Performance Management System: The company has a clear and elaborate system to gauge the performance of the employees

and to keep a constant check on the individuals. They evaluate performance on the quarterly basis. This whole activity takes up 4 days. During this activity the employees carry on with their routine work. Purpose: The performance management system is mostly used for the developmental purpose but also share some of the strategic and administrative reasons. The purpose of the performance management system is to identify the leaders of the future and retain them. The company uses the results to identify the areas where employees lack skills so that they could be trained. More over the company also identifies above par employees, plans the developmental trainings and also provides them with the bonuses so that they could remain motivated but for the bonus an employee would have worked considerably above power. Process: JD s of individual employees according to their !obs are designed at the time of hiring. They have a clear understanding of their !ob and what is e"pected of them. #n the beginning of every year the individuals are asked to prepare targets. Targets according to employees are something new which would add value to their !ob. Appraisal system$ #nitially the company had maintained a %&'o appraisal system for all the employees but as the company grew, the system became more costly and timely and it was not possible for the company to carry on that system for every individual. (very employee is being evaluated. )or acquiring the information about the performance of the employee the company uses %D approach i.e % individuals which include the employee himself, the immediate supervisor of the employee and the manager of the supervisor provide the scoring of any given employee. #n the appraisal *+, weight is assigned to the marks of the supervisor while the rest -+, is assigned to the manager of the supervisor. The score according to the above weightages is then averaged out. #f any employee is unsatisfied with

the appraisal he got, he can write comments and can discuss the scores with his supervisors. The appraisal form is then uploaded on the company data base for the employees to overview. This form is uploaded by the supervisor after the discussion in an (./M system. )or the employees designated at higher levels, %&'o feedback is taken so that effective and fair results are achieved. These are the employees who are at the managing positions and above and the company deems this system appropriate at this level. They have a grading system in appraisals. 0elow &', is considered as a . and those persons are asked to improve their performances. #n between &', to 1', is the 0 grade and above 1', is grade 2. The company claims that since more than one participant is involved in evaluation, there is hardly ever a case where all the employees are placed in one category. There are certain awards which cater to the motivations side of an employee and make him work harder. Best customer service awards: #n this award the employee who has the most satisfied customer base gets this award. 2 bonus of 34/ +''' is awarded to the employee. .ustomer response is gathered through an email system. The customer is asked to write back an email evaluating the service and the employee. .alls are also recorded for the quality assurance and there is an individual team assigned who listen to the pre5recorded calls and also adds that to the employee record. Excellence award: This award is given on the number 6%'7 of instalments. 2 bonus of 34/ 8',''' is also awarded. Employees of the month: They have a system of employees of the month

and their picture is put in the office for that whole month. Talent award$ This is given when an employee has done something remarkable in his personal life which is recogni9ed at any platform. Idea award$ This is given when an employee has brought a positive change which results in improved productivity.

2 star trainee award is given if you have acquired above :' score in the test that they take after training. Their appraisal form follows the rating scale system. The qualitative aspects are also quantified to the ma"imum. Training and developmental opportunities are taken out of these appraisals. The employees who need training are recogni9ed and appropriate training is provided to them. 2lso those employees who have done remarkably well are also recogni9ed and are sent on the developmental trainings. Promotions: The company believes that promotion is the most important tool that could motivate the employees to strive for more. The system is very fair and set. 3romotions are given yearly. 2ll the skills, abilities and pre requisites for the promotions are communicated to the employees in the beginning of the year. Towards the end of the year a team communicates with the employees and set up a meeting reminding the pre requisites again so that employees can prepare for them. 2 written test along with an interview is taken to ensure that the employee is ready for promotion. #f the performance is unsatisfactory the employee is asked to improve further and apply for a re test in & month time. The quarterly appraisals are also viewed in promotions. ;ertical promotions are observed by the company. 0efore promoting an employee, the concerned department analysis the addition on a vacancy cost basis. #t is seen that if an employee is being promoted, would he be able to add revenue to the company or become an e"pense. <ince the company is e"panding rapidly, an employee has the opportunity to perform well and get promotions rapidly. The company itself is allowing employees to move up the ladder if they show skills required by the company. Analysis: The company seems to have been following the quality approach as the main aim is to achieve customer satisfaction. The employees work together with the managers and supervisors to achieve the goals. More over more than one individual is evaluating the employee. The =/ team is constantly reviewing

the whole system and making improvement where ever needed. The performance management system of the organi9ation is valid as it measures all the relevant aspects, reliable as it has both the inter rate and test retest reliability and acceptable by the managers.