Group Performance Management System Faculty, RTTC TVM (A Govt. of India Enterprise )

AGENDA  Understand concept of Group Performance System.  Foundation of GPMS and BBSC.  Groupings in GPMS of BSNL.

GPMS concept GPMS is an initiative under Project SHIKHAR of BSNL with the intent to have an objective and transparent system for assessing performance.

GPMS concept  It is a system for Identifying KPI for individuals and various functional groups within the organization.  Assigning objective KPIs to distinct groups aligned with organizational objectives.  Assessing targets and their relative weightage against such KPIs in objective & transparent manner.  Shall be used as yardstick for assessment of performance of various groups.  Providing a basis for performance related HR policies.

Foundation of GPMS  GPMS is the new performance measurement system with a similar implementation approach of BBSC.  BBSC concept was adopted by BSNL in  In 2009, an improved performance management version in the form of GPMS has been introduced.  The GPMS scorecards for all the group types have been designed to consist of KPIs to measure the Group Performance on Financial, Customer/ Market and operational Parameters.

Foundation of GPMS  In addition overall performance assessment KPI, it would evaluate the groups on parameters that are difficult to get captured quantitatively. An Overall performance assessment would be done by the person to whom the group reports. e.g. The Evaluation for the groups at the corporate office would be done by the CMD.

Foundation of GPMS  Evaluation of the Territorial Circles will be done by the Management Committee (MC).  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.

Foundation of GPMS  Every scorecard has a parameter to measure customer satisfaction.  Customer Satisfaction to be assessed through a customer survey administered by an external third part agency and will be based on parameters such as brand & advertising, product innovation, customer responsiveness of field sales and customer service staff, QoS etc. For circles which do not have any external customer, the internal customers/ stakeholders would be doing the evaluation.

Background  Introduction of GPMS in place of BBSC was considered because existing BBSC set up adopted by BSNL, has following shortfalls :  1. Job description at an individual level were not clearly defined- Hence creation of Individual scorecard was not very objective and systematic.  2. Long list of Activities without clear cut delineation of activities and responsibilities made it less conductive to effectively identify and communicate KRA of a specific post.

Background  3. Though BBSC have defined at various levels,the Large number of KPIs in each scorecard as well as absence of critical enablers such as :  An appropriate org. structure.  Well defines processes for tracking performance and IT system support hamper their effective implementation.

GPMS is considered Suitable for Implementation in BSNL as It is Based on new organization structure of BSNL. KRA/KPIs are identified and defined on the basis of New BU structure of BSNL, in consultation with top executives of the respective BU. Number of KPIs has been kept less to have focus measurement of Key performance areas. It is an Optimum combination of quantitative and qualitative measurement. KPIs are defined as per functional activities of an entity.

Individual Performance Management System (IPMS)  Achievement of GPMS rests on the success of individual executives in performing their assigned tasks.  IPMS has been introduced with intent to develop an objective and transparent system for assessing performance at the individual level.  IPMS will be on the lines of GPMS and to start with only DGM and above rank officers are covered.

Groupings in GPMS of BSNL .. CategoryGroup TypeGroup types No. of groups Corporate Office 1. Consumer Fixed Access, 2. Consumer Mobility 3. Enterprise 4. New businesses 5. Corporate Affairs 6. HR (Incl. Legal and Vigilance) 7. Finance 77 TerritorialTerritorial Circle 126 Non Territorial Circle 1. Project Circle Maintenance Region Telecom Factory Training Circle QA, 6. Telecom Stores, 7. Inspections (earlier T&D), 8. ITPC 9. NCES, 10. Data N/W 66 SSASSAs 1330 Total 19384

GPMS Identifying Key performance indicators (KPI) for individuals and various functional groups within the organization. Assigning objective KPIs to distinct groups aligned with organizational objectives Assessing targets and their relative weightage against such KPIs in objective & transparent manner Shall be used as yardstick for assessment of performance of various groups. Providing a basis for performance related HR policies.

Financial perspective This has to do with :  Profitability  Growth  Shareholder Value  Increasing Revenue  Cost reduction & Productivity Improvement.

Customer/Marketing Perspective  How are you performing from customers perspective?  What are the factors that really matter to customer?  Main concern of customers are:  Time – the time the company receives an order to the time it actually deliver it.  Quality – Defect levels as perceived by the customers.  Service- What is the value, your product or service is creating for the customer.

Operational perspective  Every business has a value chain by which value is created and delivered.  Innovation process : Critical to the future success of the business.  Operations process : Needed for efficient, consistent and timely delivery of existing product and services to the customer.  Post sale service process: Warranty related, payment or other activities enabling the customers to enjoy the quality product.

Parameters in GPMS Scorecard  Measurable  Unambiguous  Negative or Positive  Each parameter is given weight and target (Fair, Good, Excellent)  Sum of weight of all parameters equals 100.

Targets  Derived from company’s targets conveyed down the line.  Can be changed on review in exceptional cases.  Must be based on accurate forecast considering appropriate business environment.

GPMS scoring Performance level to be defined for Fair, Good and Excellent Score to be calculated in a linear manner as per Achievement Performance less than the fair target will get ‘Zero’ score The total score against a KPI would be calculated after multiplying the weightage of a parameter with its performance score and final score will be sum total of scores for all parameters.

GPMS scoring Performance Grading FairGoodExcellent Score-60Score-80Score-100

Sample Questions 1.BBSC was introduced in BSNL in year GPMS was introduced in BSNL in year Evaluation of the Territorial Circles will be done by Evaluation of SSAs will be done by is used as yardstick for assessment of performance of various groups in BSN L.

Sample Questions 6. Which one among the following is a shortfall of BBSC. A. Job description at individual level was not clearly defined. B. Long list of Activities without clear cut delineation. C. Large number of KPIs in each scorecard D. All of the above.

Sample Questions 7. GPMS is considered Suitable for Implementation in BSNL because A. It is Based on new organization structure of BSNL. B. Number of KPIs has been kept less. C. It is an Optimum combination of quantitative and qualitative measurement D. All of the above.

Sample Questions 8. As per GPMS how many group types are defined in BSNL A. 17 B. 18 C. 19 D Parameters in GPMS Scorecard should be A. Measurable & Unambiguous B. Negative or Positive. C. Sum of weight of all parameters equals 100 D. All of the above. 10. Performance less than the fair target will get score in GPMS.

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