GROUP PERFORMANCE MANAGEMENT SYSTEM

Top management of the organizations implements various strategies from time to

time to achieve their objectives for which they exist.
These strategies are
implemented by the employees. Implementation of the strategies is distributed to
various functional units of the organization. There shall be a system to monitor the
implementation of the strategies by the functional units and take corrective
measures, if required. Performance measurement results can also be used as a
tool to reward outstanding performers.
Successful organization know that to win in todays competitive market place they
must attract, develop and retain talented and productive employees. They hire
talented people, place them in the right position, align their individual performance
with the organizations vision and strategies, objectives, develop their abilities and
reward performance commensurate with contributions to the organizations success.
Variants of performance management systems
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Abbreviation
PMS
IPMS
GPMS
FPMS
SSA GPMS

Full form
Performance management system
Individual performance management system
Group performance management system
Field performance management system
Secondary Switching Area Group performance
management system

Benefits of PMS
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4
5

Benefits of PMS
Improved productivity
Improved employee morale Employees are rewarded accordance to
their performance
Retention of top performers Employees who get recognition and
rewards for their work become loyal employees.
Increased profitability Positive attitude of the employees increase
customer loyalty and increase revenue and profits.
GPMS adopted in 2009

Therefore, PMS is not only a HR tool but it is a management tool for translating
expectations of top management into tangible results.
GPMS Concept - BSNL is facing tough competition in the market. I such a scenario,
it requires change of mindset at all levels of executives and employees so that
organization can effectively compete and survive. BSNL needs to make massive
transformational changes in its existing performance level. Introduction of PMS

system will certainly help BSNL to move toward performance oriented work culture
in the organization. Considering the huge employee base and the efforts involved
in formulating PMS for individual employee BSNL top management has consciously
decided to introduce a GPMS.

GPMS concept:
The GPMS is an initiative under Project SHIKHAR of BSNL with the intent to have an
objective and transparent system for assessing performance of employees.
It is a system for;

Identifying KPI for individuals and various functional groups within the
organization.
Assigning KPIs to distinct groups aligned with organizational activiti4esw and
goals
Assigning targets and their relative weightage against such KPIs in objective
and transparent manner
Carrying out assessment of performance of various groups
Providing a basis for performance related HR policies

Foundation of GPMS:
GPMS is the new performance measurement system within implementation
approach similar with that of BBSC. BBSC concept was adopted by BSNL in 2006.
IN 2009 an improved performance management version in the form of GPMS has
been introduced.
GPMS has been designed to consist of KPI to measure the groups performance of
financial, customer, market and operational parameters.
The evaluation for groups at the corporate office would be done by the CMD,
evaluation of the territorial circles will be done by the management committee,
evaluation of SSAs will be done by the respective circle heads and evaluation of non
territorial circles would be done by the respective corporate office Directors and
Executive Directors. The KPI titled as overall performance assessment, would
evaluate the groups on parameters which are qualitative in nature.
One of the parameters of the GPMS is assessing the customer satisfaction through a
third party agency based on brand and advertising, product innovation, customer
responsiveness of field sales and customer service staff, quality of service etc.
GPMS is considered suitable for implementation in BSNL as:

It is based on new organization structure of BSNL

Key Responsibility Area (KRA)/KPIs are identified and defined on the basis new
business unit structure of BSNL, in consultation with top executives of the
respective business units.
Number of KPIs have been kept less to have focused measurement of key
performance areas.
It is an optimum combination of quantitative and qualitative measurement.
KPIs are defined as per functional activities of a group.

Groupings for GPMS in BSNL

For implementation of GPMS in BSNL, all executives have been structured along
19 groups. The details of these group types are available as under:GROUPINGS IN GPMS OF BSNL
Category
groups

of

Corporate Office

Territorial circle

Non
circles

SSA

territorial

Group Type
1.
2.
3.
4.
5.
6.

CFA
Consumer mobility
Enterprise
New Businesses
Corporate affairs
HR
(Incl.
legal
and
vigilance)
7. Finance
Territorial circle
1. Project circle
2. Maintenance Regions
3. Inspections (earlier T&D)
4. QA
5. Telecom stores
6. Telecom factory
7. ITPC
8. NCES
9. Data N/W
10.Training circle
SSAs
TOTAL

Number of
group types
1
1
1
1
1
1

Number
groups
1
1
1
1
1
1

1
1
1
1
1
1
1
1
1
1
1
1
1
19

1
26
5
4
1
1
1
3
1
1
1
3
330
384

of

BSNL also introduced IPMS and FPMS:

IPMS Individual Performance Management System To develop an objective
and transparent system for assessing performance at the individual level.
FPMS Field Performance Management System The following areas identified
for FPMS

1)
2)
3)
4)
5)

Employees
Employees
Employees
Employees
Employees
cable)
6) Employees

involved in sales in Consumer Mobility

involved in sales in CFA
involved in sales in Enterprise
involved in customer service in CSCs
involved in operational, roles at exchanges (indoor, outdoor and
involved in operational roles in consumer mobility

Employees involved in sales in CM, CFA and enterprise segments:

For employees covered under categories (a) to (c) above, various
reimbursements, awards facilities and allowances are being provided. These
include reimbursement towards cost of travel, means, mobile (if not already
provided), office with desk top PC having broadband connection or laptop with
data card, sales bag etc. Apart from this, financial awards on quarterly basis are
also being provide. KPA linked incentives are being provided on monthly basis to
channel management team members under Project Vijay
Just for example, awards for sales team for Project Udaan are as under:
Name
award
Best
person
Best
team

of

Level

Frequency

Amount

Basis for decision

sales

Circle

Quarterly

Rs.5000

sales

Circle

Quarterly

Rs.25000

Highest number of
connections within
the circle
Highest number of
connections within
the circle for the
whole team

Employees involved in CSE, exchanges CM operational trams at SSA level

For employees covered in categories (d) to (f) above, non financial awards are to
be provided. For award purpose, exchanges have been categorized into four
categories namely:
CSC
Name
award

of

Swarna
CSC (one
in
each
category)

Level

Type
of
category

Frequency

Award for
group

Within
SSA

A,B & C

Quarterly

Certificate
for merit
with
rolling

Award for
individual
s in group
Certificate

Basis for
decision
Highest
score on
KPIs
for
CSCs

trophy
EXCHANGES
Name
award

of

Swarna
EXCHANG
E (one in
each
category)

Level

Type
of
category

Frequency

Award for
group

Within
SSA

A,B , C&D

Quarterly

Certificate
for merit
with
rolling
trophy

Award for
individual
s in group
Certificate

Basis for
decision
Highest
score on
KPIs
for
CSCs

CONSUMER MOBILITY OPERATIONS TEAMS

Name of
award

Level

Frequenc
y

Award for
group

Swarna
PADAK

Within
circle

Quarterly

Rajat
padak

Within
circle

Quarterly

Kansys
padak

Within
circle

Quarterly

Certificat
e
for
merit
with
rolling
trophy
Certificat
e
for
merit
with
rolling
trophy
Certificat
e
for
merit
with
rolling
trophy

Award for
individual
s in group
Certificat
e

Basis for
decision

Certificat
e

2nd
Highest
score on
KPIs CM
teams

Certificat
e

3nd
Highest
score on
KPIs CM
teams

Highest
score on
KPIs CM
teams

Final decision on awards at circle level with respect to CM will be made by the
PGM/GM (CM) after taking into the account the KPI scores of all SSA level CM
operations teams in the circle. The final decision on awards at SSA level should
be made by the SSA head after taking into account the KPI scores of all
exchanges in the SSA. Awards are to be given quarterly in ceremony at circle
and SSA level.

(The scheme of FPMS is valid up to 31-03-2011.)

The GPMS system is a very important and effective tool for measuring
performance of different groups against the targets set by the management on
various operational fronts. GPMS also provides an opportunity to assess the
performance from time to time and initiate timely corrective measures in cases
of deviations.

GROUP PERFORMANCE MANAGEMENT SYSTEM OBJECTIVE TYPE

1)
2)
3)
4)
5)

GPMS is an initiative under PROJECT SHIKHAR

KPI stands for KEY PERFORMANCE INDICATORS
Achieving less than 50% of the target will result in zero score for that KPI
The achievement of GPMS rests on the success of INDIVIDUAL EXECUTIVES
While preparing GPMS for SSA, the parameter Number of new enterprise
gold+silver
accounts
penetrated
will
be
in
dimension
CUSTOMER/MARKETING
6) While preparing GPMS for SSA, the parameter BTS availability will be in
dimension OPERATIONS
7) While preparing GPMS for SSA, the parameter Call drop rate will be in
dimension (OPERATIONS)
8) Number of BTS to be installed is a parameter to be included in OPERATIONS
parameters
9) State true or false
IPMS will be on the lines of GPMS to start with DGM & above (true)
10)
Introduction of GPMS in place of BBSC was considered because existing
BBSC set up has short falls (true)
11)
In GPMS, if achievement is less than the fair target, the score will be
0 for that KPI
12)
Score card of BSNL GPMS for SSA level is prepared by CIRCLE OFFICE
PARAMETERS OR DIMENSION ON WHICH A GROUP HAS TO PERFORM
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PARAMETERS
Abbreviation
FIN
C/M
Opn

Full name
Financial
Customer/Market
Operational

13)
The GPMS scorecards for all the groups have been designed to consist
of KPI to measure the groups performance on FINANCIAL, CUSTOMER,
MAARKET AND OPERATIONAL PAPMETERS

14)
While finalizing the GPMS scorecards, it should be kept in mind that the
performance parameters chosen are (a) linked with strategic objectives and
vision of organization (b) Measurable and are not subjective e (c) Actionable,
result oriented land controllable (d) ALL ABOVE
Four perspectives in BBSC under GPMS with which we view the organization
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Name of the perspective

Learning
and
growth
perspective

2
3
4

Business Process Perspective

Customer perspective
Financial perspective

Features
This constitute the essential foundation
for success of any knowledge worker
organization
Refers to internal business processes
Relates to customers
Relates to finance

15)
Number of perspective in BBSC 4
16)
BBSC concept was adopted by BSNL 2006
17)
An improved performance management version in the form of GPMS
has been introduced in BSNL in 2009
18)
Every score card has parameter to measure CUSTOMER satisfaction
19)
Achievement of GPMS rests on the success of individual executives in
performing their assigned tasks.
20)
The full form of FPMS in GPMS is FIELD PERFORMANCE MANAGEMENT
SYSTEM
21)
IPMS stands for INDIVIDUAL PERFORMANCE MANAGEMENT SYSTEM
22)
IPMS starts with DGM and above only
23)
GPMS flow from TOP
24)
GPMS score card shall be measureable and not subjective
25)
State true or false:
The number of KPIs should be kept at maximum FALSE it should be kept at
minimum
26)
GPMS is a combination of QUANTITATIVE AND QUALITATIVE
measurement
27)
In GPMS marks achieved for rating below fair will be ZERO
28)
Achievement between fair & good and between good and excellent
would be linearly scaled
29)
Parameters in GPMS SC
-Measurable
-Unambiguous
-Negative or positive
-Each parameter is given weight and target (fair, good, excellent)
-Sum of weight of all parameters equals 100
AN EXAMPLE OF MARKING AGAINST THE TARGET IN GPMS
Sl.N

Parameter=Revenue target

Performance

level

Performance

Set
1
2
3

Rs.100
Cr.

4
5
6

Achievement
<Rs.50 Cr
Rs. 50 Cr
Rs.50 Cr to Rs.75
Cr
Rs.75 crore
Rs.75 Cr.to Rs.100
Cr
Rs.100 crore

marking (Rating)

score (after
linear
scaling)

Below fair
Fair
Between fair & good

0
60
60-80

Good
Between
excellent
Excellent

80
80100
100

good

and

Formula for score for parameter = weightage of a parameter x performance

score
Final score = sum total of scores of all parameters
Explanation :in the above example, say the weightage assigned for the
parameter (i.e) revenue target is 40%, then for the revenue achievement
Rs.100 crore, parameter score will be 40% 100 = 40. If revenue achievement
was RS.75 crore, then parameter score shall be 40% of 80 32.
TERMINOLOGIES IN GPMS
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Term
BBSC
BU
C/M
CA
FPMS
GPMS
HR
IPMS
IT
KPIs
KRA
MC
MLLN
Opex
PMS
QA
QoS
SSA GPMS

19

TCH

Expansion
Balanced Business Score Card
Business Unit
Customer/Marketing
Corporate Affairs
Field Performance Management System
Group Performance Management System
Human Resources
Individual Performance Management System
Information Technology
Key Performance Indicators
Key Responsibility Area/Key Result Areas
Management Committee
Managed Leased Line Network
Operational Expenditure
Performance Management System
Quality Assurance
Quality of service
Sec.Swit.Area
Group
Performance
Management System
Traffic Channel