PDCA Well Put

Performance Management
People CMM Level 2 Process Area

CSC in Indias Experience
Copyright [2006] Computer Sciences Corporation India All rights reserved. No part of this publication may be reproduced without permission.
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> Challenge
Motivational workforce practices do not work effectively in an organisation that lacks an objective performance measurement system. In CSC Indias performance management system, gaps were observed in effective discussion of employees Individual Development Plans (IDPs) and regular feedback on Key Result Areas (KRAs). Also, individuals felt a lack of clarity in their roles and the eligibility criteria for career growth. To address the employee concerns, CSC in India enhanced its performance management system, to provide the employees with greater opportunities to develop their career potential and align their performance with the organisations objectives.
Employee Speak
For the an focus
organization, should not be just to have the best people; but also to retain them and get the best out of them. To ensure that its workforce retained a high level of competence and motivation, CSC India focused towards establishing performance system knowledge, that a robust facilitates skills and management
> Methodology
Employee performance management includes planning work and setting expectations, developing the capacity to perform, continuously monitoring performance, and evaluating it. Figure 1 shows the process, which guides the performance management activities in CSC in India:
continuous improvement of the performance of its employees. I am thankful to CSC India for providing me the opportunity to learn about quality, processes and as a result of this, plan my goals properly. Gunjan Dhama CSC Employee Noida Figure 1-Performance Management Activities
Copyright [2006] Computer Sciences Corporation India All rights reserved. No part of this publication may be reproduced without permission. Page 2 of 7
Planning (Setting Objectives)

Planning employees' performance involves establishing the standards or measures like KRAs, value system, ethics, and performance factors, which guide an employees appraisal. For an employee, performance objectives (in form of KRAs & IDP) shall be developed in line with the respective departments/ project/groups objectives, as shown in Figure 2:
Performance Management Goals

Document individual, unit performance objectives for committed work Discuss performance and identify actions to improve Manage performance problems Recognize and reward outstanding performance Institutionalise Performance Management practices
Figure 2- Setting Individual KRAs
Doing (Competency Development)

Doing involves evaluating employee developmental needs that will help them strengthen their job-related skills and competencies, and prioritising and developing a plan of action to achieve the set targets. CSC in India offers an online IDP tool to facilitate the employees plan their personal developmental goals. Figure 3 shows how the IDP of an employee is developed and finalised:
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Figure 3- Creating IDPs
Checking (Continuous Monitoring)

Checking includes conducting ongoing reviews where employees performance is quantitatively measured against the set standards to identify how well the employees are meeting the set goals. Thereafter, the quantitative data is used to derive performance rating during the appraisal period. For low performance, an immediate plan of action is taken rather than wait until the end of the appraisal period when summary rating levels are assigned. CSC in India facilitates this process of regular feedback through an online feedback system, as shown in Figure 4:
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Figure 4-Online Continuous Feedback System
Acting (Performance Evaluation)

Acting includes evaluating job performance against the standards in the employees performance plan and assigning a rating to the employee based on work performed during the entire appraisal period. Figure 5 depicts the entire rating process:
Figure 5-Rating Process

> Innovations Introduced

CSC Indias performance management system is driven by Specific, Measurable, Achievable, Resultoriented and Time bound (SMART) principles. This system helps employees develop greater selfawareness, role clarity, and provides them with the opportunity to plan developmental needs using organisational resources. As a part of performance management activities, CSC in India performs the following activities: Captures and tracks employees IDPs through a database system to enhance visibility about their development plans Ongoing performance feedback to employees on their progress toward reaching the set goals Defines shared KRAs to align employees work efforts in line with the organisations objectives Links the competency framework with performance management to enhance visibility and perform an objective assessment of employees readiness for next role Sustainable awards and recognitions like Employee of the Year (EOY), Employee of the Quarter (EOQ), and cash prize to high contributing individuals ensure motivation and contributes to the strategic business direction A Plan for Requisite Performance (PRP) process is in place to address unsatisfactory work performance issues and allow the organisation to look beyond employees as mere resources to tap into the human element and facilitate their recovery into more productive individuals Global Performance Planning and Review tool to facilitate objective evaluation of CSCs worldwide employees on common organization-wide ethics and performance parameters
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> Impact
With implementation of well laid out performance management system as highlighted above, CSC in India realized the following benefits: With continuous performance feedback to employees, formal employee dissension on performance evaluation have reduced from 15-20 to less than 5 on an employee base of 500-1000 (Over 70% reduction) With formalised PRP, 60% employees with unsatisfactory work performance have improved from a non-compliant level to meeting expectations level Reduction in rehiring cost through enhanced retention by using PRP Common understanding between the managers and the subordinates on the expectations and the evaluation criteria through increased transparency in the appraisal system Greater employee satisfaction policy and on uniform reward/recognition opportunities Consistently achieving Customer Satisfaction Index (CSI) of greater than 4 (on a scale of 5) for almost 80% of our long term projects as a result of linking individual KRAs with organisational goals development
> Contacts
For any further inquiry/information, please contact: Girish Kumar Khatri Project Manager - People CMM Corporate HR
> References
http://www.sei.cmu.edu/cmm-p/version2/part2.pdf LN-Apps/PCMM/PCMM Repository (Internal to CSC in India)
Mailing Address
Computer Sciences Corporation (CSC) India Pvt. Ltd. C-29, Sector-58 Noida - 201 301 (U.P.), INDIA
Contact details
Telephone - +91-120-3913023, Extn.-1377 Fax - +91-120-3913095 Cell - +91-9811772521 E-mail - gkhatri@csc.com

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Performance Management

People CMM Level 2 Process Area

Planning (Setting Objectives)

Performance Management Goals

Figure 2- Setting Individual KRAs

Doing (Competency Development)

Figure 3- Creating IDPs

Checking (Continuous Monitoring)

Figure 4-Online Continuous Feedback System

Acting (Performance Evaluation)

Figure 5-Rating Process

> Innovations Introduced

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