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NEW Rewards and Recognition Programme 2015

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STAR Awards (Special Thanks And Recognition Awards)

Leadership inputs & Global Frame work Employee Climate Survey findings & HR Connect feedback Exit feedback

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STAR Awards Objectives



To align employee performance and achievements in line with Company’s Mission of pursuing excellence



To recognize and reward outstanding contributions & efforts, thereby to improve employee engagement, motivation, loyalty and retention



To reward performance incidents in monetary or non-monetary terms as a token of organizational recognition and appreciation



To provide guidelines to recognize value added and critical performance incidents across levels within predefined parameters



To drive culture of recognition across organization

STAR Awards Background

What are the objectives of the R&R?

The main objectives of the new R&R program is to drive excellence and reward desired behavior. It is also aimed at ensuring the right attitude within employees and enhancing performance.

Why is the Rewards and Recognition (R&R) programme being re-designed?

Based on feedback received through various modes like exit interviews, skip level meetings, HR connect meetings etc. it came to light that the current R&R program had some limitations and there was a feeling that we don’t reward enough, which were not completely supporting the objectives it was created for .

Is the new programme is completely fair and transparent?

While the intention is definitely to create a fair and transparent program there could be areas of improvement which have not been thought through. Also, current levels of measurements and comparison across processes and procedures may not be perfect. The new program has been designed with the understanding that with time it will undergo change based on the feedback received from the employees and overtime reach a level of fairness and transparency within acceptable limits.

Will different processes now be compared? That was one of the concerns we had with the current program?

While there are a certain number of awards fixed for a certain set of processes, comparison across different processes cannot be eliminated to keep the program meaningful and aspirational. All processes and procedures will be converted in the common units which makes it easier for comparison across processes / procedures. Inputs for this are based on time studies.

Again, we understand that this may not be the perfect scenario, this is a step in the right direction. With feedback and support from all employees the program will evolve into a framework which is only performance based.

HR as the main body which will govern the program has an opportunity to evaluate the nominations and winners .

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What is the criterion for winning an award?

Each award has separate criteria and the same has been defined. The criteria will be available for employees to know and understand.

What if I have grievance with some award being given? What avenues do I have to air my grievance.

Any genuine grievance will be addressed through HR in the most appropriate way. If the grievance is based on grudge then the same will not be entertained. Points of contact within HR will be provided to air your grievance and discuss the same.

Awards once given will not be re-visited.

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STAR Awards Background

Will there be separate awards for women?

As an organization we do not differentiate in anyway between men and women and the same will be true for the rewards programme too. All deserving people who satisfy the defined criteria will be eligible to win.

Will the awards be linked to appraisals or the appraisals linked to awards?

In principle the R&R programme is not directly linked to appraisals and vice versa. With performance being the key criteria between the R&R programme and appraisals there could be a tendency to confuse the tow, in practice they are not inter-related. Criteria which is applicable to R&R will be used for R&R and criteria applicable to Appraisals will be used for Appraisals.

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STAR Awards Current R&R program

Measurement criteria was not defined in detail

Comparism Table

Awards were at a fixed number and not linked to headcounts

Revised R&R program

There is a clear definition of the criteria to be used for nominating staff for every award. Measurement criteria have been defined for every award Awards will be in proportion to the number of employees in the location, so there will be scope for expansion as and when we grow.

There was no scope in R&R to award Spot performances and good ideas There will be awards for special performances in a particular day as well as for good ideas or suggestions that help the organization save money. Employees who were nominated were not given certificates.

Type and value of rewards was fixed.

While most nominations will get certificates; Consistency in nominations could also help in winning annual awards The rewards are of different types ranging from Trophy, Cash, HL goodies to reimbursement of dinner expenses.

The value of the awards too have been increased.

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STAR Awards

Performance Based Awards

Category of Awards

• Twinkling Star - Spot Appreciation • Rising Star - New Joiners Appreciation • Quick Star – Fast trackers Appreciation • Super Star -Top Performers Recognition • Star Squad - Team Performance Recognition • People Star - Leadership Excellence Recognition

Milestone Based Awards

• Loyal Star – 3yrs,5yrs &10yrs • Birthday Gift • Marriage Gift

Special Theme Based Awards

• Inventive Star • Rockstar • Appreciation Day

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STAR Awards Twinkling Star Award

Twinkling Star award is to recognize employees who exhibit extra ordinary performance on a particular day Criteria Measures Comments Process & Nomination Template Eligibility:

All confirmed employees in level 6

Headcount Coverage

Achieved high productivity in a single day. (Could be applicable for a single task or a combination of tasks) 1:25

Frequency:

On the Spot Minimum of 10% more than KRA definition for that task / for that individual. (While it is desired that accuracy be maintained at min of 99%, it may not be possible to get this number measured on a daily basis, as accuracy is dependent on feedback, which could be received subsequently. So accuracy of past 2 weeks to be used as a basis. In case accuracy has been 99% or more in the previous 2 weeks, the candidate can be considered. ) Should have been achieved within normal working hours.

Award Content:

Big Bazaar / Sodexho Voucher

Award Value:

Rs.300 Stay back longer or come early Should work extra for a minimum of 2 hours more than the normal working day.

The performance within those 2 hours should be atleast 95% of the expected performance level for 2 hours.

Should either do this on own (volunteer) when there is a need (after getting go ahead from TL/Manager) or if specifically requested to by the by the TL / manager. Not applicable if the whole team or more than 2 members come in 2 hours early or stay 2 hours late.

- TL decides whether employee performance justifies a Spot Award based on the performance criteria.

- TL gets it approved by the Functional Manager and Director. - TL ensures the awardees gets the award as close to the actual performance. - The Functional Director will share the consolidated list of winners along with proper justification and records of vouchers with HR on a monthly basis.

Only the best performer of that team is eligible for the award, if there are more than 1 performer who qualifies for the same on a particular day.

STAR Awards Rising Star Award

Rising Star award is to recognize employees who are less than 6 months tenure and exhibit extra ordinary performance in the month Criteria Measures Ratings Eligibility:

Employees less than 6 months tenure in level 6 Achieved high performance in a single month.

Headcount Coverage

1:50

Frequency:

Monthly

Award Content:

HLGS Bag/Tiffin Box & Certificates Leaves / absenteeism Min of 10% more than KRA definition for that task, for the defined period of time spent in the organization, as per on boarding plan as applicable for that team. Accuracy too should be maintained / exceeded at levels specified in these documents.

(Should have been achieved within normal working hours) upto 10% more than expected performance - 3 between 10.1% to 15% more than expected performance - 4 15.1% and more compared to expected performance - 5 Since these are staff less than 6 months, it applies for all types of leave.

Absence of 0 days – Rating 5 Absence of 1 day - Rating 4 Absence of 2 days – Rating 3 Absence of 3 days – Rating 2 Absence of more than 3 days – Rating 1

Award Value:

Rs.400 Behavioral aspects Aspects to be considered: Communication Target / Goal Orientation Positive Attitude Reliability Adaptability Leadership Team player Rating based on Team Leaders / managers perception on these aspects.

Rating to be from 1 - 5.

Weightage

70%

Process & Nomination Template

- TL sends nominations to manager.

Manager reviews and sends nominations to the Functional Director.

Functional Director identifies the winners and seek MDs approval.

- The Functional Director shares approved winners list along with proper citation with HR on a monthly basis.

20% 10% 9

STAR Awards Quick Star Award

Quick Star award is to recognize employees who are less than less than 1 year tenure and exhibit extra ordinary consistent performance throughout the year.

Criteria Measures Ratings Eligibility:

Employees less than 1 year tenure ( but greater than 6 months) in level 1:50

Frequency:

Annual 6

Headcount Coverage Award Content:

Certificates , Trophy & Cash award Achieved high performance for the review period of the year.

(Applicable only for staff who have been with the organization for more than 6 months but lesser than 12 months)

Case1:

Min of 10% more than KRA definition for that task in case of productivity.

(productivity performance to be considered only if accuracy has been maintained at a minimum of 99% for that month)

Case 2:

If 100% of KRA definition / daily target has been achieved with 100% accuracy, then too the person would be eligible.

Case 3:

For teams where feedback is not received the productivity achievement should be 20% more than the KRA definition. Here accuracy will not be considered.

(Only normal working hours are accounted for to measure the performance.

Performance during probation period too will be considered but based on the performance against the on boarding plan)

Case 1:

True for 99% accuracy or more, with 10% more than KRA productivity.

Upto 10% more than KRA - 3 Between 10.1% to 15% more than KRA - 4 15.1% and more compared to KRA - 5

Case2:

100% of KRA with 100% accuracy.

100% of KRA - 3 101% - 105% of KRA - 4 > 105% - 5

Case 3:

Teams which do not get accuracy feedback.

Upto 20% more than KRA - 3 Between 20.1% to 25% more than KRA - 4 25.1% and more compared to KRA - 5

Award Value:

Rs. 2000

Weightage

70%

Process & Nomination Template

TL sends nominations to manager.

- Manager reviews and sends nominations to the Functional Director.

Functional Director identifies the winners and seek MDs approval.

The Functional Director approved along with shares winners list proper citation with HR on a monthly basis.

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STAR Awards Quick Star Award

Quick Star award is to recognize employees who are less than less than 1 year tenure and exhibit extra ordinary consistent performance throughout the year.

Headcount Coverage

1:50

Criteria Eligibility:

Employees less than 1 year tenure ( but greater than 6 months) in level 6 Behavioral aspects Rising Star awards

Measures Ratings

Aspects to be considered: Communication Target / Goal Orientation Positive Attitude Reliability Adaptability Leadership Team player Number of rising star awards won or nominated for.

A nomination is worth 7 points and win is worth 10 points.

Rating based on Team Leaders / managers perception on these aspects.

Rating to be from 1 - 5.

0-10 points - 1 11-20 points - 2 21-30 points - 3 31- 40 points - 4 > 40 points - 5

Weighta ge

10% 20%

Process & Nomination Template

TL sends nominations to manager.

- Manager reviews and sends nominations to the Functional Director.

Functional identifies the Director winners and seek MDs approval.

The Director Functional shares approved along winners list with proper citation with HR on a monthly basis.

Frequency:

Annual

Award Content:

Certificates , Trophy & Cash award

Award Value:

Rs. 2000 11

STAR Awards Super Star Award

Super Star award is to recognize employees who consistently demonstrated superior performance in the month Criteria Measures Ratings Weightage Eligibility:

All confirmed employees in level 6

Headcount Coverage

1:50 (Monthly)

Frequency :

Monthly & Annual

Award Content:

Certificates & HLGS Goody (Monthly) Certificates , Trophy & Cash award (Annual)

Award Value:

Rs.1000 (Monthly) Rs.3000 (Annual) Achieved high performance in a single month or previous 4 week period.

Behavioral aspects

Case1:

Min of 10% more than KRA definition for that task in case of productivity.

(productivity performance to be considered only if accuracy has been maintained at a minimum of 99% for that month)

Case 2:

If 100% of KRA definition / daily target has been achieved with 100% accuracy, then too the person would be eligible.

Case 3:

For teams where feedback is not received the productivity achievement should be 20% more than the KRA definition. Here accuracy will not be considered.

(Only normal working hours are accounted for to measure the performance)

Case 1:

True for 99% accuracy or more, with 10% more than KRA productivity.

Upto 10% more than KRA - 3 Between 10.1% to 15% more than KRA 4 15.1% and more compared to KRA - 5

Case2:

100% of KRA with 100% accuracy.

100% of KRA - 3 101% - 105% of KRA - 4 > 105% - 5

Case 3:

Teams which do not get accuracy feedback.

Upto 20% more than KRA - 3 Between 20.1% to 25% more than KRA 4 25.1% and more compared to KRA - 5 Aspects to be considered: Communication Target / Goal Orientation Positive Attitude Reliability Adaptability Leadership Team player Rating based on Team Leaders / managers perception on these aspects.

Rating to be from 1 - 5.

85% 15%

Process & Nomination Template

TL sends nominations to manager.

and Manager nominations reviews to sends Functional Director.

the - Functional Director identifies the winners and seek approval.

MDs The Functional Director shares approved winners list along with proper citation with HR on a monthly basis

Annual awards for Super star:

- The person with the maximum number of awards / nominations will stand to win the award. - Every win is equal to 10 points and every nomination is equal to 7 points. 12

STAR Awards

Measures

Star Squad Award

Star Squad award is to recognize best performing team Comments Ratings Criteria

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Eligibility:

All teams

Headcount Coverage

Mumbai – 1 Chennai – 1 Productivity

Frequency:

Half yearly

Award Content:

Certificate, Rolling Trophy& Cash Reimbursement

Award Value:

Rs.300/head Accuracy QEM audit Attrition Performance on accuracy for the defined duration will be considered.

Performance against QEM targets will be considered.

All forms of feedback received will be used to compute accuracy. (PEAs, emails, customer emails, invoice cancellations) 1 = Below 98% 2 = 98.1 – 98.99% 3 = 99% - 99.1% 4 = 99.11 – 99.5% 5 = 99.51 – 100% Performance on productivity for the defined duration will be considered.

- Individual achievement of productivity improvement in team or managing with same HC despite increase in volumes by QEM target.

- Overall improvement of productivity by QEM target considering all HC managed by the TL. This could be achieved through synergies or other strategies.

- Ratings will be as follows, in comparison to previous year’s average productivity.

1 = Improvement of 0% to 3 % 2 = Improvement of 3.1% to 5.9% 3 = Improvement of 6% to 7% 4 = Improvement of 7.1% to 9 % 5 = Improvement of greater than 9 % ( ratings scale will change depending on the QEM targets for the year) Here, the performance in QEM audits will be used ( internal and or External audits) If QEM audits are not held in the review period, this factor will have no weightage.

• 0 NC and 0 Observations – Rating 5 • 0 NC and 1 Observation – Rating 4 • 0 NC and up to 3 Observations – Rating 3 • 1 NC and / or 0 NC and Observations between 4 & 5 = Rating 2 • 2 NC and or > 5 Observations = Rating 1 Attrition performance for the review period will be used.

Any attrition other than due to internal transfers or terminations will be considered.

Attrition will be measured as a percentage of team strength.

1 = above 3% 2 = 2.2% – 3% 3 = 1.9% - 2.1% 4 = 1% - 2% 5 < 1% The above % refer to average monthly attrition for the review period.

Weightage Process & Nomination Template

25% 50%  Each TL to send a details on performance based on defined parameters.

 Weightage will also be given subjective elements like team bonding, any issues that got highlighted during the review period about issues in the team, or issues highlighted during exit interviews  Functional Manager Directors selects winners.

  Functional Director seeks MDs approval.

The Functional Director & shares approved winners list along with proper citation with HR on a half yearly basis.

10% 15%

STAR Awards

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People star Award

People Star award is to recognize excellent people manager who has displayed extra ordinary ability to manage teams effectively Criteria Eligibility:

Level 5 C

Headcount Coverage

1:10 (TLs)

Frequency:

Quarterly

Award Content:

Certificate, Trophy& Lunch/Dinner Reimbursement

Award Value:

Rs.3000

Accuracy Productivity QEM audit Attrition

Measures

Performance on accuracy for the defined duration will be considered

Comments

Performance against QEM targets will be considered.

All forms of feedback received will be used to compute accuracy. (PEAs, emails, customer emails, invoice cancellations)

Ratings

1 = Below 98% 2 = 98.1 – 98.99% 3 = 99% - 99.1% 4 = 99.11 – 99.5% 5 = 99.51 – 100% Performance on productivity for the defined duration will be considered.

- Individual achievement of productivity improvement in team or managing with same HC despite increase in volumes by QEM target.

- Overall improvement of productivity by QEM target considering all HC managed by the TL. This could be achieved through synergies or other strategies.

- Ratings will be as follows, in comparison to previous year’s average productivity.

1 = Improvement of 0% to 3 % 2 = Improvement of 3.1% to 5.9% 3 = Improvement of 6% to 7% 4 = Improvement of 7.1% to 9 % 5 = Improvement of greater than 9 % ( ratings scale will change depending on the QEM targets for the year) Here, the performance in QEM audits will be used ( internal and or External audits) If QEM audits are not held in the review period, this factor will have no weightage.

• 0 NC and 0 Observations – Rating 5 • 0 NC and 1 Observation – Rating 4 • 0 NC and up to 3 Observations – Rating 3 • 1 NC and / or 0 NC and Observations between 4 & 5 = Rating 2 • 2 NC and or > 5 Observations = Rating 1

Weightage Process & Nomination Template

20% 30% 10%  Manager provides nominations to the Functional Director after taking HR inputs.

 Functional Director reviews and sends nominations to the MD.

 MD selects winners.

 The Functional Director shares approved winners list along with proper citation with HR on a half yearly basis.

Attrition performance for the review period will be used.

Any attrition other than due to internal transfers or terminations will be considered.

Attrition will be measured as a percentage of team strength.

1 = above 3% 2 = 2.2% – 3% 3 = 1.9% - 2.1% 4 = 1% - 2% 5 < 1% The above % refer to average monthly attrition for the review period.

15%

STAR Awards People star Award

People Star award is to recognize excellent people manager who has displayed extra ordinary ability to manage teams effectively Eligibility:

Level 5 C

Criteria

EWS predictability

Measures

Measure of success in EWS predictability for the review period.

Comments

The monthly EWS will be analyzed to check how the TL performed with regard to accuracy of the predictions for the review period.

Ratings

4 or more exits - 1 3 exits - 2 2 exits - 3 1 exit - 4 0 exits - 5

Headcount Coverage

1:10 (TLs)

Frequency:

Quarterly Timely reporting This measures the compliance to timely reporting for the review period.

All weekly, monthly reports that have been pre-agreed are included.

Compliance based on manager identifying delays, through random checks and dates of submission of reports.

1 = 5 and above instances where not complied to.

2 = 3-4 instances where not complied to.

3 = 2 instances where not complied to.

4 = 1 instance where not complied to.

5 = 100% compliance within specified timelines.

Award Content:

Certificate, Trophy& Lunch/Dinner Reimbursement Support HR for HR activities and initiatives

Award Value:

Rs.3000

This measures the support provided by the TL in encouraging active participation in HR activities.

Activities like Zest, wacky Wednesday, committee meetings etc are included.

HR to decide based on a scale of 1 to 5, how supportive the TL is.

Weightage

5% 10%

Process & Nomination Template

 Manager provides nominations to the Functional Director after taking HR inputs.

 Functional Director reviews and sends nominations to the MD.

 MD selects winners.

 The Functional Director shares approved winners list along with proper citation with HR on a half yearly basis.

10% 15

STAR Awards Inventive star Award

Inventive Star award is to recognize those who provide ideas to improve the efficiency, quality, or advance the goals and mission of the organization Criteria & Process

 This will be an ongoing endeavor which will be awarded monthly as applicable.

 Employees will directly send their proposal to HR Manager of each location based on a defined template.

 Improvements suggested and implemented have to be certified for the benefits by review committee.

 Review committee will comprise Functional Directors and Managers of each location.

 Benefits should be converted into cost / FTE savings by the proposer, with a TLs / Managers help if needed.

 Final savings will be ratified and verified by the Finance managers and Finance Director.

 There could be months where there are no awards as there are no proposals.

Eligibility:

Level 6

Headcount Coverage

NA

Frequency :

Ongoing (awarded monthly)

Award Content:

Cash award

Award Value:

10% of the annual savings 16

STAR Awards Rockstar Award

Rockstar award is for exemplary performance demonstrated in a project , situation or in tasks that supports organizational initiatives.

Criteria & Process

 Participated in a project for the organization and performed very well.  Put in extraordinary performance during a crises situation, like BCM or a requirement of urgent nature.  Put in extra efforts towards the organizational CSR projects on their own.  The above examples are indicative only and not exhaustive.

 These awards are based on extraordinary contribution to organizational priorities.  They are unique awards based solely on management discretion.

The Directors directly responsible for that individual having complete knowledge of the performance would make the nomination to the MD who will finalize the winner.

Eligibility:

All levels upto 5A

Headcount Coverage

NA

Frequency :

As needed (awarded monthly)

Award Content:

Lunch / dinner reimbursement

Award Value:

Rs.2000

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STAR Awards Loyal star Award

Loyal Star award is to recognize employees’ loyalty and valuable contribution during their tenure Criteria & Process

HR maintains a list of employees who complete 3,5,10 or 25yrs with the organization. These employees will be awarded monthly by the MD

Eligibility:

All employees

Headcount Coverage

100%

Frequency :

Monthly

Award Content& Value 3yrs completion

Letter & HLGS Goody worth Rs. 1000

5Yrs completion

Letter & HLGS Goody of Rs.2000 & Accumulation of PL

10Yrs completion

As per Global Policy

25Yrs completion

As per Global Policy 18

STAR Awards Appreciation Day

Appreciation Day is to enable employees to appreciate each other as token of Thanks giving or peer appreciation Criteria & Process Each employee to decide their own criteria for appreciation

HR arranges for Appreciation cards .Each employee can appreciate maximum 5 employees while clearly stating the reasons why the person deserves the appreciation.

It will also act as branding of STAR awards Employees with the maximum number of appreciation cards will win a HL goody.

Eligibility:

All employees

Headcount Coverage

100%

Frequency :

Annual

Award Content

Appreciation cards & HL goody

Value

Rs. 5 (app. Card) Rs.400 (goody) 19

Important to Note!

Make it work!

The effectiveness of the award will depend on the results we see in the next 6 months…

Management would revisit the results and feedback….

Management reserves the right to roll back the programme if it is seen that the below stated objectives are not met!



To align employee performance and achievements in line with Company’s Mission of

pursuing excellence



To recognize and reward outstanding contributions & efforts, thereby to

improve employee engagement, motivation, loyalty and retention



To drive

culture of recognition

across organization

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