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    .ERFORMANCE APPRAISAL.ERFORMANCE APPRAISAL1.SNEHA PARMAR.2.ANNU KANDA.

    3.PRIYANKA SAMANI

    4.DHARTI RANA.

    5.PRIYA MISTRY.6.MEGHA POWAR.7.

    8.

    9.

    10.

    11.

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    Encouragement is the

    .key to performance

    Reward is even greatersource of encouragement

    when it's beyond justwords

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    Performance Appraisal in CallCentre.

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    Introduction

    Commitment &Effort from theemployees.

    The participativestyle:

    For eg: Work teams,

    Quality circles &Regular performance

    appraisals.

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    Meaning

    Performance appraisal-

    It is a method of evaluating the behaviour of

    an employee at the work place, normally includingboth quantitative and qualitative aspects of job

    performance.

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    Process of obtaining, analyzing and recordinginformation about the relative worth of anemployee

    Powerful tool to calibrate, refine and rewardthe performance of the employee.

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    DefinitionFlippo:

    "Performance appraisal is the systematic, periodic

    and an impartial rating of an employees excellence

    in the matters pertaining to his present job and his

    potential for a better job."

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    Focus is measuring and improving the actual

    performance of the employee and also the future

    potential of the employee.Aim- is to measure what an employee does.

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    AimsFeedback.Training needs.Basis for personnel

    decisions.Organizational diagnosis

    and development.Facilitates

    communication-employee &administration.

    To improve performancethrough counselling,coaching anddevelopment.

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    Objectives

    Judge the gap - the actual and thedesired performance.

    To help the management in

    exercising organizationalcontrol.Strengthen the relationship and

    communication superior subordinates &

    management employees.To diagnose the strengths and

    weaknesses of the individuals.

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    Clarity of the expectations and responsibilitiesof the functions to be performed by theemployees.

    Judge the effectiveness of the other HRfunctions of the organization ( recruitment,selection, training and development.)

    To reduce the grievances of the employees.

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    rocess of PerformanceAppraisalEstablishing performance standards &Communication standards expectation

    Comparing with standards Measuring the actual performance

    Discussing results( )providing feedbacks -Decision making taking corrective action

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    Communicating the standards to employees

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    ctual Performance

    Days

    Measuring Actual Performance

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    etPerformane tandards

    Days

    ctual Performanc

    Days

    Deviation

    Comparing Actual Performance with Standards decided

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    Discussing Actual Performance

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    Offering Guidance / Taking Corrective Action

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    METHODS OF PERFORMANCE

    APPRAISAL

    Traditional methods Modern methods

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    Traditional methodsConfidential reports

    Ranking method

    Grading methods

    Graphic rating scalesChecklist method

    Critical incident method

    Essay method

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    Confidential report

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    Ranking methodAdvt:Simple to understand

    Less expansive

    Less time consuming

    Disadvt

    Highly subjective

    Possibility of ratersbias

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    Graphic Rating ScalesAdvt:

    Simple & easy tooperate.

    Economical &uniformity.

    Disadvt:

    Heavy pressure on

    rater.Time consuming as

    lot of paper work isdone.

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    E xa m p leFactors/considerations-

    Quantityof output

    Quality ofoutput

    integrity initiative

    ExcellentVery good

    Good

    Average

    Below average

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    Checklist methodStatements are askedDoes the employee work best under the

    tension?......( )

    Does they make mistakes frequently?.( )

    Does he keep ahead of schedule?( )

    Does he follow the instructions of hissuperior?........( )

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    Critical incident method

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    Essay method

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    Modern methods

    Management by objectives (MBO)

    Assessment centre

    360 degree appraisal

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    360 degree appraisal

    Advt:

    Systematic datacollection.

    Self development.Disadvt:

    Sense of insecurity.

    Involvement of manyraters.

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    Assessment centreAdvt:Defines the criteria

    Forecast futureperformance

    Reduces raters bias

    Disadvt:

    Influence of subjectiveelements.

    Employees may react innegative manner.

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    MBO

    Advt:Better team work.

    Objective & result

    oriented.Optimum utilisation ofresources.

    Disadvt:

    Not suitable to alljobs.

    Not flexible.

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    Merits & Demerits

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    MeritsSuitable placementAssistance in self

    improvement

    Incentive to grow &develop

    Cordial employer-employee relations

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    Effective trainingprogramme

    Human resourcesplanning &development

    Employeecommunication

    High employeemorale

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    DemeritsTime consumingLimited stress on self

    improvement

    Absence of uniformstanderds

    Helo effect

    Horn effects

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    Personal biasCentral tendency

    Leniency in rating

    Recency effectPrimacy effect

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    ALL CENTERS IN INDIA

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    INBOUNDSERVICES

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    UTBOUNDSERVICES

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    OBAL CONTACT CENTRE PO BRAND

    UTSOURCING SOLUTION COMPANY

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    EAD QUARTER MUMBAI

    NITED STATES

    NITED KINGDOM

    EW ZEALAND

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    v o work as a Business,artnerv ,o seedv urture andv evelop a long termassociation

    ETHOS

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    ISSION OFQA

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    all Recordingapturethe" oice ofhe "ustomer

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    CARE

    areer planning

    apid growth and development

    mple opportunitmployeecentric

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    Outstanding work environment Excellent growth opportunities -Family feeling between members

    Ongoing appraisal Grievance cell

    Respondez motivates its people via:

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    Cultural elephone etiquetterocess trainingConversational

    Listening

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    ccent neutralization

    .ime management

    &elling Marketing

    APPRAISAL AT SPANCO TELESYSTEM PVT LTD

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    SPANCO

    SPARSH RESPONDEZ

    Can be briefly explained as below:

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    DOMESTIC.

    INTERNATIONAL

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    ow is the structure of personnel and HR department?

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    HR Accounts Department. Training & Developme

    Attendence.

    Recruitment.

    Remuneration & Compensation.

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    How frequently do appraisals take place?

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    re the appraiser trained for doing the appraisals?

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    What are the main purposes of these appraisals?

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    To motivate people to work

    To attain better results

    To increase the work efficiency

    To know whether the candidate who is working is suita

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    n what criteria is the performance measured?

    There are certain parameters on which the

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    Attendance

    Service level

    There are certain parameters on which theperformance is measured, few are listed below:

    K t t k d d b h k d

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    SERVICE LEVELS.

    INBOUNDSERVICES

    OUTBOUND SERVICE

    Key parameters tracked and benchmarkedagainst Service Level .

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    raisal interview held? How do the appraisers prepare for th

    Th i l h ld i S i l R &

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    The appraisals are held in Special Rooms &@ Special Day.

    The appraisers are trained & provide withrelevant & correct information regarding thecandidate and his work .

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    .

    e the standard performance levels & key performance a

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    The standard performance level is 85% of successfulcalls resolved i.e. more than 85% of the problems must

    be solved . The caller must be satisfied with the solution provided

    by the employee.

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    How are the appraisees evaluated?

    On their performance.

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    On their performance.The quality service they provide to thecustomers.

    AS, The main crux of our call center is toprovide quality service at minimum cost andin minimum time.

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    What are the problems faced?

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    There may be a chance of biased appraisal

    Some candidates may find it difficult to openup.

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    w are the employees motivated to perform better

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    How is the need for training assessed?

    After appraisal process is fully done

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    After appraisal process is fully done.It becomes clear where the appraisee is lacking behind.

    That area is considered training & development program isarranged.

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    How do you follow up?

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    Open

    Strictly based on the performance of the individual

    Some examples of the methods followed by SpancoTelesystem Pvt Ltd are given below:

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    Work is performed neatly andis accurate. Work is consistent,thorough and complete.

    Observations

    Outstanding.Exceeds expectations.

    Meets expectations.Improvement needed.Unacceptable.Not applicable.

    Quality of Work.Quality of Work.

    Telesystem Pvt.Ltd. are given below:

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    J b K l dJ b K l d

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    Understands The Job

    Requirement & Has SpecificContent Knowledge WhereAppropriate.

    Observations

    Outstanding.Exceeds expectations.Meets expectations.Improvement needed.Unacceptable.

    Not applicable.

    Job KnowledgeJob Knowledge..

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