1. Execution Excellence @ HR

2. Execution Excellence @ HR
Theme of the session
• To achieve true differentiation, companies must develop a more
responsive and resilient workforce by finding better ways to
p y g y
source talent, allocate resources, measure performance
and build vital capabilities.
• HR delivery is about developing sound processes and
systems that ensure focused, committed, and competent
workforce in the organization.

3. Execution Culture
Disciplined leadership and realism
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• Discussing what and how?
• Questioning assumptions
• Tenacious follow up through every task
• Ensuring accountability
• Dealing with reality and acting on it
• Toughness and bluntness about performance

4. The HR Execution Challenge @ Airtel Digital TV
• Recruit 1600 technicians across 30 locations in 30 days time
• Skill and certify the technicians so as to create “Best in Class”
Customer Experience
• Launch Airtel Digital TV with 90% + CSMM score through this skilled
and certified workforce
d tifi d kf
Brave Action, Big Transformation

5. Best Practices in Talent Gap
@ Airtel Digital TV

6. Brave Actions
Realigning Performance Goals & Expectations
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• Performance Goal – 90% CSMM Score (Industry Average –
45%).
45%)
• Bharti Learning approached ITIs, IETE; found raw skilled
engineers.
engineers (Like industry, we wanted nearly readymade skilled
industry
manpower)
• Assessed technicians on affection expressed score. (FIRO-B)
(FIRO B)

7. Brave Actions
Setting Standards – Non Negotiable
g g
• We recruited 40 highly skilled coaches to develop 1600
Installation Engineers into high performers.
• Conducted 15 days soft skills & Technical Training with drill
practice.
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• Rigorous Certification on Technical & Soft Skills.

8. Brave Actions
Rigorous on the j audits and coaching
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• On the Job Audit & Coaching of Engineers (Minimum 4 Audits per day
per coach) by our A dit and C
h) b Auditor d Coach.
h
– Announced
– Unannounced
• Aggressive Reward & Recognition System for Engineers on Skills,
Certification & Performance.
• Rigour of Execution through Standards, Accountability, performance
dashboards, morning rigour meetings (MRMs) @ Coach.

9. Big Transformation

12. The AWESOME Score
(
(The skill metric)
)

13. CSMM Score – 99%
Sustainable from July 08 to April 09
July, April,
Customer Base : 4 Lac Customers so far

15. Thankyou
Presentation made by:
Navin Bhatia
Chief Operating Officer
Bharti Learning Ltd
Ltd.
Mobile : 9810003021
E-mail ID: navin.bhatia@bharti.in