How to define Goals Goal Setting for each employee should include the below

• Broad area of contribution aligning to the organizational priorities

• Pre-defined in Microlander (Refer next slide for details for goal title)

• Minimum 2 Goals and maximum of 5-6 Goals must be agreed upon Goal Title

• Key result areas specific to the function and role played by the employee

• Specific to roles and must be updated post discussion with RM

• List of sub-goal titles are pre-defined or custom sub-goal can be updated

• Detailed tasks that will be accomplished to be able to meet the Goal.

• What will I need to do, to be able to achieve the Sub-Goal & Goal (Tasks)?

• When will I achieve this by (Timelines)?

• How will I know I have been successful (measurable criteria)?

• Goal weightages to be defined at Goal Title level in the Microlander

• Overall goal weightages should be 100%

• Roles that have weightages at sub-goal level should call out the same in the

sub-goal statement

Goal Title & Weightages should be aligned to the variable pay plan role

of the employees. Discuss with RM to know your role & its targets

Role

(Variable Pay Plan for P3+)

Sub - Goal

Title

Sub-Goal

Statement

Goal

Weightages

Organization

Priorities

Function &

Role

Department /

Project

CORE Values

WHAT (GOALS) you

do & HOW (VALUES)

you do is important.

Displaying Core

Values everyday is

important & they will

impact the overall

performance

evaluation


SMART Goal Example

Sample Goals (* % Weightages mentioned here are for reference only)

Role P3 Non IC (Delivery)

Goal Title Sub Goal Sub-Goal Statement Overall Goal Weightages

CUSTOMER EXPERIENCE

CSAT Measure

Compliance to Process and SLA on all agreed deliverables as

per the contractual targets/Goals & Objectives

CSAT Team > 5 per quarter (>5 <7 = 3* , > 7 <10 -4* , >10

<15-5*)

CSAT Individual Lead - > 1 Accolade per quarter (>1 = 3* , > 2

<3 -4* , >3 <5-5*) 20%

Value Based DeliveryContribute to at least 1 project/initiative which can be

classified as “Value” for customer - Automation

Issue / Escalation

Number of formal client complaints / escalation 0 per year

1 Minor & 0 Major Escalation Team per quarter (>1<2=3*,

>2=2* , >3=1* )

OPERATIONS &

COMPLIANCE

Program KPI and key G&OsAchievement of SLAs / KPIs as per the program goals &

objectives - All green status.

40%Service Excellence100% adherence & implementation to QMS processes defined

by organization in accounts

Microland and Customer Policy

adherence

100% Adherence to Microland and Customer Policy, Procedure

& Practices within timelines

LEARNING AGILITY Self Development Gain knowledge on 1 emerging technology. 20%

PEOPLE

Retention Measure

Achievement of retention goals of > 80% annualized

Backup planning in team to reduce single point failure and

dependency 20%

Team Mobility & Development At least 1 Structured Training Session for the team every

quarter


Goal Library

Goals are classified into the below main categories: (Minimum 2 goals are mandatory to be selected & maximum

of 5-6 goals)

Sub-Goals

Within each goal categories there are recommended custom sub-goals. Employees are required to enter the respective

custom sub-goals as per their ROLE.

• Goals title inventory for each role of the above main categories→ attached as an excel

• Custom Sub-goals to be defined by employee in discussion with RM

• RMs will be responsible to ensure the goals & its weightages are in alignment with VPP role and that quality of

documentation is aligned with the organization's expectations.

• Competency Management

• Trusted Advisory and Innovations

• Delivery readiness

• Transition

• Transformation

• Operations Stabilization

• Business development

• Growth & Financials

• Customer Experience

• Operations & Compliance

• Learning Agility

• People

• Custom MBO

• Bids & Solution Support

• Product development

• Partner Ecosystem & Management

• Sales Operations Management

• Service & Product Portfolio

• Solutions & Services

• Value Creation

• Win-loss Ratio


As an Employee

Gain Big picture Agree on SMART GOAL Review

• Understand your team goals

• Understand your Department & Function Priorities for the FY

• Understand your Variable Pay plan role, its applicable parameters & respective targets

• Discuss on your individual goals, sub-goals, measurement parameters, weightages & timelines

• Schedule 1:1 and agree on the goals & Personal Development plan

• Ensure Goal statements are SMART & in alignment with VPP role parameters and

its targets (as applicable)

• Schedule regular check-ins with your manager to seek feedback on your deliverables & support required

• Review Goals in the event of role changes


As a Manager

Connect Employee to larger Organization goals

Make sure SMART Goals are attainable yet

Challenging

Create a Plan for Success

• Provide big picture to employees

• Cascade Team Goals and department priorities

• Provide clarity on employee's role* & expectations

*Variable Pay Plan Role & its applicable parameters & targets

• Set clear expectations

• Schedule 1:1 to discuss & agree on areas of priorities and stretch targets

• Focus on employee’s development plan (learning investment)

• Review & Agree on SMART Goals, detailed sub-goals & tasks, its measurement & key timelines

• Discuss on milestones, possible risks & plan of actions

• Identify dependencies to achieve the goals

Monitor Progress

• Schedule regular Check-Ins to review progress

• Provide feedback & feedforward

• Enable required support to be able to achieve goals

• Agree on next steps


As a Manager

Points to Note

• Ensure goals are discussed and agreed with employee before up-dation & approval on Microlander

• Discuss individuals VPP role and its applicable parameters (respective Targets) and ensure submitted goals & weightages are in alignment with VPP parameters

• Quality of documentation is aligned with the organization's expectations.

• Review goals in the event of role changes.

• Document the next steps & action plan from Check-In conversation with the employees


Timelines

BUHR Cascade Session

26th May to 4th June

Goal Setting Page

Opened in Microlander

1st June 1st June till 25th June

Goals discussion

with RM

Submission of

Goals by Employee

Approval of Goals

by RM

Goals Closure

on Microlander

30th June


Forward Planning

Microlander Navigation


Microlander – Goal Setting (Employee)

Employee can set the goals for

FY 21-22

① My Goals

② MY Teams (RM can view their

team members goals & status)

③ Archives (Past goals of the

employee)

④ Click to Add goals

⑤ Click to download the Goal

Setting guide

Microlander >> Performance >> Goal Setting

c

c

① ② ③

④

c

c

⑤



Adding Goal title & Sub-Goal Title

Choose appropriate Goal

Title from the drop down list

Sub-Goal Title List

(You may choose from the

list and edit the sub- goal

statement with specific

details of your role)

Choose this to add custom

sub-goal Title

and statement specific to

your role

c

cc

c



Adding Sub-Goal title & Sub-Goal Statements

Choose the defined or the

custom sub-goal title from

list and add your specific

statements

Add Sub-Goal Statement

here.

(Include details on how you

will achieve, when and how

will you measure the success)

c

cc

c


Microlander – Goal Setting (Employee)Once you have added multiple goals you can click ‘NEXT’

to add weightages.

c

cc

Once you submit multiple

Goals + Sub-Goal + Sub-Goal

Statements. Click on next to

add the goal weightages.

Set the weightages at Goal

level to 100% and click on

next.



Reviewing overall Goals and submit for approval.

c

cc

This will summarize your

goals + sub-goals +

statement + weightages

Review before you click on

“Submit Goals”

Once clicked on ‘OK”, RM will

receive an email to approve

your goals.


Microlander – Goal Setting (Manager)

Manager can view their team

members goals, status and action

on the same.

① To add Self Goals

② MY Teams (RM can view their

teams' goals & their status)

③ Archives (Past goals of the

employee)

④ Status of team members

documents

• Not Started

• In-Progress

• Submitted

• Approved

② Click on the team members to

review and approve their goals.

c

cc

c

① ② ③

④

c c

⑤

Microlander >> Performance >> Goal Setting >> My Team


Microlander – Goal Setting (Manager)

c

cc

c

c c

RM can expand the goal

page to review the goals,

sub-goals, statements and

approve the same.

RM can re-open the Goals for

the team members for

making edits

Reviewing overall Goals and Re-opening Goals


Delivery Roles

Goals & Sub-Goals

P1-P4


P1 Goal, Sub-Goals & Statements

Discuss with manager to understand your role & program specific targets & measures

Goal Header Sub Goal Sub-Goal StatementsSub-Goal

Weightage

Overall Goal

Weightages

CUSTOMER

EXPERIENCE

CSAT Measure- Minimum of 2 formal client appreciations per quarter (added advantage for 3 or more appreciations)

- 100% compliance to Process and SLA on all agreed deliverables as per the contractual targets/Goals & Objectives20%

30%

Issue / Escalation - Number of formal client complaints / escalation 0 per year 10%

OPERATIONS

&

COMPLIANCE

Program KPI and

key G&Os

- Achievement of SLAs / KPIs as per the program goals & objectives - All green status

- Ensure proper hand over (Shift Handover, warm transfer etc.) & updates are provided enabling effective service delivery

- Communicate and collaborate effectively across all communication channel (email, phone, chats etc.) to the cross

functional teams. Ensure zero communication gaps.

- 100% compliance to process

- Contribute to 95% productivity level and ensure zero concerns from operations

- Ensure proactive approach to delivery to meet all the customer commitments/deliverables.

20%

55%

Knowledge

Management

- 100% compliance to Knowledge Management process defined

- Notifying the Knowledge Contributors for addition/modification of the KB articles

25%Service Excellence

- 100% compliance to service management processes defined (zero unauthorized changes, zero surprises, zero human

errors)

- Zero NC identified on deliverables during process and transactional audits (quality update of tickets through Quality

Audit process should be 100%)

Availability- Minimal unplanned leaves

- Adherence to the Shift roster/timing

Productivity Individual level (Tickets / calls handled / AHT )

Microland and

Customer Policy

adherence

100% Compliance to

- Microland and Customer Policy, Procedure & Practices.

- Zero breach/violation of information security, Harassment & Policy (Microland and Customer).

- Notify the RM immediately if any such case identified

- Ensure Punctuality and professionalism

- Maintain transparency and integrity in all situations/events.

10%

Knowledge

Sharing and

Continuous

learning

Self Development

- Acquire at least 1 additional technology skillset in a year: at least 1 technology certification in a year. Source of

measurement will be Training / Certification record with Learning & Development team

- Participate actively in company provided & nominated training programs & ensure 100% successful & timely completion

of trainings

- enhance communication & meet acceptable comms score -Oral, Written communication and bridge handling skill

- Meeting the Individual Development Plan (IDP) created and work on it to closure.

- Demonstrate good Interpersonal skill and soft skills

- Take initiatives proactively work towards developments for next level or job/role.

15% 15%





Weightage

Overall Goal

Weightages

CUSTOMER

EXPERIENCE

CSAT Measure

- Minimum of 3 formal client appreciation per quarter (added advantage for 4 or more appreciation)

- 100% compliance to Process and SLA on all agreed deliverables as per the contractual targets/Goals & Objectives

- Respond to all email and other communication (internal and external) without any delays and maintain zero escalations.

- Escalate to next levels as per escalation matrix, as needed to ensure that customer needs are met without any gaps.

20%30%


OPERATIONS &

COMPLIANCE

Program KPI and

key G&Os



- Communicate and collaborate effectively across all communication channel (email, phone, chats etc.) to the cross functional

teams. Ensure zero communication gaps.



- Contribute to incident reduction (minimum 5% Q-o-Q) as per the program goals & objective - published and measured

where-ever applicable

- Actively participate in all scheduled team huddles, reviews & meetings. Ensure timely closure of assigned tasks/actions

- Proactively gaining knowledge with extended team on recurring /critical/important issues.

- Ensure that all Monitoring parameters and CIs are in place and have 100% accuracy.

- Work with L3 to achieve 100% compliance with all the technical risks in the environment and work with L3/TDU to enable

documentation in the respective risk register.

- Zero compromises by ensuring timely response to for all security alerts.

- Providing all early warning for all potential issues to respective L3/TDU and other stake holders.

- Acknowledge the potential SLA miss alerts; address the tickets on time to meet the 100% SLA and provide confirmation to

respective L3.

- 99% CMDB accuracy achievement

- Attain 100 % change closure with the relevant (5 days) SLA with proper artifacts and accuracy.

20% 55%

Microland and

Customer Policy

adherence

100% Compliance to


- Zero breach/violation of information security, Harrasment & Policy (Microland and Customer).

- Raise Security Incident immediately if any such case identified

- Ensure Punctuality and professionalism


10%

P2 Goals continued in next slide





Weightage

Overall Goal

Weightages

OPERATIONS

&

COMPLIANCE

(continued)

Knowledge

Management


- Contribute minimum of 3 KB article opportunity with the L3

- Notifying the Knowledge Contributors for addition/modification of the KB articles

25%

Service

Excellence

- Work with L3/TDU to complete the Infrastructure Assessment as per the agreed timelines

- Contribute & Participate in implementation of at least 1 customer facing visible SIP/CSI per quarter providing timely

inputs, suggestions & execution (as applicable)


errors, Change success rate 100%)



- Document minimum of 3 SOPs per quarter for all new/unique changes in the environment.

Availability- Minimal unplanned leaves

- Adherence to the Shift roster/timing

Productivity - Individual level (Tickets / calls handled / AHT )

Automation

- Identify at least one manual/repeatable tasks and reports per quarter and provide inputs to L3/TDU

- Escalate to L3/TDU team incase of any failures for the achieved automation tasks.

- Capture the Infra health check activities and work with L3/TDU to automate.

Knowledge

Sharing and

Continuous

learning Self

Development



- Participate actively in company provided & nominated training programs & ensure 100% successful & timely completion

of trainings

- Enhance communication & meet acceptable comms score -Oral, Written communication and bridge handling skill

- Meeting the Individual Development Plan (IDP) created and work on it to closure.



15% 15%


P3 (P3 IC T&M) Goal, Sub-Goals & Statements

Discuss with manager to understand your role & program specific targets & measures..

P3 (IC T&M) Goals continued in next slide


Weightage

Overall Goal

Weightages

CUSTOMER

EXPERIENCE

CSAT Measure



- Respond to all email & other communication (internal and external) without any delays and maintain zero escalations.


- Communication & visibility with customer by regular updates & have regular Governance meetings at-least fortnightly basis.

20%40%


VALUE BASED

DELIVERY

Automation

- Identify minimum two manual/repeatable tasks and reports per quarter and get them automated by support from TDU team

- Work closely with automation team to achieve automation level of 50% (or acceptable limit)

- Escalate to automation team incase of any failures for the achieved automation tasks.

10% 10%

TDU Tech COE

Initiative



- Identify/Implement at least one revenue maximization activities per quarter (HOTS/Transitions/Service Scoping etc.) by

providing proactive inputs to the TDU/supervisor.

- Complete minimum 2 Left shift opportunities (L2 to L1) per quarter.

- Audit 1 customer infrastructure per quarter based on the Infrastructure Assessment guidelines defined

- Work on the Transformation initiatives identified by TDU and complete as per the agreed timelines

- 1 Tech / Best practice session per quarter

- Driving the Central Problem Management - Focus on Incident reduction or Improving the Infrastructure stability

Productivity and

Service Excellence

- Drive & implement of at least 3 customer facing visible SIP/CSI per quarter providing timely inputs, suggestions & execution

(as applicable)

- 100% compliance to service management processes defined (zero unauthorized changes, zero surprises, zero human errors,

Change success rate 100%)

- Zero NC identified on deliverables during process and transactional audits (quality update of tickets through Quality Audit

process should be 100%)

- Contribute to at least 1 structured automation initiative resulting in 5% reduction of Overall L1 team effort per quarter


- 100% compliance to service & security management processes defined.

- 100% adherence & implementation to QMS processes defined by organization in accounts.

- Adherence to timelines for RC/CA/PA and closure of NC/Observation as per plan.

- Zero Major NC in Internal and External Audit

Standardization

- Contribute to at least 1 project/initiative per quarter which can be classified as “Value” for customer

- Customer specific induction/onboarding and infra related documents content updated every quarter and provide knowledge

to the team members.


P3 (P3 IC T&M) Goal, Sub-Goals & Statements



Weightage

Overall Goal

Weightages

OPERATIONS &

COMPLIANCE

Microland and Customer Policy

adherence

100% Compliance to


Zero breach/violation of information security, Harrasment & Policy (Microland and Customer).


- Maintain transparency and integrity in all situations/events. 15% 15%

Process & Contractual

Compliance

100% Compliance to

- Contract Compliance and SOW deliverables

- Program Specific compliance

- Information Security Policy, Procedure & Practices

Knowledge

Sharing and

Continous

learning

Self Development

- Aquire atleast 1 additional technology skillset in a year: atleast 1 technology certification in a year. Source

of measurement will be Training / Certification record with Learning & Development team

- Participate actively in company provided & nominated training programs & ensure 100% successful &

timely completion of trainings

- enhance communication & meet acceptable comms score -Oral, Written communication and bridge

handling skill

- Have a formal documented Individual Development Plan (IDP) created highlighting the development

needs pertaining to training & development and track it to closure.

- Demonstrate good Interpersonal skill and softskills


15% 15%

GROWTH &

FINANCIALSPersonal Billability - Plan versus Actual, For T&M - Individuals,Also extended to P2B in this role where they are in this role 20% 20%


P3 (P3 IC Managed Services(MS) Goal, Sub-Goals & Statements


P3 (IC MS) Goals continued in next slide


Weightage

Overall Goal

Weightages

CUSTOMER

EXPERIENCE

CSAT Measure





- Communication & visibility with customer by regular updates and have regular Governance meetings at-least fortnightly

basis.

15%25%


VALUE BASED

DELIVERY

Automation

- Identify minimum two manual/repeatable tasks & reports per quarter & get them automated by support from TDU team



15%

30%

TDU Tech COE

Initiative










Productivity and

Service Excellence

- Drive and implement of at least 3 customer facing visible SIP/CSI per quarter providing timely inputs, suggestions &

execution (as applicable)











15%

Standardization


- Customer specific induction/onboarding and infra related documents content updated every quarter and provide

knowledge to the team members.




Goal

HeaderSub Goal Sub-Goal Statements

Sub-Goal

Weightage

Overall Goal

Weightages

OPERATIO

NS &

COMPLIAN

CE

Program KPI

and key G&Os



- Communicate and collaborate effectively across all communication channel (email, phone, chats etc.) to the cross functional teams.

Ensure zero communication gaps.





- Proactively gain/contribute knowledge with extended team on recurring /critical/important issues.


- Identify all the technical risks in the environment and work with CDU and TDU to enable documentation in the respective risk register.


- Providing early warning for all potential issues to respective TDU and other stake holders.

- 99% CMDB accuracy achievement with respect to CI onboarding and offboarding and zero gaps with respect to backups for every CI.

- Attain 100 % Change and Problem ticket closure with the relevant SLA with proper artifacts and accuracy.

- Collaborate and join all customer meetings and internal meeting as applicable and provide required support.

- Take ownership of P1/Major Incidents & Escalations, ensure SLA is met with respect to restoration and quick turnaround time

- Ensure RCA's are documented as per quality standards and no escalations on RCA Quality and ensure RCA SLA is met 100%

- Ticket backlog to be very minimal and not more than 5% per month average.

- Review the Monitoring threshold values & fine-tune as per customer requirements bi-annual.

20%

30%

Knowledge

Management


- Contribute minimum of 10 KB articles per quarter based on the inputs provided from L1 and L2 teams

- Review all the KB articles and keep them updated on a quarterly basis

Availability- Ensure Punctuality and professionalism

- Minimal unplanned leaves.

Microland and

Customer

Policy

adherence

100% Compliance to




- Maintain transparency and integrity in all situations/events. 10%

Process &

Contractual

Compliance

100% Compliance to




P3 (IC MS) Goals continued in next slide





Weightage

Overall Goal

Weightages

KNOWLEDGE

SHARING &

CONTINUOUS

LEARNING

Self

Development

- Aquire atleast 1 additional technology skillset in a year: atleast 1 technology certification in a year. Source of measurement

will be Training / Certification record with Learning & Development team

- Participate actively in company provided & nominated training programs & ensure 100% successful & timely completion of

trainings


- Have a formal documented Individual Development Plan (IDP) created highlighting the development needs pertaining to

training & development and track it to closure.

- Demonstrate good Interpersonal skill and softskills


15% 15%


P3 (Non IC) Goal, Sub-Goals & Statements


P3 (Non IC) Goals continued in next slide


Weightage

Overall Goal

Weightages

CUSTOMER

EXPERIENCE

CSAT Measure





- Communication & visibility with customer by regular updates and have regular Governance meetings at-least fortnightly

basis.

10%20%


VALUE BASED

DELIVERY

Automation

- Identify minimum two manual/repeatable tasks & reports per quarter & get them automated by support from TDU team



5%

15%

TDU Tech COE

Initiative










Productivity and

Service Excellence

- Drive and implement of at least 3 customer facing visible SIP/CSI per quarter providing timely inputs, suggestions &

execution (as applicable)











10%

Standardization


- Customer specific induction/onboarding and infra related documents content updated every quarter and provide

knowledge to the team members.




Goal

HeaderSub Goal Sub-Goal Statements

Sub-Goal

Weightage

Overall Goal

Weightages

OPERATI

ONS &

COMPLI

ANCE

Program KPI and

key G&Os



- Communicate and collaborate effectively across all communication channel (email, phone, chats etc.) to the cross functional teams.

Ensure zero communication gaps.







- Identify all the technical risks in the environment and work with CDU and TDU to enable documentation in the respective risk register.


- Providing early warning for all potential issues to respective TDU and other stake holders.

- 99% CMDB accuracy achievement with respect to CI onboarding and offboarding and zero gaps with respect to backups for every CI.

- Attain 100 % Change and Problem ticket closure with the relevant SLA with proper artifacts and accuracy.


- Take ownership of P1/Major Incidents & Escalations, ensure SLA is met with respect to restoration and quick turnaround time

- Ensure RCA's are documented as per quality standards and no escalations on RCA Quality and ensure RCA SLA is met 100%


- Review the Monitoring threshold values & fine-tune as per customer requirements bi-annual.

20%

30%

Knowledge

Management


- Contribute minimum of 10 KB articles per quarter based on the inputs provided from L1 and L2 teams

- Review all the KB articles and keep them updated on a quarterly basis

Availability- Ensure Punctuality and professionalism

- Minimal unplanned leaves.

Microland and

Customer Policy

adherence

100% Compliance to




- Maintain transparency and integrity in all situations/events. 10%

Process &

Contractual

Compliance

100% Compliance to




P3 (Non IC) Goals continued in next slide





Weightage

Overall Goal

Weightages

KNOWLEDGE

SHARING &

CONTINUOUS

LEARNING

Retention

Measure

(Non-IC Role)

- Achievement of retention goals of > 85% annualised

- Succession planning across the function/team to reduce single point failure and dependency

- Work on the Rewards and Recognition

- Identify need to Cross Skill and ensure cross skilling of teams

10%

35%

Team

Mobility &

Development

(NON-IC

Role)

- Establish and improve competency baseline through TNI for all employees

- Internal promotion / progression - atleast 50% of the position (P2 & above) filled internally for positions which become

open

- Internal movement and growth - atleast 10% of the team members released for other program / new opportunities (If

Applicable)

- 100% compliance to resource onboarding process including OJT & Forward Planning

- Formal feedback to all resource on a quarterly basis

- Have a formal documented Individual Development Plan (IDP) for every team member highlighting the development needs

pertaining to training & development and track it to closure.

- Contribute towards achieving or sustaining the organization wide ESAT score of 80.

10%

Self

Development



- Participate actively in company provided & nominated training programs & ensure 100% successful & timely completion of

trainings


- Have a formal documented Individual Development Plan (IDP) created highlighting the development needs pertaining to

training & development and track it to closure.



15%


P4 (CDU IC (T&M) Goal, Sub-Goals & Statements



WeightageOverall Goal Weightages

GROWTH & FINANCIALS

Personal Billability - Plan versus Actual 20% 20%

CUSTOMER EXPERIENCE

CSAT Measure- Responsible for ensuring teams to meet their goals. - Minimum of 6 formal team appreciation from Client per quarter - 100% compliance to Process and SLA on all agreed deliverables as per the contractual targets/Goals & Objectivesensure that customer needs are met without any gaps.- Communication & visibility with customer by regular updates and have regular Governance meetings at-least monthly basis

20%

50%Value Based Delivery 10%

Issue / Escalation 20%

OPERATIONS & COMPLIANCE

Microland and Customer Policy adherence

100% Compliance to - Microland and Customer Policy, Procedure & Practices.

Zero breach/violation of information security, Harrasment & Policy (Microland and Customer).- Raise Security Incident immediately if any such case identified- Maintain transparency and integrity in all situations/events.

10% 10%

LEARNING AGILITY Self Development

- Aquire atleast 1 additional technology skillset in a year: atleast 1 technology certification in a year. Source of measurement will be Training / Certification record with Learning & Development team- Participate actively in company provided & nominated training programs & ensure 100% successful & timely completion of trainings- enhance communication & meet acceptable comms score -Oral, Written communication and bridge handling skill- Have a formal documented Individual Development Plan (IDP) created highlighting the development needs pertaining to training & development and track it to closure. - Demonstrate good Interpersonal skill and softskills- Take initiatives proactively work towards developments for next level or job/role.

15%

20%

PEOPLEInterview Panel Participation

Average of 6 Interviews / Month in the cycle for Identified Panel Members (excluding interviews as Hiring Manager for own reportees)

5%


P4 (CDU IC) Goal, Sub-Goals & Statements



WeightageOverall Goal Weightages

GROWTH & FINANCIALS

Program and Net Margin (EE +EN +NN on Bid vs Did)

- Achieve the departmental program margin targets by ensuring appropriate cost optimization measures. - Work with CDU/TDU to avoid revenue leakage and provide technical inputs to close gaps.- Drive the Pyramid rationalization and get 80% of the deliverables handled by L1 and L2 teams

20% 20%

CUSTOMER EXPERIENCE

CSAT Measure - Responsible for ensuring teams to meet their goals. - Minimum of 6 formal team appreciation from Client per quarter - 100% compliance to Process and SLA on all agreed deliverables as per the contractual targets/Goals & Objectivesensure that customer needs are met without any gaps.- Communication & visibility with customer by regular updates and have regular Governance meetings at-least monthly basis

10%

30%Value Based Delivery 10%

Issue / Escalation 10%

OPERATIONS & COMPLIANCE

Program KPI and key G&Os

- Achievement of SLAs / KPIs as per the program goals & objectives - All green status - Communicate and collaborate effectively across all communication channel (email, phone, chats etc.) to the cross functional teams. Ensure zero

communication gaps.- 100% compliance to process - Contribute to 95% productivity level and ensure zero concerns from operations

- Ensure proactive approach to delivery to meet all the customer commitments/deliverables.- Actively conduct and participate scheduled team huddles, reviews & meetings. Ensure timely closure of assigned tasks/actions

- Proactively gain/contribute knowledge with extended team on recurring /critical/important issues.- Identify, own all the technical risks in the environment & work with CDU & TDU to enable documentation in risk register till closure.- Zero compromises by ensuring timely response to for all security alerts.- Providing early warning for all potential issues to respective CDU and TDU.- 99% CMDB accuracy achievement with respect to CI onboarding and offboarding and zero gaps with respect to backups for every CI.- Make sure to achieve 100 % Change effectiveness/timeliness- Collaborate and join all customer meetings and internal meeting as applicable and provide required support.- Ensure ownership of P1/Major Incidents & Escalations, ensure SLA is met with respect to restoration and quick turnaround time- Ensure RCAs are documented as per quality standards and no escalations on RCA Quality and ensure RCA SLA is met 100%- Ticket backlog to be very minimal and not more than 5% per month average.

- Automations and NextGen Innovations in the managed Services

10%

40%

Service Excellence 10%

Microland and Customer Policy adherence

10%

OEI AAAutomation AA

Productivity 10%

LEARNING AGILITY

Self Development

- Acquire atleast 1 additional technology skillset in a year: atleast 1 technology certification in a year. Source of measurement will be Training / Certification record with Learning & Development team- Participate actively in company provided & nominated training programs & ensure 100% successful & timely completion of trainings

- enhance communication & meet acceptable comms score -Oral, Written communication and bridge handling skill- Have a formal documented Individual Development Plan (IDP) created highlighting the development needs pertaining to training & development and track it to closure. - Take initiatives proactively work towards developments for next level or job/role.

10% 10%

PEOPLEInterview Panel Participation

Average of 6 Interviews / Month in the cycle for Identified Panel Members (excluding interviews as Hiring Manager for own reportees)


P4 (CDU Delivery Manager (Aligned to Program Director)) Goal, Sub-Goals & Statements



Weightage

Overall Goal

Weightages

GROWTH &

FINANCIALS

Program and Net Margin (EE

+EN +NN on Bid vs Did)

- Achieve the departmental program margin targets by ensuring appropriate cost optimization measures.

- Work with CDU/TDU to avoid revenue leakage and provide technical inputs to close gaps.

- Drive the Pyramid rationalization and get 80% of the deliverables handled by L1 and L2 teams25%

45%Revenue Goals (EE +EN +NN

on Bid vs Did)

- Achieve the departmental EE+EN+ NN targets by ensuring appropriate revenue optimization and maximization measures.

- Work with TDU to identify project opportunities to generate more revenue

- Any deviation from the standard deliverables to get an amendment done in the SOW (keep the OLA document always

updated)

- Own the new proposals and the sizing from the deliverability point of view.

20%

CUSTOMER

EXPERIENCE

CSAT Measure - Responsible for ensuring teams to meet their goals.

- Minimum of 6 formal team appreciation from Client per quarter


ensure that customer needs are met without any gaps.

- Communication & visibility with customer by regular updates and have regular Governance meetings at-least monthly

basis

20% 20%

Value Based Delivery

Issue / Escalation

OPERATIONS &

COMPLIANCE

Program KPI and key G&Os - Achievement of SLAs / KPIs as per the program goals & objectives - All green status

- Communicate and collaborate effectively across all communication channel (email, phone, chats etc.) to the cross

functional teams. Ensure zero communication gaps.




- Actively conduct and participate scheduled team huddles, reviews & meetings. Ensure timely closure of assigned

tasks/actions


- Identify and own all the technical risks in the environment and work with CDU and TDU to enable documentation in the

respective risk register till closure.


- Providing early warning for all potential issues to respective CDU and TDU.

- 99% CMDB accuracy achievement with respect to CI onboarding and offboarding and zero gaps with respect to backups

for every CI.

- Make sure to achieve 100 % Change effectiveness/timeliness


- Ensure ownership of P1/Major Incidents & Escalations, ensure SLA is met with respect to restoration and quick turnaround

time

- Ensure RCA's are documented as per quality standards and no escalations on RCA Quality and ensure RCA SLA is met

100%


- Automations and NextGen Innovations in the managed Services

20% 20%

Service Excellence

Microland and Customer

Policy adherence

OEI

Automation

Productivity

P4 (CDU Delivery Manager) Goals continued in next slide


P4 (CDU Delivery Manager (Aligned to Program Director)) Goal, Sub-Goals & Statements


Goal Header Sub Goal Sub-Goal Statements

Sub-Goal

Weightag

e

Overall

Goal

Weighta

ges

LEARNING

AGILITYSelf Development

- Acquire atleast 1 additional technology skillset in a year: atleast 1 technology certification in a year. Source of


- Participate actively in company provided & nominated training programs & ensure 100% successful & timely

completion of trainings


- Have a formal documented Individual Development Plan (IDP) created highlighting the development needs pertaining

to training & development and track it to closure.



5% 5%

PEOPLE

Retention Measure,

Retention Council

- Achievement of retention goals of > 85% annualised




Team Mobility &

Development

- Establish and improve competency baseline through TNI for all employees

- Internal promotion / progression - atleast 50% of the position (P2 & above) filled internally for positions which become

open

- Internal movement and growth - atleast 10% of the team members released for other program / new opportunities (If

Applicable)


- Formal feedback to all resource on a quarterly basis

- Have a formal documented Individual Development Plan (IDP) for every team member highlighting the development

needs pertaining to training & development and track it to closure.

- Contribute towards achieving or sustaining the organization wide ESAT score of 80.

Interview Panel

Participation

Average of 6 Interviews / Month in the cycle for Identified Panel Members (excluding interviews as Hiring Manager for

own reportees)

CUSTOM MBO 10% 10%


P4 (TDU) Goal, Sub-Goals & Statements


Goal Header Sub-Goal Sub-Goal StatementsOverall Goal

Weightages

GROWTH &

FINANCIALS

Program and Net

Margin

- Achieve the cost of delivery of EE and meet the margin targets (sold Margin vs Delivered Margin) by ensuring appropriate cost

optimization measures.

- Work with CDU/TDU to avoid revenue leakage and provide technical inputs to close gaps.

- Meet the EN margin targets (sold Margin vs Delivered Margin)

10%

Revenue Goals - Work with CDU to identify project opportunities to generate more revenue

- Review the new proposals and the sizing from the deliverability point of view to meet the sizing guidelines and % Margin.

- Meet the EN Growth (TBD)% Target

Personal Billability (IC

Role)

-Plan versus Actual, For T&M - Individuals

CUSTOMER

EXPERIENCE

Value Based Delivery- Responsible for ensuring teams to meet their goals.

- Minimum of 6 formal team appreciation from Client per quarter uploaded on the Microlander

- Communication & visibility with customer by regular updates and have regular Governance meetings at-least fortnightly basis. 15%

Issue / Escalation- Track technical/customer escalated issues (Number of Escalations) and actions effectively and drive to closure, provide early warning to

CDU/TDU to avoid escalations

OPERATIONS &

COMPLIANCE

Program KPI and key

G&Os

- Ensure the Tech standardized index scores are improved Month on Month to meet the program/department targets.


- Identify and own all the technical risks in the environment and work with CDU and TDU to enable documentation in the respective risk

register till closure.


- Providing early warning for all potential issues to respective CDU and TDU.

- Make sure the participation during the Major/critical incident bridge

- Ensure RCA's are documented as per quality standards and no escalations on RCA Quality

- Ticket backlog to be very minimal

30%Microland and

Customer Policy

adherence

100% Compliance to


Zero breach/violation of information security, Harassment & Policy (Microland and Customer).



Automation- Work with the technical team and capture the possbile tasks which can be automated with the help of Automation team.

- Measure the resource optimization achieved by Automation.

Productivity - Formal feedback to all resource on a quarterly basis

- Ensure team is motivated on a regular basis, team concerns are addressed, on timely basis.

- Monitor individual performance and identify low productivity points and take appropriate actions to maximize performance

P4 (TDU) Goals continued in next slide


P4 (TDU) Goal, Sub-Goals & Statements


P4 (TDU) Goals continued in next slide

Goal Header Sub-Goal Sub-Goal StatementsOverall Goal

Weightages


- Aquire atleast 1 additional technology skillset/certification in a year

- Participate actively in company provided & nominated training programs & ensure 100% successful & timely

completion of trainings


10%

PEOPLE

Retention Measure

- Achievement of agreed retention goals




20%Team Mobility &

Development

- Internal promotion / progression - Focus on enabling resources to takeover new/next positions


- Have a formal documented Individual Development Plan (IDP) for every team member

- Contribute towards achieving or sustaining the organization wide ESAT 80 score

Interview Panel

Participation

- Average of 6 Interviews / Month in the cycle for Identified Panel Members (excluding interviews as Hiring Manager

for own reportees)

Custom MBO

Custom MBO -

TechCOE

- Contribute & Drive to incident reduction as per the program goals & objective

- Identify/Implement at least two revenue maximization activities

- Complete/Drive minimum 3 Left shift opportunities (L3 to L2, L2 to L1)

- Work on the Transformation initiatives identified

- Driving the Central Problem Management - Focus on 10% Incident reduction annually or Improving the

Infrastructure stability


- Drive Knowledge Management culture 15%

Custom MBO -

Delivery Readiness

- Perform the delviery readiness, once the new proposal reaches > 60% on the SFDC

- Provide resources for the transition to onboard the new customer seamlessly

- Create Indents/SO's for the opportunity reaching > 60% on the SFDC

- Own the approved solution and sizing till it is handed over to CDU

Custom MBO - DPD

- Timelines Achievement(%)

- Process Maturity compliance(%)

- Plan & Milestone Accomplishment(%)

- % of planned vs Actual outcomes


Delivery Roles

Sub-Goal Statement Examples


Sub-Goal Statement (Examples) Below are the Sub-Goal statement and measurement examples that you may refer to build your SMART Goals

Goal Sub-Goals Sub-Goal Statements Measurement criteria


At least 1 technology certification in a year. Source of measurement

will be Training / Certification record with Learning & Development

team

Tracked and validated in Microlander

Self DevelopmentEnhance communication & meet acceptable comms score -Oral,

Written communication and bridge handling skillBaselining by voice coach

Self Development

Gain knowledge on 1 emerging technology. Source of measurement

will be Training / Certification record with Learning & Development

team

Tracked and validated in Microlander

Self Development

Have a formal documented Individual Development Plan (IDP)

created highlighting the development needs pertaining to training &

development and track it to closure

To be prepared in discussion with manager

Self DevelopmentParticipate actively in company provided & nominated training

programs & ensure successful & timely completion of trainings


GROWTH &

FINANCIALSRevenue Goals Billability / revenue realization T&M resources billability, Monthly billing

Revenue Goals Renewal of Contract / Billability - ensure renewal of self-billability

and team billability is happening & no revenue leakage Contract renewal

Revenue Goals Time Sheet Management - Time Sheet Submission on time and as

per the design of the program /unit

No escalations from customer due to delay in

timesheet submission




CUSTOMER

EXPERIENCECSAT Measure - CSAT Score - 80% response > Program Target CSAT response rate

CSAT Measure> = 1 formal client appreciation to & beyond SDM per quarter for

deliverables associated with the teamTicket documentation & NC & Audit tracker

compliance

CSAT Measure 100% compliance to CSAT process CSAT score (where applicable)

CSAT Measure100% compliance with review and governance process (Internal &

External Governance)NC & Audit tracker

CSAT Measure Compliance to induction process for all resources Training completion and assessment for resources

CSAT MeasureCompliance to Process and SLA on all agreed deliverables as per

the contractual targets/Goals & ObjectivesNC & Audit tracker

CSAT Measure Customer specific induction content updated at all times Document updating & version control - Quarterly

CSAT MeasureFormal individual customer/stakeholder/end-user appreciation per

month

email comm from customer ,

validated and published in SmartOps

CSAT Measure Identification and execution of 3 customer facing SIP's per quarter Based on entries tracked in Smartops

CSAT MeasureResponse Rate - 80% response out of the overall CSAT published

NC Audit compliance

individual SLA compliance for the year

CSAT Measure Transactional CSAT scores - from end-users Response Rate %

Issue / Escalation Number of formal client complaints / escalation 0 per year Based on entries tracked in Smartops

Issue / EscalationNumber of formal client complaints / escalation <= 1 per half year

to and beyond SDM

Based on entries tracked in Smartops

Value Based DeliveryContribute to at least 1 project/initiative which can be classified as

“Value” for customer – AutomationBased on entries tracked in Smartops

Value Based Delivery- Take ownership on documentation of the project/initiative in a

manner which can demonstrate discrete value to customer Quality on Documentation




OPERATIONS &

COMPLIANCEMicroland and Customer Policy adherence Microland and Customer Policy, Procedure & Practices.

Microland and Customer Policy adherence Raise Security Incident immediately if any such case identified

Microland and Customer Policy adherence Zero breach/violation of information security, Harrasment & Policy

(Microland and Customer).

Productivity & Service ExcellenceAtleast 1 structured automation initiative for process improvement per

quarter -Suggested and documented for outcome / benefits

SIP - tracked and

validated in SmartOps

Productivity & Service Excellence100% adherence & implementation to QMS processess defined by

organization in accountsNC & Audit tracker

Productivity & Service Excellence 100% compliance to service & security management processes defined.

Productivity & Service ExcellenceAdherence to timilines for RC/CA/PA and closure of NC/Observation as per

plan.NC & Audit tracker

Productivity & Service Excellence Atleast contribute to 1 Common program level SIP per quarter SIP - tracked and


Productivity & Service ExcellenceContribute & participate atleast 3 SIP per quarter by providing timely inputs,

suggestions & execution

SIP - tracked and


Productivity & Service Excellence Zero NC identified on deliverables during process and transactional audits NC & Audit tracker

<Operations & Compliance continued in next slide>




Program KPI and key G&Os Achievement of SLAs / KPIs as per the program goals & objectives - All green statusMeeting defined SLAs at an

individual level

OPERATIONS &

COMPLIANCE Program KPI and key G&Os Contributions outside the responsibilities (value-adds in discussion with Manager)Tracked by reporting manager

- TBD

Program KPI and key G&Os Creation and Updation of SOPs

Program KPI and key G&OsDocumentation of issues resolved with detailed analysis/observations in ticketing

system

Ticket documentation & Audit

compliance

Program KPI and key G&Os Effective vendor co-ordinationZero escalations/misses due

to misses in handling vendors

Program KPI and key G&Os Ensure proper hand over & updates are provided enabling effective service deliveryNo escalations due to

improper shift handover

Program KPI and key G&Os Ensure proper ticket management as per defined guidelines. NC & Audit tracker

Program KPI and key G&Os Issue Tracker/ Score card maintenance with minimal errors (where maintained) NC & Audit tracker

Program KPI and key G&Os Knowledge sharing within the team SOP updates

Program KPI and key G&Os Target 100% Process compliance Audit compliance

Service ExcellenceAdherence to various audit criteria - Audit Compliance score of 100% compliance to

service management processes definedNC & Audit tracker

Service ExcellenceCompliance to Process and SLA on all agreed deliverables as per the contractual

targets/Goals & Objectives

Service ExcellenceContribute & participate atleast 1 SIP per quarter by providing timely inputs,

suggestions & execution

SIP - tracked and validated in

SmartOps

Service Excellence Correct Categorization & Prioritization

Service Excellence Handling Proactive/reactive Alerts

Service Excellence Handling tickets, Bridge calls where required, customer email

Service Excellence Incident information sharing with team members

Service Excellence Participate in bridges and conference calls

Service Excellence Probing and information collection

Service Excellence Service Request management as per the agreed SOP's and SLA's

Service Excellence Timely Call Back (as per the prescribed process)

Service Excellence Zero NC identified on deliverables during process and transactional audits




PEOPLERetention Measure Achievement of retention goals of > 80% annualised Retention % achieved

Retention MeasureSuccession planning across the function/team to reduce single point failure and dependency

Succession planning for individuals - completed

Team Mobility & Development Atleast 1 Structured Training Session for the team every quarter List of trainings conducted

Team Mobility & Development Development of 10% of Sr. Admin as TS Progression List of Sr. Admin

Team Mobility & Development Formal mentoring and coaching of all freshers

Team Mobility & Development Skill Index evaluation of all employees half yearlyEvaluation completion and recorded in the system (what systm?)

Team Mobility & Development Certification level enhancement in line with plan Certifications completed - met %

Team Mobility & Development Contribute towards achieving or sustaining the organization wide MiVoice score at 70.

MiVoice score results

Team Mobility & Development Have a formal documented Individual Development Plan (IDP) for every team member highlighting the Development needs pertaining to training & Development and track it to closure.

To be prepared in discussion with manager

Team Mobility & Development People Movement enablement


Contact

• For any clarifications on the process >> Reach out to your respective BUHR

• Any system issues, raise Ask ML ticket under category ‘Performance Management’

• For any other support, you may write to < [email protected] >

47

Documents

Forward Planning FY 21-22