Performance appraisal(the gentleman’s three )

Session 8Performance Appraisal The Gentleman’s Three by Brian J. Hall & Andrew Wasynczuk

-When they are going to get time?-They‘ll make time.-Don’t they have real work to do?-This is the real work. The Gentleman’s Three by Brian J. Hall & Andrew Wasynczuk

Conflicting Roles for Performance Appraisal

Trait-based Information Job Behavior-based Performance? Information Results-based InformationTypes of Performance Information

Criticisms of Performance Appraisal ◦ Focus is too much on the individual and does little to develop employees. ◦ Employees and supervisors believe the appraisal process is seriously flawed. ◦ Appraisals are inconsistent, short-term oriented, subjective, and useful only at the extremes of performance.Uses of Performance Appraisal

Deficiency Contamination Performance Criteria ObjectivityPotential Performance Criteria Problems

The Balanced Scorecard Balanced Scorecard 21 languages 17 languages 8

What is the BSC? Financial To succeed Objectives Measures Targets Initiative excel at? must we processes business what customers, s and shareholder our To satisfy Initiatives financially, how should we appear to our shareholders? Objectives TargetsCustomer VISION s Measure Measures Internal Business AND STRATEGY Process Targets Objective Learning & Growth s Initiatives To achieve our vision, Objective Measures Targets Initiatives customers? vision, how To achieve s should we appear to how will we sustain our ability to our our change and improve?

Performance Measures in Financial Perspective Return on investment  Cross-selling Economic value added  Customer and product line Sales growth rate by segment profitability Percentage revenue from new  Revenue/employee product, service, or customer  Cost reduction rate Share targeted customer an  Unit cost account  Payback Cross-selling  Return on Capital Employed  Working capital ratios (cash-to- cash cycle) 10

Customer Perspective Information about market & customer Customer selection, acquisition, retention & growth Who are profitable customers? — Target Segmentations What do they need? [same as the thing we serve them] — Customer Values Propositions (e.g. QSC&V – quality, services, cleanliness, and value) 11

Performance Measures in Customer Perspective Market Share: Reflects the proportion of business in a given market (in term of number of customer, dollar spent, or unit volume sold) that a business unit sells. Customer Acquisition: Measures, in absolute or relative, the rate at which a business unit attracts wins new customers or business. Customer Retention: Measures, in absolute or relative, the rate at which a business unit retains or maintains ongoing relationships with its customers. Customer Satisfaction: Assesses the satisfaction level of customers along specific performance criteria within the value proposition. Customer Profitability: Measures the net profit of a customer, after allowing for the unique expenses required to support customer. 12

Performance Measures in Customer Perspective Market Share: Reflects the proportion of business in a given market (in term of number of customer, dollar spent, or unit volume sold) that a business unit sells. Customer Acquisition: Measures, in absolute or relative, the rate at which a business unit attracts wins new customers or business. Customer Retention: Measures, in absolute or relative, the rate at which a business unit retains or maintains ongoing relationships with its customers. Customer Satisfaction: Assesses the satisfaction level of customers along specific performance criteria within the value proposition. Customer Profitability: Measures the net profit of a customer, after allowing for the unique expenses required to support customer. 13

Performance Measures in Internal Process Perspective  Quality  Rework  Response time  New product introduction  Cost  Service error rate  Yields  Product development cycle  Waste  Hours with customer  Scrap  Time to market 14

Performance Measures in Learning & Growth Perspective Employee satisfaction Employee retention/turnover rate Employee productivity Information system availability Organizational Climate Index Personal Goals Alignment Index Staff development 15

Performance appraisal(the gentleman’s three )

by Vikram Dahiya

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