Blues Goals

Published on January 2017 | Categories: Documents | Downloads: 38 | Comments: 0 | Views: 317
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Goal 1. Service Delivery Excellence







Meet Customer SLAs, and maintain Service Level commitments to all the activities
handled for the accounts supported as per the agreed customer requirements
Follow standard repeatable, reliable and consistent processes and procedures that are
account specific. (Includes Incident, Change, Problem, Issue management etc.)
Follow the agreed/documented escalation procedures and timelines
Proactive identification of defects in the operations which are repetitive and most
common
Performing Account Focal Role

Goal 2. Quality






Ensure proper updates in ticket as per Ticket Quality review.
Thorough understanding and exhibition of Delivery Excellence and related components
and tools (PBA Analysis, Problem solving methodologies, Handoff, Swing rule etc.)
Contribute towards defect prevention

Goal 3. Compliance









100% compliance on ILC & TvC Clocking
Ensure to register and complete all global & account specific compliance education
(PCCM, Regulatory etc.)
Utilize QMX as the single repository for all process and procedure documentation.
ITSEC/WST compliance with no reminders.
Adhere to IBM Policies i.e. ITCS300, password policy, Leave policy, etc.
Adherence to shift schedule.
Adhere to all the audit readiness guidelines



Goal 4. Ideas, CI, Problem Solving




# Of Ideas generated
# Of Ideas selected for implementation (improvement in quality of idea generation)

Goal 5. Developmental Goals









Ensure and own the completion of Up skill roadmap for self
Attend and actively participate in internal/ External training sessions held by the team.
Ensure completion of internal skill/training assessment
Ensure to have a mentor
Equal ownership and participation in all skill developmental training
Ensure completion of THINK40

Goal 6. Initiative

“Employee has to define your Own initiative what you want to do for this year and
upload the Goal”

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