Forward Planning FY 21-22 - Amazon Web Services
Forward Planning FY 21-22 Forward Planning (Goals) Mid-year Check-In Annual Performance Review Guide 2021 MICROLAND LIMITED
Forward Planning Our Performance Philosophy Forward Planning (Goal Setting) – Driving high Performance SMART Goals How to define Goals Goal Library As an Employee As a Manager Timelines System Navigation Goal Guide for Delivery P1-P4 Roles with Sub-Goal Statements & measurement examples 2021 MICROLAND LIMITED 2
Our Performance Philosophy Performance management @ Microland aims to enable high performance and development of every Microlander through an integrated & simplified talent management process. Building transparent process with clear expectations, evaluation metrices and measures in alignment with Organizational goals & priorities May - Jun Rewards March-April Annual Talent Review Performance review & Rating Potential Review Promotion & Progression Variable payout Compensation decisions Q1 Q4 Driving high performance through continuous evaluation and development Staying invested in Microlanders and building the leaders of Microland 2021 MICROLAND LIMITED Continuous Feedback Forward Planning May-June SMART Goals Variable pay Plan Role & its targets Q2 Q3 Continuous Feedback Mid-Year Check-In Discuss progress against Goals Potential Evaluation launch Oct’20 October 3
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 2021 MICROLAND LIMITED Development Continuous Feedback Review 4
Forward Planning (Goal Setting) – Purpose Goal setting is the most critical process for fostering an environment that encourages accountability. 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. MEASURE PROGRESS DEVELOPMENT OPPORTUNITIES BRINGS FOCUS & ACTION PLANNING CLARITY & DIRECTION PRIDE IN ACHIEVEMENT of GOALS SMART GOALS 2021 MICROLAND LIMITED 5
SMART Goals 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. The goals are focused and identify a tangible outcome. Answers what to achieve Without the specifics, goals may be too vague to achieve. 2021 MICROLAND LIMITED 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, resultsoriented 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 SMART Goals should be CHALLENGING yet ACHIEVABLE 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. 6
How to define Goals Goal Setting for each employee should include the below Organization Priorities Function & Role Department / Project Goal Title Sub - Goal Title 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 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 Sub-Goal Statement 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 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 Role (Variable Pay Plan for P3 ) 2021 MICROLAND LIMITED 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 Goal Title & Weightages should be aligned to the variable pay plan role of the employees. Discuss with RM to know your role & its targets 7
SMART Goal Example Sample Goals (* % Weightages mentioned here are for reference only) Role Goal Title P3 Non IC (Delivery) Sub Goal CSAT Measure CUSTOMER EXPERIENCE Value Based Delivery Issue / Escalation Program KPI and key G&Os OPERATIONS & COMPLIANCE LEARNING AGILITY PEOPLE Service Excellence Microland and Customer Policy adherence Self Development Retention Measure Team Mobility & Development 2021 MICROLAND LIMITED Sub-Goal Statement Overall Goal Weightages 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% Contribute to at least 1 project/initiative which can be classified as “Value” for customer - Automation Number of formal client complaints / escalation 0 per year 1 Minor & 0 Major Escalation Team per quarter ( 1 2 3*, 2 2* , 3 1* ) Achievement of SLAs / KPIs as per the program goals & objectives - All green status. 100% adherence & implementation to QMS processes defined 40% by organization in accounts 100% Adherence to Microland and Customer Policy, Procedure & Practices within timelines 20% Gain knowledge on 1 emerging technology. Achievement of retention goals of 80% annualized Backup planning in team to reduce single point failure and 20% dependency At least 1 Structured Training Session for the team every quarter 8
Goal Library Goals are classified into the below main categories: (Minimum 2 goals are mandatory to be selected & maximum of 5-6 goals) Growth & Financials Customer Experience Operations & Compliance Learning Agility People Custom MBO Bids & Solution Support Competency Management Trusted Advisory and Innovations Delivery readiness Transition Transformation Operations Stabilization Business development Product development Partner Ecosystem & Management Sales Operations Management Service & Product Portfolio Solutions & Services Value Creation Win-loss Ratio 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. 2021 MICROLAND LIMITED 9
As an Employee Gain Big picture Understand your team goals Understand your Department & Function Priorities for the FY Understand your Variable Pay plan role, its applicable parameters & respective targets 2021 MICROLAND LIMITED Agree on SMART GOAL Discuss on your individual goals, sub-goals, measurement parameters, weightages & timelines Schedule 1:1 and agree on the goals & Personal Development plan Review Schedule regular check-ins with your manager to seek feedback on your deliverables & support required Review Goals in the event of role changes Ensure Goal statements are SMART & in alignment with VPP role parameters and its targets (as applicable) 10
As a Manager Connect Employee to larger Organization goals Create a Plan for Success Make sure SMART Goals are attainable yet Challenging Provide big picture to employees Set clear expectations Schedule 1:1 to discuss & agree on areas of priorities and stretch targets Cascade Team Goals and department priorities Provide clarity on employee's role* & expectations *Variable Pay Plan Role & its 2021 MICROLAND LIMITED applicable parameters & targets Focus on employee’s development plan (learning investment) Monitor Progress 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 Schedule regular Check-Ins to review progress Provide feedback & feedforward Enable required support to be able to achieve goals Agree on next steps 11
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 2021 MICROLAND LIMITED 12
Timelines 26th May to 4th June BUHR Cascade Session 1st June 1st June till 25th June Goal Setting Page Opened in Microlander Goals discussion with RM 30th June Goals Closure on Microlander Submission of Goals by Employee Approval of Goals by RM 2021 MICROLAND LIMITED 13
Forward Planning Microlander Navigation 2021 MICROLAND LIMITED 14
Microlander – Goal Setting (Employee) Microlander Performance Goal Setting c ⑤ ① ② ③ ④ c c 2021 MICROLAND LIMITED c 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 15
Microlander – Goal Setting (Employee) Adding Goal title & Sub-Goal Title c Choose appropriate Goal Title from the drop down list c c 2021 MICROLAND LIMITED c 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 16
Microlander – Goal Setting (Employee) Adding Sub-Goal title & Sub-Goal Statements c c c 2021 MICROLAND LIMITED c 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) 17
Microlander – Goal Setting (Employee) Once you have added multiple goals you can click ‘NEXT’ to add weightages. Set the weightages at Goal level to 100% and click on next. c c 2021 MICROLAND LIMITED c Once you submit multiple Goals Sub-Goal Sub-Goal Statements. Click on next to add the goal weightages. 18
Microlander – Goal Setting (Employee) Reviewing overall Goals and submit for approval. c c c Once clicked on ‘OK”, RM will receive an email to approve your goals. This will summarize your goals sub-goals statement weightages Review before you click on “Submit Goals” 2021 MICROLAND LIMITED 19
Microlander – Goal Setting (Manager) Microlander Performance Goal Setting My Team c ② ① ③ ④ c c ⑤ c c c 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. 2021 MICROLAND LIMITED 20
Microlander – Goal Setting (Manager) Reviewing overall Goals and Re-opening Goals c c c 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 2021 MICROLAND LIMITED 21
Delivery Roles Goals & Sub-Goals P1-P4 2021 MICROLAND LIMITED 22
P1 Goal, Sub-Goals & Statements Discuss with manager to understand your role & program specific targets & measures Goal Header Sub Goal Sub-Goal Statements 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 & Objectives Issue / Escalation Program KPI and key G&Os Knowledge Management OPERATIONS Service Excellence & COMPLIANCE Availability Productivity Microland and Customer Policy adherence Knowledge Sharing and Continuous learning Self Development 2021 MICROLAND LIMITED - Number of formal client complaints / escalation 0 per year - 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. - 100% compliance to Knowledge Management process defined - Notifying the Knowledge Contributors for addition/modification of the KB articles - 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%) - Minimal unplanned leaves - Adherence to the Shift roster/timing Individual level (Tickets / calls handled / AHT ) 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. - 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. Sub-Goal Overall Goal Weightage Weightages 20% 30% 10% 20% 25% 55% 10% 15% 15% 23
P2 Goal, Sub-Goals & Statements Discuss with manager to understand your role & program specific targets & measures Goal Header Sub Goal Sub-Goal Overall Goal Weightage Weightages Sub-Goal Statements - 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 CSAT Measure CUSTOMER - Respond to all email and other communication (internal and external) without any delays and maintain zero escalations. EXPERIENCE - Escalate to next levels as per escalation matrix, as needed to ensure that customer needs are met without any gaps. Issue / Escalation - Number of formal client complaints / escalation 0 per year - 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 - Ensure proactive approach to delivery to meet all the customer commitments/deliverables. - 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 Program KPI and - Proactively gaining knowledge with extended team on recurring /critical/important issues. key G&Os - 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 OPERATIONS & documentation in the respective risk register. COMPLIANCE - 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. 100% Compliance to - Microland and Customer Policy, Procedure & Practices. Microland and - Zero breach/violation of information security, Harrasment & Policy (Microland and Customer). Customer Policy - Raise Security Incident immediately if any such case identified adherence - Ensure Punctuality and professionalism - Maintain transparency and integrity in all situations/events. 2021 MICROLAND LIMITED 20% 30% 10% 20% 55% 10% 24 P2 Goals continued in next slide
P2 Goal, Sub-Goals & Statements Discuss with manager to understand your role & program specific targets & measures Goal Header OPERATIONS & COMPLIANCE Sub Goal Sub-Goal Statements Knowledge Management - 100% compliance to Knowledge Management process defined - Contribute minimum of 3 KB article opportunity with the L3 - Notifying the Knowledge Contributors for addition/modification of the KB articles 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) - 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%) - Document minimum of 3 SOPs per quarter for all new/unique changes in the environment. (continued) Availability Productivity Automation Knowledge Sharing and Continuous learning Self Development 2021 MICROLAND LIMITED - Minimal unplanned leaves - Adherence to the Shift roster/timing - Individual level (Tickets / calls handled / AHT ) - 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. - 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. Sub-Goal Overall Goal Weightage Weightages 25% 15% 15% 25
P3 (P3 IC T&M) Goal, Sub-Goals & Statements Discuss with manager to understand your role & program specific targets & measures. Goal Header Sub Goal Sub-Goal Statements - 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 CSAT Measure - Respond to all email & other communication (internal and external) without any delays and maintain zero escalations. CUSTOMER - Escalate to next levels as per escalation matrix, as needed to ensure that customer needs are met without any gaps. EXPERIENCE - Communication & visibility with customer by regular updates & have regular Governance meetings at-least fortnightly basis. Issue / Escalation - Number of formal client complaints / escalation 0 per year - Identify minimum two manual/repeatable tasks and reports per quarter and get them automated by support from TDU team Automation - 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. - Contribute to incident reduction (minimum 5% Q-o-Q) as per the program goals & objective - published and measured where-ever applicable - Identify/Implement at least one revenue maximization activities per quarter (HOTS/Transitions/Service Scoping etc.) by providing proactive inputs to the TDU/supervisor. TDU Tech COE - Complete minimum 2 Left shift opportunities (L2 to L1) per quarter. Initiative - 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 - Drive & implement of at least 3 customer facing visible SIP/CSI per quarter providing timely inputs, suggestions & execution VALUE BASED (as applicable) DELIVERY - 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 Productivity and process should be 100%) Service Excellence - Contribute to at least 1 structured automation initiative resulting in 5% reduction of Overall L1 team effort per quarter - Document minimum of 3 SOPs per quarter for all new/unique changes in the environment. - 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 - Contribute to at least 1 project/initiative per quarter which can be classified as “Value” for customer Standardization - Customer specific induction/onboarding and infra related documents content updated every quarter and provide knowledge 2021 MICROLAND LIMITED to the team members. Sub-Goal Overall Goal Weightage Weightages 20% 40% 20% 10% 10% 26 P3 (IC T&M) Goals continued in next slide
P3 (P3 IC T&M) Goal, Sub-Goals & Statements Discuss with manager to understand your role & program specific targets & measures. Goal Header Sub Goal Sub-Goal Statements 100% Compliance to - Microland and Customer Policy, Procedure & Practices. Microland and Customer Policy Zero breach/violation of information security, Harrasment & Policy (Microland and Customer). adherence - Raise Security Incident immediately if any such case identified OPERATIONS & - Maintain transparency and integrity in all situations/events. COMPLIANCE 100% Compliance to Process & Contractual - Contract Compliance and SOW deliverables Compliance - Program Specific compliance - Information Security Policy, Procedure & Practices - 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 & Knowledge timely completion of trainings Sharing and - enhance communication & meet acceptable comms score -Oral, Written communication and bridge Self Development Continous handling skill learning - 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. GROWTH & Personal Billability - Plan versus Actual, For T&M - Individuals,Also extended to P2B in this role where they are in this role FINANCIALS 2021 MICROLAND LIMITED Sub-Goal Weightage Overall Goal Weightages 15% 15% 15% 15% 20% 20% 27
P3 (P3 IC Managed Services(MS) Goal, Sub-Goals & Statements Discuss with manager to understand your role & program specific targets & measures. Goal Header Sub Goal CUSTOMER CSAT Measure EXPERIENCE Issue / Escalation Automation TDU Tech COE Initiative VALUE BASED DELIVERY Productivity and Service Excellence 2021 MICROLAND LIMITED Standardization Sub-Goal Statements - 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 & 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. - Communication & visibility with customer by regular updates and have regular Governance meetings at-least fortnightly basis. - Number of formal client complaints / escalation 0 per year - Identify minimum two manual/repeatable tasks & reports per quarter & 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. - Contribute to incident reduction (minimum 5% Q-o-Q) as per the program goals & objective - published and measured where-ever applicable - 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 - Drive and 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 - Document minimum of 3 SOPs per quarter for all new/unique changes in the environment. - 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 - 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. Sub-Goal Overall Goal Weightage Weightages 15% 25% 10% 15% 30% 15% 28 P3 (IC MS) Goals continued in next slide
P3 (P3 IC Managed Services(MS) Goal, Sub-Goals & Statements Discuss with manager to understand your role & program specific targets & measures. Goal Header Sub Goal Sub-Goal Statements - 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. - Actively participate in all scheduled team huddles, reviews & meetings. Ensure timely closure of assigned tasks/actions - Proactively gain/contribute knowledge with
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
Forward Basic MB-02 Forward Basic MG-04 Forward Basic PD-05 Forward Break BL-04 Forward Change (Natural to Rev) VW-03 Forward Change (Rev. to Natural) VW-04 Forward Chassé CH-Int Forward Lock Step QS-14 Forward Progressive Basic MB-11 Forward Spot Turn MG-18 Forward Tipple Chassé QS-37 For
Basic 3 Forward outside and inside edges on a circle, forward crossovers, backward one-foot glide, backward snowplow stop, backward half swizzle pumps on a circle, moving forward to backward and backward to forward two-foot turn, beginning two-foot spin Basic 4 Basic forward outside and forward inside consecutive edges, backward edges on a circle,
Zero rates are averages of the one-period forward rates up to their maturity, so while the zero curve is rising, the marginal forward rate must be above the zero rate, and while the zero curve is falling, the marginal forward rate must be below the zero rate. Forward Rates vs. Future Spot Rates The
of duration is called Aggregate Planning as obvious from the following diagram. Planning process Long range planning ( strategic planning)(for 1-5 years of duration) Intermediate range planning ( aggregate planning)(for 3-12 months) Short term planning (for scheduling and planning for day to day shop floor activities). (for 1-90 days)
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Welcome to Sales Planning . About Sales Planning 1-1. About Quota Planning 1-2. About Advanced Sales Forecasting 1-3. About Key Account Planning 1-4. Learning More About Sales Planning 1-6. Related Guides1-6. Navigating in Sales Planning 1-7. Working with Smart View 1-8. Reporting in Sales Planning 1-9. Working with the Reports Reporting .
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Number Player Name Position ; 21 Mila Advani Forward 77 Sara Carrion Forward . 34 Paz Hassan-Contreras Goal 40 Emma Bunce Defense 42 Emma Johns Goal 44 Nadia Tuzinsky Forward . 9 Claire Sammons Forward 87 Caroline Smith Forward 50 Sam Steciak Goal
