Management Functions

Topics: Tata Consultancy Services, Best practice, Management Pages: 7 (992 words) Published: September 29, 2009
Library Best Practices Emerging from Applications of Balanced Scorecard in TCS

Sushma Arora
Assistant General Manager Tata Consultancy Services New Delhi


“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


• 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



Journey to Excellence


Corporate @ Air India


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


About TCS

• 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.


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


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


Balanced Scorecard

• 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.


Application of BSC in LIS


Financial Management
Objectives Goals/Targets Emerging Practices

Internal Processes

User’s Perspective
Objectives Goals/Targets Emerging Practices

Vision and Strategy

Goals/Targets Emerging Practices

Learning & Development
Objectives Goals/Targets Emerging Practices



Application of Balanced Scorecard for LIS Function

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


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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