Management Functions

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  • Topic: Tata Consultancy Services, Best practice, Management
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  • Published : September 29, 2009
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Library Best Practices Emerging from Applications of Balanced Scorecard in TCS

Sushma Arora
Assistant General Manager Tata Consultancy Services New Delhi

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“One must forever strive for excellence or even perfection, in any task however small, and never be satisfied with the second best….” …. JRD Tata, 1965

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Outline
• About TCS • About Library & Information Services Function (LIS) in TCS • Balanced Scorecard (BSC) • Emerging Practices in LIS - Vision, Mission, Values of TCS (i) User Perspective (ii) Financial Management (iii) Internal Processes (iv) Learning & Development

• End Note

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Film

Journey to Excellence

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Corporate @ Air India

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About TCS
• Established in 1968 • Leading IT company of Asia • First IT Company to cross US$ 3 Billion mark in revenues • Works equally well in International & Indian Market • Operates from 164 offices in 34 countries • Over 83,500 employees from 60 nationalities

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About TCS
Continued…

• Major Business areas: BFSI, Insurance, Telecom, Transportation, Healthcare etc. • Aiming to be among global Top 10 by 2010. • Proactive in using latest management models/tools – TBEM, CMM, PCMM, Six Sigma, Six Hats etc. • Total alignment of all the functions with business.

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About LIS in TCS
• • • • • LIS function started in 1970 Presently network of 52 Libraries Aligned with vision, mission, goals of organization Over 100 Library staff Developing librarians as Business Domain Experts

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Balanced Scorecard
• The Performance Measurement tool developed by Kaplan & Norton • Measures how you are doing presently that may impact future performance • Translates the strategic plan into measurable actions • Balances all the perspectives of running the business • Timely actions to meet targets

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Balanced Scorecard
Continued…

• All the perspectives of BSC are interconnected and aligned to corporate vision & each other • The Goal of each perspective cascades from top to bottom • Departments/Units/Individuals know the impact of contribution • Integrates & links anything unconnected

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Vision, Mission, Values of TCS
• Vision: Global Top 10 by 2010 • Mission:
o To help customers achieve their business objectives, by providing innovative, best-in–class consulting, IT solutions and services. o To make it a joy for all stakeholders to work with us.

• Values: Leading change, Integrity, respect for the
individual, Excellence, Learning and sharing.

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Application of BSC in LIS

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Financial Management
Objectives Goals/Targets Emerging Practices

(ii.)
Internal Processes
Objectives

User’s Perspective
Objectives Goals/Targets Emerging Practices

Vision and Strategy

Goals/Targets Emerging Practices

(i.)
Learning & Development
Objectives Goals/Targets Emerging Practices

(iii.)

(iv.)

Application of Balanced Scorecard for LIS Function
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Users Perspective - Objectives
100% satisfied users (Demand Satisfaction) Increase the number of users (Demand creation) Thought satisfier (Proactive in understanding the needs of users) The LIS skills, operations, etc evolve with the users’ demand

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Users Perspective – Goals Vs Achievements
Understanding the changing needs of the users - associates satisfied with collection - associates satisfied with Information Services - satisfaction index overall

Building confidence of the users in libraries
- compliance to SLAs - response to users of their queries - implementation of PIPs

Converting non-users into users and converting partial users into active users - motivate non user associates to use library services 16

Users Perspective – Emerging Practices in LIS
Conduct surveys at local, branch & corporate level Domain specific Information Services Keep track of best sellers acquisitions Extending working hours, library corners Track PIPs/SLAs quarterly Library Week, Screening of movies, book...
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