emerging company of the year -...

AWARD DESCRIPTION

The Operational Excellence and Quality Award for the Year recognize companies that have demonstrated capabilities to deliver on organization goals and also improve performance over time. The winner organization would also have practices and culture that ensure that the organization:

Consistently challenges status quo towards maximum performance Has the ability to scale, and manage complexity And is both effective as well as efficient.

QUALIFYING CRITERIA

Organizations meeting the following qualifying criteria are eligible for participation.

This award is open to all BPO companies in India Number of employees should exceed 200 Annual revenues should exceed USD 10 million Should be in operation for at least 3 years.

ABOUT THIS APPLICATION FORM

This application form has three parts1. Company Information2. Evaluation Criteria3. Application Form4. Declaration Form

For information on submission details and dates, categories and criteria, judging, awards please visit _________________


Part –1: COMPANY INFORMATION

1.1 Company Details

PARAMETER DESCRIPTION

1.1 Name of company:

1.2 Founded (Year & Country):

1.3 Chief executive's name:

1.4 Web site URL:

1.5 Latest full-year fiscal revenues (indicate which month your fiscal year ends): US$

1.6 Total number of employees:

1.7 Total number of locations:

1.8 Number of seats in operation

1.9 What is the percentage split of your business between Captive and 3rd party


1.2 Manpower distribution by vertical:

Please specify approximate manpower distribution by vertical and process/engagement complexity.

Engagement >>>>>>>>>>complexity

Vertical >>>>>>>>>>>

Manpower distribution {number of Full-Time Equivalent (FTE)}Infrastruc

ture operation

s

Back office

supportContact centers

Knowledge services

High end

design Others

Banking and Financial ServicesInsurance

Telecommunications

Travel

Legal

Healthcare

Pharmaceuticals

Biotechnology

Any other (please specify)

1.3 Manpower distribution by function:

Please specify approximate distribution of manpower working in the outsourced horizontals/functions as per process/engagement complexity.

Engagement >>>>>>>>>>complexity

Function >>>>>>>>>>>

Manpower distribution {number of Full-Time Equivalent (FTE)}Infrastruc

ture operation

s

Back office

supportContact centers

Knowledge services

High end

design Others

HR

Finance and Accounting

Supply Chain

Customer Service

Technical Support


Sales & Marketing

Research and Analytics

Data Mining and Modeling

Design and Development

Any other (please specify)

1.4 Contact Details

Name and Title

Phone

Fax

Email

Postal Address


Part –2: EVALUATION CRITERIAPlease furnish/address the following information requirements for consideration in this award category. A statement about what evidence could be submitted in support of the submission. The supplementary material is highly recommended for the purpose of evaluation.

The documents and evidence serve to illustrate and validate claims made. The artifacts could be in the form of documents, communications, awards received, orientation material, process manuals or anything that is illustrative.

Wherever applicable please indicate how the specific structure, policy or practice has helped address the people issues and impacted business performance. Give evidence of the implementation of these practices, how are resources committed to the same, how are they practiced, reviewed and improved so that they deliver better business results.

The information submitted will be treated as strictly confidential.

The evaluation criteria are divided into two broad categories viz. Results and Processes. 60% weight will be given to the Results category while 40% weight would be given to the process category.

1. Results: Demonstration of sustained performance and improvement across:a. Customers Satisfaction and Dis-satisfactionb. SLA parametersc. Quality parametersd. Efficiency parameterse. Attrition and Absenteeismf. Any other parameters used to measure and manage the process

In the results section the evaluation will be based on:a. The definition of the metrics used to manageb. The target / goal selectionc. The results against targets

2. Processes: The intent of this section is to establish that the existing processes will help in continuously improving Operational Excellence and Quality. This section will also evaluate if the process design is truly best in class and robust. Processes that need to be evaluated are:

a. Planning and Governance Processesb. Capacity Management and Manpower planningc. Hiring and Training Effectivenessd. Technology support processe. Individual and Team Performance Management (including support teams)f. Employee satisfaction and engagementg. Leadership Developmenth. Sensing and Responding to significant changesi. Quality measurement and Managementj. Risk Managementk. Process Improvement / Problem Solving Processl. Standards used.


Application -

Summarize why this submission should be considered for the Operational Excellence and Quality Award for the Year Award category based on the criteria given below.

1. Results:

Please provide process wise, client wise results against targets across the following dimensions of performance:

a. Customers Satisfaction and Dis-satisfactionb. SLA parametersc. Quality parametersd. Efficiency parameterse. Attrition and Absenteeismf. Any other parameters used to measure and manage the process

For each of the metrics used to measure and manage the process, please provide further information on the metrics used, the calculation used for the metric, the reason for the selection of the metric, the target used and the rationale for the target setting. If available, please provide up to 36 months of data for each metric described. This would support the claim of sustained and constantly improving performance.

2. Processes

For all sub-sections in section 3.2, please provide exhibits as may be deemed necessary in support of your application. Please highlight all processes, activities; tools that you believe are best in class, unique or innovative.

2 (a) Planning and Governance Processes: Please describe the tools and processes used to arrive at the strategic plans and how they are translated into Operational goals. Please use exhibits to explain the information and the analysis that would be used as inputs for the development and then operationalisation of various plans.Please describe the governance processes currently existing in the organization to ensure that plans and goals are met.

2 (b) Capacity and Manpower Planning: Please describe the tools and processes used for Capacity and manpower planning. Please also describe how the organization judges the effectiveness of these capacity and manpower planning processes. Please share relevant information to indicate the effectiveness of these planning processes.

2 (c) Hiring and Training Effectiveness:Please describe how the organization establishes whether the hiring and training processes are effective in supporting operational excellence. ( eg. using the ratio of new joinees to total offers made as an indicator of hiring effectiveness). Please share the targets, the rationale for such targets and the current performance of these processes on these indicators

2(d) Technology Support:Please describe how the organization establishes whether the technology processes are supportive of the operational goals of the organization. What are the indicators used if any, and what is the current performance on these indicators?


2(e) Individual and Team Performance Management (include support teams)Please describe the process for evaluating, communicating and managing individual and team performance. Please elaborate using examples (if possible )how the performance management process helps to engage employees and drives organizational performance.

2(f) Employee satisfaction and Engagement Please describe the process for establishing the drivers of employee satisfaction and engagement and the effectiveness of these processes.( an example of employee engagement indicator could be the number of process improvement ideas given / implemented per employee per quarter , effectiveness could be the savings accrued through such initiatives)

2(g) Leadership DevelopmentPlease describe the processes used for leadership development across levels. Please use exhibits as appropriate to describe the degree of investment , penetration and impact of these development processes.(eg. Number of non-process training days per persons, number of persons certified to a particular high impact program etc.)

2 (h) Sensing and responding to significant changesPlease describe the processes used to sense market changes and the processes used to address these expected changes in a seamless manner.Please describe the processes used to attenuate the impact of major changes ( eg. Transitions) and ensure the success of these changes.

Please elaborate how the organization evaluates the effectiveness of these processes and the current performance of the organization against such indicators.

2 (i) Quality Measurement and ManagementPlease describe the process used to measure quality. Please elaborate how the design of the process ensures the alignment of quality measures with the Voice of the customer. Please demonstrate the degree to which the quality measures are aligned with the voice of the customer.

2 (j) Risk Management (This can include all types of risk eg. financial risk, physical risk, brand risk etc.)

Please describe the processes used for risk assessment, risk prioritization and evaluation of the effectiveness of risk control mechanisms.

2 (k) Process Improvement Process / Problem Solving ProcessPlease describe the process for selection of issues that need to be prioritized for resolution or improvement. Please provide two best examples ( case studies) from the organization that demonstrate the process for selection of issues as well as the effectiveness and robustness of the problem solving or process improvement process.

2 (l) Standards usedPlease describe any standards used by the company. Please indicate the processes which were included in the certification and the date of the certification.


3 Please provide any additional information that you feel appropriate in support of your application.


Part –3: DECLARATION FORMI have read and agreed to the Conditions of Entry specified below.

I/we certify that all data and information provided in this form are factually correct to the best of my knowledge.

I/we declare that no information has been withheld, through which omission may materially diminish my standing of the Awards or affect the judging of the Award.

I/we certify that all rights and clearances with regard to any third parties or third party intellectual property connected with this entry have been obtained

I/we agree that any false representation can lead to the immediate disqualification of my company and the nomination by the awards panel.

I/we agree that the judges’ decision is final and no correspondence will be entered into

Award Category Applied For

Name

Company

Telephone

Email

Mobile Phone

Date when submission made

Email id from which submission made

Signature of Company Authorized Signatory

Date of Signature

Company Seal/Stamp


emerging company of the year -...

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