firob- questionare

FIRO-B

Name

Directions:

1)

Please place the number of the answer that best applies to you in the space at the left

of the statement. Please be as honest as you can.

2)

From No. 1-16, answer according to;

1) Usually

2) Often

3) Sometimes

4) Occasionally

5) Rarely

6) Never

S.N.

Question

Reply

1

I try to be with people

2

I let other people decide what to do

3

I join social groups

4

I try to have close relationships with people

5

I tend to join social organizations when I have an opportunity

6

I let other people strongly influence my actions

7

I try to be included in informal social activities

8

I try to have close personal relationships with people

9

I try to include other people in my plans

10

I let other people control my actions

11

I try to have people around me

12

I try to get close and personal with people

13

When people are doing things together, I tend to join them

14

I am easily led by the people

15

I try to avoid being alone

16

I try to participate in group activities.

3

From No. 17-40, answer according to;

1) Most

2) Many

3) Some

4) Few

5) One or two

6) Nobody

people

people

people

people

people

17

I try to be friendly with people

18

I let other people decide what I do

19

My personal relationships with people are cool and distant

20

I let other peole take charge of things

21

I try to have close relationships with people

22

I let other people strongly influence my acitons

23

I try to get close and personal with people

24

I let other people control my actions

25

I act cool and distant with people

26

I am easily led by people

27

I try to have close, personal relationships with people

28

I like people to invite me to do things

29

I like people to act close and perrsonal with me

30

I try to influence strongly the actions of other people

31

I like people to invite me to join in their activities

32

I like people to act close towards me

33

I try to take charge of things when I am with people

34

I like people to include me in their activities

35

I like people to act cool and distant towards me

36

I try to have other people do things the way I want them done

37

I like people to ask me to participate in their discussions

38

I like people to act friendly towards me

39

I like people to invite me to participate in their activities

40

I like people to act distant towards me

3

From No. 41- 54, answer according to;

1) Usually

2) Often

3) Sometimes

4) Occasionally

5) Rarely

6) Never

41

I try to be the dominant person when I am with people

42

I like people to invite me to do things

43

I like people to act close towards me

44

I try to have other people to do things I want done

45

I like people to invite me to join in their activities

46

I like people to act cool and distant towards me

47

I like to influence strongly other people's actions

48

I like people to include me in their activities

49

I like people to act close and personal with me

50

I try to take charge of things when I am with people

51

I like people to invite me to participate in their activities

52

I like people to act distant towards me

53

I try to have other people to do things the way I want them done

54

I take charge of things when I am with people

cuika - targets benchmark vs1.2

	Metric	Scale	Target
	Client Sat	For eg: on a scale of 1 -5 , 4 & 5 would be Top 2 boxes	>=80% on Top Two boxes
	Client Dis Sat - Ontime to Respond		>=90%
	End User Sat		>=85% on top two boxes
	End User Dis Sat	For eg: on a scale of 1 -5 , 1 & 2 would be bottom 2 boxes	<=5% on Bottom Two boxes
	Occupancy		>=84%
	Training Quality		>=85%
	Utilization		>=86%
	Recruitment Ontime		>=90%
	On Time		>=95%
	Backlog		<=1 Cycle Late
	Non-Critical ErrorAccuracy		>=95%
	End User Critical Error Accuracy		>=98%
	Business Critical Error Accuracy		>=95%
	HelpDesk Quality		>=98%
	Telecom Uptime		>=99.6%
	MIS Uptome		>=99.6%

Shrinkage Report

You could put your verification ID in a comment Or, in its own meta tag Or, as one of your keywords

7.0 Shrinkage Report

7.1 Purpose

The purpose is to have a documented procedure for tracking adherence to the schedules of the agents for all Operational Processes .

7.2 Scope

This is useful to the Operations Team to track adherence to the schedules of the agents.

7.3 Objective

The objective is to track adherence to the schedules and reduce deviations that would affect the Service Levels.

7.4 Procedure

WFM releases TL wise shrinkage quota along with the roster. TLs sanction unplanned leaves based upon leaves quota available with them and submit leave forms to WFM.

WFM cross checks the leaves received with the quota allocated and update records.

TL wise shrinkage report is released on daily basis and shrinkage exceeding quota highlighted in RED.

Target Shrinkage for a process is 23% ( 15% WO+3% Leaves+5%Unplanned leaves or absenteeism).

7.5 Service Level Agreement

To publish the daily adherence report on or before 1100 hrs everyday & Shrinkage Quota on or before Friday.

7.6 Metrics

80% compliance to the SLA