Delivery Assurance for Service Desk / Incident Mgmt - Overall Status Dashboard

Count - Project / F Scope

Initiative / SIP Nam In Scope Not In Scope Total Result
DA - Service Desk / 38 4 42
Total Result 38 4 42

Scope In Scope

Implementation StatSum - Scope

Completed
WIP
On hold
Planned in Q2
Planned in Q3
Under Transition
Total Result
erall Status Dashboard Program Governance - Overall Status Dashboard

Sum - Scope Scope

Initiative / SIP Name In Scope
Program Governance
Total Result

Scope In Scope

Implementation Status Sum - Scope

Completed
WIP
On hold
Under Transition
Planned in Q4
Total Result
Overall Status Dashboard

Total Result

um - Scope
Sl No Project / Function Name Region Vertical

1 Unitech North Telecom

3 Wipro BPO North IT / ITES / Government
5 HDFC Bank West BFSI
7 Axis Bank West BFSI
9 Wipro Technologies South 2 IT / ITES / Government
12 TATA AIG West BFSI
13 Aircel LTD North Telecom
15 Dial North Telecom
17 ESIC North IT / ITES / Government
19 HDFC Life West BFSI
21 Bharati CCT2 North Telecom
23 Max Life Insurance Corporation North BFSI
25 Genpact North IT / ITES / Government
27 Dena Bank West BFSI
29 Yes Bank West BFSI
31 EXL North IT / ITES / Government
33 HMEL North Enterprise
35 Canara Bank RRB South 2 BFSI
37 UCO Bank RRB South 2 BFSI
38 Sanmar South 1 Enterprise
40 Mattel ROM Enterprise
42 Aditya Birla Financial Group West BFSI
45 Suzlon Energy LTD ROM Enterprise
48 Emirates Aluminium (EMAL) ME Enterprise
50 Mashreq Bank ME BFSI
52 Noor Islamic Bank ME BFSI
54 RTA ME Enterprise
56 Saudi Airlines KSA Enterprise
58 Standard Chartered Bank South 1 BFSI
 PMO Initiatives

Project Classification Initiative / SIP Name

Platinum DA - Service Desk / Incident Mgmt

Platinum DA - Service Desk / Incident Mgmt
Platinum DA - Service Desk / Incident Mgmt
Gold DA - Service Desk / Incident Mgmt
Platinum DA - Service Desk / Incident Mgmt
Gold DA - Service Desk / Incident Mgmt
Platinum DA - Service Desk / Incident Mgmt
Platinum DA - Service Desk / Incident Mgmt
Platinum DA - Service Desk / Incident Mgmt
Gold DA - Service Desk / Incident Mgmt
Gold DA - Service Desk / Incident Mgmt
Gold DA - Service Desk / Incident Mgmt
Platinum DA - Service Desk / Incident Mgmt
Gold DA - Service Desk / Incident Mgmt
Gold DA - Service Desk / Incident Mgmt
Gold DA - Service Desk / Incident Mgmt
Silver DA - Service Desk / Incident Mgmt
Gold DA - Service Desk / Incident Mgmt
Silver DA - Service Desk / Incident Mgmt
Silver DA - Service Desk / Incident Mgmt
Gold DA - Service Desk / Incident Mgmt
Gold DA - Service Desk / Incident Mgmt
Gold DA - Service Desk / Incident Mgmt
Gold DA - Service Desk / Incident Mgmt
Gold DA - Service Desk / Incident Mgmt
Gold DA - Service Desk / Incident Mgmt
Platinum DA - Service Desk / Incident Mgmt
Platinum DA - Service Desk / Incident Mgmt
Platinum DA - Service Desk / Incident Mgmt
PMO Initiatives

PMO SPOC Name Quarter Planned Start Date

Himanshu Q2 3-Jul-12
Vikram Q2 11-Jul-12
Deeptesh Q2 25-Jul-12
Deeptesh Q2 5-Jul-12
Raghav Q2 6-Jul-12
Deeptesh Q2 16-Jul-12
Vikram Q2 23-Jul-12
Himanshu Q2 23-Jul-12
Himanshu Q2 6-Aug-12
Deeptesh Q2 23-Jul-12
Vikram Q3 8-Oct-12
Himanshu Q2 20-Aug-12
Vikram Q2 20-Aug-12
Deeptesh Q2 6-Aug-12
Deeptesh Q2 20-Aug-12
Vikram Q2 6-Aug-12
Vikram Q2 Not planned
Raghav Q2 26-Jul-12
Raghav Q2 26-Jul-12
Raghav Q2 26-Jul-12
Deeptesh Q2 24-Aug-12
Vandana Q2 6-Sep-12
Deeptesh Q2 4-Sep-12
Abhijit Bhagwat Q3
Abhijit Bhagwat Q3
Abhijit Bhagwat Q3
Abhijit Bhagwat Q3
Jagdeesh H K Q3
Raghav Q3
Planned End Date Actual Start Date Actual End Date

10-Jul-12 5-Jul-12 20-Jul-12

17-Jul-12 17-Jul-12 3-Aug-12
5-Aug-12 27-Jul-12 16-Aug-12
12-Jul-12 20-Aug-12 25-Aug-12
13-Jul-12 6-Jul-12 2-Aug-12
23-Jul-12 23-Jul-12 3-Aug-12
30-Jul-12 25-Aug-12 31-Aug-12
30-Jul-12 25-Jul-12 1-Aug-12
13-Aug-12 23-Jul-12 14-Aug-12
30-Jul-12 9-Aug-12
12-Oct-12
27-Aug-12 23-Aug-12
27-Aug-12
13-Aug-12 16-Aug-12 30-Aug-12
27-Aug-12 6-Aug-12 16-Aug-12
14-Aug-12 6-Aug-12 21-Aug-12
Not Planned 24-Jul-12 28-Jul-12
3-Aug-12 26-Jul-12 14-Aug-12
3-Aug-12 26-Jul-12 14-Aug-12
16-Aug-12 14-Aug-12
3-Sep-12 24-Aug-12
15-Sep-12 6-Sep-12
4-Sep-12 5-Aug-13
 Jul-12

Implementation Status
Compliance to Compliance to Compliance to
KPIs (%) Controls (%) Process Documents (%)
Completed
Completed
Completed
On hold
Completed
Completed
Completed
On hold
Completed
WIP
Planned in Q3
WIP
On hold
Completed
Completed
Completed
Completed
Completed
Completed
WIP
WIP
WIP
WIP
Planned in Q3
Planned in Q3
Planned in Q3
Planned in Q3
Planned in Q3
Planned in Q3
 Aug-12 Sep-12

Compliance to Compliance to Compliance to Compliance to

KPIs (%) Controls (%) Process Documents (%) KPIs (%)
 Sep-12 Quarter 2 Oct

Compliance to Compliance to Program Governance Compliance to

Controls (%) Process Documents (%) Effectiveness Index (%) KPIs (%)
 Oct-12 Nov-12

Compliance to Compliance to Compliance to Compliance to

Controls (%) Process Documents (%) KPIs (%) Controls (%)
Nov-12 Dec-12

Compliance to Compliance to Compliance to Compliance to

Process Documents (%) KPIs (%) Controls (%) Process Documents (%)
 Quarter 3

Program Governance
Effectiveness Index (%)
Sl No Project / Function Name Region

Sl No Project / Function Name Region

1 Unitech North
2 WT IMG South 2
3 Wipro BPO North
4 TATA AIA West
5 ESIC North
6 HMEL North
7 EXL North
8 HDFC Bank West
9 Canara Bank RRB South 2
10 Yes Bank West
11 Aircel LTD North
12 Dena Bank West
13 UCO Bank RRB South 2
14 Aditya Birla Financial Group West
15 Mattel ROM
16 Max Life Insurance Corporation North
17 HDFC Life West
18 Genpact North
19 Sanmar South 1
20 Dial North
21 Suzlon Energy LTD ROM
22 Axis Bank West
23 Bharati CCT2 North
24 Emirates Aluminium (EMAL) ME
25 Mashreq Bank ME
26 Noor Islamic Bank ME
27 RTA ME
28 Saudi Airlines KSA
29 Standard Chartered Bank South 1
30 Avantha APIL North
31 Emirates Integrated Telecom Co(Du Telecom) ME
32 MOBILY ETIHAD ETISALAT COMPANY KSA
33 Vodafone Essar Limted West
34 PRINCESS NORA BINT ABDULRAHMAN UNIVERSITY KSA
35 NABARD West
36 VISPL West
37 Aviva North
38 Bajaj Finance Ltd ( BFL) ROM
39 RBS West
40 Glenmark West
41 Punjab Excise North
42 Volkswagen ROM
43 Credit Suisse ROM
44 Ernst & Young West
 Project
Vertical Initiative / SIP Name
Classification

Project
Vertical Initiative / SIP Name
Classification

Telecom Platinum DA - Service Desk / Incident Mgmt

IT / ITES / Government Platinum DA - Service Desk / Incident Mgmt
IT / ITES / Government Platinum DA - Service Desk / Incident Mgmt
BFSI Gold DA - Service Desk / Incident Mgmt
IT / ITES / Government Platinum DA - Service Desk / Incident Mgmt
Enterprise Silver DA - Service Desk / Incident Mgmt
IT / ITES / Government Gold DA - Service Desk / Incident Mgmt
Enterprise Platinum DA - Service Desk / Incident Mgmt
BFSI Gold DA - Service Desk / Incident Mgmt
BFSI Gold DA - Service Desk / Incident Mgmt
Telecom Platinum DA - Service Desk / Incident Mgmt
BFSI Gold DA - Service Desk / Incident Mgmt
BFSI Silver DA - Service Desk / Incident Mgmt
BFSI Gold DA - Service Desk / Incident Mgmt
Enterprise Gold DA - Service Desk / Incident Mgmt
BFSI Gold DA - Service Desk / Incident Mgmt
BFSI Gold DA - Service Desk / Incident Mgmt
IT / ITES / Government Platinum DA - Service Desk / Incident Mgmt
Enterprise Silver DA - Service Desk / Incident Mgmt
Enterprise Platinum DA - Service Desk / Incident Mgmt
Enterprise Gold DA - Service Desk / Incident Mgmt
BFSI Gold DA - Service Desk / Incident Mgmt
Telecom Gold DA - Service Desk / Incident Mgmt
Enterprise Gold DA - Service Desk / Incident Mgmt
BFSI Gold DA - Service Desk / Incident Mgmt
BFSI Gold DA - Service Desk / Incident Mgmt
Enterprise Platinum DA - Service Desk / Incident Mgmt
Enterprise Platinum DA - Service Desk / Incident Mgmt
BFSI Platinum DA - Service Desk / Incident Mgmt
Enterprise Gold DA - Service Desk / Incident Mgmt
Telecom Platinum DA - Service Desk / Incident Mgmt
Telecom Platinum DA - Service Desk / Incident Mgmt
Telecom Platinum DA - Service Desk / Incident Mgmt
Enterprise Platinum DA - Service Desk / Incident Mgmt
BFSI Platinum DA - Service Desk / Incident Mgmt
Telecom Silver DA - Service Desk / Incident Mgmt
Telecom Silver DA - Service Desk / Incident Mgmt
BFSI Silver DA - Service Desk / Incident Mgmt
BFSI Gold DA - Service Desk / Incident Mgmt
HLS Silver DA - Service Desk / Incident Mgmt
GOVT Gold DA - Service Desk / Incident Mgmt
MFG+Hi Tech Silver DA - Service Desk / Incident Mgmt
Gold DA - Service Desk / Incident Mgmt
Silver DA - Service Desk / Incident Mgmt
Scope PMO SPOC Name Quarter Planned Start Date

Scope PMO SPOC Name Quarter Planned Start Date

In Scope Himanshu Q2 3-Jul-12

In Scope Raghav Q2 6-Jul-12
In Scope Vikram Q2 11-Jul-12
In Scope Deeptesh Q2 16-Jul-12
In Scope Himanshu Q2 6-Aug-12
In Scope Vikram Q2 Not planned
In Scope Vikram Q2 6-Aug-12
In Scope Deeptesh Q2 25-Jul-12
In Scope Raghav Q2 26-Jul-12
In Scope Deeptesh Q2 20-Aug-12
In Scope Vikram Q2 23-Jul-12
In Scope Deeptesh Q2 6-Aug-12
In Scope Raghav Q2 26-Jul-12
In Scope Vandana Q2 6-Sep-12
In Scope Deeptesh Q2 24-Aug-12
In Scope Himanshu Q2 20-Aug-12
In Scope Deeptesh Q2 23-Jul-12
In Scope Vikram Q2 20-Aug-12
In Scope Raghav Q2 26-Jul-12
In Scope Himanshu Q2 23-Jul-12
In Scope Deeptesh Q2 4-Sep-12
In Scope Deeptesh Q2 5-Jul-12
In Scope Vikram Q3 8-Oct-12
In Scope Abhijit Bhagwat Q3
In Scope Abhijit Bhagwat Q3
In Scope Abhijit Bhagwat Q3
In Scope Abhijit Bhagwat Q3
In Scope Jagdeesh H K Q3
Not In Scope Raghav Q3
In Scope - - -
Not In Scope - - -
Not In Scope - - -
Not In Scope - - -
In Scope - - -
In Scope - - -
In Scope Deeptesh Q4
In Scope Himanshu Q1
In Scope Deeptesh
In Scope Deeptesh
In Scope Deeptesh
In Scope Vikram
In Scope
In Scope Sujatha Bogam
In Scope Himanshu
Planned End Date Actual Start Date Actual End Date

Planned End Date Actual Start Date Actual End Date

10-Jul-12 5-Jul-12 20-Jul-12

13-Jul-12 6-Jul-12 2-Aug-12
17-Jul-12 17-Jul-12 3-Aug-12
23-Jul-12 23-Jul-12 3-Aug-12
13-Aug-12 23-Jul-12 14-Aug-12
Not Planned 24-Jul-12 28-Jul-12
14-Aug-12 6-Aug-12 21-Aug-12
5-Aug-12 27-Jul-12 16-Aug-12
3-Aug-12 26-Jul-12 14-Aug-12
27-Aug-12 6-Aug-12 16-Aug-12
30-Jul-12 25-Aug-12 31-Aug-12
13-Aug-12 16-Aug-12 30-Aug-12
3-Aug-12 26-Jul-12 14-Aug-12
15-Sep-12 6-Sep-12 28-Sep-12
3-Sep-12 24-Aug-12 8-Oct-12
27-Aug-12 23-Aug-12 5-Oct-12
30-Jul-12 9-Aug-12 26-Oct-12
27-Aug-12 10-Oct-12
16-Aug-12 14-Aug-12
30-Jul-12 25-Jul-12 20-Dec-12
4-Sep-12 5-Aug-13
12-Jul-12 20-Aug-12
12-Oct-12 22-Oct-12 11-Feb-13

- - -
- - -
- - -
- - -
- - -
- - -
 Sep-13
Implementation Status

No. of
KPIs
Implementation Status Applicabl
e

Completed 12
Completed 14
Completed 14
Completed 14
Completed 11
Completed 13
Completed
Completed
Completed
Completed 14
Completed 13
Completed
Completed
Completed 14
Completed 14
Completed 13
Completed 14
On hold
On hold
Completed 7
On hold
On hold
Completed 9
On hold
On hold
On hold
On hold
WIP
Not in Scope
WIP
Not in Scope
Not in Scope
Not in Scope
Under Transition
Under Transition
Completed 13
Completed 11
Completed 13
Planned in Q2
Planned in Q3
Completed
WIP
Completed
Completed
 No. of No. of No. of
No. of No. of Compliance
Compliance Controls Applicabl Practice
KPIs Controls to Controls
to KPIs (%) Applicabl e Practice docs
Defects Defects (%)
e docs defects

0 100% 25 2 92% 33 0
2 86% 25 2 92% 31 0
0 100% 25 1 96% 33 0
0 100% 25 0 100% 33 0
3 73% 25 6 76% 32 0
1 92% 25 4 84% 32 0
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
3 79% 25 2 92% 33 0
0 100% 25 3 88% 32 0
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
0 100% 25 2 92% 33 0
0 100% 25 2 92% 33 0
2 85% 25 3 88% 32 0
3 79% 25 3 88% 32 0

0 100% 22 2 91% 30 0

0 100% 24 2 92% 31 0
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
0 100% 25 2 92% 31 0
3 73% 22 3 86% 25 2
4 69% 25 4 84% 31 7
 Sep-13
Compliance No.of
No.of PMMS No. of
to Overall No. of PMMS Compliance PMMS
Controls PMMS
Process SD / IM Controls % Controls
(Technology) Controls
Documents DA Index (Technology) (Technology) (People)
Met (People)
(%) Met
100% 97% 65 58 89% 17 17
100% 94% 65 51 78% 17 16
100% 99% 65 50 77% 17 17
100% 100% 65 57 88% 17 16
100% 87% 65 48 74% 17 17
100% 93% 65 52 80% 17 16
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
100% 93% 65 56 86% 17 16
100% 96% 65 45 69% 17 17
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
100% 97% 65 58 89% 17 16
100% 97% 65 51 78% 17 17
100% 93% 65 52 80% 17 16
100% 92% 65 52 80% 17 14

100% 97% 65 30 46% 17 16

100% 97% 65 53 82% 17 17

#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
100% 97% 65 45 69% 17 17
92% 86% 65 39 60% 17 11
77% 78% 65 34 52% 17 10
 No.of
No. of Overall
PMMS
Compliance % PMMS Compliance % SD/ IM
Controls TCSAT
(People) Controls (Process) Maturity
(Process)
(Process) Index
Met
100% 36 32 89% 91% 6.94
94% 36 35 97% 86% 6.30
100% 36 36 100% 87% 6.91
94% 36 35 97% 92% 6.19
100% 36 34 94% 84% 6.39
94% 36 31 86% 84% 6.00
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
94% 36 33 92% 89% 6.08
100% 36 33 92% 81% 6.17
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
94% 36 36 100% 93% 6.25
100% 36 36 100% 88% 6.03
94% 36 35 97% 87% 6.19
82% 36 35 97% 86% 6.24

94% 36 27 75% 62% --

100% 36 33 92% 87% -

#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
100% 36 33 92% 81% -
65% 36 23 64% 62% 4.54
59% 36 24 67% 58% --
 Oct-13

No. of No. of No. of

No. of No. of Compliance
KPIs Compliance Controls Applicabl
KPIs Controls to Controls
Applicabl to KPIs (%) Applicabl e Practice
Defects Defects (%)
e e docs

12 0 100% 25 2 92% 33
14 2 86% 25 2 92% 31
14 0 100% 25 1 96% 33
14 0 100% 25 0 100% 33
11 3 73% 25 6 76% 32
13 1 92% 25 4 84% 32
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
14 3 79% 25 2 92% 33
13 0 100% 25 3 88% 32
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
14 0 100% 25 2 92% 33
14 0 100% 25 2 92% 33
13 2 85% 25 3 88% 32
14 3 79% 25 3 88% 32

7 0 100% 22 2 91% 30

9 0 100% 24 2 92% 31
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
13 0 100% 25 2 92% 31
11 3 73% 22 3 86% 25
13 4 69% 25 4 84% 31
 Oct-13
Compliance
No. of No.of PMMS No. of
to Overall No. of PMMS Compliance
Practice Controls PMMS
Process SD / IM Controls %
docs (Technology) Controls
Documents DA Index (Technology) (Technology)
defects Met (People)
(%)
0 100% 97% 65 58 89% 17
0 100% 94% 65 51 78% 17
0 100% 99% 65 50 77% 17
0 100% 100% 65 57 88% 17
0 100% 87% 65 48 74% 17
0 100% 93% 65 52 80% 17
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
0 100% 93% 65 56 86% 17
0 100% 96% 65 45 69% 17
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
0 100% 97% 65 58 89% 17
0 100% 97% 65 51 78% 17
0 100% 93% 65 52 80% 17
0 100% 92% 65 52 80% 17

0 100% 97% 65 30 46% 17

0 100% 97% 65 53 82% 17

#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
0 100% 97% 65 45 69% 17
2 92% 86% 65 39 60% 17
7 77% 78% 65 34 52% 17
 No.of No.of
No. of Overall
PMMS PMMS
Compliance % PMMS Compliance % SD/ IM
Controls Controls TCSAT
(People) Controls (Process) Maturity
(People) (Process)
(Process) Index
Met Met
17 100% 36 32 89% 91% 6.94
16 94% 36 35 97% 86% 6.30
17 100% 36 36 100% 87% 6.91
16 94% 36 35 97% 92% 6.19
17 100% 36 34 94% 84% 6.39
16 94% 36 31 86% 84% 6.00
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
16 94% 36 33 92% 89% 6.08
17 100% 36 33 92% 81% 6.17
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
16 94% 36 36 100% 93% 6.25
17 100% 36 36 100% 88% 6.03
16 94% 36 35 97% 87% 6.19
14 82% 36 35 97% 86% 6.24

16 94% 36 27 75% 62% --

17 100% 36 33 92% 87% -

#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
17 100% 36 33 92% 81% -
11 65% 36 23 64% 62% 4.54
10 59% 36 24 67% 58% --
 Nov-13

No. of No. of
No. of No. of Compliance
KPIs Compliance Controls
KPIs Controls to Controls
Applicabl to KPIs (%) Applicabl
Defects Defects (%)
e e

12 0 100% 25 2 92%
14 2 86% 25 2 92%
14 0 100% 25 1 96%
14 0 100% 25 0 100%
11 3 73% 25 6 76%
13 1 92% 25 4 84%
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
14 3 79% 25 2 92%
13 0 100% 25 3 88%
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
14 0 100% 25 2 92%
14 0 100% 25 2 92%
13 2 85% 25 3 88%
14 3 79% 25 3 88%

7 0 100% 22 2 91%

9 0 100% 24 2 92%
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
#DIV/0! #DIV/0!
13 0 100% 25 2 92%
11 3 73% 22 3 86%
13 4 69% 25 4 84%
 Nov-13
Compliance
No. of No. of No.of PMMS
to Overall No. of PMMS Compliance
Applicabl Practice Controls
Process SD / IM Controls %
e Practice docs (Technology)
Documents DA Index (Technology) (Technology)
docs defects Met
(%)
33 0 100% 97% 65 58 89%
31 0 100% 94% 65 51 78%
33 0 100% 99% 65 50 77%
33 0 100% 100% 65 57 88%
32 0 100% 87% 65 48 74%
32 0 100% 93% 65 52 80%
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
33 0 100% 93% 65 56 86%
32 0 100% 96% 65 45 69%
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
33 0 100% 97% 65 58 89%
33 0 100% 97% 65 51 78%
32 0 100% 93% 65 52 80%
32 0 100% 92% 65 52 80%

30 0 100% 97% 65 30 46%

31 0 100% 97% 65 53 82%

#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
31 0 100% 97% 65 45 69%
25 2 92% 86% 65 39 60%
31 7 77% 78% 65 34 52%
 No.of No.of
No. of No. of Overall
PMMS PMMS
PMMS Compliance % PMMS Compliance % SD/ IM
Controls Controls
Controls (People) Controls (Process) Maturity
(People) (Process)
(People) (Process) Index
Met Met
17 17 100% 36 32 89% 91%
17 16 94% 36 35 97% 86%
17 17 100% 36 36 100% 87%
17 16 94% 36 35 97% 92%
17 17 100% 36 34 94% 84%
17 16 94% 36 31 86% 84%
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
17 16 94% 36 33 92% 89%
17 17 100% 36 33 92% 81%
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
17 16 94% 36 36 100% 93%
17 17 100% 36 36 100% 88%
17 16 94% 36 35 97% 87%
17 14 82% 36 35 97% 86%

17 16 94% 36 27 75% 62%

17 17 100% 36 33 92% 87%

#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
#DIV/0! #DIV/0! #DIV/0!
17 17 100% 36 33 92% 81%
17 11 65% 36 23 64% 62%
17 10 59% 36 24 67% 58%
TCSAT

6.94
6.30
6.91
6.19
6.39
6.00

6.08
6.17

6.25
6.03
6.19
6.24

--

-
4.54
--
 PMO Initiatives

Implementation
Project Name
Status

Unitech Completed
Wipro BPO Completed
HDFC Bank Completed
Axis Bank Completed
ESIC Completed
TATA AIG Completed
Aircel LTD Completed
Dial Completed
HDFC Life Completed
Bharati CCT2 Completed
Max Life Insurance Corporation Completed
Dena Bank Completed
HMEL Completed
Mattel Completed
Suzlon Energy LTD Completed
Central Bank of India Completed
Union Bank of India Completed
 Program Governance
Effectiveness Index (%)

98%
86%
89%
72%
92%
86%
96%
98%
67%
92%
70%
91%
54%
79%
75%
71%
67%
 DA for Service Desk / Incident Mgmt - Telecom Vertical Status Dashboard

Vertical - multiple -

Count - Project / Function Name Scope

Initiative / SIP Name In Scope Not In Scope Total Result
DA - Service Desk / Incident Mgmt 6 3 9
Total Result 6 3 9

Scope In Scope
Vertical - multiple -

Implementation Status Sum - Implementation Status

Completed
WIP
Total Result

Program Governance - Telecom Vertical Status Dashboard

Vertical Telecom

Count - Project Name Scope

Initiative / SIP Name In Scope Total Result
Program Governance 6 6
Total Result 6 6

Scope In Scope
Vertical Telecom

Implementation Status Sum - Implementation Status

Completed
On hold
Total Result
tus Dashboard DA for Service Desk / Incident Mgmt - BFSI Vertical Status Da

Vertical - multiple -

Count - Project / Function Name Scope

Initiative / SIP Name In Scope
DA - Service Desk / Incident Mgmt 15
Total Result 15

Scope In Scope
Vertical - multiple -

Implementation Status Sum - Implementation Status

Completed
WIP
On hold
Under Transition
Total Result

hboard Program Governance - BFSI Vertical Status Dashboard

Vertical BFSI

Count - Project Name Scope

Initiative / SIP Name In Scope
Program Governance 13
Total Result 13

Scope In Scope
Vertical BFSI

Implementation Status Sum - Implementation Status

Completed
On hold
Under Transition
Planned in Q4
Total Result
BFSI Vertical Status Dashboard DA for Service Desk / Incident Mgmt - Enterprise V

Vertical

Count - Project / Function Name

Not In Scope Total Result Initiative / SIP Name
1 16 DA - Service Desk / Incident Mgmt
1 16 Total Result

Scope
Vertical

- Implementation Status Implementation Status

Completed
WIP
On hold
Under Transition
Total Result

ertical Status Dashboard Program Governance - Enterprise Vertical

Vertical

Count - Project Name

Total Result Initiative / SIP Name
13 Program Governance
13 Total Result

Scope
Vertical

- Implementation Status Implementation Status

Completed
On hold
Under Transition
Planned in Q4
Total Result
dent Mgmt - Enterprise Vertical Status Dashboard DA for Service Desk / Incident M

- multiple -

Scope
In Scope Total Result
12 12
12 12

In Scope
- multiple -

Sum - Implementation Status

nce - Enterprise Vertical Status Dashboard Program Governance - I

Enterprise

Scope
In Scope Total Result
11 11
11 11

In Scope
Enterprise

Sum - Implementation Status

DA for Service Desk / Incident Mgmt - IT/ITES/Goverment Vertical Status Dashboard

Vertical - multiple -

Count - Project / Function Name Scope

Initiative / SIP Name In Scope Total Result
DA - Service Desk / Incident Mgmt 6 6
Total Result 6 6

Scope In Scope
Vertical - multiple -

Implementation Status Sum - Implementation Status

Completed
On hold
WIP
Total Result

Program Governance - IT/ITES/Government Vertical Status Dashboard

Vertical IT / ITES / Government

Count - Project Name Scope

Initiative / SIP Name In Scope Total Result
Program Governance 5 5
Total Result 5 5

Scope In Scope
Vertical IT / ITES / Government

Implementation Status Sum - Implementation Status

Completed
WIP
On hold
Planned in Q4
Total Result
l Status Dashboard

s Dashboard
 Compliance to KPIs (%)
Implementation
Project Name
Status
Jan Feb

Unitech Completed ND ND
WT IMG Completed 93% 93%
Wipro BPO Completed 100% 100%
TATA AIA Completed ND ND
ESIC Completed 64% 73%
HMEL Completed 77% 85%
Yes Bank Completed ND ND
Aircel LTD Completed 72% 69%
Aditya Birla Financial Group Completed ND ND
Mattel Completed 93% 86%
Max Life Insurance Corporation Completed ND ND
HDFC Life Completed ND ND
Dial Completed 100% 100%
Bharati CCT2 Completed 100% 89%
Credit Suisse Completed 92% 92%
Punjab Excise Completed 75% 63%
Ernst & Young Completed 91% 91%
Avantha - APIL Completed 100% 100%
Indus Towers Completed NA 89%
Punjab & Sind Bank Completed NA 82%
 Compliance to Controls Compliance to Process Overall SD/IM DA Index
iance to KPIs (%)
(%) Documents (%) (%)

Mar Jan Feb Mar Jan Feb Mar Jan Feb Mar

ND ND ND ND ND ND ND ND ND ND
93% 92% 92% 92% 100% 100% 100% 96% 96% 96%
100% 96% 96% 96% 100% 100% 100% 99% 99% 99%
ND ND ND ND ND ND ND ND ND ND
73% 84% 84% 88% 100% 100% 100% 88% 90% 91%
100% 88% 88% 92% 100% 100% 100% 91% 93% 97%
ND ND ND ND ND ND ND ND ND ND
77% 92% 92% 92% 100% 100% 100% 93% 91% 93%
ND ND ND ND ND ND ND ND ND ND
86% 96% 92% 96% 100% 100% 100% 97% 94% 96%
ND ND ND ND ND ND ND ND ND ND
ND ND ND ND ND ND ND ND ND ND
100% 91% 95% 91% 100% 100% 100% 97% 98% 97%
100% 96% 100% 96% 100% 100% 100% 98% 98% 98%
83% 84% 84% 80% 100% 100% 100% 93% 93% 90%
88% 91% 91% 91% 100% 100% 100% 94% 92% 95%
91% 86% 86% 86% 100% 100% 100% 93% 93% 93%
100% 86% 86% 100% 53% 53% 53% 74% 74% 78%
84% NA 83% 78% NA 72% 72% NA 81% 77%
91% NA 83% 79% NA 61% 100% NA 72% 91%
 Maturity Level
Implementation (Technology)
Project Name
Status
Jan Feb

Unitech Completed 89% 89%

WT IMG Completed 78% 78%
Wipro BPO Completed 77% 77%
TATA AIA Completed 88% 88%
ESIC Completed 74% 75%
HMEL Completed 78% 78%
Yes Bank Completed 86% 86%
Aircel LTD Completed 69% 69%
Aditya Birla Financial Group Completed 89% 89%
Mattel Completed 78% 78%
Max Life Insurance Corporation Completed 80% 80%
HDFC Life Completed 80% 80%
Dial Completed 46% 46%
Bharati CCT2 Completed 82% 82%
Credit Suisse Completed 74% 74%
Punjab Excise Completed 48% 55%
Ernst & Young Completed 54% 54%
Avantha - APIL Completed 62% 63%
Indus Towers Completed NA 60%
Punjab & Sind Bank Completed NA 57%
aturity Level Maturity Level Maturity Level Overall SD/IM Maturity
Technology) (People) (Process) Index (%)

Mar Jan Feb Mar Jan Feb Mar Jan Feb Mar

89% 100% 100% 100% 89% 89% 89% 91% 91% 91%
78% 94% 94% 94% 97% 97% 97% 86% 86% 86%
77% 100% 100% 100% 100% 100% 100% 87% 87% 87%
88% 94% 94% 94% 97% 97% 97% 92% 92% 92%
75% 100% 100% 100% 94% 94% 94% 84% 85% 85%
78% 100% 100% 100% 89% 89% 92% 85% 85% 86%
ND 94% 94% ND 92% 92% ND 89% 89% ND
69% 100% 100% 100% 92% 92% 92% 81% 81% 81%
89% 94% 100% 100% 100% 100% 100% 93% 94% 94%
78% 100% 100% 100% 100% 100% 100% 88% 88% 88%
80% 94% 94% 94% 97% 97% 97% 87% 87% 87%
ND 82% 82% ND 97% 97% ND 86% 86% ND
46% 94% 94% 94% 75% 75% 75% 62% 62% 62%
82% 100% 100% 100% 92% 92% 92% 87% 87% 87%
74% 82% 82% 82% 83% 83% 83% 78% 78% 78%
55% 94% 94% 94% 89% 92% 92% 67% 72% 72%
54% 94% 94% 94% 89% 89% 89% 70% 70% 70%
63% 82% 82% 82% 89% 89% 89% 73% 74% 74%
60% NA 59% 59% NA 89% 89% NA 69% 69%
57% NA 29% 35% NA 61% 72% NA 54% 58%
 TCSAT Score
Project / Function Name (1 - 7 Scale)

Project / Function Name Oct Nov

Unitech 6.94 7.00

WT IMG 6.58 6.41
Wipro BPO 6.57 6.63
TATA AIA 6.28 6.21
ESIC 6.48 6.45
HMEL 6.28 6.59
Yes Bank 5.90 6.08
Aircel LTD 5.19 5.80
Aditya Birla Financial Group 6.30 6.24
Mattel 5.95 5.98
Max Life Insurance Corporation 6.17 6.12
HDFC Life 6.14 6.23
Dial NA NA
Bharati CCT2 NA NA
Aviva 6.47 4.17
Saudi Airlines 6.62 ND
Credit Suisse 6.82 6.80
Punjab Excise NA NA
Ernst & Young 6.23 6.23
Avantha - APIL 6.00 6.00
 Major Incident No. Open audit No. Open
CSAT Score
Effectiveness Index (%) Findings on Compliants on
(1 - 7 Scale)
(NA indicates = Zero MI ) SD / IM Process SD / IM Process

Dec Oct Nov Dec - -

6.96 NA NA NA Nil Nil

6.08 83% 100% 98% Nil Nil
6.79 100% 100% 100% Nil Nil
6.38 NA NA 100% Nil Nil
6.45 NA NA NA Nil Nil
5.60 NA 67% 67% Nil Nil
ND NA NA ND Nil Nil
6.03 100% 93% 73% Nil Nil
6.22 NA NA NA Nil Nil
6.10 100% 100% 100% Nil Nil
6.15 NA NA NA Nil Nil
ND NA NA ND Nil Nil
NA NA NA NA Nil Nil
NA 100% 95.45% NA Nil Nil
4.74 NA NA NA Nil Nil
ND 100% ND ND Nil Nil
6.90 NA 47% NA Nil Nil
NA 100% 100% 100% Nil Nil
6.23 NA NA NA Nil Nil
6.00 67% NA NA Nil Nil
 Compliance to KPIs (%)
Implementation
Project Name
Status
Sep Oct Nov

ESIC Completed 73% 73% 73%

Yes Bank Completed 91% 64% 86%
Aircel LTD Completed 100% 77% 77%
Aditya Birla Financial Group Completed 86% 71% 79%
Mattel Completed 93% 79% 71%
Credit Suisse Completed 83% 83% 83%
Punjab Excise Completed 78% 63% 63%

Target Sep-13 Oct-13

Abandoned call Rate 3% 3.75% 4.38%

Incidents responded
within agreed SLA
norms 100% 99% 99%

ESIC Incidents resolved

within agreed SLA
norms

100% 99% 99%

Abandoned call Rate <=5% 3.90% 5.27%

Yes Bank
Yes Bank

Remote call closure. 75% 73% 71%

Aircel >=6 6.07 5.19

TCSAT

Remote call closure. 75% 75.12% 71.10%

Incidents resolved
within agreed SLA
ABFSG norms 96% 95.00% 92.67%

VIP Incidents resolved

within agreed SLA
norms 96% 94.00% 95.00%
 Incidents resolved
within agreed SLA 98% 96% 96%
norms

Mattel VIP Incidents resolved

within agreed SLA 98% 90% 100%
norms

Transactional CSAT
>=6 6.02 5.95
Score

Incidents resolved
within agreed SLA 99.50% 95.50% 90.82%
norms
Credit Suisse
VIP Incidents resolved
within agreed SLA 99.50% 93.40% 91.24%
norms

Abandoned call Rate <=1% 0.5% 2%

Incidents responded
within agreed SLA 100% 97% 98%
Pujab Excise norms
Incidents resolved
within agreed SLA 93% 68% 83%
norms
 Project Name

ESIC
Yes Bank
Aircel LTD
Max Life Insurance Corporation
HDFC Life

Nov-13

3.47%

99%

ESIC

99%

5.88%
 66%
Yes bank

5.80

Aircel

74%

93.66%

95.00%
MLIC
 95%

HDFC Life

96%

5.98

96.22%

100.00%

1.7%

99%

64%
 Compliance to Controls (%)
Implementation
Status
Sep Oct Nov

Completed 80% 84% 84%

Completed 88% 88% 92%
Completed 88% 84% 88%
Completed 80% 80% 80%
Completed 80% 84% 88%

Control Sep-13 Oct-13 Nov-13

% of Incidents
logged by users
through Web 15% 12% 13%
(Ticketing Tool)
directly

% of Incidents
Categorized & 88% 77% 75%
Prioritized correctly

% of pending
Incidents updated
with latest progress
update &
47% 52% 53%
communicated to
end users regularly
as per communtion
plan

% of tickets covered
for Transaction CSAT
10% 11% 10%
feedback

Number of Service
desk resources
onboard as per Plan 90% 95% 100%
(MPT)
 % of pending
Incidents updated
with latest progress
update &
94% 90% 93%
communicated to
end users regularly
as per communtion
plan

% of tickets covered
for Transaction CSAT
feedback
27% 26% 29%

Number of Service
desk resources
onboard as per Plan 90% 90% 90%
(MPT)
% of standard script
usage while
responding to 99% 99% 100%
customer telephone
calls

% of Incidents
logged by users
through Web 36% 43% 35%
(Ticketing Tool)
directly
% of standard script
usage while
responding to 97% 98% 97%
customer telephone
calls

% of Incidents
Categorized & 93% 96% 94%
Prioritized correctly

% of Incidents
allocated to right
available support 96% 96% 97%
staff at the first
attempt
% of tickets covered
for Transaction CSAT
7.50% 9.43% 3.00%
feedback

Number of Service
desk resources
onboard as per Plan
(MPT) 88% 88% 88%
% of pending
Incidents updated
with latest progress
update &
communicated to
end users regularly
as per
communication plan /
SOW.
96% 95% 93%
 Compliance to KPIs (%)
Implementation
Project Name
Status
Jan Feb Mar Apr

Aircel LTD Completed

88% 75% 88% 75%

Maturity Level
Implementation (Technology)
Project Name
Status
Jan Feb Mar Apr

Aircel LTD Completed 74% 74% 74% 74%

 Compliance to Process
Compliance to Controls (%) Overall Change DA Index (%)
Documents (%)

Jan Feb Mar Apr Jan Feb Mar Apr Jan Feb

94% 100% 100% 100% 100% 100% 100% 100% 94% 94%

Maturity Level Maturity Level Overall Change Maturity Index

(People) (Process) (%)

Jan Feb Mar Apr Jan Feb Mar Apr Jan Feb

88% 88% 88% 100% 95% 95% 95% 95% 85% 85%
all Change DA Index (%)

Mar Apr

97% 94%

ll Change Maturity Index

(%)

Mar Apr

85% 88%