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PMS 2 Group 4

The document outlines goals and initiatives for Tata Motors across four perspectives: financial, customer, internal, and learning & growth. The financial perspective aims to increase annual turnover by 5% by 2022-23. The customer perspective focuses on maintaining high customer satisfaction scores and improving after-sales service coverage. The internal perspective emphasizes improving employee retention and integrating communication. The learning & growth perspective launches responsive learning modules for sales teams and promotes job rotation initiatives. Behavioral parameters are also identified for each perspective.

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Arfa Fatima
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42 views13 pages

PMS 2 Group 4

The document outlines goals and initiatives for Tata Motors across four perspectives: financial, customer, internal, and learning & growth. The financial perspective aims to increase annual turnover by 5% by 2022-23. The customer perspective focuses on maintaining high customer satisfaction scores and improving after-sales service coverage. The internal perspective emphasizes improving employee retention and integrating communication. The learning & growth perspective launches responsive learning modules for sales teams and promotes job rotation initiatives. Behavioral parameters are also identified for each perspective.

Uploaded by

Arfa Fatima
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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Goal Setting

for TATA Motors

Group IV
Balanced Score Card

2
Identifying S.M.A.R.T Goals
Financial Perspective

Perspective Goals Target Weightage Rating Initiatives


scale

Financial We will increase Increment 40% 5-point Increasing the average transaction size
overall  annual of turnover Scale by upselling and cross selling
turnover by 5% by by 5%
the financial year (Regional Sales Manager) 
2022-23.
Adopting a more effective pricing
(VP Sales) strategy to enhance market
penetration. 
(Director of Sales)

4
Customer Perspective

Perspective Goals Target Weightage Rating scale Initiatives


Customer Satisfaction Achieve and maintain an average CSAT score 12.5% 5-point Scale Improve Average Speed of Answer, Average Handling Time
CSAT score of 85% and NPS score of of 85% and First Contact Resolution; scores to enhance efficiency of
8/ 10 by Q4 2021-22. the process.
NPS score of
(Regional Sales Manager) 8/10  Allocating more time to answering customer questions
during the sales process.
By Q4 2021-
22 Maintain regular contact with the customers via “nurturing
emails”

(Regional sales manager)

Improve Customer Management by After Sales 12.5% 5-point Scale Capture the after sales customer feedback real time and act
increasing the After Sales Service Service upon it after quarterly reviews.
Coverage  by 90% and Customer Coverage -
Retention Rate by 63% in the next 90% (Regional Sales Manager)
quarter 
Customer
(Regional Sales Manager) Retention
Rate - 63%

5
Internal Perspective

Perspective Goals Target Weightage Rating scale Initiatives


Internal  Increase the average Increase 5% 5-point Scale Create a new onboarding program 
employment time of a retention of
salesperson from 6 sales From 6 Hold bi-annual performance reviews
months to 3 years in the months to 3
next 10 years. years in next (Director of sales)
10 years
(Director of sales)

Integrate communication 5% 5-point Scale Communicate executive directives to the rest of the
& coordination between sales department as well as communicating and
levels and departments coordinating with production departments
(sales, finance and
production) (Director of sales)
(Director of Sales)

6
Learning & Growth Perspective

Perspective Goals Target Weightage Rating scale Initiatives

Learning and growth Launch a responsive Penetrate 10% 5-point Scale Promote adoption and successful usage of digital
perspective learning module for the learning learning tools.
sales team by end of programme
Q4 to 60% of Improve the underperforming aspects of
the sales employee engagement and share the results and
(Director of sales) team  initiatives undertaken
(Regional Sales Manager) 

Launch a dedicated job 15% 5-point Scale Promote Job rotation and implementation of
rotation and location similar initiatives amongst all employee
change initiative to generations and gauge change in performance
upskill sales team by
end of Q2 FY 2022-23  (Regional Sales Manager) 
(Director of Sales)

7
Behavioural Parameters
Financial Perspective

Perspective Behavioral Parameters Measures

Financial Perspective 1) Understands and can • Employee engagement


implement Change • Communication
Management  effectiveness
• Employee satisfaction
2) Shows Sales Leadership survey results
attributes • Training participation

9
Customer Perspective

Perspective Behavioural Parameters Measures


Customer Perspective 1) Reflects Customer Focus in work • CSAT score 
2) Focuses on Quality aspect in • NPS score
customer handling  • Response time
3) Shows Problem Solving • Customer retention rate 
attributes to resolve customer
issues
4) Reflects an Accountable
behaviour and takes ownership of
the solving customer related
issues 

10
Internal Perspective

Perspective Behavioural Parameters Measures

Internal Perspective  • Understands and • Consumer Satisfaction Score


demonstrates empathy  • Net Promoter Score
• Is clear and effective in • Consumer Effort Score
communicating with • Follow up Surveys
suppliers as well as • Customer Feedback
customers

11
Learning & Growth Perspective

Perspective Behavioural Parameters Measures


Learning and growth perspective • Understands and adapts to changes in the • Retention of employee 
strategic and/or operational direction of the • Employee satisfaction
organization  • Employee productivity
• Shows foresight and imagination to see • Employee readiness
possibilities, opportunities and trends  assessment results
• Demonstrates commitment to seek out • Training participation tests
opportunities and contributes to developing
innovative or alternative solutions.  
• Understands the strategic direction and goals
of the organization and aligns personal
performance objectives with organizational
priorities.

12
THANK YOU
Group 4

Aarshi Singh

Ayush Dev

Esika Singh

Rashi Dhariwal

Sahil Sehrawat

Shruti Garg

Tirthankar Das
13

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