Performance

Management Warid Telecom Pvt Ltd

EXECUTIVE SUMMARY
Performance measurement is the process of assessing progress
toward achieving predetermined goals. Performance
management is building on that process, adding the relevant
communication and action on the progress achieved against
these predetermined goals.

In organizational development (OD), performance can be

thought of as Actual Results vs. Desired Results. Any
discrepancy, where Actual is less than Desired, could
constitute the performance improvement zone.
Performance management and improvement can be
thought of as a cycle:

1. Performance planning where goals and objectives are

established
2. Performance coaching where a manager intervenes to
give feedback and adjust performance
3. Performance appraisal where individual performance is
formally documented and feedback delivered

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 Performance
Management Warid Telecom Pvt Ltd

APPLICATION PERFORMANCE MANAGEMENT

APM refers to the discipline within systems management that focuses on monitoring and
managing the performance and availability of software applications. APM can be defined
as workflow and related IT tools deployed to detect, diagnose, remedy and report on
application performance issues to ensure that application performance meets or exceeds
end-users’ and businesses’ expectations.

BUSINESS PERFORMANCE MANAGEMENT

BPM is a set of processes that help businesses discover efficient use of their business units,
financial, human and material resources.

ORGANIZATIONAL PERFORMANCE MANAGEMNT

OPM focus is on creating methodical and predictable ways to improve business results, or
performance, across organizations.

PERFORMANCE MANAGEMENT
Performance management helps organizations achieve their strategic goals. Rather than
discarding the data accessibility previous systems fostered, performance management
harnesses it to help ensure that an organization’s data works in service to organizational
goals to provide information that is actually useful in achieving them. and focus on the
Operational Networking Processes between that performance level. The main purpose of
performance management is to link individual objectives and organizational objectives and
bring about that individuals obey important worth for enterprise. Additionally, performance
management tries to develop skills of people to achieve their capability to satisfy their
ambitiousness and also increase profit of a firm.

THE FUNDAMENTALS OF PERFORMANCE MANAGEMENT

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 Performance
Management Warid Telecom Pvt Ltd

Three keys to creating a system that eliminates costly variation in employee Performance

How employees embrace the work they do has a dramatic effect on their company's financial
performance. Engaged employees stay on the job longer, and they are safer, more productive,
and more profitable.

On the other hand employee engagement is a key factor; it isn't the sole contributor to maximized
employee performance. Engagement is just one aspect of a larger concept: performance
management.

For our purposes, "performance management" refers to an integrated management system that
boosts the valuable output of employees to its functional maximum -- and keeps it there.

For Example

The performance of more than 4,500 customer service reps at a company that is highly
regarded for its service this company surveyed about 45,000 customers to measure the impact
that its service reps had on customer attitudes. Customer attitude is a potent indicator of future
value creation for companies: Positive customer attitudes predict lower service costs, higher
share of wallet, and higher customer retention; negative attitudes predict the opposite

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 Performance
Management Warid Telecom Pvt Ltd

RANGE OF PERFORMANCE MANAGEMENT

The range in performance has a dramatic influence on this company's financials. Employees in
the bottom performance quartile do tremendous damage to this business. When customers talk
to these low-performing employees, the cost to serve those customers is about three times
greater than when customers talk to employees in the top quartile; similarly, when customers
talk to low-performing reps, the customer attrition rate is about twice that of customers who
talk to reps in the top quartile. It would have been cheaper for this company to pay the low-
performing reps to stay home, rather than have them come to work and destroy company
assets through poor performance.

This range in performance isn't limited to service representatives. In virtually every workforce
Gallup has studied, we've found a similar range in individual performance on almost all
objective measures.

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Performance
Management Warid Telecom Pvt Ltd

PERFORMING MONITORING

PURPOSE
To monitor progress against agreed performance standards and goals the company has to
identify performance gaps and take remedial action.

Features:

• Regular feedback and coaching provided on a relatively informal basis throughout

the year
• Interim review conducted at least at 6 months to review progress on “what’s” and
“how’s” and revise Development/Action Plan if needed

Four steps:

• Tracking progress (what-results)

• Making observations (how-behaviors)
• Giving ongoing feedback and reinforcements
• Providing ongoing coaching

Joint responsibility to prepare and agree Development/Action Plan at

the beginning of PM cycle:

➢ Manager communicates the key “what's” and “how’s”,

performance standards and weightings for the role, as defined
by the Business Unit

➢ Manager encourages jobholder to set challenging and realistic

goals

➢ Manager and jobholder develop and agree an individual plan of

“how” to meet role expectations

➢ Manager plans training and development to assist jobholder to

meet role expectations

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Performance
Management Warid Telecom Pvt Ltd

PERFORMANCE REVIEW

Joint responsibility to conduct an annual performance review and assess performance

against objectives:

○ Manager and jobholder prepare for review meeting by reviewing

performance and supporting evidences from the year

○ Manager recognizes and rewards jobholder for agreed performance

level

○ Jobholder provides feedback to manager on support by manager to

achieve objectives

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Performance
Management Warid Telecom Pvt Ltd

SETTING OF GOALS

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