Framework and Measures

Real Time Leadership Center

Framework and Measures Overview

April 9, 2023 RTLC - Satyam Computer Services Limited 2

Full Life Cycle Leadership

(FLC) Program - Overview

Evolution

What’s an FLCB

Who’s an FLCL

What’s North Star

What are “Attributes” (6P and 5R)

What are Measures

What are ‘Performance Zones”

What are Action Items

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Evolution

Full Life Cycle Leadership

symbolizes Satyam’s Values

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Satyam

~1600

Full Life Cycle Businesses

managed by…

IndividualFLC Business






IntegratorsIntegrators

Satyam

~2000 +


managed by…













IntegratorsIntegratorsIntegratorsIntegrated FLCB’


Evolution

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MyFLC

Business

MyFLC

Business

MEASURES

6Ps 5Rs

FRAMEWORK (Attributes)

Extract Higher Business

Value

STARTRAC

Model Goal

Principles of Stretch

Best-in-class benchmarks

Alignment to “Critical Measures”

Measures Definition Guidelines

NORTH STAR

1

2

3

INVISIBLE

TWILIGHT

VISIBLE

BRIGHT

SHINING

If Star is not Shining, then

• Identify “Action Items”

• Implement “Action Plans”

• Test & Validate results

• Ensure sustained “results”

• Timely escalations, where

required

Raise the Bar

4

5

DIR

EC

TIO

N


Evolution Contd…

SatyamWayTM institutionalized across the

organization

o Thinking, Doing and Communicating integral to Value Creation

Our Value Emblem symbolizes this belief

o Ability to seize opportunities and delight stakeholders the

fundamental trait

Reinforcing Leadership through an Empowered &

Distributed Leadership model

o Full Life Cycle (FLC) Leadership Program introduced

o Businesses defined into five broad categories and prioritized

o ~ 2000+FLC Businesses (FLCBs) & FLC Leaders (FLCLs)

identified

o 6P & 5R Framework (through Attributes and Measures)

introduced as a Uniform Business Language

An automated tool - STARTRAC - developed to help

manage FLC businesses

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Satyam

~1600


managed by…








Satyam

~2000 +


managed by…













IntegratorsIntegratorsIntegratorsIntegratored FLCB


EvolutionContd…

With a view to strengthen leadership across levels

and sow the seeds at an early stage, the Full

Lifecycle Leadership Program has been launched.

Full Life Cycle Leaders will have end-to-end

responsibility for identified ‘Full Life Cycle

Businesses’ (FLCB) and will be encouraged and

empowered to run them as independent businesses.

In the context of the SatyamWay the Full Life Cycle

Leader (FLCL) is the de-facto CEO of the business

and is fully accountable for the health of the

business.

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Satyam

~1600


managed by…








Satyam

~2000 +


managed by…













IntegratorsIntegratorsIntegratorsIntegrators


What’s a Full Life Cycle Business (FLCB)

Relationships(Customers

& Alliances)

ProcessesProjectsService

Offerings(S.O.)

Integrators

Satyam

Each Circle has its own set of Full Life Cycle

Businesses that deliver value to the

stakeholders.

The various categories of Full Life Cycle

Businesses are:

• Relationships

• Customers

• New Business Development…

• Service Offerings

• Projects

• PMO

• Processes

• Alliances

These categories are - individually or in a group

- classified as Full Life Cycle Businesses based

on their size, potential and focus.

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What’s a Full Life Cycle Business (FLCB) Contd…

Relationships(Customers

& Alliances)

ProcessesProjectsService

Offerings(S.O.)

Circles

Satyam

• ‘Prioritization’ serves as a basis for allocation

of management attention and company resources to

the FLCB. FLCBs are prioritized by the value that

they contribute to the value-creating network :

‘Satyam’

• Full Life Cycle Businesses based on their size,

revenue potential and importance to the

organization are prioritized into PPP, P & G

Opportunities

• For Relationships, Service Offerings &

Projects

20% of the top FLCBs are prioritized as Platinum

(P) and Triple Platinum (PPP) FLCBs. (Of these, top

1/3rd are classified as PPP and 2/3rd as P

opportunities). Remaining 80% are Gold (G) FLCBs

• For Processes

Processes will have equal (1/3rd each) weightage

for prioritization as PPP, P & G Businesses

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Who’s a “Full Life Cycle Leader” (FLCL)

Full Life Cycle Leader (FLCL) manages

an identified FLC Business (FLCB) and is the

CEO of the business.

FLC Businesses can be

a) An independent business under a category

(Relationships / Projects etc) or

b) A set of businesses grouped together

across different categories or

c) A set of businesses grouped under a

‘Circle’

While everybody is an FLC Leader, those who

handle (b) and (c) above are also referred to as

‘Integrators’

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Satyam

~1600


managed by…








Satyam

~1600


managed by…













IntegratorsIntegratorsIntegratorsIntegrators


What’s “North Star Statement”

North Star Statement refers to the overarching result one wants to

achieve in a given ‘business’

Guidelines to define a North Star statement - KEEP IT “S.M.A.R.T”

• Simple and Specific (~ 10 words)

• Measurable and Motivating

• Attainable (with a stretch)

• Relevant and Realistic

• Time-based and Tangible

Examples of North Star statement:

• Relationship: “To become the ‘only preferred business partner' with Company X in ‘ y’ timeframe”

• Service Offering: “To be the biggest contributor to VBU XYZ revenues by FY __”

• Project: (a) To get a customer delight rating of ___ from Customer X (b) To be acknowledged as having the

most effective Program Management skills amongst the SIs servicing the customer

• Process (e.g. Idea Junction): “Position Satyam as the most innovative organization amongst global SIs in 2 yrs

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What are “Attributes” (6Ps & 5Rs)?

PeoplePeople

ProcessProcess

ProductProduct

ProliferationProliferation

PatentPatent

PromotionPromotion

• Attributes relating to building, buying and maintaining ‘assets’ are assessed

on 6P’ Framework, with the ‘People’ attribute signifying the ‘foundation’ and

the remaining arranged in a logical sequence and labeled as Competencies

• The “outcomes” are assessed on the 5R Attributes.

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5. Steadier

4. Larger 3. Cheaper

2. Better

1. Faster

5Rs


What are “Attributes” (6Ps & 5Rs)? Contd…

PeoplePeople

ProcessProcess

ProductProduct

ProliferationProliferation

PatentPatent

PromotionPromotion

Managing Performance of FLC Businesses

(Using 6P & 5R Framework)

• As a network of interdependent businesses, the performance

of businesses need to be monitored so that its effect on other

businesses is managed correctly

• This also needs to establish the relative criticality of each

business to help ‘Integrators’ allocate resources and effort

appropriately

• Accordingly, the following will be used:

• the 6P/5R Framework to determine business

performance and

• a methodology to assign relative weights to each

business. These relative weights will help determine the

performance of Integrators and Circle Leaders

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What are “Measures”?

Measures are defined to assess the performance of the businesses and the extent

of value created.

• North Star and Targets should reflect the ‘stretch’ principles and have an alignment to the

‘Critical Measures’

• Types of performance measures include:

• Build Measures

The resources used in producing an output or an outcome. "What resources are in place or are

needed to conduct this activity?"

• Outcome Measures

An event, occurrence or a condition that indicates progress towards achievement of the goal.

• Critical Measures are the 100 most significant measures at the organizational level

• Where applicable, Measures at the FLC Business Level should be aligned with the

Critical Measures of the organization (e.g. ADI score)

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What are “Performance Zones”?

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• Performance of an FLCL lies in any of the five zones, namely- Invisible Zone - <2.5

Twilight Zone - > 2.5 and < 3.5

Visible Zone - > 3.5 and < 4.0

Bright Zone > 4.0 and < 4.5

Shining Zone > 4.5

The FLCL’s goal is to steer the biz to the Shining Zone

The performance of an FLCL at any point of time reflects the achievement of planned

targets for that period. Question to ask is “Is my STAR shining ? ‘Star shining’

status denotes whether what was to be done as on that date, has been done.

The premise is that stretch principles have been applied while setting targets and

alignment to the Critical Measures has been ensured. Global and Indian

benchmarks are used to ensure best in class principles.


The Role of RTLC – Mapping iSTRIVE to FLC Model

i

S

T

R

I

V

E

Identification of FLC Businesses and FLC Leaders

Setting ‘North Star’ goals, ‘Targets’ for Attributes, Defining underlying ‘Measures’

‘Reviews’ help identify ‘Action Items’ for businesses that are not ‘SHINING’. Focus is on

‘unearthing hidden issues’ (10 times more than the current baseline !) that deter growth

Improvement is through implementation of effective Action Plans - employing iSTRIVE

framework. Target should be to close all Action Items in 1/10 th of the current timeframe.

Validating whether desired results have been achieved and can be delivered on a

sustainable basis. (Evaluate if the decisions are qualitatively far superior).

Focus on ensuring results through timely and sustained ‘Escalations’.

Ensuring Data updates (Actuals on STARTRAC) and Tracking if Businesses are ‘SHINING’

Helps FLC Leaders institutionalize the ‘Language of Metrics’ as our Business Language – through iSTRIVE Methodology”

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7 simple steps to manage your FLCB

Define North Star and Targets reflecting stretch principle

Update ‘Actuals’ by the 15th of every month

Conduct periodic reviews on STARTRAC

Identify action items if business / attribute / measures is not ‘SHINING’

Seek specific analysis and inputs from RTLC to facilitate early resolution

Track action items to closure, through iSTRIVE methodology

Ensure that the attributes and measures are always ‘SHINING’ (Escalate

where required)

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FLCL will be assessed on the ‘0-5’ scale

FLCB will be assessed on their Biz

performance - ‘Star Shining’ status

Feedback from Peers (InciT), Integrators and

Forum members will provide 360° perspective

Review remarks on STARTRAC will feed into

Performance Assessment.

“INCENTIVE MODULE” will help reflect

eligibility

Performance Management powered by RTLC

Performance Management

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STARTRAC - Enabling FLCB Management

STARTRAC is a web based performance management tool that enables FLCLs to monitor business better by: a) Tracking b) Reviewing c) Improving business performance

• STARTRAC is a common information sharing / capturing platform

• STARTRAC captures all performance related data of FLCBs

• Data entered in STARTRAC is used for assessing business

performance and hence the FLCL’s performance.

• STARTRAC is linked (soft and hard linkage) to several internal systems to facilitate automation of Data input. E.g.:

• PCPi for ‘Projects’ and ‘Relationship‘ business categories,

• SHINE, TSMS, SPR

• Developing new systems for integrating & interfacing, wherever required

Data inputs into STARTRAC is maintained with high confidentiality

• Views are restricted to authorized stakeholders

• Controlled and customized views to all stakeholders are being incorporated progressively


Performance Zone of FLCB

Aggregate maturity of ‘6P’ and ‘5R’ Proximity to North Star

If both 6P and 5R are > 4.5 Shining Zone represented in Green

6P: > 4.0 5R: 4.0 to < 4.5

Bright Zone represented in Blue6P: 4.0 to < 4.5

5R: > 4.0

6P: > 3.5 5R: 3.5 to < 4.0

Visible Zone represented in Yellow6P: 3.5 to < 4.0

5R: > 3.5

6P: > 2.5 5R: 2.5 to < 3.5

Twilight Zone represented in Orange 6P: 2.5 to < 3.5

5R: > 2.5

If either 6P or 5R is < 2.5 Invisible Zone represented in Red

Performance Zone of each FLCB is determined by the maturity level of 6P-5R as under:


Star ‘Shining’ Status

% Achievement w.r.t target for the review period (Aggregate 6P & 5R maturity)

North Star statusshown in STARTRAC

If both 6P and 5R are > 90 % Shining

6P: > 80% 5R: 80 % to < 90 %

Bright6P: 80 % to < 90 %

5R: > 80 %

6P: > 70 % 5R: 70 % to < 80 %

Visible6P: 70 % to < 80 %

5R: > 70 %

6P: > 50 % 5R: 50 % to < 70 %

Twilight6P: 50 % to < 70 %

5R: > 50 %

If either 6P or 5R is < 50 % Invisible

6P-5R : Actual vs. Target represents the Star ‘Shining’ status as under:


RTLC Enables all FLCLs to engage their Stakeholders• For External Customers: Customer View

– Performance view to Customer for all engagements

with Satyam– View of Action Items planned for business– Feedback Mechanism, Customer can give

Review Remarks

• For Investors: Business Performance Dashboard for

– Individual FLCB performance– Star Shining status

• For Associates (With effect from June ‘06)

Attribute specific view to associates• TargetTrac• Action Items• Review remarks

– Mini STARTRAC


North Star

Benchmarks

Action Items

Escalations

Monthly Targets

FLCB FLCB FLCB FLCB

Integrator’s view

FLCB

Monthly Actuals

PCPi

OPTIMA

Other Systems

Faster

Better

Cheaper

Larger

Steadier

Experience Attributes 5Rs

ME

AS

UR

ES

WE

IGH

TA

GE

S

People

Process

Product

Proliferation

Patent

Promotion

Asset Attributes 6Ps

ME

AS

UR

ES

WE

IGH

TA

GE

S


Key Benefits

• For the Stakeholder community…

– An integrated view of FLCB Health and Performance on a standardized framework, using

a common language

– An insight into dimensions that are not performing right and need focus

• For the FLCLs…

– A mechanism for the FLCL to focus on and improve the key dimensions of his/her

business through the 6P/5R framework

– A mechanism to track, and showcase to the stakeholder community, his/her business

performance

– A platform to obtain greater corporate focus to resolve bottlenecks

• For RTLC…

– Provides a platform for RTLC to empower the ‘individual CEO’ with a set of Intrinsic

business tools that aid in managing the business


A few functionality…

Sample Screenshots


The Integrator dashboard…


The Graph…


Reviews by Integrator…


TargetTrac…


ActualTrac…


Action Items…


Action Items from Outlook…


Forum meetings setup from Outlook…


Directory of Unique Measures

Type of Measure

Measure No. of Unique Measures

List of Unique Measures

Corporate

Measures

Compendium

Strategic/Critical Measures 101

Commitment to FLCBs & Associates

106

RCOT Measures 21

FLCB Specific

Customized Measures

Relationship & NBD 160

Project & PMO 268

Service Offerings 182

Alliance 72

Process 211

Additions HR , Finance, GMC, RTLC

553

Total 1674

Associates FLCBs

Details

Details

Details

Details

Details

Details

Critical Measures

Details


PPP Measures

P Measures

G Measures

FLCBs (Unit and Individual)

Corporate level

Critical Measures

Strategic Measures

Measures Tree – Aligned to North Star

The terms ‘Strategic’ and ‘Critical’ measures will be used at Satyam corporate level only


Applicability of Measures

Strategic

Critical

Compendium

Optional & Custom

Corporate

Corporate, Circle & FLCB

Sub – circle & FLCB

FLCB


StarTrac Information Flow Diagram – Automation

Data I nput

Layer 2 Layer 1

Customer Level Aggregation

Dashboard RMO

Category Level Aggregation

Graph xSell Proxima

Business Impact Measures

Attribute Maturity Optima

Exception Dashboard Reviews PCPi

Star Status M Power

ZOPOther Source

(Excel

Action Items Manual Input

Web Service

StarTrac Application

Output Input

Outlook Interface for Real Time Action Item Management

Analysis & Decision Making Layers

Anywhere Anytime StarTrac

(PDA)


Measure Identification through 1) Idea junction platform 2)Testing & Validation process for all FLCBs in the Organization

Measure Validation through rounds of discussion with the concerned stakeholders on Measures, UOM, Frequency and Targets

Measure Inclusion:-

•Inclusion of the Measure in the Quarterly update of the Measures Compendium and relevant category and / or FLCB(s) in StarTrac.

•Originator's of Ideas rewarded through the Reward & Recognition program.

New Measures Discovery Process


Is your Star Shining ?

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It truly matters !

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Framework and Measures

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