Aegis ACEAchieving Continuous Excellence…

Prepared by: Krishna Kumar K

Book Review Presentation

Date :17/05/2010

The One Minute Manager

The 1 Minute Manager - One Minute Goal Setting

• One Minute Goal Setting

Streamline Cap Planning Activities for Diverse Accounts.

- Implementation

Revised Planners according to SLA ,

Created Different Planners for LA , SL and FTE models

Delegated to according to accounts handled .

Expectation set on Impact ,Importance and Timelines .

- Challenges

Convince Team On the Need to plan according to Business Requirement.

Time Constraints after regular activities

-Result

All Planners Published on timelines according to Business requirement

The 1 Minute Manager - One Minute Goal Setting

“ FEEDBACK IS THE BREAKFAST OF THE CHAMPIONS’’

AT All Points of Time expectations were that continuous reviews would happen and feed back process would be complete .

The 1 Minute Manager - One Minute Reprimand

•Cap Planning Activity was happening according to Pan India Template .

•Template was uniform across businesses irrespective of the type of business .

•Planners were not able to deliver exactly according to Business requirements

The 1 Minute Manager - One Minute Praising

•Staff Planners assigned a specific owner.

•Planning done by the person who handles the account.

•Planners vary according to business needs.

All Planners Published On Time and According to Need .

The 1 Minute Manager - One Minute Reprimand

AHT Forecast Accuracy

96.42%91.80%

98.93% 97.50% 96.01%99.62% 97.97% 99.20%

98.31%

98.33%

99.10%

99.73%99.64% 99.49%

0.00%

20.00%

40.00%

60.00%

80.00%

100.00%

120.00%

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% AHT Forecast Accuracy

LCL

UCL

One Minute Repremand

The 1 Minute Manager - One Minute Praising

AHT Forecast Accuracy

96.42%91.80%

98.93% 97.50% 96.01%99.62% 97.97% 99.20%

99.49%99.64%99.73%

99.10%

98.33%

98.31%

0.00%

20.00%

40.00%

60.00%

80.00%

100.00%

120.00%

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2010

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% AHT Forecast Accuracy

LCL

UCL

One Minute Praising

The 1 Minute Manager - One Minute Reprimand

0%

2%

4%

6%

8%

1 3 5 7 9 11 13 15 17 19 21 23 25 27 29 31 33 35 37 39 41 43 45 47

Sun P Sun Volume

0%

1%

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8%

1 3 5 7 9 11 13 15 17 19 21 23 25 27 29 31 33 35 37 39 41 43 45 47

Mon P Mon Mon V

0%

1%

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7%

1 3 5 7 9 11 13 15 17 19 21 23 25 27 29 31 33 35 37 39 41 43 45 47

Tue P Tue Tue V

Analysis done to compare Staffed vs required vs scheduled .

Graphs could be understood only by experts .

The 1 Minute Manager - One Minute Praising

SUMMARY

“The best minute I spend is the one I invest in people.”

Take away

Thank You