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BASKET OF INDICATIVE GOALS

Indicative Goals for Team Members

Work Output
Quantity
o Increase Productivity by X % within___ timeframe (AHT, ACW,
transactions per hour or day, Schedule Adherence)
o Decrease turnaround time of each closing issues by____ time
o Volume of work target
Quality
o Maintain Quality at X % throughout the appraisal period(accuracy / error
rate / first time resolution)
o Adherence to processes (no: of non conformances to be zero)
o Timely documentation (of calls logged, learnings, process related)
o Identify suitable best practices(e.g. Methods to decrease turnaround
time) and implement them
Attendance (no: of unplanned leave)

Special Initiatives
o Identify and train other team members to perform upto role expectations
o Participate in organizing an organization wide event

Self Development Target


o Individual Learning Package
o Certifications
o Acquiring a skill relevant to organization outside the process

Indicative Goals for Team Leaders

Work Output
o Timely documentation (performance documentation, end shift reports,
quality documentation, status on deliverables, other related reports)
o Adherence to processes (no: of non conformances)
o Escalation handling (no: of escalations passed to Manager)
o Process improvements resulting in X% increase in productivity

Team Management
o Performance of team on SLAs (to meet or exceed committed SLAs)
o Attrition Rate
o No of unplanned leaves in the team
o Associate Delight Index
o Number of star performers released for upward movement from the team
o Number of trainings conducted for the team

Self Development Target


o Individual Learning Package
o Certifications
o Acquiring a skill relevant to organization outside the process

Special Initiatives
o Taking part in Quality/KM initiatives
o Contribution to company wide News letters/Intranet & Website
development
o Taking training sessions for associates outside the function / process
o Paper Presentations

Indicative Goals for Managers

Work Output
o Meeting SLA/ delivery target
o Timely documentation (performance documentation, end shift reports,
quality documentation, status on deliverables, other related reports)
o Adherence to processes (no: of non conformances)
o Escalation handling
o Process improvements resulting in X% cost saving
o Voice of Customer

Team Management
o Attrition Rate
o No of unplanned leaves in the team
o Associate Delight Index (Team morale and motivation levels)
o Leadership Index ( Satisfaction of reportees)
o Number of star performers released for upward movement from the team
o Number of trainings conducted for the team
o Timely closure of all appraisals
o Communication Index
o No: of Team Quarterly Meets not conducted
o ILP Fulfillment
o Conflicts escalated to HR / Reporting Manager
o Decreasing Non billable head count in team

Self Development Target


o Individual Learning Package
o Certifications
o Acquiring a skill relevant to organization outside the process

Special Initiatives
o Representing Organization in seminars, paper presentations, etc
o Contribution to company wide News letters/Intranet & Website
development
o Taking training sessions for associates outside the function / process
o Implementing industry best practices organization-wide

Indicative Goals for Leaders

Work Output
o Meeting Revenue / delivery target
o Timely documentation (performance documentation, end shift reports,
quality documentation, status on deliverables, other related reports)
o Adherence to processes (no: of non conformances)
o Escalation handling
o System improvements resulting in X% cost saving
o Voice of Customer
o Budget /expenditure Variance

Team Management
o Attrition Rate
o Associate Delight Index (Team morale and motivation levels)
o Leadership Index ( Satisfaction of reportees)
o Collaborative Index ( Satisfaction of other stakeholders)
o Number of star performers released for upward movement from the team
o Timely closure of all appraisals
o ILP Fulfillment
o Decreasing Non billable head count in team

Self Development Target


o Individual Learning Package
o Certifications
o Acquiring a skill relevant to organization outside the process

Special Initiatives
o Representing Organization in seminars, paper presentations, etc
o Taking training sessions for associates outside the function / process
o Implementing industry best practices organization-wide

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