Mastering Workforce through HRMIS

An End Term project report on MIS

Submitted to Prof. Anupama Murali Krishnan

Submitted By : Ranjan Shankar Shetty

MASTERING WORKFORCE

THROUGH

HRMIS

[DEPARTMENT OF IT]

Acknowledgement
First we would extend our honest thank to our faculty Prof. Anupama Murali Krishnan for giving us the opportunity to conduct this project A special thanks to a friend Mr. Vishwanath (Ops Manager, Accenture) who is most responsible for allowing one of us to have a practical overview of the topic in the industry and interact with his staff, and Mr Girish Ramchandran for expressing their views and thoughts. We also thank one and all who have helped in making key decisions and discussion which allowed me to complete this project in time successfully. Last but not least my families for extending their support. While the project was taking its form, we realized how true the below quote is

: Ranjan Shankar Shetty

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IMPORTANT NOTICE
This document is strictly prohibited from publishing other than this Project due to written agreement Between Ranjan Shetty and Accenture. This document is strictly prohibited from publishing other than this Project, If published necessary legal actions will be taken by Accenture in the country the publication is published, according to copyright act.

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Contents
Introduction ................................................................................................................................................... 5 Human Resource Information System (HRIS) .......................................................................................... 6 Performance Appraisal .............................................................................................................................. 7 Employee Viewpoint ............................................................................................................................. 7 Organisational viewpoint ...................................................................................................................... 8 Performance Management Goals .............................................................................................................. 8 Inputs to the Human Resource MIS .......................................................................................................... 9 Human Resource MIS Subsystems and Outputs ....................................................................................... 9 How to Develop a Performance Management System ................................................................................10 Track and Manage Your Most Valuable Asset - Your Employees. ........................................................11 How to Structure a Performance Management System...............................................................................11 Performance Appraisal Software’s ..............................................................................................................12 Benefits of using Performance appraisal software’s ...........................................................................12 Employee Relationship Management (ERM) .............................................................................................13 Five Steps to a Human Resources Software Technology System ............................................................13 Employee Performance Management Software Solution........................................................................14 How does your solution help me manage employee performance in my organization? .....................14 Challenge .....................................................................................................................................................15 Methodology ...............................................................................................................................................15 Accenture ....................................................................................................................................................16 At Accenture ............................................................................................................................................ 16 HRMIS at Accenture ................................................................................................................................17 Performance appraisal form of Customer Service associate for swift cover insurance process through Accenture (BPO) .................................................................................................................................17 Conclusion ...................................................................................................................................................17 BIBILORAPHY ...............................................................................................................................................19 Annexure .....................................................................................................................................................20

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Introduction

The rapid developments in the information technology have not left any sphere of the human work life untouched. The organizations are growing in size, functions, are working across nations and thus are becoming more and more complex to handle. More and more organizations are integrating information technology (IT) in their human resource (HR) activities to improve their effectiveness. Technology helps to measure and manage the employee performance. It helps to automate the processes of HR and save time and cost and reduce the efforts required and the paperwork. According to a survey, more than 30 percent of the respondent organizations are already using or are planning to buy software for the performance management in the organization. To help and automate the processes of Performance appraisal management, organizations are increasingly taking the help of various performance management software’s like: • • workforce performance management (WPM) suite systems and Talent management software’s

Which help to systematically record all the data about the employee performance, predetermined targets and the results achieved, compensation, succession planning and other related HR systems? The various forms can be filled online and can be submitted to the HR. The information is systematically stored in metrics where the current employee performance can be compared with the targets and the standards. These systems also help to analyze the training needs of the employees, systematically monitor their progress and their review and feedback and the improvement in the performances. Such software systems are provided by IT companies which they help to implement and integrate in the processes of the organizations. The organizations today have the choice of buying a ready to use licensed software package or can get a customized software system prepared according to its own needs and requirements.

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To complete the Performance appraisal subjectively and fairly, it is advised to consult the previous supervisor or manager. If this is not possible, consult the supervisor’s superior to get his views and inputs.

Human Resource Information System (HRIS)

Human Resource Management Information System (MIS) is concerned with all of the activities related to employees and potential employees of the organization. Typically, the better The Human Resource Information Systems (HRIS) increasingly higher administrative control of such systems. Currently Human Resource Management Systems encompass: 1. Payroll 2. Work Time 3. Benefits Administration 4. HR management Information system 5. Recruiting 6. Training/Learning Management System 7. Performance Record 8. Employee Self-Service An effective HRIS provides information on just about anything the company needs to track and analyze about employees, former employees, and applicants. Your company will need to select a Human Resources Information System and customize it to meet your needs. With an appropriate HRIS, Human Resources staff enables employees to do their own benefits updates and address changes, thus freeing HR staff for more strategic functions. Additionally, data necessary for employee management, knowledge development, career growth and development, and equal treatment is facilitated. Finally, managers can access the information they need to legally, ethically, and effectively support the success of their reporting employees.

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After understanding most of the functions of HRMIS We are focusing on Performance appraisal. Before we move no to the technical aspects of Performance Appraisal we will understand what Performance appraisal is?

Performance Appraisal

The employee performance appraisal helps to identify, evaluate, and develop an individual's performance. It is a motivation tool that encourages employees to have high performance levels. Validations of hiring practices - are the right people in the right positions? Provision of an objective measuring tool on which compensation decisions, and promotions can be based Identification of training needs - individually, departmentally and organizationally Identification of employees who have the potential for advancement or who might be better suited in other areas of the organization Managing employee performance is an integral part of the work that all managers and rating officials perform throughout the year. It is as important as managing financial resources and program outcomes because employee performance or the lack thereof, has a profound effect on both the financial and program components of any organization. One of the best ways to appreciate the purposes of performance appraisal is to look at it from the different viewpoints of the main stakeholders: the employee and the organization.
Employee Viewpoint

From the employee viewpoint, the purpose of performance appraisal is four-fold:

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Organisational viewpoint

One of the principal aims of performance appraisal is to make people accountable. The objective is to align responsibility and accountability at every organizational level.

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

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Inputs to the Human Resource MIS
• •

Strategic plan or corporate policies The TPS:
o o o

Payroll data Order processing data Personnel data

External sources

Human Resource MIS Subsystems and Outputs
• • • • •

Human resource planning Personnel selection and recruiting Training and skills inventory Scheduling and job placement Wage and salary administration

The regulatory requirements for planning an employee’s performance include establishing the elements and standards in their EPAP (EPAP). An EPAP outlines the specific elements and standards that the employee is expected to accomplish during the rating cycle.

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Performance elements and standards should be measurable, understandable, verifiable, equitable, and achievable.

DEVELOPING EMPLOYEE PERFORMANCE APPRAISAL PLANS (EPAP)

How to Develop a Performance Management System
A performance management system gives business leaders a way to tie project selection and employee assessment to core processes and key metrics. By ensuring that everyone is clear about the company's goals and that decisions are made based on those goals, managers can create a culture of accountability and optimize business results. Establishing this type of system involves a focus on process management and improvement, in line with methodologies such as Six Sigma and Lean manufacturing. The function of Human Resources departments is generally administrative and not common to all organizations. Organizations may have formalized selection, evaluation, and payroll processes. Efficient and effective management of "Human Capital" has progressed to an increasingly imperative and complex process. The HR function consists of tracking existing employee data which traditionally includes personal histories, skills, capabilities,

accomplishments and salary. To reduce the manual workload of these administrative activities, organizations began to electronically automate many of these processes by introducing specialized Human Resource Management Systems. HR executives rely on internal or external IT professionals to develop and maintain an integrated HRMS. Before the "client-server"

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architecture evolved in the late 1980s, many HR automation processes were relegated to mainframe computers that could handle large amounts of data transactions. In consequence of the low capital investment necessary to buy or program proprietary software, these internallydeveloped HRMS were unlimited to organizations that possessed a large amount of capital. The advent of client-server, Application Service Provider, and Software as a Service or SaaS.

Track and Manage Your Most Valuable Asset - Your Employees.
Utilizing a Web-based platform allows you to streamline the entire HR lifecycle from recruitment and training to payroll and benefits administration. Consolidating these processes into once system allows small and medium sized businesses to proactively manage HR operations and improve efficiency. Most Web-based HRMS platforms offer much more than HR and employee benefits services. Look for a solution that offers a wide range of service offerings including payroll, talent management, applicant tracking, recruiting tools, pre-employment testing, background checks, labor law resources and skills training. Robust and user-friendly reporting tools are also critical. While employee access to a wide range of HR lifecycle services is helpful in streamlining HR processes, it is extremely important to choose a Web-based HRMS platform that is easy to use. Employees are less likely to embrace these services if they are too complex. Keep it simple. The key to finding the right HRMS system is selecting an HR business solution that is secure, well-supported, and equipped to help you reach your goals. With a centralized Web-based HRMS platform to support your HR department, you have the ability to successfully track, manage, and control your most valuable asset, your employees.

How to Structure a Performance Management System

A performance management system is a holistic way of managing employees in accordance with their skills, training and motivation levels for optimal performance of an organization. It is a technique of measuring, evaluating, training, mentoring and rewarding

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employees, teams and departments within an organization, agency or corporation. It is based on the principle that human resources are the only continuous developing asset within an organization. The principle dictates that an organization can perform effectively if its employees are job-enriched, motivated and satisfied. The system of performance management is a technique of achieving this human resource standard.

Performance Appraisal Software’s

The growing size of the organizations, the competition in the labour market and the importance of the performance management and appraisals have given way to the use of performance appraisal software’s. Many companies providing the HR services and the software companies provide the performance appraisal software’s. The performance appraisals software’s automate the appraisal processes and assist the HR by adding online capacities to the processes. The performance appraisal software can be customized according to the needs of the organization. The various forms and other processes can be designed in accordance to the practices being followed in the organization. The software standardizes the appraisal process. The software applications also have guidelines for the users to guide them throughout the process, alerting the users about the errors and mistakes (if any), suggesting the appropriate language to be used, provides a systematic records of the necessary documents to the rater and the HR Department. Several software packages are available which also provide the 360 degree review program so that employees can get a multi-rater feedback about their performance.
Benefits of using Performance appraisal software’s

By using the performance appraisal software’s, an organization can reap the following benefits:

The performance appraisal software can be implemented organization wide, covering all the employees at the levels (from lowest rank to top management) and across all the branches of the organization throughout the world.

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Designed with the latest technologies, they are easy to understand and make things structured, organized and standardized throughout the organization.

Performance Measures, KPI and KRA’s, goals and objectives for each employee, team and department can be weighted and listed according to their importance and priority.

Use of the standard performance appraisal software’s can help to reduce the subjectivity and the bias in the ratings of the appraisers.

It facilitates the calculations and adjustments of the performance related pay and other related HR decisions.

Automatic reminders can be sent to the employees and the concerned authorities for the due appraisals.

It helps the HR department in appraising the performance and to manage the performance of the employees efficiently and effectively.

Helps to improve the productivity of the employees and employee retention in the organization.

Keeps a detailed record of the past performances and the Performance Reviews of the employees.

Employee Relationship Management (ERM)
Employee Relationship Management (ERM) is not a technology, or a product or an application but a strategy that aims to bring conversation into newer avenues within an organization. We deliver ERM solutions using intranet and knowledge management solutions that can improve communication in your organization, cut costs and unite a decentralized workforce. We can help implement employee relationship management in your organization through collaborative tools like:

Five Steps to a Human Resources Software Technology System
Interested in a game plan for finding a Human Resources Software Technology system that fits your needs, budget, and company growth? These five steps will help you select a Human Resources Software Technology system.

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1. Determine your Human Resources technology needs. 2. Find the Human Resources software system vendors who match your needs. 3. Set up Human Resources Software Technology system demonstrations. 4. Research your short list of potential Human Resources Software Technology systems. 5. Select your Human Resources Software Technology system and obtain approval.

Employee Performance Management Software Solution
Thinking how you can manage performance of your employees without affecting their morale? Make it simple! That's the easiest way. And how do you make it simple? Give a scientific thought, understand the behavioral characteristics of employees and then automate your performance management system. Performance is qualitative in nature and also depends on many factors like compensation, assessment, learning and motivation. This interdependency calls for a scientific design of the performance management solution. We are building our performance management solution on the foundation of a strong competency improvement plan. This will also include mentoring and learning solutions.
How does your solution help me manage employee performance in my organization?

We take an approach of analyzing your specific and designing a tailor made solution for your specific requirements. You can also get the consultancy services of our partners who will help us in designing and developing the right kind of solution for you. Get to know the basic features:
• • • •

Individual performance management Group performance management Process management reports Goal management reports

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Competency management and improvement reports Business Intelligence reports and reviews Peer to peer appraisal and multiple appraisal processes 365 day performance management with daily updates Custom defined scoring and rating system

Challenge
Motivational workforce practices do not work effectively in an organization that lacks an objective performance measurement system. At Accenture India performance management system, gaps were observed in effective discussion of employee’s 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 organization’s objectives.

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:

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Accenture
Accenture is a global management consulting, technology services and outsourcing company. Committed to delivering innovation, Accenture collaborates with its clients to help them become high-performance businesses and governments. With deep industry and business process expertise, broad global resources and a proven track record, Accenture can mobilize the right people, skills, and technologies to help clients improve their performance. With approximately 95,000 people in 48 countries, the company generated net revenues of US$28.8 billion for the fiscal year. The Accenture Institute for High Performance Business creates strategic insights into key management issues through original research and analysis. Based in Cambridge, Massachusetts, its management researchers combine world-class reputations with Accenture's extensive consulting, technology and client experience to conduct innovative research and analysis into what makes great companies and high performing organizations

At Accenture
The Performance appraisal is one of the important aspect taken care at Accenture, the performance appraisal sheet or the grading Sheet is done in the Microsoft excel and based on the performance or the appraisal scores one will have differences in Variable pay, which employees get in the salary it is a contention that high-performance business gets superior results from their employees both as the individuals and teams. The Performance appraisal form is based on the Service level agreements or popularly known as SLA’s and the aspects relating to the current SLA’s are agreed upon the service promised by Accenture and Swift Cover Insurance PLC, which is a leading Motor insurance company in the United Kingdome, who have intern have outsourced the Customer service to Accenture and there are currently 183 employees working for the process and whose performance appraisal would be done at the end of every month and based on it the incentives would be received by the employee.

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HRMIS at Accenture
The Appraisal form is done in the Microsoft Excel (Annexure)1 This is a replica of the actual performance appraisal form at Accenture, and the second sheet talks about the grading system on which an employee is rated and at the end of the month all the reports from the file would be consolidated in one Microsoft excel file and sent to the Human Resource department.

Performance appraisal form of Customer Service associate for swift cover insurance process through Accenture (BPO)2 Accenture India, the wholly-owned subsidiary of the $28.8-billion global management consulting and outsourcing firm Accenture with more than 35,000 employees working in India which is more than its US headcount of 30,000 employees. “I learn new things every day as I try to understand the requirements of the industry. The most exciting thing is the encouragement I receive to take up new assignments, which helps me grow professionally and personally. This is because Accenture encourages cross-functional movements to help one gain diverse domain expertise across the various lines of business. The Internal Job Programme provides employees the support needed to achieve their career advancement through a transparent and predictable selection process, robust feedback and more choice in terms of opportunities.” Girish Ramchandran (Data Validation Associate, Accenture Delivery Centre for BPO Services)

Conclusion
By carefully developing, documenting and communicating performance appraisal procedures and criteria, pioneering organizations build a solid foundation for human capital development, especially in areas such as recruiting and selection, rewards and recognition and

This document is strictly prohibited from publishing other than this Project due to written agreement Between Ranjan shetty and Accenture. 2 This document is strictly prohibited from publishing other than this Project, If published necessary legal actions will be taken by Accenture in the country the publication is published, according to copyright act

1

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succession planning. Organizations with pioneering performance appraisal systems also protect themselves from litigation around discrimination. Recent Accenture research has even linked the maturity of organizations' performance appraisal systems with enhanced employee engagement. As we shift to a competitive global marketplace where intellectual capital and workforce proficiency are important drivers of shareholder value, human capital development grows even more crucial to achieving high performance. Because of its links to many other human capital processes and business outcomes, an effective performance appraisal process is wise investments that will help organizations attain high performance, and the use of information technology in the area of Performance appraisal the transformation have occurred on how to optimize the level of service level agreement in their operations through which they have attained the efficiency and the make profits with high level of employee satisfaction and this can be achieved for 95,000 people through Management information system.

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BIBILORAPHY
• • • Performance Apprisal and End term Project from Ranjan Shetty –PGDM-IB Term 1. (HRM) http://appraisals.naukrihub.com/use-of-it.html http://www.doi.gov/hrm/guidance/370dm430hndbk.pdf

• • • • •
• • • • •

http://hr.rpi.edu/update.com http://www.performance-appraisal.com
www.syrianjobs.com : performance standards

Google scholar www.googlescholar.com Girish Ramchandran (Data Validation Associate, Accenture Delivery Centre for BPO Services)
Management of Human Resources, Gary Dessler. Blau, Gary E. Human Resource Accounting, 1st ed. Scarsdale, Peter Drucker, "Management Tasks, Responsibilities, Practices”. http://managementhelp.org/plan_dec/mbo/mbo.htm 'The practice of Management'. By Peter Drucker.

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Annexure

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ACCORDING TO SERVICE LEVEL AGREEMENT BETWEEN

GRADING SHEET OF PERFORMANCE APPRAISAL FORM FOR SWIFT COVER INSURANCE PROCESS DISCIPLINARY CRITERIA Attendance : 100% attendance <100% but >95% attendance < 95% attendance Grading 5 3 0 PERFORMANCE CRITERIA Call Quality : > or = 95% >90% but <95% > or = 85% but <90% >85% On Time Login : 0 defect <3 but > 0 defects > 3 defects Grading 5 3 0 Data Quality : > or = 98% >90% but <98% <90% Break Defects : 0 defect <3 but > 0 defects > 3 defects Grading 5 3 0 Talk Time : up to 00:06:00 > 00:06:00 Grading 5 0 Grading 10 5 0 Grading 10 7 3 0

Monthly Test : > or = 98% >90% but <98%

Grading 10 5

Hold Time : up to 00:00:45 > 00:00:45

Grading 5 0

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<90%

2 Wrap time : Grading 5

Org Participation : Upon the Discretion of the Team leader

Grading

Up to 00:01:00

> 00:01:00

0

Leadership Quality : Upon the Discretion of the Team leader

Grading

NCAD*Errors :

Grading

Up to 4% > 4%

10 0

Note : > 1 FAIL CALL The Associate will be sent back to training for 3 weeks, and also cut in Performance pay for the same month. CAD* (FAIL CALL) 0 FAIL CALL > or = 1 FAIL CALL Grading 10 0

NCAD* - Non Customer affecting Defects, (procedure error) Overall Performance Grading > =98% > = 93% but < 98% > = 87% but <93% A+ A B

CAD* - Customer affecting Defects > = 80 % but < 87% > = 70% but < 60% Below or = 60% C D E

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