goal setting process –fy î

1 © FIRSTSOURCE 2020 | CONFIDENTIAL I 3 August 2021

Goal Setting Process – FY ‘22A Ready Reckoner

Contents

2 © FIRSTSOURCE | CONFIDENTIAL I 3 August 2021

• Goal Setting Context………………………………….…..Page 3

• ACE – System Walkthrough………………………....…Page 6

o Login…………………………………………………….…..Page 7

o Employee View & Actions…………………….……Page 8

o Setting Goals………………………………………….Page 9

o Editing Goals………………………………………….Page 14

o Additional Resources……………………………..Page 15

o Status Check…………………………………………..Page 16

o Manager View & Actions………….………..……..Page 17


Scope: This process applies to employees in the Executive & Above cadre (grades F2 and above) globally

Timeline : Annual

The Goal Setting process can be divided into three phases:

1. Goal Planning – The initial expectations and goal‐setting conversations between Manager and Direct Reports, covering org

priorities, goals, action plans, and criteria for successful performance and learning needs that go into Individual Development

Plan (IDP)

2. Goal Setting in ACE – Employees to submit goals in ACE – the FSL performance management tool

3. Goal Approval/Modification – Managers to review and approve goals in ACE; Employees to modify goals that are not approved

or have changed during the year

GOAL SETTING PROCESS



The Goal Sheet comprises of 4 quadrants corresponding to our 4 strategic pillars:



Grow•Focus on both top line and bottom- line growth•Example: “How do we identify and capitalize on

profitable businesses?”, “How do we define profitability?”

Operations Excellence•The Ops excellence perspective looks at how

smoothly business is running•Efficiency is key•Examples: “What must we excel at: NPS / CSAT /

AHT yield?”, "How do we optimize our Ops Metrics?"

Digital First Digital Now •Use digital in the way work gets done•Leverage technology to scale/optimize to solve

customer problems•Examples: "How do we automate the processes

we handle?”, "How do we grow our Digital revenue?”

People and Culture•Encourage Firstsourcers to engage, develop and

retain their team members•Examples: "How do we embed a purposeful

culture?“, "How to improve capability?", "How do we invest in our people?”

This encourages each individual to think about how their goals align to the organization’s priorities

6

Goal Setting on ACE: System Walkthrough


System View – Login

1. Login to ACE tool through using the URL : https://ace.firstsource.com/ACE/Login.aspx

https://ace.firstsource.com/ACE/Login.aspx

8

Employee view & actions


System View – Employee Setting Goals

From the menu on the left panel select Contribution – Goal Sheet FY22: My ACE >> Contribution – Goal Sheet FY22



Update the following for each of the quadrants (Grow / DFDN / Operations Excellence / People & Culture)

a. Goals – End objective to be achieved

b. Key Results – Lead and Lag Indicators for the Goals

c. Weightage - Minimum 5 to Maximum 20 based on priorities

d. Measurement Criteria – Values for the Lead & Lag Indicators for each score on scale of 1 to 5

e. Select Manager - Reporting manager (default) or Matrix Manager (if mapped in SAP)



1. You can “Add More” goals for each quadrant

2. You can “Save” your work and complete later

3. You can “Submit” when all sections are complete

4. If you do not have goals in any of the quadrants, please delete the blank goal that is provided for that quadrant

1

2 3

4



Before you submit:

• Weightages across the goal sheet must add up to 100%

• Defining the measurement criteria for scores of 2, 3 and 4 are mandatory

• You can export your goal document into excel for your reference or to share with your Manager

offline before submitting on ACE



Matrix Manager

• Employee can map specific goals to the matrix manager as applicable; These goals need to be reviewed and approved by the

Matrix manager

• The Primary Manager will be able to view these goals but not approve or reject

• The goal setting process is Complete only when Primary and Matrix Manager approve the employee goals mapped to them

respectively

Manager 2

Manager 1

Manager 2


System View – Employee Editing Goals

• At any time, employee can modify goals by clicking on ‘EDIT’ option next to the goal(s) in ACE tool. This can be used:

• To update a goal rejected by the Manager

• In case of any change in role or priorities for the year

• Employee should update the reason for change before re-submitting the Goal.

• Once edited, the goal needs to be reviewed and approved by Manager once again


Additional Features on the Goal Sheet

• Employees can also view Manager’s goals (for reference only), once the Manager’s goals are submitted and approved on ACE

• For specific roles, indicative goals are also available in the goal repository in ACE and can be copied into the employee’s goal

sheet; please refer to guide on ‘How to use Goal Repository’ for more details

• Employees can use “Copy Last Year’s Goal” feature to copy 1 or more goals from previous year and edit it thereafter to create

new goals for the current year


System View – Goals Status

Employee can check the status of the goals at any time.

• Log in to ACE

• On the Home Page -> Click on ‘My Dashboard’

• Check Status: Submitted and Approved

17

Manager View & Actions


System View – Manager Review and Approving Goals

• Once the employee submits the Goal sheet, the manager gets a trigger email stating that the Goals has been

submitted by the employee

• Matrix managers will receive a trigger too, where applicable

• The process to review and approve / reject goals is same for both Managers


System View – Manager Review and Approving Goals

Process Flow for Approval / Rejection

• Manager logs into ACE through https://ace.firstsource.com/ACE/Login.aspx

• Navigate to DR’s ACE -> Executive and Above -> Select Employee -> Contribution – Goal Sheet FY ’22

• Review the goals mapped and select ‘Approved’ or ‘Not Approved’ for each Goal

https://ace.firstsource.com/ACE/Login.aspx


System View – Goals Status for DRs

• Navigate to DR’s ACE -> Executive and Above -> DR’s Dashboard

• Select the name of employee from drop-down to view or export Goal Setting Status

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21 © Firstsource Solutions Limited | Confidential | 03 August 2021

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