This document outlines a performance appraisal model and process for staff in the service sector. It includes sections on service sectors in India, key elements of effective performance management, types of appraisals, factors affecting appraisals, approaches to appraisals, and benefits of successful appraisals for the organization, appraiser, and appraisee. The model rates staff on characteristics and calculates overall performance scores, with grading of the scores. It also includes sections for reviewing an appraisee's strengths, areas for improvement, growth and development plans, and achievements.

1. PERFORMANCE
APPRAISAL
IN
SERVICE
SECTOR
TEAM : SKY FORCE

2. SERVICE SECTORS IN INDIA
TRADE, HOTELS AND RESTAURANTS
TRADE
HOTELS AND RESTAURANTS
TRANSPORT, STORAGE AND COMMUNICATION
RAILWAYS
TRANSPORT BY OTHER MEANS
STORAGE
COMMUNICATION
FINANCING, INSURANCE, REAL ESTATE AND BUSINESS SERVICES
BANKING AND INSURANCE
REAL ESTATE, QWNERSHIP OF DWELLINGS AND BUSINESS SERVICES
COMMUNITY, SOCIAL AND PERSONAL SERVICES
PUBLIC ADMINSITRATION AND DEFENCE ( PA & D )

3. KEY ELEMENTS IN EFFECTIVE
PERFORMANCE MANAGEMENT
PEOPLE MANAGEMENT CAPABILITY
MOTIVATION
MEASUREMENT AND REWARDS
ROLE OF HR PROFESSIONALS
LEARNING ORGANIZATION
CULTURE AND CLARITY OF PURPOSE

4. TYPES OF APPRAISAL
CONFIDENTIAL APPRAISAL
OPEN APPRAISAL
SEMI OPEN AND SEMI SECRET APPRAISAL

5. FACTORS AFFECTING
PERFORMANCE APPRAISAL
ENVIRONMENTAL CONSTRAINTS
ORGANIZATIONAL LEADERSHIP
INDEPENDENCE OF SUB SYSTEM
ORGANIZATIONAL STRUCTURE

6. APPROACHES TO
PERFORMANCE APPRAISAL
PERSONALITY BASED SYSTEM
GENERALIZED DESCRIPTIVE SYSTEM
BEHAVIOURAL DESCRIPTIVE SYSTEM
RESULT CENTERED SYSTEM

7. BENEFITS OF
SUCCESSFULLY
APPRAISAL SYSTEM
FOR THE ORGANIZATION
FOR THE APPRAISER
FOR THE APPRAISE

8. BENEFITS FOR ORGANIZATION
EFFECTIVE COMMUNICATION ON ORGANIZATIONS OBJECTIVES AND
VALUES
INCREASED LOYALTY AND WORKING TOGETHER AMONG EMPLOYEES
MANAGERS ARE BETTER EQUIPPED TO USE THEIR LEADERSHIP SKILLS
AND TO DEVELOP THEIR STAFF
IMPROVED OVER VIEW OF TASK PERFORMED BY EACH MEMBER OF A
GROUP.
IDENTIFICATION OF IDEAS FOR IMPROVEMENT.
DEVELOPMENT OF TRAINING AND LONG TERM VIEWS.
COMMUNICATION TO PERSONNEL THAT THEY ARE VALUED.

9. BENEFITS FOR APPRAISER
– 1. OPPORTUNITY TO DEVELOP AND OVER VIEW OF INDIVIDUAL
JOBS.
– 2. IDENTIFICATION OF TASKS/ AREAS FOR IMPROVEMENTS.
– 3. INCREASED JOB SATISFACTION AND SENSE OF PERSONAL
VALUE
– 4. OPPORTUNITY TO REPRIORITIZE TARGETS.
– 5. OPPORTUNITY TO LINK TEAM AND INDIVIDUAL OBJECTIVES.
– 6. OPPORTUNITY TO CLARIFY THE EXPECTATIONS THE TEAM
LEADER AS FROM THEM

10. BENEFITS FOR APPRAISE
– 1. Increase the levels of motivation and job satisfaction
– 2. Increased sense of personal value.
– 3. Clear understanding of what is expected and what needs to be do9ne
to meet expectations.
– 4. Opportunity to discuss work problems and how they overcome.
– 5. Improved working relationships with the manager.
– 6. Opportunity to discuss aspirations and any guidance, support or
training needed to fill these aspirations.

11. MODEL USED FOR PERFORMANCE
APPRAISAL IN SERVICE INDUSTRY
For : Staff
Name of Appraisee: ________________________
Designation: ______________
Department: ______________
Service Start Date: _____________________
Appraisal Period From: ___________ to ___________
Purpose of Review: Confirmation
Annual Review
Name and Designation of Appraiser:________________________________
Nature of Relationship: _________________________________________

12. RATING: PERFORMANCE FOR EACH CATEGORY IS GRADED INTO THE
FOLLOWING :-
OUTSTANDING: 5 POINTS PERFORMANCE IS EXCEPTIONAL AND FAR
EXCEEDS
EXPECTATIONS. CONSISTENTLY EXCELLENT STANDARDS.
VERY GOOD: 4 POINTS PERFORMANCE IS CONSISTENT AND EXCEEDS
EXPECTATIONS.
GOOD: 3 POINTS PERFORMANCE IS CONSISTENT. CLEARLY MEETS JOB
REQUIREMENTS.
FAIR: 2 POINTS PERFORMANCE IS SATISFACTORY. MEETS MINIMUM
REQUIREMENTS OF THE JOB.
NEEDS IMPROVEMENT: 1 POINT PERFORMANCE IS INCONSISTENT.
MEETS REQUIREMENTS OF THE JOB OCCASIONALLY.
UNSATISFACTORY: 0 POINT PERFORMANCE DOES NOT MEET MINIMUM
REQUIREMENTS OF THE JOB.

13. CHARACTERISTICS
– ADAPTABLE AND WILLING TO ACCEPT NEW
RESPONSIBILITIES
– TRUSTWORTHY, RESPONSIBLE AND RELIABLE
– ABLE TO WORK WITH LIMITED SUPERVISION
– PUNTUAL
– GOOD ATTENDANCE
– FOLLOWS INSTRUCTIONS TO THE SATISFACTION OF
SUPERIORS
– AIMS TO DEVELOP GOOD RELATIONS WITH INTERNAL AND
EXTERNAL CUSTOMERS
– ABLE AND WILLING TO WORK EFFECTIVELY WITH OTHERS
IN A TEAM
– COMMUNICATES EFFECTIVELY TO SHARE INFORMATION
AND/OR SKILLS WITH COLLEAGUES
– USES PRACTICES THAT SAVE COMPANY RESOURCES AND
MINIMIZE WASTAGE
– DISPLAYS COMMITMENT TO WORK
– PLANS AND ORGANIZES WORK EFFECTIVELY
– SENSE OF URGENCY IN ACTING ON WORK
MATTERS
– DISPLAYS A WILLINGNESS TO LEARN
– CAREFUL WITH WORK PERFORMED
– ABLE TO HANDLE A REASONABLE VOLUME OF
WORK
– CONTINUALLY IMPROVE IN PROCESSES AND WORK
METHODS
– RESOLVE PROBLEMS RELATED TO WORK
– HANLDES PROBLEM SITUATION EFFECTIVELY
– POSITIVE ROLE MODEL
– EFFECTIVELY SUPERVISESWORK OF
SUBORDINATES
– TECHNICALLY SOUND

14. CALCULATION OF
PERFORMANCE APPRAISAL
TOTAL SCORE = ( TOTAL SCORE * 100% )
(NUMBER OF QUESTIONS ANSWERED * 5)

15. GRADING
90%- 100% : Outstanding - Performance is exceptional and far exceeds expectations.
Consistently demonstrates excellent standards in all job requirements.
76%-89% : Very Good - Performance is consistent, and exceeds expectations in all
situations.
60%-75% : Good - Performance is consistent. Clearly meets essential requirements of
job.
45%-59% : Fair - Performance is satisfactory. Meets requirements of the job.
31%-44% : Needs Improvement- Performance is inconsistent. Meets requirements of
the job occasionally. Supervision and training is required for most problem areas.
0%-30% : Unsatisfactory - Performance does not meet the minimum requirements of
the job.

16. GROWTH AND
DEVELOPMENT
– APPRAISEE’S STRENGTHS
– AREAS FOR IMPROVEMENT
– WHAT SPECIFIC PLANS OF ACTION, INCLUDING
TRAINING, WILL BE TAKEN TO HELP THE APPRAISEE
IN THEIR CURRENT JOB OR FOR POSSIBLE
ADVANCEMENT IN THE COMPANY?

17. ACHIEVEMENTS
DESCRIBE THE APPRAISEE’S AREAS OF
ADDITIONAL RESPONSIBILITIES AND/OR OTHER
WORK-RELATED ACHIEVEMENTS

18. THANK YOU