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  • PMS - Group 4

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    Arfa Fatima
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    The document discusses Tata Motors' vision of providing sustainable mobility solutions and creating an engaged workforce. It outlines parameters like innovation, agility, and customer satisfaction to measure performance. Tata Motors uses a 4-point rating scale for appraisals every 6 months and annually, while GE uses 360-degree feedback and a continuous appraisal process. The objectives are to enrich the employee experience, enhance engagement, and become more customer centric. Lead and lag measures are identified for employee engagement and customer centricity, with targets including improving offer to acceptance ratios and keeping attrition below 10%.

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    The document discusses Tata Motors' vision of providing sustainable mobility solutions and creating an engaged workforce. It outlines parameters like innovation, agility, and customer satisfaction to measure performance. Tata Motors uses a 4-point rating scale for appraisals every 6 months and annually, while GE uses 360-degree feedback and a continuous appraisal process. The objectives are to enrich the employee experience, enhance engagement, and become more customer centric. Lead and lag measures are identified for employee engagement and customer centricity, with targets including improving offer to acceptance ratios and keeping attrition below 10%.

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    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
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    5 views13 pages

    PMS - Group 4

    Uploaded by

    Arfa Fatima
    The document discusses Tata Motors' vision of providing sustainable mobility solutions and creating an engaged workforce. It outlines parameters like innovation, agility, and customer satisfaction to measure performance. Tata Motors uses a 4-point rating scale for appraisals every 6 months and annually, while GE uses 360-degree feedback and a continuous appraisal process. The objectives are to enrich the employee experience, enhance engagement, and become more customer centric. Lead and lag measures are identified for employee engagement and customer centricity, with targets including improving offer to acceptance ratios and keeping attrition below 10%.

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    © All Rights Reserved
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    of 13

    PMS GROUP 4

    MANUFACTURING SECTOR

    TATA MOTORS

    02
    TATA MOTORS
    VISION

    • Providing Sustainable Mobility Solutions

    • Creating a Highly Engaged


    Workforce

    Cindy La Hayes
    PARAMETERS TO MEASURE

    • Innovation

    • Agility

    • Customer Satisfaction

    • Turnover Rate
    DIFFERENCES IN PROCESS

    TATA MOTORS GE
    They use a 4-point rating scale No use of Ratings
    90-degree feedback 360-degree feedback
    Appraisal happens half-yearly & Appraisal process is continuous
    annually
    HUMAN RESOURCES

    A Balanced Philosophy – BSC


    OBJECTIVES

    • To enrich employee experience and enhance employee engagement


    • Becoming more customer centric
    Employee Engagement :Lag & Lead Measures

    Lead Measures Frequency Lag Measures Frequency


    Rewards System of competitors Annually Attrition Rate Annually
    & comparison with our own Recruitment Metrics Annually
    Review Exit Interviews NA No of communication (Town Halls, Quarterly
    Productivity Quarterly One on ones etc.)
    Employee Participation in Annually Results from Employee Bi-Annually
    Wellness Programs Engagement Surveys
    Innovation Annually Employee Complaints Bi-Annually
    Customer Centricity: Lead & Lag Measures

    Lead Measures Frequency Lag Measures Frequency


    Usage Annually NPS Bi-Annually
    Average speed of answer Bi-Annually CSAT Bi-Annually
    Average customer handling Bi-Annually Revenue Growth Annually
    time Customer Attrition Annually
    First Contact Resolution Bi-Annually
    Improve Offer to Acceptance
    Ratio

    Keep Attrition Rate within 10%


    TARGETS

    Improve ASA, AHT & FCR Scores

    Enhance the Learning Culture

    010
    BSC SCORECARD
    DIFFERENCES
    TATA MOTORS GE

    They use a 4-point rating scale ore No use of Ratings

    90-degree feedback 360-degree feedback

    Appraisal happens half-yearly & annually Appraisal process is continuous

    KPI’s in Tata are fixed on an annual basis KPI’s and targets in GE are flexible
    THANKS
    Group 4
    Aarshi Singh
    Ayush Dev
    Esika Singh
    Rashi Dhariwal
    Sahil Sehrawat
    Shruti Garg
    Tirthankar Das

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