performance appraisal system in bpos: a field study
TRANSCRIPT
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PERFORMANCE APPRAISAL SYSTEM IN BPOs: A FIELD STUDY
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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
INTRODUCTION
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3 R
RECRUITMENT
RETAINING
REWARDING
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Rank Parameter score Rank Parameter score
111 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
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REASONS FOR JOINING ORGANISATION
High growth opprtunity -51.8Salary is good - 45Good working environment – 44.9Transport facility available – 38.6Good benefits – 37.5 Job content – 36.2College like atmosphere – 33.3
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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
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REASON FOR LEAVING ORGANISATION
For higher education – 42Salary – 39.7Timing – 35.1For marriage – 33No growth opportunity – 33 Illness – 27.2Physical strain – 27.1
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No personal life – 24.6 Insufficient leave – 23.2Uneasy relationship with peers - 12.5Friends moving out – 10.8 Job contents – 9.9Transportation - 6.8Misguidance by the company – 5.1
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CHARACTERISTICS OF GOOD PERFORMANCE MANAGEMENT
Career progression for all employeesMatch between organizational goals &
individual goals Employees involvement in setting up of goals A clear linkage between performance &
appraisal
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BPO-1
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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
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Performance parameters
Goals
competencies Rating Feedback mechanism Rewards
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BPO-2
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INTRODUCTION
This BPO handles inbound process.Which means receiving calls from the
customers and solving there queries.
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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.
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1. Ratings
2. Feedback mechanism
3. Rewards
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BPO-3
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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.
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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
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BPO-4
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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
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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
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BPO-5
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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.
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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
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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.
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BPO-6
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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.
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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.
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4. Performance parameters: Handling time ASA- Average Speed to Answer ROC- Resolution On 1st Call PNR- Problem Not Resolved5. Ratings: Not disclosed6. Feedback Mechanism: Exists.7. Rewards: monthly as well as annual
incentives are given.
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BPO-7
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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.
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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.
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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.
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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.
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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.
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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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