Index

1. Index • Title. • Vision. • Mission. • Critical areas identified. • Top priorities areas planned. • Approach for achievement. • Major activities planned. • Outcome with advantages. • Feedback received.

3. Vision Exceeding Expectations of the Customers with Human Excellence & Service Culture Creation Through Continuous Improvement and Personal Effectiveness Programmes

4. Manage tasks Major breakthroughs Will this improve profits Some how do it Manage people Small continuous improvements Will it improve customer satisfaction Right first time Mission – Change Implementation From To

5. Critical Areas Identified based on Need Analysis • Individual Accountability with Responsibility. • Acknowledgement and Response to Communication. (Written, E-mail, Phone calls) • Customer Delight through Internal Customers. • Standardization of work practices. (write what you do and do what you write) • Building Fact based and Sales driven organization with continuous customer link.

6. Critical Areas Identified based on Need Analysis • Proactive Communication. (Customers) • Flexibility for Change Acceptance and implementation through • Learning computer applications • Verbal and Written Communication in English • Knowledge updates for Multiskilling. • Etiquettes for creating “Corporate Image” and First Everlasting Impression.

7. Critical Areas Identified based on Need Analysis • Managing Self by changing Habits : • Time management • Reading inspirational Books and News. • Filing system in rack and in Computer. • Managing and Controlling Anger and Ego. • Team work for ideas generation and Implementation with Respect and Trust. • Always wanted person (Indispensable) (Building Employee Brand)

8. Top Priority Areas Planned for Improving Effectiveness • Time Management • Individual Accountability with Responsibility. • Reducing Ego and Conflicts through clarity of Vision and removing departmental boundaries.

9. Approach for Achievement • Imparting Training and taking feedback to capitalize the same for increasing organizational effectiveness and improving individual efficiency. • Action plan and Implementation of action plan with the support of Employees , Departmental heads and Top management during weekly interaction and feedback. • Evaluation of concern areas for checking improvements based on commitments and actual implementation.

10. Major Activities for Achieving Results • Introduction and Awareness building through involvement of the entire staff by sharing strength of the company, vision and need of the hour. • Monthly training imparted with the involvement at all levels. (Top management to Care takers) • Meeting individuals and teams for • Understanding current situation. • Finding probable root cause through analysis. • Preparing action plan for increasing effectiveness.

11. Major Activities for Achieving Results • Identification and minimization of non value added activities producing waste to provide value for money to the customers. • Key people in each department has been identified and trained for Presentation skills enhancement to create self confidence and also providing seniors to invest more time in Imperative and Value added areas. • Creation of job responsibility matrix to ensure prioritization of work and individual value addition.

12. Major Activities for Achieving Results • Cross functional Meetings (CFT) of different teams for improving information exchange and proactive communication. • Streamlining of Performance appraisal process through analysis and benchmarking leading companies. • Establishment and implementation of Best HR practices in line with External World. (Recruitment to Rewards)

13. Everyday Morning Involvement • General Assembly everyday morning involves: • Morning Motivation • Reciting Quality Policy • Prayer • Sharing Thoughts from Life Experience. Advantage : • Starting day with Positive energy. • Clear Vision and Goals for Team. • Productivity increase through Healthy Mind. • Team building and interpersonal relationships improvements through Caring, Sharing and Understanding.

14. Positive Outlook from Morning Sharing • Fear converted into Confidence. • Feeling of togetherness and Empathy. • Respect for time and sense of urgency. • Exposure to overall individual development. • Smiling face and involvement of top management and respective H.O.D is a source of energy.

15. Brain storming Process Establishments • Brain storming and involvement with individual participation for new Project and customer feedback for taking critical decisions with accuracy and speed.

16. Positive Outlook New Launch • Delegation andwork distribution with responsibility and authority for taking decisions. • Focus establishment for Internal customer Priority and Problems. • Team work in handling difficult customers. • Communications channels enhancement. • Multiskilling for achieving single goal.

17. Changes in Office Timing for increase in Productivity • Change in Office Timings including Flexibility : • 10.00 am to 6.30 pm from 10.30 am to 6.30 pm for all office staffs. (earlier different timing) • Grace period of 15 minutes once in a week from everyday earlier. • Second & fourth Saturday half day from full day. Advantage : • Importance of time as resource. • Priority and Sense of Urgency. • Reduction non value added time in the morning. • Meeting customer requirements • Cost saving (e.g. Deposit of high value cheque)

18. LSF (Learning & Solution Finding Forum) • Weekly LSF (Meeting) by Team leaders for : • Sharing important information. • Taking feedback on decisions taken. • Giving directions on major issues / Problems. Advantage : • Building Self Confidence and Trust. • Creating leaders – “Lead by Example” • Culture of Proactive Communication.

19. Job Responsibility Matrix and KRA Advantage : • To stop work duplication. • To eliminate non value added activities. • Priority decision at Company and Individual level. • Clear direction and goal achievement. • Bringing objectivity for Review Mechanism. • Clarity on Target areas and Time limit. • Optimum utilization of Resources.

20. Monthly Goal Setting • Monthly Goal Setting which includes : • Key Result Areas. • Target date for completion. • Feedback from process owner for achievement. Advantage : • Decision on Priority working. • Clarity on Target areas and Time limit. • Optimum utilization of Resources. • Synchronization for achieving organization vision with individual effectiveness.

21. Appreciation and Reward Mechanism • Best Team of the Month based on: • Internal customer satisfaction. • Financial Growth target contribution. • Personal effectiveness. • Change implementation for company’s growth. Advantage : • Culture of Cohesiveness and Trust. • Meeting expectations of rapidly changing environment. • 360 degree performance for Customer orientation.

22. Great minds at Work • Accounting Year closing Checklist from Rashmibhai along with ideas from the team. • Monthly plan vs. actual monitoring from chetanbhai for taking action at right time. • Development of presentation skills by mineshbhai and kiran so that seniors can get involved in high priority work. • Newsletter for mar’09 developed by Ms gracy. • Response form from interviewee’s designed by Ms reena. (Brand Building) • Harshil, Bhavesh and ushmaben reported before 10.00 am for all days of march’09.

23. Feedback from Seniors on Change Implementation • Increase in individual accountability and responsibility. • Reduction in communication gap with increase in speed of communication. • Increase in team work. • More time to seniors for productive work as internal communication is faster.

24. Feedback from Seniors on Change Implementation • Weekly LSF are very useful in speedy decision making and exchange of information between seniors and subordinates without fear. • Proactive communication on actual status. • Initiative to learn new things has been evolved. • Methodology of communication has improved. (e-mail)

25. Unexplored World Creation of a Human Capital Chain !!! Aligning Thoughts Inspiring Actions