NMIMS Global Access School for Continuing Education (NGA-SCE)
Course: Performance Management System
Internal Assignment Applicable for June 2024 Examination
Q1.
As Ankita's manager, my foremost concern would be to support her in identifying and
addressing any issues impacting her performance. The performance counseling process
typically involves several phases:
Preparation and Planning: Before meeting with Ankita, I would gather relevant information
about her past performance, recent challenges, and any external factors that may be affecting
her work. This would help me approach the conversation with empathy and understanding.
Initiating the Discussion: I would schedule a private meeting with Ankita in a comfortable and
confidential setting. Starting the conversation by expressing appreciation for her past
contributions and acknowledging her recent struggles would set a positive tone.
Identification of Performance Issues: During the discussion, I would encourage Ankita to share
her perspective on her recent performance decline. Active listening and asking open-ended
questions would help uncover any underlying issues such as personal challenges, work-related
stress, or lack of motivation.
Goal Setting and Action Planning: Together with Ankita, I would collaboratively set specific,
measurable, achievable, relevant, and time-bound (SMART) goals to address the identified
performance issues. These goals would focus on areas where improvement is needed and align
with both her personal development and organizational objectives.
Support and Resources: I would ensure that Ankita has the necessary support and resources to
meet her goals. This may include additional training, coaching, or mentoring to enhance her
skills and confidence in her role.
Regular Check-ins and Feedback: Ongoing support and feedback are crucial for monitoring
progress and adjusting the action plan as needed. I would schedule regular check-in meetings
with Ankita to review her performance, provide constructive feedback, and offer
encouragement.
Recognition and Encouragement: Throughout the counseling process, I would recognize and
celebrate Ankita's achievements, no matter how small. Positive reinforcement and
encouragement can boost morale and motivation, reinforcing desired behaviors and outcomes.
By following these phases of the performance counseling process with empathy, support, and
a focus on collaboration, I would aim to help Ankita overcome her performance challenges and
regain her previous level of excellence at Ojhas Limited.
Incentive Scheme for Credit Card Sales Employees at Nakshatra Services:
As the manager at Nakshatra Services, I understand the importance of motivating and
incentivizing credit card sales employees to drive performance and achieve organizational
goals. To design an effective incentive scheme, I would adopt the Taylorian System,
specifically a piece-rate system based on the number of credit cards sold. Here's how I would
structure the incentive scheme:
Piece-Rate System: Employees would receive a fixed monetary incentive for each credit card
sold. This piece-rate system provides a clear and direct link between sales performance and
rewards, motivating employees to maximize their sales efforts.
Tiered Incentive Structure: To provide additional motivation and reward top performers, I
would implement a tiered incentive structure. For example, employees could earn higher
incentives for reaching specific sales targets or milestones, encouraging healthy competition
and continuous improvement.
Performance Thresholds: To ensure fairness and prevent gaming of the system, I would
establish minimum performance thresholds that employees must meet to qualify for incentives.
This incentivizes consistent performance and discourages underperformance.
Transparent Metrics and Tracking: I would ensure transparency in how sales performance is
measured and tracked. Clear metrics such as the number of credit cards sold per month or
quarter would be communicated to employees, allowing them to monitor their progress and
strive for improvement.
Recognition and Rewards: In addition to monetary incentives, I would implement non-
monetary rewards and recognition programs to celebrate employee achievements. This could
include public recognition, certificates of achievement, or opportunities for career
advancement based on sales performance.
Continuous Evaluation and Adjustments: Regular evaluation of the incentive scheme's
effectiveness would be essential. By collecting feedback from employees and monitoring key
performance indicators, I would identify areas for improvement and make necessary
adjustments to the incentive scheme to ensure its alignment with organizational goals.
By implementing a well-designed incentive scheme based on the Taylorian System, I would
aim to motivate credit card sales employees at Nakshatra Services, driving sales performance,
and ultimately contributing to the company's success in the finance industry.
Q2.
Crafting a comprehensive HR Scorecard tailored to the specific needs of the food processing
company involves aligning HR objectives with the organization's strategic goals across four
perspectives: Financial, Customer, Internal Processes, and Learning & Growth. Here's how we
can develop each perspective:
1. Financial Perspective:
Objective: Ensure that HR initiatives contribute to cost-efficiency and profitability.
Key Performance Indicators (KPIs):
HR Cost per Employee: Measure the total HR expenditure per employee, including salaries,
benefits, and training expenses, to assess cost-effectiveness.
Revenue per Employee: Track the revenue generated per employee to evaluate HR's impact on
productivity and business performance.
Cost Savings through Talent Retention: Quantify the cost savings achieved by reducing
turnover through effective talent management and retention strategies.
ROI on HR Programs: Calculate the return on investment (ROI) for HR programs and
initiatives, such as training, recruitment, and employee engagement activities.
2. Customer Perspective:
Objective: Ensure that HR practices enhance employee satisfaction, engagement, and retention,
leading to improved customer satisfaction.
Key Performance Indicators (KPIs):
Employee Satisfaction Score: Conduct regular surveys to measure employee satisfaction with
HR policies, workplace culture, and opportunities for growth.
Employee Net Promoter Score (eNPS): Measure employees' likelihood to recommend the
company as a place to work to assess their loyalty and advocacy.
Employee Retention Rate: Track the percentage of employees retained over a specified period
to evaluate the effectiveness of retention strategies.
Customer Feedback on Employee Service: Collect feedback from customers regarding the
quality of service provided by employees to gauge the impact of HR practices on customer
experience.
3. Internal Processes Perspective:
Objective: Ensure that HR processes are efficient, compliant, and aligned with organizational
goals.
Key Performance Indicators (KPIs):
Time-to-Hire: Measure the time taken to fill vacant positions to assess recruitment efficiency
and minimize time-to-productivity for new hires.
Training Hours per Employee: Track the average number of training hours per employee to
ensure continuous learning and development.
Compliance with Labor Laws: Monitor compliance with labor laws, regulations, and company
policies to mitigate legal risks and ensure ethical practices.
HR Information System (HRIS) Effectiveness: Evaluate the effectiveness of HRIS in
streamlining processes, data accuracy, and reporting capabilities.
4. Learning & Growth Perspective:
Objective: Foster a culture of continuous learning, innovation, and employee development.
Key Performance Indicators (KPIs):
Employee Skills Development: Identify and address skill gaps through training programs and
professional development initiatives.
Promotion Rate: Track the percentage of internal promotions to assess the effectiveness of
talent development and succession planning.
Innovation Index: Measure the number of employee-generated ideas implemented to improve
processes, products, or services.
Employee Engagement in Learning Activities: Monitor participation and engagement in
training programs and knowledge-sharing sessions to promote continuous learning and growth.
Q3.
a. Business Analyst in the IT Company:
Objective: Increase the accuracy of project cost estimations by 15% within the next quarter to
enhance project planning and budget management.
Specific: Focus on improving the accuracy of project cost estimations to ensure better planning
and resource allocation.
Measurable: Quantify the improvement by measuring the percentage variance between
estimated and actual project costs.
Achievable: The 15% improvement target is ambitious but attainable with enhanced data
analysis techniques and collaboration with project teams.
Relevant: Improved cost estimations directly contribute to project success, client satisfaction,
and overall profitability.
Time-bound: Achieve the 15% improvement goal within the next quarter to ensure timely
impact on project planning and budgeting processes.
Objective: Reduce the average time to resolve software bugs by 20% over the next six months
to enhance product quality and customer satisfaction.
Specific: Focus on reducing the time taken to identify and resolve software bugs to improve
product quality.
Measurable: Track the average time from bug identification to resolution and aim for a 20%
reduction.
Achievable: Implementing more efficient bug tracking and resolution processes, along with
improved collaboration between development and QA teams, can lead to significant time
savings.
Relevant: Faster bug resolution improves product quality, reduces customer complaints, and
enhances the company's reputation.
Time-bound: Achieve the 20% reduction in bug resolution time within the next six months to
ensure timely improvements in product quality and customer satisfaction.
b. Sales Manager in a Real Estate Company:
Objective: Increase the conversion rate of leads generated through digital marketing campaigns
by 25% within the next quarter to boost sales revenue and market share.
Specific: Focus on improving the conversion rate of leads generated through digital marketing
efforts.
Measurable: Track the percentage increase in lead conversion rate over the next quarter.
Achievable: Implement targeted lead nurturing strategies, optimize digital marketing
campaigns, and provide additional sales training to the team to achieve the 25% increase.
Relevant: Higher lead conversion rates result in increased sales revenue, market share, and
business growth.
Time-bound: Achieve the 25% increase in lead conversion rate within the next quarter to
capitalize on current market opportunities and drive immediate results.
Objective: Enhance customer satisfaction scores by 15% over the next six months through
improved post-sales support and customer relationship management.
Specific: Focus on improving customer satisfaction scores through enhanced post-sales support
and relationship management.
Measurable: Track changes in customer satisfaction scores and aim for a 15% increase.
Achievable: Implement training programs for sales representatives, streamline post-sales
processes, and establish proactive communication channels with clients to achieve the target.
Relevant: Higher customer satisfaction scores lead to increased customer loyalty, repeat
business, and positive word-of-mouth referrals.
Time-bound: Achieve the 15% increase in customer satisfaction scores within the next six
months to drive long-term customer loyalty and business growth.
These performance objectives for the Business Analyst and Sales Manager positions adhere to
the SMART principles, ensuring they are Specific, Measurable, Achievable, Relevant, and
Time-bound, thus facilitating effective performance management and goal achievement
