Dear Kavita,
Please do consider the following suggestions:
- Identify the tasks and list them in columns for each vertical. Suppose you decide to freeze the roles for operations. Take each role in separate columns and list the tasks.
- Identify the amount of transactional and transformational tasks required to do.
- Identify the level of decision-making and approvals allowed in each role.
- List down all the training required to make a new candidate fully functional in each role.
- Define the duration within which the candidate would be ready to deliver.
- Identify the dimension of impact from each error made. Suppose a technical support - voice may make a mistake of taking down the customer's ID incorrectly. What impact would this have? How much of a business loss would it make? Define the rupee valuation of each mistake. You would get an approximate amount from the operation managers.
- Define the educational and professional qualifications required to function in each role.
- Distribute points to the dimension required. Suppose at a technical support level the decision-making would make an impact of $200 or $400. Whereas a decision made by a business development executive would have a business risk of $2000-$3000. Hence, the business development executive would be higher in terms of level, though they may get categorized in the same band.
Few of the titles along with the task list are shared below. Based on your exercise, you may be able to define it better for your organization.
JOB ID: TECHNICAL SUPPORT
JOB CODE: TS/01/01
REPORTING TO: [Direct supervisor to whom the person doing this job will report]
FIRST LEVEL
SKIP: [The person to whom the Supervisor will report in the Organization]
SECOND LEVEL
SKIP: [The person whom the Supervisor will in the Client’s Organization]
SCOPE:
J 01: To offer Technical Support Service to desktops, printers, and laptops at the client's locations
DELIVERABLES
D01: Diagnosing the problem and getting the same resolved as per the severity level assigned to it.
D02: Supporting the desktop license operating system and Application package
D03: Configuring the print servers and resolving printing problems of the users
D04: Resolving network connectivity problems at the client end
D05: Installing software on the clients
D06: Performing any Install, Move, Add or Change (IMAC) at the client level
D07: Virus control – Deploying the best practices of virus control, registering and updating the anti-virus tool on the server periodically as per the client's contract with the anti-virus tool vendor, diagnosing and rectifying any virus problems that can be fixed by the anti-virus tool
D07: Providing feedback on any new viruses detected
MEASUREMENT MATRIX
INPUT – OUTPUT
M01: Number of diagnoses done correctly/incorrectly.
M02: How well was the supporting done to the desktop license operating system and Application package
COMPETENCIES INVOLVED
Managing Information Resource, Managing Information Service, Apply Information Tools and Technologies, Strong communicators, Remain flexible and positive in an ever-changing environment, Contribute to the knowledge base of the profession by sharing best practices and experiences, and continue to learn about information products, services, and management practices. Commit to professional excellence and ethics, the values principles of the profession. Employ a team approach; recognize the balance of collaborating, leading, and following. Take calculated risks; show courage and tenacity when faced with opposition. Plan, prioritize, and focus on what is critical.
RANKINGS: As decided
INCENTIVE SCHEMES:
CREDIT: As recorded on the location by the supervisor
DEBIT: As recorded on the location by the supervisor
REVISAL: As defined by the client / as per the business need.
JOB ID: HELP DESK COORDINATOR
JOB CODE: HDC/01/01
REPORTING TO: FACILITY ENGINEER
FIRST LEVEL REGIONAL RECORD BUREAU
SKIP:
SECOND LEVEL [The person whom the Supervisor will in the Client’s Organization]
SCOPE:
JO1: To offer the help desk service at the client's location as per client's need and generate MIS reports
DELIVERABLES:
D01: Logging user calls and giving them a Ticket number or call report
D02: Assigning severity level to each call as per the definition given by the client.
D03: Tracking each call to resolution.
D04: Escalating calls, if necessary.
D05: Generating call reports using the complaint call report from help desk tool.
D06: Analyzing the call statistic.
D07: IT & Telecom facility management software - Without Interactive Voice Response Systems (IVRS) - In parallel, the same software with Interactive Voice Response Systems (IVRS)
MEASUREMENT MATRIX [How to measure the deliverable]
INPUT – OUTPUT
COMPETENCIES INVOLVED
1.
2.
3.
RANKINGS: As decided
INCENTIVE SCHEMES:
CREDIT: As recorded on the location by the supervisor
DEBIT: As recorded on the location by the supervisor
REVISAL: As defined by the client / as per the business need.
JOB ID: HR GENERALIST
JOB CODE: HR/01/01
REPORTING TO: CEO
SCOPE:
JO1: Implement & monitor various HR initiatives and activities.
DELIVERABLES:
D01: Responsibility includes employment, compensation, labor laws, and training and development.
D02: Interview job applicants, review applications/resumes, evaluate applicant's skills, and make recommendations regarding applicant's qualifications.
D03: Develop and maintain relationships with employment agencies and other recruitment sources.
D04: Prepare and maintain job documentation, and job evaluation system in coordination with the respective department and the authority.
D05: Complete salary survey questionnaire.
D06: Prepare process and distribute payroll.
D07: Design and conduct the induction and employee orientation process.
D08: Administer and explain benefits to the employees.
D09: Recommend, develop, and schedule training programs and development courses.
D10: Provide advice, assistance, and follow-up on company policies, procedures, and documentation.
D11: Coordinate the resolution of specific policy-related and procedural problems and inquiries.
D12: Recommend, develop, and maintain human resource database, computer system, and manual filing systems.
D13: Rationalize manpower utilization & carry out appropriate rightsizing activities.
MEASUREMENT MATRIX [How to measure the deliverables]
INPUT – OUTPUT
COMPETENCIES INVOLVED
1. Building Good Relationships and contributes
2. Leadership skills in managing others and developing them.
3. Willingness to Learn and increase self-knowledge and maintain self-motivation
4. Identifies customer needs and meets them.
5. Represents Integrity and promotes it.
6. Adaptable and can manage change
RANKINGS: As decided
INCENTIVE SCHEMES:
CREDIT: As recorded on the location by the supervisor
DEBIT: As recorded on the location by the supervisor
REVISAL: As defined by the client / as per the business need.
Regards,