DIPSTICK AUDIT (PROCESS KNOWLEDGE)

1 Background:
2 Currently only bottom percentile associates are coached in SPPR/SQPR feedback coaching mechanism, this
3 mechanism had helped teams (BLR5 & BLR7) to identify the underperformers with knowledge gaps who were ever
4 highlighted by system due to logics built for feedback mechanism in system or because of some other reasons.

5 What is Dipstick:
6 Dipstick Audit is a mechanism where L&D Team will conduct a Survey on the quality knowledge for the tenured
7 associates in the processes. (11 months & Blue badge Associates) to know knowledge level in particular function &
8 department.

9 Methodology:
10 Targeted Audience will be the Tenured Associates in the building (same as QuAT).
11 Frequency of the Audit is 15 days’ prior before entering into the Peak and Post Peak after completion of De-Hiring
12 Process.
13 L&D team (PA/ Trainer /LM) will approach Associates in person on work location and will conduct an oral quiz
14 questions based on the respective processes and update the scores in the Master Dipstick file (Refer appendix 1.0).
15 Scores given are binary (1& 0).
16 The Associates will be bucketised in 3 categories of grade Good, Average and Need Improvement based on scores
17 Refer appendix (1.1)
18 Upon Completion of the audit L&D Team will be sharing the knowledge graph for the Department. (Refer appendix
19 1.2)

20 Further Plan (Post Dipstick):

21 For AAs graded in Good best practices will be share among the FGD / Standups.
22 For AAs graded in Average, will be given a QUAT /OPL with an improvement plan, performance will be reviewed for
23 next 5 days of retraining to measure improvement graph.
24 For AAs graded in Needs improvement a retraining session will be planned and performance will be reviewed for
25 next 5 days of retraining to measure improvement graph.
26 Associate in Average and Need Improvement not showing an incremental trend will be referred to HR for coaching
27 and further actions.

28 Appendix

BLR7 Outbound
29 1.0 Sample Audit Master Sheet of Dipstick. Dipstick Master data 27th Nov 2018 Day shift..xlsx

30 1.1 Grading system

Grade 31
Marks

Good 32
14 &15

Average 11 &33
13

Need Improvement 1 to 34
10
35

Update - Dipstick
Inbound.msg
36 1.2 PFB Sample communication mail sent to Operations:

37 Developments
38 ICQA & FCD Questionnaire will be launched soon.
39 Transition from excel based tool to online portal for ease and effortless activity.