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Holistic framework for software development and productivity improvement
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• Dr. Patanjali Kashyap
• Angela Ruohan Wang
A holistic intelligence framework for
performance management in knowledge-
based industry
Agenda
• Introduction to the framework
• Theoretical development
• Implementation:
• Demo
• Challenges and future work
• Learnings
Traditional Performance Management
Solution Done
Hours workedProductivity =
S.No.Team Member
Name
Service
DomainSupport 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 / Service DeskIncident Management194.48 26 0.13 187 25.00
2 Technical Support / Service DeskIncident Management199.36 138 0.69 187 129.44
3 Technical Support / Service DeskIncident Management149.64 113 0.76 187 141.21
4 Technical Support / Service DeskIncident Management 184 156 0.85 187 158.54
5 Technical Support / Service DeskIncident Management 10 65 6.50 187 1215.50
6 Technical Support / Service DeskIncident Management 0 87 #DIV/0! 187 #DIV/0!
7 Technical Support / Service DeskIncident Management 0 43 #DIV/0! 187 #DIV/0!
8 Technical Support / Service DeskIncident Management 0 0 #DIV/0! 187 #DIV/0!
9 Technical Support / Service DeskIncident Management138.36 42 0.30 187 56.76
10 Technical Support / Service DeskIncident Management 84 1 0.01 187 2.23
11 Technical Support / Service DeskIncident Management124.3 239 1.92 187 359.56
12 Technical Support / Service DeskIncident Management219.2 277 1.26 187 236.31
13 Technical Support / Service DeskIncident Management147.1 25 0.17 187 31.78
14 Technical Support / Service DeskIncident Management112.02 70 0.62 187 116.85
15 Technical Support / Service DeskIncident Management153.37 87 0.57 187 106.08
16 Technical Support / Service DeskIncident Management 153 0 0.00 187 0.00
17 Technical Support / Service DeskIncident Management 183 125 0.68 187 127.73
18 Technical Support / Service DeskIncident Management134.09 344 2.57 187 479.74
Performing in the Knowledge-based industry
• Traditional industry
Machine power
Tangible assets
• Knowledge-based industry
“Brain power”
Intellectual assets
Brains ≠ MachinesKnowledge
Emotions
Value systemSocial
relationships
Intellectual
creation
Aspirations
Rational
reasoning
Holistic framework
Emotional
intelligence
Social
intelligence
Moral
intelligence
Spiritual
intelligence
Alignment of organization vision
with personal aspirationsEmployee: personal growth,
satisfaction, motivation
Corporate:
Improve
performance,
competitive
advantage
Smarter Organizations
Theoretical development Methodology
Business NeedsScientific basis of each
intelligence
Key performance Parameters
Psychometric measurement
Integration and personalized
improvement plan
What competencies to seek for?
Intellectual
assets
Bottom-up innovation, teamwork, open
knowledge sharing, adaptability to changes,
customer focus, spirituality
Motivation, integrity, collaboration, creativity, flexibility, holistic thinking
Emotional, Social, Moral and Spiritual Intelligence
Self awareness, emotional control, confidence, empathy, conscience, tolerance, inner drive, etc.
create
form
enable
Organizational objective
Individual
competence
Individual
characteristics
Corporate climate
Motivation Integrity Collaboration Creativity Flexibility Holistic Thinking
Emotional
Competen
cies
Confidence, Emotional
awareness, Emotional
management , Sustain
motivation, endurance, drive
for achievement
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
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
Emotional
Intelligence
“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.”
Dan Goleman (1995)
Emotional Intelligence
How does emotions work? Why does it matter?
Dorsolateral
prefrontal cortex: Formulate plans & strategies
Control behavior to execute
computational product
Stimulus
Amygdala
Thalamus
Emotional
response
Hippo-
campus
Reasoning
output
AssociativeLinear
Fast,
Irrational
• Neurological basis
• Parallel systems
& functions
• Integration of
emo/ info
processing
• High and low load
of response
• Aware of emotions & its responses
• Use the awareness to motivate
• Understand how E affects decision
and behaviors
• Fully utilize brain associative and
logical capacity
• Stress and change handling
EI qualitiesOrganizational
benefits
Innovation
Effectiveness
Teamwork
Adaptability to
change
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
Context-dependent
Key Emotional Intelligence performance indicators
• 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
Context-independent
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
Social Intelligence
• To “effectively navigate and
negotiate complex social
relationships and
environments”
-- Ross Honeywill
16
Understanding Social Intelligence
• Neurology
• 3 neuro subsystems of social intelligence :
• An integrated cortical subsystem: relies on long-term memory to make complex social judgments
• A frontal-dominant subsystem: organizes and generatessocial 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)
• …
Key Moral Intelligence performance indicators
• Empathy
• 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
Self Control Treating Others
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
• 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 systemCognitive corticesNeurochemical distribution patterns
(Damasio 1995, Churchland 2006,
sowell et al. 2003)
Novel idea
Appropriateness Implementation
Key Moral Intelligence performance indicators
• Integrity
• 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
Self Control Treating Others
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
(Singer & Gray, 1995)
• EEG studies: change in brain waves during meditation
• “God Spot”
• PET studies: active during
spiritual discussions
(Ramachandran & Blakeslee
,1998)
Key Moral Intelligence performance indicators
• 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
Integration of Knowledge Love and UnityIntegration of self
Marslow’s hierarchy of needs
Employee fulfillment
Social Intelligence
Moral Intelligence
Spiritual 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
survivePhysiological
Self actualization
Esteem
Love/Belonging
Safety
Social Intelligence
Moral Intelligence
Rational intelligence
Emotional Intelligence
Internal Processes
Financial
Customer
Employee Learning
and Growth
Holistic framework
• Software implementation
Learn the technology
Requirement and design documents
Implement
Testing
Technical framework
presentationBusiness
Logic
Data Access Layer
Data
Storage
Web app flowchart
Database
Create/manage
assessment and
surveys
Create user
Create userView
Under patent……so not presenting complete picture
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
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
0
20
40
60self awareness
Empathy
Situationalradar
Effectivecommunication
Influencingothers
emotional selfmanagement
help desk
employee1
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