Aircel : Balanced Scorecard (BSC)

Balanced Scorecard (BSC) is a planning and management system used to align

business activities to the vision and strategy of the organization, and monitor

performance against strate goals. It is an established framework for enterprise

effectiveness management, enabling alignment of different functional units to

the organization's goals. Aircel is driving BSC as the framework to measure the

IT capability and its contribution to organizational goal with a quarterly

review of IT process and system performance in delivering business value.



The team focused on service delivery objectives of 'Effective Project
Management,' 'Change Management,' 'IT Risk Management' apart from quality

framework (including ITIL). Objectives towards strate partnership with Wipro

included 'Program Governance', 'Effective Communication Management' and

'Effective Resource Management'. Tools like EPM and EMS were deployed for

measuring the KPIs and tools for CSAT. Overall, 166 processes were implemented

with the help of these tools and applications. Data extracted from different

systems are summarized and balanced score card are created from these summary

data to measure the performance of process against the set benchmark. Benefits

of this implementation are: initiatives and projects which were more aligned to

organization's strategy were given more focus, improvement in IT function's

performance by focusing on what matters. IT performance was measured

effectively.