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  • Plans & Initiatives: JUNE - SEP 2007

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    Vivek Bela
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    The document outlines several plans and initiatives for a passion team from June to September 2007. It includes 5 passion plans focusing on reducing FOPS percentage, cutting down turnaround times, enhancing knowledge of staff, improving relationships between GOs and SCs, and increasing paid ratios. It also lists initiatives to take the Surat SC to new avenues, support agents, develop operations teams, track performance, and promote fun and engagement for employees. Key performance targets include FOPS less than 1%, TAT less than 3 days, 95% paid ratio, and minimum 450 reward points per month.

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    Plan3-Darsh

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    The document outlines several plans and initiatives for a passion team from June to September 2007. It includes 5 passion plans focusing on reducing FOPS percentage, cutting down turnaround times, enhancing knowledge of staff, improving relationships between GOs and SCs, and increasing paid ratios. It also lists initiatives to take the Surat SC to new avenues, support agents, develop operations teams, track performance, and promote fun and engagement for employees. Key performance targets include FOPS less than 1%, TAT less than 3 days, 95% paid ratio, and minimum 450 reward points per month.

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    Download as PPT, PDF, TXT or read online from Scribd
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    7 views16 pages

    Plans & Initiatives: JUNE - SEP 2007

    Uploaded by

    Vivek Bela
    The document outlines several plans and initiatives for a passion team from June to September 2007. It includes 5 passion plans focusing on reducing FOPS percentage, cutting down turnaround times, enhancing knowledge of staff, improving relationships between GOs and SCs, and increasing paid ratios. It also lists initiatives to take the Surat SC to new avenues, support agents, develop operations teams, track performance, and promote fun and engagement for employees. Key performance targets include FOPS less than 1%, TAT less than 3 days, 95% paid ratio, and minimum 450 reward points per month.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
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    of 16

    PLANS & INITIATIVES

    JUNE SEP 2007

    IF YOU DONT PLAN YOU WILL FALL IN SOME ONE ELSES PLAN & GUESS WHAT THERES NOTHING MUCH FOR YOU

    PASSION PLAN -1
    WHAT

    FOPS % TO BE LESS THAN 1% FOR THE QUARTER.


    HOW

    Only crystal clear forms to be sent for further processing.


    Product and process refreshment training to all team member on regular basis. CSE wise FOPs analysis on weekly basis,which will create awareness for types of discps marked by HO and area needs to improve.

    PASSION PLAN -2
    WHAT
    GO ACTIONABLE S I.E (ADDINFO ,COUNTEROFFER ,FOPS) OVERALL TAT TO BE CUT DOWN TO LESS THAN 3 DAYS AT 90TH PERCENTILE.

    HOW
    Follow ups to be done twice a day by telecaller.

    One Spoc has been placed to monitor GO actionable bucket who will look after timely movement and telecalling to reduce TAT.
    Weekly validation to be done by AM for GO actionable to control the same. GO and AP wise GO actionable TAT to be published on monthly basis, which will create competition. No pending cases >7 days ageing in Auto premium bucket (chequebounce/SP).

    PASSION PLAN-3
    WHAT KNOWLEDGE ENHANCEMENT OF ALL SC TEAM HOW All out-source staff to be trained for QC by June end with least Fops. All CSE to be trained for all buckets and processes by end of this quarter.

    PASSION PLAN -4
    WHAT BETTER UNDERSTANDING RELATION between GO and SC HOW Focus visit to be conducted every month to GOs to streamline the process between SC and GO.

    PASSION PLAN -5
    What Overall Paid ratio to not to be less than 95%. 100% paid ratio for EC-CEO cases. HOW Separate SC SPOC for individual GOs for better process & increase paid ratio. separate tracker to be made for easy follow-ups of council cases.2 spoc will be taking care of the same.

    INITIATIVE
    Taking Surat SC to New Avenues
    Every month Surat SC NB team will score minimum 450 points for R & R Awards New SC office set-up & convert Surat SC to the most energetic & Spirited SC. ISO process to be implemented at all Gos.

    INITIATIVES For Agents


    JANTA KI ADALAT to be introduced ,monthly meetings with selected performing agents & sales managers to interact on each others expectation & support needed .(data to be collected from GO AMS)

    INITITATIVES For Ops Team Development


    AML concept training & tests to be made compulsory for entire team. SC CSEs to complete their Licentiate by year end 07. Cross learning Sessions.

    INITIATIVES For Performance Tracking


    Job sheets to be introduced for better knowledge & enhancement of individual & team performance .
    Dashboard to be published to GO heads on monthly basis to create competitions between GOs.

    INITIATIVES
    FUN AT WORK
    Day trip to be planned for SC team in the next quarter Over night trip to be planned for Surat region ops team.

    Monthly Activities
    Telephone Etiquette will be checked twice in a month. Punctuality will be tracked on weekly basis. MTM -- Monday team meetings to be introduced for better knowledge of team & individual expectations.

    Employee Engagement Program's


    Monthly Rewards & Recognitions. Quarterly Sizzerls.

    Regular Compensatory Offs.


    Suggestion Box. New Plans & initiatives will be framed after consent of all Team members. Trips/Outing/Gathering on regular basis.

    THANK YOU

    WHAT MAKES & HOW PASSION TEAM WINS

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