WHAT
1. Backlog of outstanding incidents
1 Run Cost Effective
2 Deliver with Speed and agility
Build a sustainable high performance
3 organization
4 Innovation & Continuous Improvement
5 Service & Quality Excellence
2. Complete RCA and provide permanent
fixes through PRB
3. Usage of standard application
solution/Operating procedure wherever
possible
4. Resuability
5. Automation
1. Deliver objects on time and with utmost
quality
2. Reduction in defect density
3. Quality compliance on coding standards
and quality
4. Resolve incidents within defined and
agreed timelines
5. Well defined and up-to-date
documentation
6. Efficient Unit testing to provide wider
coverage of available scenario
7. Reusability
1. Assure all employees have well defined
and sustainable development plan
2. Align demand with capacity planning
3. Identify & list key talent gaps
4. Mentor employees to upskill on cross-
functional areas for better utlization
1. Innovative ideas (at least 1 per quarter)
2. Continuous Improvement (measured
using improvement index)
1. Improve Customer Experience
1. Contribution (Self)
2. Contribution (Team)
 1. Contribution (Self)
2. Contribution (Team)
6 Knowledge Management 3. Utilization of knowledge material
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