Appraisal Guide
Transcription
Appraisal Guide
ANNUAL PERFORMANCE REVIEW FY 2014 - 15 Appraisal Guide The appraisal guide is intended for Supervisors / Managers / Group Heads who would be assessing employees reporting to them. The purpose of this guide is to Act as an aid for supervisors Bring about objectivity in the assessment Provide a uniform platform for assessment across Groups The guide consists of three parts as under: 1. Attribute definitions This part gives definitions of all attributes listed under "Work Performance" and "Personal Competencies" in the appraisal form and their applicability to various grades. It is important to go through these definitions, as these will bring about some common understanding of the attributes. 2. Rating Scale - Descriptions For G1 – G4: A three-point rating scale (A,B,C) is to be used to arrive at the ratings to be granted against each individual attribute. This part describes each of the three ratings, once again to provide a common understanding of the rating scale. For G5 – G8: A five-point rating scale (5,4,3,2,1) is to be used to arrive at the ratings to be granted against each competency. This part describes each of the five ratings and indicates the rating that could be awarded for a particular level of display of personal competency. 3. Guidelines for avoiding appraisal errors This part relates to the common errors during assessments and is advised to be taken cognizance of before starting the assessments. Confidential Document – For internal circular only ANNUAL PERFORMANCE REVIEW FY 2014 - 15 Attribute Matrix Applicability >>> Work Performance Parameters / KPIs (Weightage 70%) G1 - G4 G5 - G8 Sr. No. Attributes Delivery Sales Support 1 Target Achievement - Yes - 2 Operational Efficiency Yes - Yes 3 Account Management - Yes - 4 Process Adherence Yes Yes Yes 5 Domain Knowledge/Technical /Functional Expertise Yes - Yes 6 Customer Management Yes - 7 Effective project / program management / delivery - Sr. No. Attributes 1 Delivery Sales Support KPI* KPI* KPI* Yes Yes Yes Yes - - Yes Yes Yes Delivery Sales Support Delivery Sales Support Communication & Presentation Skills Yes Yes Yes - - - 2 Negotiation Skills - Yes - - - - Personal Competencies 3 Team Working & Collaboration Yes Yes Yes - - - (Weightage 30%) 4 Adaptability & Flexibility Yes - Yes - - - 5 Achievement Orientation - - - Yes Yes Yes 6 Collaboration - - - Yes Yes Yes 7 Organizational Capability - - - Yes Yes Yes * For Delivery team Product, ADMS, IMS, Testing the KPIs will be pre-populated * For Sales Pre Sales & Support teams, employees will have to add the KPIs Confidential Document – For internal circular only ANNUAL PERFORMANCE REVIEW FY 2014 - 15 Attribute Definitions Work Performance Parameters Sr. No. 1 2 3 4 Parameters Definition Indicators (to assess the appraise on the parameters set) Focuses on the result and strives to deliver the desired outcome % Targets achieved against the set target Customer / Product line profitability LOB wise numbers achieved Urge for working well & striving for achievement of the pre decided objectives within stipulated time frame & as per the expected quality standards Is clear about the objective to be attained and develops operational work plans to get the work done most effectively Manages time well in order to complete allocated tasks on time and with high quality Works around typical problems and obstacles to get results Account Management Build & manage relationships with clients with positive will and inclination Identifying client needs / expectations and providing them opportunities to describe their needs Ensuring delivery to all the key accounts handled Ensuring repeat business Process Adherence Establish processes & make sure it is adhered to in order to ensure the quality of delivery Target Achievement Operational Efficiency Complies with required process guidelines and quality standards Works to continuously improve work processes and outputs Consistently provides solutions to project/customer requirements by use of data, metrics, explicit processes and continuous improvement Confidential Document – For internal circular only ANNUAL PERFORMANCE REVIEW FY 2014 - 15 Work Performance Parameters Sr. No. 5 6 7 Parameters Domain Knowledge / Technical / Functional Expertise Customer Management Effective project / program management / delivery Definition Depth of knowledge in a particular area with regards to fundamentals, practices, processes, tools and techniques etc. Applies these skills, knowledge, techniques etc for achievement of set objectives Demonstrating concern for satisfying customer needs. Making customers & their needs a primary focus of actions, developing & sustaining productive customer relationships Delivers all projects within agreed timelines while maintaining 3i quality standards Indicators Demonstrates sufficient knowledge / skills to perform the current role effectively Applies rational and analytical methods and works to continuously generate quality output Suggests new ways of doing things in respective work area Takes initiative for self learning through various sources & update domain knowledge Seeks to understand customer needs and respond to them with appropriate solutions Solves customer problems quickly and effectively Ensures quality, consistency & continuity of customer service at all stages of the project & follows through on customer commitments Project / Program Management / Delivery Profitability of project / Cost management Operational efficiency and adherence to process Confidential Document – For internal circular only ANNUAL PERFORMANCE REVIEW FY 2014 - 15 Personal Competencies Sr. No. 1 2 3 Parameters Communication Skills & Presentation Skills Negotiation Skills Team Working Definition Clearly communicating information & ideas through a variety of media (oral or written) to individuals or groups. Covers oral & written communication. Effectively explores alternatives and options to reach outcomes that gain the support and acceptance of all parties Create and maintain interpersonal relations which foster team work and spirit towards achievement of results Indicators Presents appropriate information in a clear and concise manner, both orally and in writing Uses charts, pictures and other formats to make the data more appealing and create an impact Effectively prepares and delivers presentations in front of a group Organizes communication in a logical & sequential manner for better understanding Effectively negotiates terms, agreements & understandings with customers Effectively negotiates schedules & deliverables with both internal & external customers Handles policy or procedural disagreements internally Negotiates favorable terms with vendors for better profitability of the organization Co-operates and interacts well with others to contribute actively towards projects Participates willingly in team work & supports team decisions Works collaboratively as opposed to competitively with others Acknowledges diverse opinions, addresses relevant concerns and works towards consensual solutions that enhance the output of the team Confidential Document – For internal circular only ANNUAL PERFORMANCE REVIEW FY 2014 - 15 Personal Competencies Sr. No. 4 5 Parameters Adaptability & Flexibility Achievement Orientation 6 Collaboration 7 Organizational Capability Definition Adjusts or adapts to work environment as per organizational/group/department needs Working well & striving for achievement of the pre decided objectives within stipulated time frame & as per expected quality standards Forging an understanding with others & carrying others along. Not about winning alone, but facilitating organization’s achievement Translating the strategy of scale & reach to reality on the ground. Creating & enabling structures, systems, processes & methods Indicators Willing to learn new skills required for the role Demonstrates positive attitude towards changes Adapts to new roles positively Interacts positively with team members / seniors / employees / external entities etc Is clear about the objectives to be attained Gives tangible directions to team Chalks out realistic work schedules & adheres to the same Takes responsibility for complex issues / problem resolution Considers impact on the organization & acts accordingly Forges understanding with others to carry them along Actively invests in adding value beyond own area Build structures, systems & processes to support organizational objectives Set personal example in driving quality Focuses on productivity as a business lever Confidential Document – For internal circular only ANNUAL PERFORMANCE REVIEW FY 2014 - 15 Rating Scale – Descriptions Note: Kindly adhere to objective rating and avoid relativity. For G1 – G4: - A - Consistently demonstrates exceptional high level of performance throughout the year in all tasks / assignments / projects assigned - B – Meets the desired level of expectations throughout the year in all the tasks / assignments / projects assigned. - C - Does not meet the desired level of expectations throughout the year in all the tasks / assignments / projects assigned. For G5 – G8: - Exceptional (5) - Consistently demonstrates exceptional high level of performance throughout the year in all tasks / assignments / projects assigned. - Exceeds Expectations (4) - Consistently demonstrates desired level of expectations throughout the year, while occasionally exceeding expectations in certain tasks / assignments / projects assigned. - Meets Expectations (3) - Meets the desired level of expectations throughout the year in all the tasks / assignments / projects assigned. - Occasionally Meets Expectations (2) – Occasionally does not meet the desired level of expectations for the year in few of the tasks / assignments / projects assigned. - Does Not Meet Expectations (1) - Does not meet the desired level of expectations throughout the year in all the tasks / assignments / projects assigned. Grade Rating Scale G1 – G4 A, B, C (A being highest) G5 – G8 5, 4, 3, 2, 1 (5 being highest) Confidential Document – For internal circular only ANNUAL PERFORMANCE REVIEW FY 2014 - 15 Guidelines for Avoiding Appraisal Errors Considering that human beings do the appraisals and not machines, it is difficult to have a perfect Appraisal system. Listed below are possible errors that take place in any appraisal system. It is important to be aware of these errors so as to be able to avoid them. 1. Halo Effect – This tendency lets the assessment of a single attribute influence the evaluation of the individual on other attributes too. Carrying out the entire appraisal on one perceived positive quality causes the halo error, thereby giving high rating than actually desired. 2. Horns Effect – This tendency allows one negative attribute of the appraisee to influence the entire appraisal. This results in an overall lower rating than may be warranted. 3. Recency Effect - This arises when the rating is influenced more by the most recent behaviour ignoring the commonly demonstrated behaviours during the entire appraisal period. 4. Spill Over Effect – This refers to allowing past performance influence the evaluation of present performance. A similar error could also happen when the appraiser recalls only the times when things went wrong, when the appraisee did not perform well. This happens because of a biased sampling of events related to appraisee's performance. 5. Central tendency Effect – This is the most common error that occurs when an appraiser assigns the middle range scores to the individuals. Extremely high or extremely low ratings are avoided. This error is caused mainly due to lack of information about the appraisee and his/her behaviour. 6. Skewed Error – Skewed error is a condition when the appraiser gives very high ratings on all aspects irrespective of the actual performance. This is an example of positive skewness. Similarly, when all the ratings are on the lower side, we call it a negative skewed error. 7. "Similar to me" Effect – This arises when the appraisers are unable to make objective judgments entirely independent of their own values and prejudices. It is where a similarity in attitudes, preferences, or background between the appraiser and appraisee influences the ratings. This is based on the human tendency - we are inclined to like people we see as similar to ourselves. In any appraisal these errors may either operate in isolation or in combination thereby affecting the credibility of the system. We should endeavor to minimize possible errors by being conscious of them and being watchful that such errors do not creep in. Confidential Document – For internal circular only