performance appraisal presentation
TRANSCRIPT
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PERFORMANCE APPRASIAL IN INFOSYS
Presented by:-
Pravej Alam
20 December, 2006
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Infosys BPO Limited (formerly Progeon Limited) is the BPO (Business Process Outsourcing) subsidiary of Infosys Technologies Ltd.The company was started as Progeon Limited in April 2002 and is today among the top third-party BPOs in India according to NASSCOM. Infosys BPO closed FY 07-08 with a revenue of $ 250.3 million with 11 centers worldwide employing 16,295 employees and 44 clients. It has its headquarters in Bangalore
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The Infosys BPO Story
• Established in 2002, rapid organic growth
• Focus on end-to-end outsourcing• Today among Top 10 third party
BPOs in India Operations in India, Czech Republic, Philippines (through a partner), China
Revenues, $m Customers Employees
Do it cheaper
Do it better
Do it differently
Eliminate work
Cost gains
Efficiency gains
Transformation gains
The Infosys BPO transformation promise
Tra
ns
form
ati
on
al
BP
O
3966
7021
9776
FY05 FY06 Q2FY07
1922
28
FY05 FY06 Q2FY07
43
85.5102.2
FY05 FY06 LTM
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Our focus areas - horizontals
Functional (horizontal) solutions
Customer serviceContact Centers for Sales, Service & Helpdesk, Customer Service for Telecom, Manufacturing, Distribution, Financial & Service industries
Finance & Accounting
Accounts Payable, Accounts Receivable, Collections & Credit Management, Billing & Invoicing, Fixed Assets, Intercompany, General Ledger, Finance Planning & Analysis
HR OutsourcingRecruitment & Staffing Support, Workforce Deployment, HR Administration, Benefits Administration, HR Helpdesk
Knowledge Services
Credit Analysis, Equity Analysis, Economics Research, Industry & Company Analysis, Financial Planning & Accounting, Presentation Support, Analytics
Order Management
Quoting, Order Entry, Order Management, Expediting / Substitution, Contract Renewals & Management, Customer Support, Logistics Support, Returns Management
Procuremente-Business Solutions, Tactical Procurement, Strategic Procurement, Compliance & Performance Management, Spend Analytics Contd.
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Our focus areas - verticals
Industry (vertical) solutions
Banking Retail Banking, Mortgages & Consumer Finance, Credit Cards, Cash Management & Treasury, Trade, Credit Administration
Capital MarketsBroker-Dealers, Transfer Agency, Fund Administration, Custodian Services, Asset Management
Communication Service Providers
Service Assurance, Service / Order Fulfillment, Billing & Revenue Assurance, Data Cleansing & Validation, Content Development & Review.
Hi Tech & DiscreteManufacturing
Quoting & Demand Fulfillment , Material Planning & Sourcing, Master Data Management, Product Data Management, Mid Office Support, Customer Operations, Supply Chain & Logistics Support
InsuranceAssurance, Life & Pensions, General, Property & Casualty, Life & Health, Revenue cycle management, Underwriting, Billing, Denial management, Claims adjudication, Customer service
Healthcare & Life Sciences
Scheduling, Registration, Charge capture & coding, Billing, Follow up, Customer service operations, Enrolment, Policy maintenance, Claims administration, Customer service, Collections
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Automotive and Aerospace
Finance and Accounting, Analytics (FP&A), Expense Management Retail Services (Auto Finance, Aftermarket sales), Services (Warranty Management, After Sales Service), Indirect procurement (T&E, Spend Analytics), Order Management (Quote to Cash), HR services and CRM.
Retail & CPG Store Solutions, Master Data Management, Supply Chain Solutions , Content Management, Analytics & Knowledge Solutions
Transportation & Services
Customer Booking, Documentation (Bill of Lading, Delivery Order, Arrival Notices), Tariff filing, Contract maintenance, Claims Handling, Hazardous cargo approvals, Business system support/ helpdesk, Revenue Accounting, Reservation Services, Lost Baggage Handling, Customized procurement, Direct Marketing and Analytics.
Resources, Energy and Utility
Mapping Services, Engineering Services, Expense Management, Industry specific - Finance and Accounting, Order Management, Knowledge Services & Analytics, HR Services, Customer Service
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Delivering Operations Excellence
Operations Excellence Management System
Operations People Risk
Self Assessment Framework
Infrastructure
•Floor Management•Rostering•Monitoring•Capacity planning
•Quality Management•Process Control &
improvement•SLA Reporting
•Customer Portal•Knowledge
Management
ENABLERS
•Process specific risks and mitigants
•Security•Physical•Data•Network
•Disaster Recovery•Business Continuity
Planning•Regulatory
compliance
•Monitoring telecommunications network
•H/W & S/W maintenance
•Facilities management
•Employee facilities•Transport•Food •Wellness center
• Perfomagic – Performance Appraisal System
• Serve Centrale• Vendor alliances
• SLATE• I-Lite Training System • Pro-Vista Customer Portal• Project allocation system• Leave System
•Skill-based Recruitment
•Training & Employee development
•Performance Management
•Career Planning•Performance
improvement plans•Process Complexity
Model
Governance Structure
Organization wide tool to drive Ops Excellence
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• OPERATIONS PERFORMANCE (“Running the business”):
– Measure each process and engagement on
• Are processes In Control?
• Are they Capable?
• What is the Sigma level ?
• Score on Self Assessment Framework?
• OPERATIONS EXCELLENCE (“Changing the business”)
– Map every process on our transformational journey of - Doing it Cheaper, better,
Differently and Elimination of work
– Measure the transformation in Dollars
• CSAT Score – Our Customer and their customers
Operations excellence is a measure of the operations performance, excellence and Customer Satisfaction
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Infosys BPO’s Operations Excellence Components
• Self Assessment
• Process Capability and Stability
• Transformational Dollar Savings
• CSAT
Besides
• Methodologies (Discovery , Operations , Transition) & Certifications
• Risk Assessment
• Certifications
• Business Excellence
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The KEY GOALS
BUSINESS GOALS :Revenues and Gross Margins
PEOPLE GOALS ;• Attrition• Internal Governance• Team lead touch time with agents• Team lead process certification• Domain Training and Certification on skills• E sat
PROCESS GOALS :• Process Control, Stability, Capability (Sigma scores). • Self certification• External governance• C sat
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THE KEY GOALS
TRANSFORMATION GOALS :
• Continuous improvements – Six Sigma initiatives
• Client Business knowledge and drivers
• Revenue productivity
• End customer focus
• Value addition to client in terms of Dollars
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The need for iSOP Program - Infosys perspective
• To handle Growth and Scalability related challenges
• To manage business unit performance and its integration with Corporate
• For improvement in overall effectiveness and capabilities at organisation level
• For learning, reuse and knowledge sharing at organisational, business unit and personal level
• For identifying and addressing systemic issues within all units
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Journey To Performance Excellence
0 – 250: Early Development0 – 250: Early Development
251 – 350: Early Results251 – 350: Early Results
351 – 450: Early Improvements351 – 450: Early Improvements
451 – 550: Good Performance451 – 550: Good Performance
551 – 650: Emerging Industry Leader551 – 650: Emerging Industry Leader
651 – 750: Industry Leader651 – 750: Industry Leader
751 – 875: Benchmark Leader751 – 875: Benchmark Leader
876 – 1000: World Leader876 – 1000: World Leader
Infy
+In
fy+
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Benchmarking : Stages of improvement
World ClassRecognized as the best Benchmarked by others
Best in ClassExceeds customer expectations,outperformsall direct competitors and has clear competitive edge
EfficientMeets all internal requirements for cost margins,asset utilization,cycle-time and measures of excellence
IncapableIs ineffective , inefficient and at the risk of failing.Needs major redesign
EffectiveSatisfies all customer requirements
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Any initiative encounters multiple challenges and it is important to understand them
• Client organization to support transformation
– Governance structure to enable the smooth implementation and monitoring of transformation
initiatives
– Stakeholder buy in / Management
• Change management
– Every transformation results in change at some level or the other. Effective identification of
the impact and change management capability is crucial
• Operational stability
– Multiple moving parts is not desirable to enable a focused approach to transformation
• Synergy with clients transformational initiative
– Ensure that the initiatives are in synch with parallel organizational initiatives
• Impact on upstream and downstream processes
– Transformation does not work in isolation, it has a significant impact on upstream and
downstream processes and it is important for the stakeholders to be bought it
• Legal and Regulatory compliance
• Business case
– Last but not the least – the initiative has to make commercial sense
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A common understanding of Operations Excellence is essential to ensure its implementation
Operations Excellence is Infosys BPO’s roadmap to a differentiated client experience, by consistently exceeding service delivery metrics and
measurably transforming our client’s business
Key Terms
Road Map: This is an ongoing journey. There is no end-state, only milestones
Differentiated Experience: It has to be measured on the total experience that the client has in working with us and its impact on the client’s customers
Service Delivery Metrics: Exceeding service metrics should be pegged as the minimum delivery on client expectations
Measurably Transform: Doing it better than the client and measurably transforming the process should be the goal (a process is Transformed only if we can show the dollar benefit)
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The focus has to be on delighting our client’s customers
An experience that consistently
delights our client’s customers and
demonstrates our superior execution capability and transformational improvements
WE WILL DO IT BETTER THAN HOW OUR CLIENTS DID IT
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We believe that a successful model involves…
• Multiple small steps to achieve a larger objective
• Benchmarking and understanding of Processes
• Multiple initiatives that include
– Continuous improvement and monitoring
– Process reengineering
– Technology Augmentation
• Participation from all stakeholders towards a commonly agreed goal along all
stages of a BPO engagement
• Ongoing measurement and control of transformation initiatives and objectives
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“Good is not good where better is expected”
Thomas Fuller
British author
“Good is not good where better is expected”
Thomas Fuller
British author
WE WILL DO IT BETTER THAN OUR CLIENTS AND COMPETITORS