Warid Report
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Performance Management
Warid Telecom Pvt Ltd
EXECUTIVE SUMMARY Performance measurement is the process of assessing progress toward achieving predetermined goals. Performance management is building on that process, adding the relevant communication and action on the progress achieved against these predetermined goals.
In organizational development (OD), performance can be thought of as Actual Results vs. Desired Results. Any discrepancy, where Actual is less than Desired, could constitute the performance improvement zone. Performance management and improvement can be thought of as a cycle: 1.
Performance planning where goals and objectives are established
2.
Performance coaching where a manager intervenes to give feedback and adjust performance
3.
Performance appraisal where individual performance is formally documented and feedback delivered
Page 1
Performance Management
Warid Telecom Pvt Ltd
APPLICATION PERFORMANCE MANAGEMENT APM refers to the discipline within systems management that focuses on monitoring and managing the performance and availability of software applications. APM can be defined as workflow and related IT tools deployed to detect, diagnose, remedy and report on application performance issues to ensure that application performance meets or exceeds end-users’ and businesses’ expectations.
BUSINESS PERFORMANCE MANAGEMENT BPM is a set of processes that help businesses discover efficient use of their business units, financial, human and material resources.
ORGANIZATIONAL PERFORMANCE MANAGEMNT OPM focus is on creating methodical and predictable ways to improve business results, or performance, across organizations.
PERFORMANCE MANAGEMENT Performance management helps organizations achieve their strategic goals. Rather than discarding the data accessibility previous systems fostered, performance management harnesses it to help ensure that an organization’s data works in service to organizational goals to provide information that is actually useful in achieving them. and focus on the Operational Networking Processes between that performance level. The main purpose of performance management is to link individual objectives and organizational objectives and bring about that individuals obey important worth for enterprise. Additionally, performance management tries to develop skills of people to achieve their capability to satisfy their ambitiousness and also increase profit of a firm.
THE FUNDAMENTALS OF PERFORMANCE MANAGEMENT Page 2
Performance Management
Warid Telecom Pvt Ltd
Three keys to creating a system that eliminates costly variation in employee Performance How employees embrace the work they do has a dramatic effect on their company's financial performance. Engaged employees stay on the job longer, and they are safer, more productive, and more profitable. On the other hand employee engagement is a key factor; it isn't the sole contributor to maximized employee performance. Engagement is just one aspect of a larger concept: performance management. For our purposes, "performance management" refers to an integrated management system that boosts the valuable output of employees to its functional maximum -- and keeps it there. For Example
The performance of more than 4,500 customer service reps at a company that is highly regarded for its service this company surveyed about 45,000 customers to measure the impact that its service reps had on customer attitudes. Customer attitude is a potent indicator of future value creation for companies: Positive customer attitudes predict lower service costs, higher share of wallet, and higher customer retention; negative attitudes predict the opposite
Page 3
Performance Management
Warid Telecom Pvt Ltd
RANGE OF PERFORMANCE MANAGEMENT The range in performance has a dramatic influence on this company's financials. Employees in the bottom performance quartile do tremendous damage to this business. When customers talk to these low-performing employees, the cost to serve those customers is about three times greater than when customers talk to employees in the top quartile; similarly, when customers talk to low-performing reps, the customer attrition rate is about twice that of customers who talk to reps in the top quartile. It would have been cheaper for this company to pay the lowperforming reps to stay home, rather than have them come to work and destroy company assets through poor performance. This range in performance isn't limited to service representatives. In virtually every workforce Gallup has studied, we've found a similar range in individual performance on almost all objective measures.
Page 4
Performance Management
Warid Telecom Pvt Ltd
PERFORMING MONITORING PURPOSE To monitor progress against agreed performance standards and goals the company has to identify performance gaps and take remedial action. Features: • •
Regular feedback and coaching provided on a relatively informal basis throughout the year Interim review conducted at least at 6 months to review progress on “what’s” and “how’s” and revise Development/Action Plan if needed
Four steps:
• • • •
Tracking progress (what-results) Making observations (how-behaviors) Giving ongoing feedback and reinforcements Providing ongoing coaching
Joint responsibility to prepare and agree Development/Action Plan at the beginning of PM cycle:
➢ Manager communicates the key “what's” and “how’s”, performance standards and weightings for the role, as defined by the Business Unit ➢ Manager encourages jobholder to set challenging and realistic goals ➢ Manager and jobholder develop and agree an individual plan of “how” to meet role expectations ➢ Manager plans training and development to assist jobholder to meet role expectations
Page 5
Performance Management
Warid Telecom Pvt Ltd
PERFORMANCE REVIEW Joint responsibility to conduct an annual performance review and assess performance against objectives:
○ Manager and jobholder prepare for review meeting by reviewing performance and supporting evidences from the year ○ Manager recognizes and rewards jobholder for agreed performance level ○ Jobholder provides feedback to manager on support by manager to achieve objectives
Page 6
Performance Management
Warid Telecom Pvt Ltd
SETTING OF GOALS
Page 7
Warid Telecom Pvt Ltd
EXECUTIVE SUMMARY Performance measurement is the process of assessing progress toward achieving predetermined goals. Performance management is building on that process, adding the relevant communication and action on the progress achieved against these predetermined goals.
In organizational development (OD), performance can be thought of as Actual Results vs. Desired Results. Any discrepancy, where Actual is less than Desired, could constitute the performance improvement zone. Performance management and improvement can be thought of as a cycle: 1.
Performance planning where goals and objectives are established
2.
Performance coaching where a manager intervenes to give feedback and adjust performance
3.
Performance appraisal where individual performance is formally documented and feedback delivered
Page 1
Performance Management
Warid Telecom Pvt Ltd
APPLICATION PERFORMANCE MANAGEMENT APM refers to the discipline within systems management that focuses on monitoring and managing the performance and availability of software applications. APM can be defined as workflow and related IT tools deployed to detect, diagnose, remedy and report on application performance issues to ensure that application performance meets or exceeds end-users’ and businesses’ expectations.
BUSINESS PERFORMANCE MANAGEMENT BPM is a set of processes that help businesses discover efficient use of their business units, financial, human and material resources.
ORGANIZATIONAL PERFORMANCE MANAGEMNT OPM focus is on creating methodical and predictable ways to improve business results, or performance, across organizations.
PERFORMANCE MANAGEMENT Performance management helps organizations achieve their strategic goals. Rather than discarding the data accessibility previous systems fostered, performance management harnesses it to help ensure that an organization’s data works in service to organizational goals to provide information that is actually useful in achieving them. and focus on the Operational Networking Processes between that performance level. The main purpose of performance management is to link individual objectives and organizational objectives and bring about that individuals obey important worth for enterprise. Additionally, performance management tries to develop skills of people to achieve their capability to satisfy their ambitiousness and also increase profit of a firm.
THE FUNDAMENTALS OF PERFORMANCE MANAGEMENT Page 2
Performance Management
Warid Telecom Pvt Ltd
Three keys to creating a system that eliminates costly variation in employee Performance How employees embrace the work they do has a dramatic effect on their company's financial performance. Engaged employees stay on the job longer, and they are safer, more productive, and more profitable. On the other hand employee engagement is a key factor; it isn't the sole contributor to maximized employee performance. Engagement is just one aspect of a larger concept: performance management. For our purposes, "performance management" refers to an integrated management system that boosts the valuable output of employees to its functional maximum -- and keeps it there. For Example
The performance of more than 4,500 customer service reps at a company that is highly regarded for its service this company surveyed about 45,000 customers to measure the impact that its service reps had on customer attitudes. Customer attitude is a potent indicator of future value creation for companies: Positive customer attitudes predict lower service costs, higher share of wallet, and higher customer retention; negative attitudes predict the opposite
Page 3
Performance Management
Warid Telecom Pvt Ltd
RANGE OF PERFORMANCE MANAGEMENT The range in performance has a dramatic influence on this company's financials. Employees in the bottom performance quartile do tremendous damage to this business. When customers talk to these low-performing employees, the cost to serve those customers is about three times greater than when customers talk to employees in the top quartile; similarly, when customers talk to low-performing reps, the customer attrition rate is about twice that of customers who talk to reps in the top quartile. It would have been cheaper for this company to pay the lowperforming reps to stay home, rather than have them come to work and destroy company assets through poor performance. This range in performance isn't limited to service representatives. In virtually every workforce Gallup has studied, we've found a similar range in individual performance on almost all objective measures.
Page 4
Performance Management
Warid Telecom Pvt Ltd
PERFORMING MONITORING PURPOSE To monitor progress against agreed performance standards and goals the company has to identify performance gaps and take remedial action. Features: • •
Regular feedback and coaching provided on a relatively informal basis throughout the year Interim review conducted at least at 6 months to review progress on “what’s” and “how’s” and revise Development/Action Plan if needed
Four steps:
• • • •
Tracking progress (what-results) Making observations (how-behaviors) Giving ongoing feedback and reinforcements Providing ongoing coaching
Joint responsibility to prepare and agree Development/Action Plan at the beginning of PM cycle:
➢ Manager communicates the key “what's” and “how’s”, performance standards and weightings for the role, as defined by the Business Unit ➢ Manager encourages jobholder to set challenging and realistic goals ➢ Manager and jobholder develop and agree an individual plan of “how” to meet role expectations ➢ Manager plans training and development to assist jobholder to meet role expectations
Page 5
Performance Management
Warid Telecom Pvt Ltd
PERFORMANCE REVIEW Joint responsibility to conduct an annual performance review and assess performance against objectives:
○ Manager and jobholder prepare for review meeting by reviewing performance and supporting evidences from the year ○ Manager recognizes and rewards jobholder for agreed performance level ○ Jobholder provides feedback to manager on support by manager to achieve objectives
Page 6
Performance Management
Warid Telecom Pvt Ltd
SETTING OF GOALS
Page 7
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