Organization’s Expectations:
An associate should be 100% committed to their work assigned and should strive to achieve more than the responsibilities assigned to them. They should be willing to do “whatever it takes” to make the project succeed.
Apart from fulfilling customer’s needs, associates should try to be more proactive and provide out-of-box ideas/solutions to their customers. Customer satisfaction should be always to put achieve more than the intended targets.
Each associate should set a goal for themselves, a goal for their team. These goals must be announced within their team and each individual should make every effort to achieve these goals.
Each associate should not limit themselves to mere team member role but try to sell their work to the customers and try to get in as much revenue/business opportunities to their company. Any ray of light visible should be communicated to their managers and acted upon to pursue with the customer to increase their scope of work
An associate should be communicative and express their thoughts, share their concerns and provide feedback to their managers, peers. Any suggestions, ideas that increase productivity or customer delight or concerns which can cause negative trend should be immediately discussed with their managers.
- Placing Team before individual:
Associates should always work as a team and ignore personality differences , avoid ego clashes and place team before themselves. At any moment, an associate should always think that they represent the entire organization and they represent the company’s face to the outside world.
An Associate should realize that their benefits or experience in the organization are likely to differ from other associates. One should not expect that everyone’s tenure and growth in the company to be alike and in fact, appreciate the fact that there are likely to be differences on each associate is treated in the company.
Each associate should mentor fellow associates and share their experiences/knowledge gathered over a period of time. The knowledge sharing need to be restricted to a technical competency!
Wealth creation is incomplete unless it contributes to the improvement of society. The Social responsibilities are what the company should or might do to tackle and solve problems of the society. Associates should actively participate in CSR activities.
Associate’s Expectations:
A roadmap should be defined for each associate and tracked on a quarterly basis. These roadmaps should be created keeping in mind the associate’s interest of work, knowledge & skill level and current scope of work in their respective projects.
A bi-weekly interaction between a manager and his team, a monthly interaction with a HR and his unit and Quarterly interaction with the unit head would make the employees feel as a part of the unit and bind them together.
Effective communication channels should be established wherein the changes in the Project, team, Unit or Organization are immediately communicated to the team. There should be monthly mailers from the Unit directors which should detail out on how the unit is performing (good or bad) and how an employee as an individual could strive forward to achieve the unit’s goals.
An associate’s career progress should be taken up on a quarterly basis and the performance reviews should be conducted every 6 months. Performance improvement should be process rather than being an annual event.
The performance reviews and ratings should be transparent. The parameters defined to judge an associate as a Star performer should be same for all associates. These parameters should be defined before the process starts and discussed during the Appraisal process.
Associate satisfaction Survey’s should be conducted periodically to access their satisfactions level in their current project, feedback on their Manager’s and how they feel about the company progress
- Survey Results Action Plans:
Action plans should be created and tracked for each of the parameters which the associates have set low scores. These Action plans should be targeted at increasing the scores for these parameters for the next quarter. It should also have appropriate milestones with approximate Date of completion and Owner for each action item.
An associate should be appreciated for their efforts on their job done well. Praise should not be something only being reserved for high performers or outstanding candidates and must be given to all worthy associates.
To develop their skills to a full potential, sufficient trainings should be provided to the Associates. Associates feel confident about their abilities if they are provided with sufficient trainings to hone their skills. It also makes them feel that the organization cares for their professional growth and intend to secure their future.
Managers should ensure that they have a fortnightly meeting with their teams and a weekly status meeting/call with the team lead or a team representative to find out about the team’s progress and communicate customer’s feedback to the team members.
- Peer & Manager Feedback System:
We should have Peer & Manager level feedback system when judging employees for Appraisals/Promotions. An anonymous feedback should be collected from peers & manager about an associate’s role. Since an associate spends his maximum time with the team, the team would provide accurate and unbiased opinion about his performance as well as behavioral attitudes.