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Role of MC in TM Driving Quality Delivery
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Role of MC in TM Driving Quality Delivery


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  • 1. Role of MC in ensuring TM drives quality
  • 2. MCVP TM and MCVP Exchange ensure LCs are planning talent for Quality delivery and have the right structure, JD and KPI Connect this to implementation and tracking of the Team Minimums
  • 3. Downs cale Partner ships  Ensure all GIP and GCDP teams are completely on top of Expectations and internship details along with entity partner  Downscale Information about quality from the entity partner  With specific LCs that are delivering to specific partnerships, involve LCVPs in skype calls with entity partner LCVPs as well to ensure smooth communication IT IS NOT ENOUGH TO ONLY DOWNSCALE THE GOAL!!
  • 4. Intens e Educa tion
  • 5. “ Does EVERY team member and team leader know HOW to use NPS?
  • 6. “ Does every LC know which LC in which country/entity they should match with and what kind of expectation setting to do with them?
  • 7. Go through L&D content to know exactly what education MC can deliver to ensure quality experience delivery
  • 8. NPS downscalin g to LCs • As MC, ensure the LCs know the key detractor issues that you need to eliminate and how to eliminate these issues • Ensure LCs are firefighting within 48 hours • Ensure you are TRACKING and MEASURING every LC on NPS on a weekly basis • Every teams KPI is % of Promoters/Total Realizations and the MC is tracking this also along with the % of a particular detractor issue decreasing
  • 9. Timeli ne. Start now!
  • 10. May 1- 15: • Ensure every LC has capacity (Depending on it focus programme and realization volume) to delivery quality XPs • Check JD and KPI of teams May 15- 30: • If low capacity then start recruiting/reallocating members to ensure there are people assigned to it • In this period design education cycle and start implementing
  • 11. June: • Implement education cycle with LCs • Ensure capacity creation for off peak teams in GIP and GCDP July: • Ensure LCs are delivering to Eps, R&R for LCs with good delivery • Track NPS Usage of LCs • Continue education and messaging around quality XPs leading to growth