Holistic framework for software development and productivity improvement

1. A holistic intelligence framework for
performance management in knowledge-based
industry
• Dr. Patanjali Kashyap
• Angela Ruohan Wang

2. Agenda
• Introduction to the framework
• Theoretical development
• Implementation:
• Demo
• Challenges and future work
• Learnings

3. Traditional Performance Management
Solution Done
Hours worked
S.No.
Team Member
Name
Productivity =
Service
Domain
Support Area
Hours
spent in
the
activity
for the
month
Number
handled
per
month
Average
Number
handled
per hour
Standard
Monthly
Hours
Average
Number
handled
per
month
1 ** Technical Support Inc/i dSernvti cMea Dneasgkemen1t94.48 26 0.13 187 25.00
2 Technical SuppoIrnt c/i dSernvti cMea Dneasgkemen1t99.36 138 0.69 187 129.44
3 Technical SuppoIrnt c/i dSernvti cMea Dneasgkemen1t49.64 113 0.76 187 141.21
4 Technical SuppoIrnt c/i dSernvti cMea Dneasgkement 184 156 0.85 187 158.54
5 Technical SuppoIrnt c/i dSernvti cMea Dneasgkement 10 65 6.50 187 1215.50
6 Technical SuppoIrnt c/i dSernvti cMea Dneasgkement 0 87 #DIV/0! 187 #DIV/0!
7 Technical SuppoIrnt c/i dSernvti cMea Dneasgkement 0 43 #DIV/0! 187 #DIV/0!
8 Technical SuppoIrnt c/i dSernvti cMea Dneasgkement 0 0 #DIV/0! 187 #DIV/0!
9 Technical SuppoIrnt c/i dSernvti cMea Dneasgkemen1t38.36 42 0.30 187 56.76
10 Technical SuppoIrnt c/i dSernvti cMea Dneasgkement 84 1 0.01 187 2.23
11 Technical SuppoIrnt c/i dSernvti cMea Dneasgkement124.3 239 1.92 187 359.56
12 Technical SuppoIrnt c/i dSernvti cMea Dneasgkement219.2 277 1.26 187 236.31
13 Technical SuppoIrnt c/i dSernvti cMea Dneasgkement147.1 25 0.17 187 31.78
14 Technical SuppoIrnt c/i dSernvti cMea Dneasgkemen1t12.02 70 0.62 187 116.85
15 Technical SuppoIrnt c/i dSernvti cMea Dneasgkemen1t53.37 87 0.57 187 106.08
16 Technical SuppoIrnt c/i dSernvti cMea Dneasgkement 153 0 0.00 187 0.00
17 Technical SuppoIrnt c/i dSernvti cMea Dneasgkement 183 125 0.68 187 127.73
18 Technical SuppoIrnt c/i dSernvti cMea Dneasgkemen1t34.09 344 2.57 187 479.74

4. Performing in the Knowledge-based industry
• Traditional industry
Machine power
Tangible assets
• Knowledge-based industry
“Brain power”
Intellectual assets

5. Brains ≠ Machines
Knowledge
Emotions
Value system
Rational
reasoning
Social
relationships
Intellectual
creation
Aspirations

6. Holistic framework
Emotional
intelligence
Social
intelligence
Moral
intelligence
Spiritual
intelligence
Alignment of organization vision
with personal aspirations
Employee: personal growth,
satisfaction, motivation
Corporate:
Improve
performance,
competitive
advantage
Smarter Organizations

7. Theoretical development Methodology
Business Needs
Scientific basis of each
intelligence
Key performance Parameters
Psychometric measurement
Integration and personalized
improvement plan

8. What competencies to seek for?
Motivation Integrity Collaboration Creativity Flexibility Holistic Thinking
Intellectual
assets
Bottom-up innovation,
teamwork, open
knowledge sharing,
adaptability to changes,
customer focus,
spirituality
create
Confidence, Emotional
awareness, Emotional
management , Sustain
motivation, endurance, drive
for achievement
Motivation, integrity, collaboration,
creativity, flexibility, holistic thinking
Emotional
Competen
cies
Corporate climate
characteristics
Emotional, Social, Moral and Spiritual Intelligence
Self awareness, emotional control, confidence,
empathy, conscience, tolerance, inner drive, etc.
form
enable
Organizational objective
Individual
Individual
competence
Emotion and
Impulse control,
confidence in one’s
values and
principles
Healthy self-regard,
Optimism, Impulse control
Optimism,
emotional
management,
confidence
Stress management,
Emotion and Impulse
control, Stable self
esteem
Emotional awareness
Social
Competen
cies
Motivating/ managing
others’ emotions
Empathy,
Understand complex
social relationships
Empathy, Situational
radar, Resolve conflicts,
Change catalyst,
Moving others towards
oneself, Responsiveness,
Authenticity, sincerity
Self-expression,
Influencing others
Building bonds,
effective
communication,
Situational radar,
resolve conflicts
Empathy, Situational radar
Moral
Competen
cies
Responsibility, self-control Moral judgment,
Stand up against
injustice, Keep
promises
Respect, Tolerance Social
responsibility
Tolerance Social responsibility, apply
universal principles to
personal actions
Spiritual
Competen
cies
Self-understanding, Access
to deep values and will,
inner harmony, purpose
seeking
Intrinsic drive to
serve and give,
Access of deep
values of self,
Meaning seeking
and led by vision
Embrace diversity, love
and unity with people
Spontaneity and
energy, Seeking
truth and curious,
Flexibility of
perspectives
Time-management,
Flexibility of
perspectives
Seeing the fundamental
and essence, love and
unity with nature/universe

9. Neurological understanding of each
intelligence
Identifying competencies
in brain:
• Active areas: brain
imaging such as fMRI,
PETs
• Brain waves: EEG
• Lesion behavior
studies
• Structural connectivity
patterns

10. “The capacity for recognizing our own feelings and those of
others, for motivating ourselves, and for managing emotions
well in ourselves and in our relationships.”
Emotional
Intelligence
Dan Goleman (1995)
Emotional Intelligence

11. Dorsolateral
prefrontal cortex:
Formulate plans & strategies
Control behavior to execute
How does emotions work? Why does it matter?
computational product
Stimulus
Amygdala
Thalamus
Emotional
response
Hippo-campus
Reasoning
output
Associative
Linear
Fast,
Irrational

12. • Neurological basis
• Parallel systems
& functions
• Integration of
emo/ info
processing
• High and low load
of response
EI qualities
Organizational
benefits
• Aware of emotions & its responses
Innovation
• Use the awareness to motivate
Effectiveness
• Understand how E affects decision
and behaviors
Teamwork
• Fully utilize brain associative and
logical capacity
Adaptability to
change
• Stress and change handling

13. Reference from acknowledged EQ measurement
tools & classifications
• Bar-On’s EQ-i® and EQ-360™
• Goleman and Boyatzis’ ECI 360
• Mayer, Salovey, and Caruso’s MSCEIT™
• Orioli and Cooper’s EQ Map®
CROSS-REFERENCE
MATRIX:
For cross referencing
different competencies
described in the 4
measures of EQ

14. Key Emotional Intelligence performance indicators
Context-independent
Context-dependent
• Emotional self awareness
• Aware of the emotion being
experienced
• Understand how the emotion is linked
to one’s thoughts and behaviors
• Understand how the emotion is related
to one’s values and goals
• Insight of what and how environmental
factor has triggered the emotion
• Managing emotions in self
• Impulse control
• Controlling negative emotions:
distress, jealousy, etc.
• Intentionally eliciting and sustaining
feelings when needed
• Mental adaptability to changes
• Stress management
• Optimism
Healthy self attitude Motivation
• Need for achievement
• Drive for self improvement
• Sustain motivation/ endurance
• Context factors: commitment/interest
for this particular project/team/field/
• Confidence in self values and principles
• Trust in self abilities and judgment in
general/ particular project/field/position
• Self regard: not inferior/superior to
others
• Stability of self esteem

15. 15
Social Intelligence
• To “effectively navigate and
negotiate complex social
relationships and
environments”
-- Ross Honeywill

16. Understanding Social Intelligence
• Neurology
• 3 neuro subsystems of social
16
intelligence :
• An integrated cortical
subsystem: relies on long-term
memory to make
complex social judgments
• A frontal-dominant subsystem:
organizes and generates
social behaviors
• A limbic dominant subsystem :
rapidly produces emotional
responses to events.
(Taylor & Cade 1989)
• Existing research
• Sensitive to context (Sternberg 1985,
1988)
• Social competence prototype
(Sternberg et al. 1981, Kosmitzki & John
1993)
• Distinction between intrapersonal vs.
interpersonal (Gardner 1983)
• Judgment of personality (Vernon 1933)
• Cognitive:
• Social concept (Cantor & Kihlstrom
1987)
• Social Knowledge (Cantor et al. 1987,
1998)
• Social Maturity Scale (Vineland 1947)
• …

17. Key Moral Intelligence performance indicators
• Empathy
Self Control Treating Others
• Interest in others’ concerns and
feelings
• Understand other’s feelings, concerns
and perspectives
• Able to reconcile conflicting opinions
incorporating other’s needs and
feelings
• Effective communication
• Assertiveness
• Provision of feedback
• Authenticity, sincerity
• Express own feelings
• Show sympathy
• Good listening skills
Situational radar Influencing others
• Interest in others’ concerns and
feelings
• Understand other’s feelings, concerns
and perspectives
• Able to reconcile conflicting opinions
incorporating other’s needs and
feelings
• knowledge of rules and norms in
human relations
• Self positioning and understanding
(general and in specific situation)
• Judge other’s personality
• Understand complex social
relationships
• Devise strategies that are most likely
to be successful in the current social
situation

18. Moral intelligence
• to determine how to
apply universal moral
to our personal values,
goals and actions
• to act on our moral
principles

19. Understanding Moral Intelligence: neuroethics
• Moral reasoning involves
• widespread brain systems
19
• VM (ventromedial) cortex study
• VM patients:
 moral judgments
× Moral behavior (Neuroethics, 2006 )
 moral judgments and moral behavior separate
 hard to measure behavior through self report
Role in Creativity
Emotional system
Cognitive cortices
Neurochemical distribution patterns
(Damasio 1995, Churchland 2006,
sowell et al. 2003)
Novel
idea
Appropriateness Implementation

20. Key Moral Intelligence performance indicators
• Integrity
Self Control Treating Others
• Act consistently with universal
principles, values, and beliefs
• Tell the truth
• Stand up against injustice,
corruption, etc.
• Keep promises
• Respect
• Respect and take interest in others’
feelings, work, culture and welfare
• Treat others courteously
• Not harm others
• Treat others fairly
Responsibility Tolerance
• Handle constructive criticism well
• Tolerate disagreeing opinions
• Tolerate different abilities and
personalities
• Forgive others’ mistakes
• Committed to carry out assigned
work
• Take responsibility for results of
decisions and conducts, esp.
mistakes
• Embrace responsibility for the
welfare of the team/organization
• Social responsibility

21. Spiritual intelligence
• To access the deepest self, meaning,
values, intrinsic energy
--Integration of self
• Love and unity with environment

22. Understanding Spiritual Intelligence: neurology
• Unity and binding of neurons
• Synchronized brain electromagnetic waves
22
(Singer & Gray, 1995)
• EEG studies: change in brain waves during meditation
• “God Spot”
• PET studies: active during
spiritual discussions
(Ramachandran & Blakeslee
,1998)

23. Key Moral Intelligence performance indicators
Integration of self Integration of Knowledge Love and Unity
• Love and unity with
people
• Love and unity with
nature/universe
• Intrinsic drive to
serve and give
• Empathy
• Competitiveness
• Access of deep values and
will of self
• Holistic
understanding/evaluation of
self’s tendencies, abilities
and position in relation with
the world
• Purpose seeking and
vision-led
• Inner harmony of will and
reality
• Spontaneity and energy
• Optimism
• Seeking truth and
curious
• Seeing the
fundamental and
essence
• Flexibility of
perspectives
• Time management

24. Employee fulfillment
Marslow’s hierarchy of needs
Spiritual
Intelligence
Social
Intelligence
Moral
Intelligence
Emotional
Intelligence
Creativity,
uniqueness,
capable,
aware,
ideal self,
discover meaning of life
Self-esteem, achievement,
respect of others, respect by
others
To love others, love oneself, be
loved, trust others and be trusted,
belonging to the team & organization
Emotional stability, moral environment,
security of employment, financial security
Self actualization
Esteem
Love/Belonging
Safety
Physiological survive

25. Social
Intelligence
Moral
Intelligence
Rational
intelligence
Emotional
Intelligence
Internal
Processes
Financial
Customer
Employee
Learning
and Growth
Holistic framework

26. Learn the technology
Requirement and design
documents
Implement
Testing
• Software implementation

27. Technical framework
presentation
Business
Logic
Data Access Layer
Data
Storage

28. Web app flowchart
Create/manage
assessment and
surveys
Database
Create user
Create user
View
Under patent……so not presenting complete picture

29. Challenges & Future Work
Factors undermining questionnaire results
• Self awareness – part of EQ
• Self regard – part of EQ
• Honesty – part of MQ
• Cognitive biases: attribution and self-serving bias
Multi-rater assessments
Actual behavioral assessments: recognize and award good moral/social
behavior
Include situational analysis questions
Little or no correlation with compensation: learning and growth/
performance improvement purposes

30. Challenges & Future work
• Some of the EI, SI and MI constructs are a mix with personality traits
Focus on necessary skills for now
 Incorporate personality typing in the training
• Different career/ occupation emphasize different competencies
 add specialized parameters for specific careers
 assignment of tasks, hiring
 career planning
self awareness
60
40
20
0
Empathy
Situational
radar
Effective
communication
emotional self
management
Influencing
others
help desk
employee1

31. Challenges & Future Work
• Associate training plans
Assessment
• Understanding strength and weakness of self and others
• Orientation workshop on EI, MI, SoI, SpI
• Discussion and sharing within the team
Goal alignment
• Introspection: align actual self with ideal self and team goals
• Team discussion on shared values and goal alignment
• Input to tracking system
Action plan
• Suggestion of new behavior
• Recording action plans
• Sharing on forum
implementation
• Pairing up to practice new behavior
• Finding and building coaching relationships
• Tracking progress