CONCEPT NOTE ON PERFORMANCE COACHING & COUNSELING PROGRAM (PCCP)

 

OBJECTIVE

To establish a framework for improving employee performance by way of a focused approach of PCCP and laying down corrective measures and actions for non performance.

SCOPE

All employees of Wipro BPO and is applicable with effect from 1^st November 2009.

RESPONSIBILITY

1.       Supervisor as well as team member will hold equal responsibilities in ensuring that the Performance Coaching and Counseling Program (PCCP) run successfully.

2.       Account / Function Head to check for the consistency in approach at the time of issue and closure of PCCP.

3.       TED to ensure adherence to guidelines as per the PCCP Policy and process specific PCCP approach notes.

4.       Any other body authorized by TED Head to conduct random vigilance check.

GUIDELINES

PCCP is a tool to help employees work on agreed action plans and meet expected level of performance / behavior by way of receiving constant feedback and guidance from their supervisors

       TRIGGER FOR PCCP- Approach Note

All processes are required to share the PCCP approach note, covering guidelines for employees in the process undergoing On the Job training (OJT) as well as operations resource, with TED. The PCCP approach note should include customer CPMs, the weightages, the measurement criteria/ gates for assessment. In case of any changes in customer CPMs at any point in time, the PCCP guideline for the process needs to be modified and resent to TED for review and thereafter implementation on the floor. This will ensure transparency and also act as a control mechanism.

PCCP can be initiated on two aspects:

1. Performance Aspect: When the employee does not meet threshold level of performance as per the PCCP approach note.

2. Behavioral Aspect: When the employee does not exhibit expected behavior as an individual or within a group.

       APPLICABILITY

a.       All employees from operations and functions at all levels not meeting the parameters (as specified in the PCCP approach note) or outlier management identified employees.

b.       In case of function PCCP can be raised if the employee is not meeting specified KRAs or covered under fatal error.

c.       Employees who are redeployed to another process due to Business reasons and undergoing training are to be treated as new hires for the purpose of PCCP (i.e. clauses of Bench Management program as applicable).

d.       PCCP to be initiated for all OJT failures.

e.       Supervisors, who are handling OJT batches, will be put on PCCP based on OJT targets only.

   MEASUREMENT CRITERIA

Source of Data:

For Performance Issues

PCCP can be raised for not meeting declared CPM/ KRAs or any behavioral issues.

Supervisors will review data for the team, sent by the client (This is as per performance matrix and threshold performance as described in PCCP approach note and identify cases that merit PCCP on the basis of Performance Matrix at a process level. Performance Matrix to be reviewed every Quarter.)

a.       If the performance data for 3 out of 4 weeks is not met v/s target, the employee should be put on PCCP.

b.       Target for PCCP should be as per the floor target/ queue targets for the specified CPMs. e.g. if the Floor target for AHT is 20 and the agent is at 26. His/her target for successful closure of PCCP could be AHT of 20 minutes for 3 out of 4 weeks (on controlled & limited production targets).

c.       In case the Floor is not meeting the target, then average of floor scores should be taken & Agent variation should be drawn out. People who are not meeting the floor median should go on the PCCP. For agents who are better than the floor median but are not meeting the floor Target, there should be a supervisor feedback (documented) and they should also undergo training programs.

d.       The sign off on any changes on PCCP parameter to be done with consent of TED BU partner.

PCCP for Behavioral Issues

Possible reasons, though not exhaustive can be:

For Agents –

• Uniform and Excessive Absenteeism (as defined in the Disciplinary Process)
• Negligence of duty
• Inability to Exhibit Team Work
• Misconduct
• Any other behavioral inputs as may be specified in Floor Policy of Process.

For Supervisors and Above

• Lack of Coaching and Counseling
• Constructive Feedback
• Timely Performance Appraisals
• Misconduct
• Respect and Dignity
• Absenteeism

Data for behavioral issues can be raised through Exit Interview Feedback of team members, Performance of the team and Skip level meeting feedback or any other sources.

       DURATION OF PCCP

a.       PCCP duration proposed as 4 weeks with mid review after 2 weeks of PCCP.

b.       If there is status quo/ or down trending the performance at the time of mid review then PCCP can be closed as unsuccessful and employee has to be separated immediately.

c.       PCCP should be extended for a maximum period of two weeks as in exception only in cases where performance data is not available or any other extenuating reasons. Extension beyond two weeks has to be signed off by Account Head & TED Operations Head.

   PROCESS FOR PCCP & CONTROL MECHANISIM

a.       Process owner of every PCCP is the Manager of the team.

b.       Every PCCP is to be reviewed by Account Head (AVP/GM) in order to check for the consistency in approach adopted at the time of issuing PCCP.

c.       The same is again to be reviewed by them at closure of PCCP so as to see that enough support / feedback was provided to the team member concerned.

d.       In case of an Associate, the PCCP has to be reviewed by the Manager of the process on a fortnightly basis. In case of Team Leaders and above, the PCCP has to be reviewed by the Account Head (AVP/GM) of the process on monthly basis.

e.       TED will do a dipstick of the PCCPs in progress.

f.         Any behavioral PCCP should be approved by TED

   CLOSURE OF PCCP

Post evaluation by the Account Head (AVP/GM), all PCCPs will be shared with TED and closed appropriately after mutual consent.

a.       If employee’s performance data is trending positive, PCCP will be closed as successful.  For all such PCCP cleared cases will move back to regular production floor in the same process. In case process is unable to accommodate them they would fall under the Bench Management Program (the rules as applicable in the Bench Policy shall take effect to the employee for subsequent action)

b.       In case of any unsuccessful PCCP, the employee needs to be separated immediately. He/she would not be considered for BMP.

c.       If the employee goes on approved long leave (medical leave, maternity related leave, industrial injury leave or other emergency scenario) while on PCCP, his PCCP should be closed as ‘Closed due to long leave’. Once the employee returns from leave a second PCCP should be opened. In all such cases employee needs to submit all pertinent documents and take a sign off from Operations Head and TED.

If during review, it is found that the Supervisor has not supported in the learning process of the individual, as agreed, the PCCP will be considered invalid. The Supervisor will need to explain in detail the reasons why the support was not extended, basis, which, appropriate action can be taken.

  

   PENALTY

Non-adherence to the policy will have an impact on the team members and hence, is considered as gross misconduct, resulting in the following penalties for the supervisor.

• No application for STEP/ Wings Within/ Career Mosaic/ SLIDE for a period of 1 year
• Stoppage of productivity incentives for a period of 6 months
• Stoppage of attendance incentive for a period of 6 months
• No increment in the next salary review
• Termination

Authorized personnel, empowered to take disciplinary action in the case of non-adherence are the concerned AVP/ GM in consultation with TED and Functional/ BU Head.

CONFIRMATION AND PCCP

a.       Extension of confirmation should be accompanied by PCCP.

b.       If the PCCP is unsuccessful then the employee can be separated on poor performance as proposed.

PROGRESSION AND PCCP

If the employee is undergoing PCCP for the first time in his/ her current role, he/she is eligible to apply for Internal Job Posting. It is only if the employee undergoes a PCCP more than once in the current role that he/ she will not be eligible for Internal Job Posting in the current as well as the next quarter.

Sample Performance Coaching & Counseling Program Document
Date
Name
Process
Supervisor
Expected Performance Goals		Current Performance scores			Concern Areas
Coaching & Counseling Program
Improvement Area	Actions to be taken			Responsibility	Measure of success	Review date
a)
b)
c)
Signed and Agreed by	Employee			Supervisor	Reviewer

Revision History

Revised Version No.	Change Description	Revised by	Date of Release	Approved By
1.04	- PCCP for employees in OJT. - Closure of unsuccessful PCCP - Implication on Bench Management       Program	TED Corporate	28.11.2009	VP- TED