1. KATALYST
Balanced Scorecard
BSC Help Desk
Responsibilities of the BSC Help Desk
31-Jul-10

2. tasksatthebschelpdesk-100730043818-phpapp02.xls
S No. Responsibilities of the BSC Help Desk
1 Handling login creation
2 Handling password resets
3 Support in the creation of initiatives
4 Change user rights / user access
5 Manage queries by telephone and emails inthin SLA
6 Basic support on Balanced Scorecard concepts for users
7 Support in data entry and data correction of past data upon approval of the governance council only
8 Support in creating Reports
9 Support in setting up Analysis
10 Functional support of Covenark when required specially by IT
11 SPOC for IT team on support for core IT issues that may arise
12 SPOC between
13 Annual roll over activities
14 Creating new measures once approved by the Governance Council
15 Functional support and training to users on the tool
16 Support to users on Reviews
17 Manage all of the above within predetermined SLA's
SLA
1 Handling login creation
Any request from Hotel or corporate office to create new logins will go to the IT HelpDesk. BSC HelpDesk
6 hrs
will provide any support required in this regard.
2 Handling password resets
Password resets will be handled by IT HelpDesk. BSC HelpDesk will provide support when required 6 hrs
3 Support in the creation of initiatives
BSC HelpDesk will proivde help through "On Call" to provide step by step guidance to users to setup their
initiatives and manage their initiatives. The guidance should be positioned as a training activity to ensure 1 Day
that the user need not call again for the same requirement.
4 Change user rights / user access
All changes to user rights / access will be done by the BSC HelpDesk ONLY WHEN THE REQUEST HAS
BEEN APPROVED BY THE BSC GOVERNANCE COUNCIL. Any direct request should be replied back with
1 day
a request to get the approval from the BSC govenance Council. Head of BE should be informed of such
requests.
5 Manage queries by telephone and emails within SLA
Appropriate SLA's should be created for each of the tasks being managed by the BSC HelpDesk. These
SLA's should be signed off by the Governance Council. Head of BE should be sent monthly reports on the 1 day
performance against the targets.
6 Basic support on Balanced Scorecard concepts for users
BSC HelpDesk shoule be able to provide the users some basic understanding of the BSC concept relating
to Taj. This includes the objectives, measures, initiatives and how they cascade and impact the enterprise 1 day
scorecard.
7 Support in data entry and data correction of past data upon approval of the governance council only
Most data within bsc software will be automatically populated from the relevant systems that are authorized
to store the information. However, there are some measures that are not captured from any system ans are
eyed in manually. Once data has been entered into Covenark, editing/deleting the data will be allowed upto
1 day
a few days of data entry as per guidelines. Any changes in the data beyond the stipulated timeline will not
be allow excpt with a valid justification which has been approved by the Governance Council. Such changes
will need to me documented in the "Remarks" column of the measure.
8 Support in creating Reports
BSC HelpDesk will support the users in the creation of reports, and the creation of predefined reports that
can be accessed by all users. All report requests need to be approved by Head of BE to ensure that data 3 days
confidentiality is maintained.
9 Support in setting up Analysis
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To ensure that Analysis tool is used effectively and there is appropriate logic in the analysis, the BSC
HelpDesk will support the user in the creation of the required analysis. Any request for such analysis should 3 days
be approved by the Head of BE to ensure the result is interpretted in its true spirit.
10 Functional support of Covenark when required specially by IT
BSC HelpDesk should be the single point of contact to provide any IT related queries coming from any IT
department (hotel or corporate). Any requests to (company) relating to IT should be routed through the BSC 1 day
HelpDesk who should maintain a record of such engagements
11 SPOC for IT team on support for core IT issues that may arise
BSC HelpDesk will be the single point of contact to record and communicate any suport required by IT that
1 day
requires (Company) intervention.
12 SPOC between mPOWER and Taj
BSC HelpDesk will be the authorized SPOC between company and (company) in rlation to any issue
regarding the software. All communication needs to be copied to the Head of BE for record.
13 Annual roll over activities
Annual roll over activiteis relating to the scorecards will be managed and communicated by the BSC
HelpDesk
14 Creating new measures once approved by the Governance Council
Any new measure to be included into any scorecard has to be approved by the BSC Governance Council.
No changes, editing or deletion of any measure will be allowed without prior approval of the Governance 1 day
Council. Measurement Definition Template needs to be used to communicate the same.
15 Functional support and training to users on the tool
BSC HelpDesk will support the users in the use of bsc software and will coordinate or manage any user
training required, online or as a workshop if requested by the hotel. Any such requests should be routed 1 day
through the Head of BE for approval.
16 Support to users on Reviews
BSC HelpDesk will support the users on how to conduct reviews. This will include training on how to set up
1 day
reviews and how to conduct the review and manage the post review reporting
17 Manage all of the above within predetermined SLA's
BSC HelpDesk needs to manage all the tasks within prescribed SLA's. Reports on the performance needs
to be sent to the Head of BE every month and any issues that impede delivey within SLA needs to be
discussed and resolution identified.
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