Holisticframworkforsoftwaredevelopmentandproductivityimprovment 141121002518-conversion-gate02

Dr. Patanjali Kashyap

Angela Ruohan Wang

A holistic intelligence framework for performance management in

knowledge-based industry

Agenda

Introduction to the framework

Theoretical development

Implementation:

Demo

Challenges and future work

Learnings

Traditional Performance Management

Solution Done

Hours workedProductivity =

S.No.Team Member

Name

Service

DomainSupport Area

Hours

spent in

the

activity

for the

month

Number

handled

per

month

Average

Number

handled

per hour

Standard

Monthly

Hours

Average

Number

handled

per

month

1 ** Technical Support / Service DeskIncident Management194.48 26 0.13 187 25.00

2 Technical Support / Service DeskIncident Management199.36 138 0.69 187 129.44


4 Technical Support / Service DeskIncident Management 184 156 0.85 187 158.54


6 Technical Support / Service DeskIncident Management 0 87 #DIV/0! 187 #DIV/0!













Performing in the Knowledge-based industry

Traditional industry

Machine power

Tangible assets

Knowledge-based industry

“Brain power”

Intellectual assets

Brains ≠ MachinesKnowledge

Emotions

Value system

Social relationship

s

Intellectual creation

Aspirations

Rational reasoning

Holistic framework

Emotional intelligence

Social intelligence

Moralintelligence

Spiritual intelligence

Alignment of organization vision with personal aspirations

Employee: personal growth, satisfaction, motivation

Corporate: Improve performance, competitive advantage

Smarter Organizations

Theoretical development Methodology

Business NeedsScientific basis of each intelligence

Key performance Parameters

Psychometric measurement

Integration and personalized improvement plan

What competencies to seek for?

Intellectual

assets

Bottom-up innovation, teamwork, open

knowledge sharing, adaptability to

changes, customer focus, spirituality

Motivation, integrity, collaboration, creativity,

flexibility, holistic thinking

Emotional, Social, Moral and Spiritual Intelligence

Self awareness, emotional control, confidence, empathy, conscience, tolerance, inner drive,

etc.

create

form

enable

Organizational objective

Individual competenc

e

Individual characteristics

Corporate climate

Motivation Integrity Collaboration Creativity Flexibility Holistic Thinking

Emotional

Competen

cies

Confidence, Emotional

awareness, Emotional

management , Sustain

motivation, endurance,

drive for achievement

Emotion and

Impulse control,

confidence in one’s

values and

principles

Healthy self-regard,

Optimism, Impulse

control

Optimism,

emotional

management,

confidence

Stress management,

Emotion and Impulse

control, Stable self

esteem

Emotional awareness

Social

Competen

cies

Motivating/ managing

others’ emotions

Empathy,

Understand

complex social

relationships

Empathy, Situational

radar, Resolve conflicts,

Change catalyst,

Moving others towards

oneself, Responsiveness,

Authenticity, sincerity

Self-expression,

Influencing

others

Building bonds,

effective

communication,

Situational radar,

resolve conflicts

Empathy, Situational

radar

Moral

Competen

cies

Responsibility, self-control Moral judgment,

Stand up against

injustice, Keep

promises

Respect, Tolerance Social

responsibility

Tolerance Social responsibility,

apply universal principles

to personal actions

Spiritual

Competen

cies

Self-understanding, Access

to deep values and will,

inner harmony, purpose

seeking

Intrinsic drive to

serve and give,

Access of deep

values of self,

Meaning seeking

and led by vision

Embrace diversity, love

and unity with people

Spontaneity and

energy, Seeking

truth and curious,

Flexibility of

perspectives

Time-management,

Flexibility of

perspectives

Seeing the fundamental

and essence, love and

unity with

nature/universe

Neurological understanding of each intelligence

Identifying competencies in brain:

• Active areas: brain imaging such as fMRI, PETs

• Brain waves: EEG

• Lesion behavior studies

• Structural connectivity patterns

Emotional Intelligence

“The capacity for recognizing our own feelings and those of others, for motivating ourselves, and for managing emotions well in ourselves and in our relationships.”

Dan Goleman (1995)Emotional Intelligence

How does emotions work? Why does it matter?

Dorsolateral

prefrontal cortex: Formulate plans &

strategiesControl behavior to execute

computational product

Stimulus

Amygdala

Thalamus

Emotionalresponse

Hippo-campus

Reasoning output

AssociativeLinear

Fast, Irrational

Neurological basis

Parallel systems & functions

Integration of emo/ info processing

High and low load of response

Aware of emotions & its responses

Use the awareness to motivate

Understand how E affects decision and behaviors

Fully utilize brain associative and logical capacity

Stress and change handling

EI qualitiesOrganizational

benefits

Innovation

Effectiveness

Teamwork

Adaptability to change

Reference from acknowledged EQ measurement tools & classifications

Bar-On’s EQ-i® and EQ-360™

Goleman and Boyatzis’ ECI 360

Mayer, Salovey, and Caruso’s MSCEIT™

Orioli and Cooper’s EQ Map®

CROSS-REFERENCE MATRIX:

For cross referencing different competencies described in the 4 measures of EQ

Context-dependent

Key Emotional Intelligence performance indicators

Emotional self awareness

Aware of the emotion being experienced

Understand how the emotion is linked to one’s thoughts and behaviors

Understand how the emotion is related to one’s values and goals

Insight of what and how environmental factor has triggered the emotion

Managing emotions in self

Impulse control

Controlling negative emotions: distress, jealousy, etc.

Intentionally eliciting and sustaining feelings when needed

Mental adaptability to changes

Stress management

Optimism

Context-independent

Healthy self attitude Motivation

• Need for achievement

• Drive for self improvement

• Sustain motivation/ endurance

• Context factors: commitment/interest for this particular project/team/field/

• Confidence in self values and principles

• Trust in self abilities and judgment in general/ particular project/field/position

• Self regard: not inferior/superior to others

• Stability of self esteem

15

Social Intelligence

To “effectively navigate and negotiate complex social relationships and environments”

-- Ross Honeywill

16

Understanding Social Intelligence

Neurology

3 neuro subsystems of social intelligence :

An integrated cortical subsystem: relies on long-term memory to make complex social judgments

A frontal-dominant subsystem: organizes and generates social behaviors

A limbic dominant subsystem : rapidly produces emotional responses to events.

(Taylor & Cade 1989)

Existing research

Sensitive to context (Sternberg 1985, 1988)

Social competence prototype (Sternberg et al. 1981, Kosmitzki & John 1993)

Distinction between intrapersonal vs. interpersonal (Gardner 1983)

Judgment of personality (Vernon 1933)

Cognitive:

Social concept (Cantor & Kihlstrom 1987)

Social Knowledge (Cantor et al. 1987, 1998)

Social Maturity Scale (Vineland 1947)

…

Key Moral Intelligence performance indicators

Empathy

Interest in others’ concerns and feelings

Understand other’s feelings, concerns and perspectives

Able to reconcile conflicting opinions incorporating other’s needs and feelings

Effective communication

Assertiveness

Provision of feedback

Authenticity, sincerity

Express own feelings

Show sympathy

Good listening skills

Situational radar Influencing others

• Interest in others’ concerns and feelings

• Understand other’s feelings, concerns and perspectives

• Able to reconcile conflicting opinions incorporating other’s needs and feelings

• knowledge of rules and norms in human relations

• Self positioning and understanding (general and in specific situation)

• Judge other’s personality

• Understand complex social relationships

• Devise strategies that are most likely to be successful in the current social situation

Self Control Treating Others

Moral intelligence

to determine how to apply universal moral to our personal values, goals and actions

to act on our moral principles

19

Understanding Moral Intelligence: neuroethics

Moral reasoning involves

widespread brain systems

VM (ventromedial) cortex study

VM patients:

moral judgments

× Moral behavior (Neuroethics, 2006 )

moral judgments and moral behavior separate

hard to measure behavior through self report

Role in CreativityEmotional systemCognitive corticesNeurochemical distribution patterns

(Damasio 1995, Churchland 2006, sowell et al. 2003)

Novel idea

Appropriateness Implementation


Integrity

Act consistently with universal principles, values, and beliefs

Tell the truth

Stand up against injustice, corruption, etc.

Keep promises

Respect

Respect and take interest in others’ feelings, work, culture and welfare

Treat others courteously

Not harm others

Treat others fairly

ResponsibilityTolerance

• Handle constructive criticism well

• Tolerate disagreeing opinions

• Tolerate different abilities and personalities

• Forgive others’ mistakes

• Committed to carry out assigned work

• Take responsibility for results of decisions and conducts, esp. mistakes

• Embrace responsibility for the welfare of the team/organization

• Social responsibility

Self Control Treating Others

Spiritual intelligence

To access the deepest self, meaning, values, intrinsic energy --Integration of self

Love and unity with environment

22

Understanding Spiritual Intelligence: neurology Unity and binding of neurons

Synchronized brain electromagnetic waves(Singer & Gray, 1995)

EEG studies: change in brain waves during meditation

“God Spot”

PET studies: active during spiritual discussions (Ramachandran & Blakeslee ,1998)


Love and unity with people

Love and unity with nature/universe

Intrinsic drive to serve and give

Empathy

Competitiveness

Access of deep values and will of self

Holistic understanding/evaluation of self’s tendencies, abilities and position in relation with the world

Purpose seeking and vision-led

Inner harmony of will and reality

Spontaneity and energy

Optimism

• Seeking truth and curious

• Seeing the fundamental and essence

• Flexibility of perspectives

• Time management

Integration of Knowledge Love and UnityIntegration of self

Marslow’s hierarchy of needs

Employee fulfillment

Social Intelligence

Moral Intelligence

Spiritual Intelligence

Emotional Intelligence

Creativity, uniqueness,

capable, aware,

ideal self, discover meaning of life

Self-esteem, achievement, respect of others, respect by

others

To love others, love oneself, be loved, trust others and be trusted, belonging to

the team & organization

Emotional stability, moral environment, security of employment, financial security

survivePhysiological

Self actualization

Esteem

Love/Belonging

Safety

Internal Processes

Financial

Customer

Employee Learning

and Growth

Holistic framework

Software implementation

Learn the technology

Requirement and design documents

Implement

Testing

Technical framework

presentationBusiness

Logic

Data Access Layer

Data

Storage

Challenges & Future WorkFactors undermining questionnaire resultsSelf awareness – part of EQ

Self regard – part of EQ

Honesty – part of MQ

Cognitive biases: attribution and self-serving bias

Multi-rater assessments

Actual behavioral assessments: recognize and award good moral/social behavior

Include situational analysis questions

Little or no correlation with compensation: learning and growth/ performance improvement purposes

Challenges & Future work Some of the EI, SI and MI constructs are a mix with personality traits

Focus on necessary skills for now

Incorporate personality typing in the training

Different career/ occupation emphasize different competencies

add specialized parameters for specific careers assignment of tasks, hiring career planning

0

20

40

60

self

awareness

Empathy

Situational

radar

Effective

communica…

Influencing

others

emotional

self… help desk

employee1

Challenges & Future Work

Associate training plans

Assessment

• Understanding strength and weakness of self and others

• Orientation workshop on EI, MI, SoI, SpI

• Discussion and sharing within the team

Goal alignment

• Introspection: align actual self with ideal self and team goals

• Team discussion on shared values and goal alignment

• Input to tracking system

Action plan

• Suggestion of new behavior

• Recording action plans

• Sharing on forum

implementation

• Pairing up to practice new behavior

• Finding and building coaching relationships

• Tracking progress

Thank You

Presentations & Public Speaking

Holisticframworkforsoftwaredevelopmentandproductivityimprovment 141121002518-conversion-gate02