Performance Appraisal System In Bpos: A Field Study
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PERFORMANCE APPRAISAL SYSTEM IN BPOs: A FIELD STUDY
INTRODUCTION Forrester research predict that 3.3 millions US jobs to move offshore by 2015 Nasscon – mckinsey report says that total opportunity is at $148 billion India - 540000 jobs with revenue of $24.67 billion
3R RECRUITMENT RETAINING REWARDING
Rank Parameter 111
score Rank Parameter
score
Training
8.4
1
people
8.2
2
Overall satisfaction
8.3
2
Company culture
8.2
3
people
8.3
3
Overall satisfaction
8.1
4
Company culture
8.2
4
Training
8.0
5
Appraisal system
7.8
5
Composition satisfaction
7.6
6
Job content
7.7
6
Job content
7.5
7
Composition satisfaction
7.5
7
Appraisal system
7.5
8
Salary & compensation
7.4
8
Salary & compensation
7.1
REASONS FOR JOINING ORGANISATION High growth opprtunity -51.8 Salary is good - 45 Good working environment – 44.9 Transport facility available – 38.6 Good benefits – 37.5 Job content – 36.2 College like atmosphere – 33.3
Flexibility of time - 25.7 Can make a lot of friends – 22.6 Education level does not matter – 19.7 Attractive lifestyle – 18.9 Peers are of same age group – 17.7 Found nothing better to do – 10.2 Did not get a better job – 7.7
REASON FOR LEAVING ORGANISATION For higher education – 42 Salary – 39.7 Timing – 35.1 For marriage – 33 No growth opportunity – 33 Illness – 27.2 Physical strain – 27.1
No personal life – 24.6 Insufficient leave – 23.2 Uneasy relationship with peers - 12.5 Friends moving out – 10.8 Job contents – 9.9 Transportation - 6.8 Misguidance by the company – 5.1
CHARACTERISTICS OF GOOD PERFORMANCE MANAGEMENT Career progression for all employees Match between organizational goals & individual goals Employees involvement in setting up of goals A clear linkage between performance & appraisal
BPO-1
PERFORMANCE APPRAISAL SYSTEM Frequency of performance appraisal
once in a year probation period Focus of the appraisal system Methodology of appraisal system HR Manager Report manager
Performance parameters
Goals competencies Rating Feedback mechanism Rewards
BPO-2
INTRODUCTION This BPO handles inbound process. Which means receiving calls from the
customers and solving there queries.
PERFORMANCE APPRAISAL SYSTEM 1. Frequency of performance appraisal 2. Focus of the appraisal system: KRA’s & KPA’s 3. Methodology of appraisal system: Structured
differently for different levels. 4. Performance parameters: Job knowledge, Adherence to schedule, Adaptability & flexibility, Communication, Interpersonal Skills & Customer Orientation.
1. Ratings 2. Feedback mechanism 3. Rewards
BPO-3
INTRODUCTION It was founded in March 2004. It is fully owned subsidiary of a leading
industrial conglomerate in India. It is latest venture of this grp. It caters to their internal needs/clients. It is now catering to customer care requirements of grp. Of telecom Co. It is operating with 3000 plus workforce.
PERFORMANCE APPRAISAL SYSTEM 1. Frequency of performance appraisal 2. Focus of the appraisal system 3. Methodology of appraisal system 4. Performance parameters 5. Ratings 6. Feedback mechanism 7. Rewards
BPO-4
INTRODUCTION Has its offices in 3 southern cities which
provides data processing and customer service facilities. There are 3 different types of organization structures : Matrix based BPO process based Functional based
PERFORMANCE APPRAISAL SYSTEM 1. Frequency of performance appraisal 2. Focus of the appraisal system 3. Methodology of appraisal system 4. Performance parameters 5. Ratings 6. Feedback mechanism 7. Rewards
BPO-5
INTRODUCTION Part of a global IT services company specializing
in resting, development and certification solutions. Provides quality assurance and third party
confirmation. Maintains testing facilities in Europe, USA and
India.
PERFORMANCE APPRAISAL SYSTEM 1. Frequency of performance appraisal: After completion of 6 months from the date of joining thereafter once in a year. 2. Focus of the appraisal system: Responsibilities, Achievements and goals. 3. Methodology of appraisal system: Not disclosed
4.
Performance parameters: Performance in work, role as a team member, new technologies learnt.
5.
Ratings: Not disclosed
6.
Feedback mechanism: Only in case of disagreements.
7. Rewards: Not disclosed.
BPO-6
INTRODUCTION A captive BPO- leader in the business Services
and Technology Solutions industry.
Established in 1997 in India, operates in 4
countries with a workforce of 18000 plus employees.
Its revenue in 2004 exceeded US$400 million.
PERFORMANCE APPRAISAL SYSTEM 1.
Frequency of performance appraisal: Once in a year. For trainees after probation period of 6 months.
2. Focus of the appraisal system: Productivity and Quality. 3. Methodology of appraisal system: Done by team leader and reporting manager once a month.
4. Performance parameters: Handling time ASA- Average Speed to Answer ROC- Resolution On 1st Call PNR- Problem Not Resolved 5. Ratings: Not disclosed 6. Feedback Mechanism: Exists. 7. Rewards: monthly as well as annual incentives are given.
BPO-7
INTRODUCTION Subsidiary of a telecom company. Leading domestic call centre providing
inbound and outbound services. Start off operations in 1995 as a joint
venture with a global electronics giant.
PERFORMANCE APPRAISAL SYSTEM 1. Frequency of performance appraisal: 2 in a
yr, rewards on yrly basis.
2. Focus of the appraisal system: kpa’s for each
appraisal.
3. Methodology of appraisal system: def a list
of Job res of appraisee by apraiser, list of key achvmnts is cited by appraiser & later varified by appraisee.
PERFORMANCE PARAMETERS 1. Job: comm skills,contact ablity,planing,org. 2. General: punctual,absentism,cont for job,flexible. 3. Personal:ledrhip,tw,commitment,behav. 4. Feedback mechanism: signed by 2 parties.
COMPARATIVE ANALYSIS
1.
Frequency of performance appraisal:1,5,6:- yrly ; 7:-2 in 1 yr ; 2:- 4 in 1 yr; 3:- monthly ; 4:- acc to str.
2.
Focus of the appraisal system: productivity, goals, targets.
3.
Methodology of appraisal system: 1:-same; 4:-spcfic job & role, 2,3,6,7:-immediate supervisor.
4.
Performance parameters: focus on call,higher mngrl level, 3:kat ; 6:- pnr.
5. Ratings: 3:- not given ; 1&6:- retraining. 6. Feedback mechanism: 1,2,6:- part of
process others only for exception. 7. Rewards: 3:-most attractive.
RECOMMENDATIONS Retaining & motivating employees are key
challenges. Must consider best practices of other
companies at same situation. Fair& relavant &link to tangible rewards.
INTRODUCTION Forrester research predict that 3.3 millions US jobs to move offshore by 2015 Nasscon – mckinsey report says that total opportunity is at $148 billion India - 540000 jobs with revenue of $24.67 billion
3R RECRUITMENT RETAINING REWARDING
Rank Parameter 111
score Rank Parameter
score
Training
8.4
1
people
8.2
2
Overall satisfaction
8.3
2
Company culture
8.2
3
people
8.3
3
Overall satisfaction
8.1
4
Company culture
8.2
4
Training
8.0
5
Appraisal system
7.8
5
Composition satisfaction
7.6
6
Job content
7.7
6
Job content
7.5
7
Composition satisfaction
7.5
7
Appraisal system
7.5
8
Salary & compensation
7.4
8
Salary & compensation
7.1
REASONS FOR JOINING ORGANISATION High growth opprtunity -51.8 Salary is good - 45 Good working environment – 44.9 Transport facility available – 38.6 Good benefits – 37.5 Job content – 36.2 College like atmosphere – 33.3
Flexibility of time - 25.7 Can make a lot of friends – 22.6 Education level does not matter – 19.7 Attractive lifestyle – 18.9 Peers are of same age group – 17.7 Found nothing better to do – 10.2 Did not get a better job – 7.7
REASON FOR LEAVING ORGANISATION For higher education – 42 Salary – 39.7 Timing – 35.1 For marriage – 33 No growth opportunity – 33 Illness – 27.2 Physical strain – 27.1
No personal life – 24.6 Insufficient leave – 23.2 Uneasy relationship with peers - 12.5 Friends moving out – 10.8 Job contents – 9.9 Transportation - 6.8 Misguidance by the company – 5.1
CHARACTERISTICS OF GOOD PERFORMANCE MANAGEMENT Career progression for all employees Match between organizational goals & individual goals Employees involvement in setting up of goals A clear linkage between performance & appraisal
BPO-1
PERFORMANCE APPRAISAL SYSTEM Frequency of performance appraisal
once in a year probation period Focus of the appraisal system Methodology of appraisal system HR Manager Report manager
Performance parameters
Goals competencies Rating Feedback mechanism Rewards
BPO-2
INTRODUCTION This BPO handles inbound process. Which means receiving calls from the
customers and solving there queries.
PERFORMANCE APPRAISAL SYSTEM 1. Frequency of performance appraisal 2. Focus of the appraisal system: KRA’s & KPA’s 3. Methodology of appraisal system: Structured
differently for different levels. 4. Performance parameters: Job knowledge, Adherence to schedule, Adaptability & flexibility, Communication, Interpersonal Skills & Customer Orientation.
1. Ratings 2. Feedback mechanism 3. Rewards
BPO-3
INTRODUCTION It was founded in March 2004. It is fully owned subsidiary of a leading
industrial conglomerate in India. It is latest venture of this grp. It caters to their internal needs/clients. It is now catering to customer care requirements of grp. Of telecom Co. It is operating with 3000 plus workforce.
PERFORMANCE APPRAISAL SYSTEM 1. Frequency of performance appraisal 2. Focus of the appraisal system 3. Methodology of appraisal system 4. Performance parameters 5. Ratings 6. Feedback mechanism 7. Rewards
BPO-4
INTRODUCTION Has its offices in 3 southern cities which
provides data processing and customer service facilities. There are 3 different types of organization structures : Matrix based BPO process based Functional based
PERFORMANCE APPRAISAL SYSTEM 1. Frequency of performance appraisal 2. Focus of the appraisal system 3. Methodology of appraisal system 4. Performance parameters 5. Ratings 6. Feedback mechanism 7. Rewards
BPO-5
INTRODUCTION Part of a global IT services company specializing
in resting, development and certification solutions. Provides quality assurance and third party
confirmation. Maintains testing facilities in Europe, USA and
India.
PERFORMANCE APPRAISAL SYSTEM 1. Frequency of performance appraisal: After completion of 6 months from the date of joining thereafter once in a year. 2. Focus of the appraisal system: Responsibilities, Achievements and goals. 3. Methodology of appraisal system: Not disclosed
4.
Performance parameters: Performance in work, role as a team member, new technologies learnt.
5.
Ratings: Not disclosed
6.
Feedback mechanism: Only in case of disagreements.
7. Rewards: Not disclosed.
BPO-6
INTRODUCTION A captive BPO- leader in the business Services
and Technology Solutions industry.
Established in 1997 in India, operates in 4
countries with a workforce of 18000 plus employees.
Its revenue in 2004 exceeded US$400 million.
PERFORMANCE APPRAISAL SYSTEM 1.
Frequency of performance appraisal: Once in a year. For trainees after probation period of 6 months.
2. Focus of the appraisal system: Productivity and Quality. 3. Methodology of appraisal system: Done by team leader and reporting manager once a month.
4. Performance parameters: Handling time ASA- Average Speed to Answer ROC- Resolution On 1st Call PNR- Problem Not Resolved 5. Ratings: Not disclosed 6. Feedback Mechanism: Exists. 7. Rewards: monthly as well as annual incentives are given.
BPO-7
INTRODUCTION Subsidiary of a telecom company. Leading domestic call centre providing
inbound and outbound services. Start off operations in 1995 as a joint
venture with a global electronics giant.
PERFORMANCE APPRAISAL SYSTEM 1. Frequency of performance appraisal: 2 in a
yr, rewards on yrly basis.
2. Focus of the appraisal system: kpa’s for each
appraisal.
3. Methodology of appraisal system: def a list
of Job res of appraisee by apraiser, list of key achvmnts is cited by appraiser & later varified by appraisee.
PERFORMANCE PARAMETERS 1. Job: comm skills,contact ablity,planing,org. 2. General: punctual,absentism,cont for job,flexible. 3. Personal:ledrhip,tw,commitment,behav. 4. Feedback mechanism: signed by 2 parties.
COMPARATIVE ANALYSIS
1.
Frequency of performance appraisal:1,5,6:- yrly ; 7:-2 in 1 yr ; 2:- 4 in 1 yr; 3:- monthly ; 4:- acc to str.
2.
Focus of the appraisal system: productivity, goals, targets.
3.
Methodology of appraisal system: 1:-same; 4:-spcfic job & role, 2,3,6,7:-immediate supervisor.
4.
Performance parameters: focus on call,higher mngrl level, 3:kat ; 6:- pnr.
5. Ratings: 3:- not given ; 1&6:- retraining. 6. Feedback mechanism: 1,2,6:- part of
process others only for exception. 7. Rewards: 3:-most attractive.
RECOMMENDATIONS Retaining & motivating employees are key
challenges. Must consider best practices of other
companies at same situation. Fair& relavant &link to tangible rewards.
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