A PROJECT REPORT ON PERFORMANCE APPRAISAL SYSTEM AT LILAVATI HOSPITAL & RESEARCH CENTRE IN PARTIAL FULFILLMENT OF MASTERS DEGREE IN BUSINESS ADMINISTRATION SUBMITTED TO UNIVERSITY OF PUNE BY MR. ABHIJEET S. GAWANKAR SUMMER TRAINEE M B A -II (2004-2006) VISHWAKARMA INSTITUTE OF MANAGEMENT PUNE. 1 INDEX Chapter Chapter Name Page no. No. 1 Executive summary 1 2 Introduction of subject 2 3 History & Profile of hospital 7 4 Objective of Project 12 5 Research methodology used in project 13 6 Per for m a n ce a p p r a is a l s ys t em in Lila va t i Hospital 6.1 HRD systems in Lilavati 16 6.2 Pr es en t s ys t em of p er for m a n ce a p p r a is a l in 19 Lilavati 6.3 Introduction of performance appraisal in Lilavati 20 hospital 6.4 Training programme for performance appraisal 21 6.5 Analysis & interpretation of data 36 7 Observations & Findings 60 8 Conclusion & Suggestions 61 9 Annexure Annexure 1 65 Annexure 2 68 Annexure 3 68 10 Bibliography 69 2 ACKNOWLEDGEMENT It s a great privilege that I have done my project in such a well organized and diversified organization. I am grateful to all those who helped and supported me in completing the project. First and foremost I would like to thank Dr. Narendra Trivedi (Vice President) And Mr. D. P. Yadav (General Manager HRD) for giving me an opportunity to work as a summer trainee in Lilavati hospital & research centre and thereby fulfilling the requirement of our MBA course. I would also like to extend my thanks to Mr. Dinesh Bandarkar (Jr. Officer HRD) and all the staff of HRD department for their help in gathering relevant data needed for the project work. I am also thankful to our director, Dr. Sharad Joshi and my project guide Dr. Mrs. Vandana Gote and Prof. Gandhe for helping me in completing the project. 3 TO WHOMSOEVER IT MAY CONCERN This is to certify that Mr. Abhijeet S. Gawankar is bonafide student of our institute. He has successfully carried out his Summer Project titled Performance Appraisal System At Lilavati Hospital & Research Centre, Mumbai. This is the original study of Mr. Abhijeet S. Gawankar, and important sources used by him have been acknowledged in his report. The report is submitted in the partial fulfillment of two-tear full time course Master In Business Administration (2004-2006) as per the rules of the Pune University. Dr. Sharad L. Joshi Dr. Mrs. Vandana Gote (Director) (Project Guide) 4 EXECUTIVE SUMMARY Lilavati hospital & research centre is very well known hospital in Mumbai & in India also with its excellent research facilities & world famous researchers. This project is titled as performance appraisal system at Lilavati hospital & tries to find out the different aspects of performance appraisal in the hospital. Different officials working in the HRD department have provided very important data in this respect. Formal & informal interviews as well as the research (through questionnaire) are the basic methods of data collection used in this project work. Also secondary data provided by the hospital officials is of immense importance. Every effort has been made to understand the long term plans of hospitals for implementing performance appraisal program. As the hospital is a service industry; the employees serving in the hospital are the most important elements & that is why performance appraisal becomes very important in the long run. Taking into consideration this aspect, the performance appraisal program currently being carried out is been observed. Also the training given to employees is studied & suggestions have been suggested to improve quality & implementation of performance appraisal program. From this project work; hospital officials will get new insights about performance appraisal program & I have also acquired the knowledge of how the performance appraisal program is carried out in hospitals. 5 INTRODUCTION OF SUBJECT Performance Appraisal: In the fast changing trend towards globalization, today many organizations are striving hard to modernize themselves. One of the most important hallmarks of a modern organization is to have a performance appraisal system. Definition: Performance appraisal can be defined as A process of evaluating an employee s performance on the job in terms of its requirement According to Flippo, performance appraisal is A systematic periodic and so far as humanly possible. An impartial rating of an employee s excellence in matters pertaining to his present job and to his potentialities for a better job. According to Dale Yoder, Performance appraisal includes all formal procedures used to evaluate personalities and contributions and potentials of group members in a working organization. It is a continuous process to secure information necessary for making correct and objective decisions on employees. Appraisal Procedure Involves: 1. Setting work standards 2. Assessing the employee s actual performance relative to these standards 3. Providing feedback to the employee with the aim of motivating that person to eliminate performance deficiencies or to continue to perform above par. Performance appraisal is variously known as employee evaluation, employee efficiency rating, performance rating, merit rating, employee 6 development program, development report, personnel development employee ability rating etc. and they all mean the same thing. It is a systematic orderly and objective method of evaluating the present and potential usefulness of the employees to the organization. Objectives Of Performance Appraisal: Performance appraisal essentially helps to identify employees who are performing their assigned tasks well and those who are not; and also the reasons for such performance. The main 5 objectives of Performance appraisal are: 1. To assist management in promotion, demotion, and transfer problems. 2. To improve job performance. 3. To increase analytical abilities of supervisors. 4. To reveal areas where training is needed. 5. To prevent grievances. The objectives of performance appraisal could be broadly described as: i) Judgmental ii) Developmental Judgmental objectives focus on evaluation; - Providing feedback to employees to know where they stand. - Developing valid data for administrative decisions concerning placement, pay, promotion, punishment, etc. 7 Developmental objectives focus on helping; - Diagnosing individual and organizational strengths and weaknesses (SWOT analysis). - Counseling, coaching, career and succession planning, employee morale and motivation. - Developing positive superior-subordinate relationships. Importance Of Performance Appraisal: Performance appraisal data is very useful in human resource development in several manners. Ambitious subordinates, who are looking forward to an opportunity for advancement, usually welcome an honest appraisal even if it is adverse. A promotion minded individual can ask for the target programs of a position he seeks and use the information given by performance appraisal to prepare himself for the job and enhance his candidacy. Performance appraisal if used effectively can help the organization to: i) To improve productivity. ii) To promote internal control through appropriate feedback and corrective actions. iii) To diagnose individual and organizational problems. iv) To foster positive work culture. v) To encourage, recognize and reward achievements vi) To seek an all round human resource development. 8 An effective performance appraisal system helps in overall improvement in the quality of work life and overall organizational development. Need Of Performance Appraisal System In Hospitals: Hospital industry is a service industry, where patient (customer) is the most important person. So tremendous importance of people element has to be given. So all the employees of the hospital has to perform their duties in a better way in order to get customer satisfaction. As it is important how advanced technology & drugs you use to cure the patient, but it is also very important that how you deal with patient & their relatives (i.e. customer). So it is very important that how the staff of hospital performs their duties in order to make the patient satisfied. If the performance of employees is appraised, then it is very beneficial for both the employees and the management to understand the current performance level and making improvements in it. Also performance appraisal helps to identify training needs so that employees can be trained to enhance their performance. Which ultimately leads to customer satisfaction & overall organizational development. 1. It will make lower post employees to understand how they are performing & how they will be rewarded. 2. As the care of patients who are outsiders to the hospitals is taken; the care of internal customers i.e. Employees is also necessary. 9 3. It gives boost to the employees to perform better in the future. 4. It can give birth to healthy competition among different levels of employees & then they will learn from each other & improve. 5. The total organization effectiveness will be improved & then the hospital will be able to compete with other hospitals. 6. The most important thing is that self-motivation factor will be developed among employees & so they try their hand to perform & excel in their field. 10 PROFILE OF LILAVATI HOSPITAL & RESEARCH CENTRE LILAVATI HOSPITAL Lilavati hospital is committed to provide best medical facilities in India. With its state-of-the-art research facilities, researchers from all over world would explore the future horizons of the bio-medical sciences for effective treatment and care. Lilavati Hospital provides an environment where innovation and creative enterprise will flourish to establish the highest standards in the Indian Health Care system. Address: 791, Lilavati Hospital & Research Centre; Bandra Reclamation, Bandra (W) Mumbai 400 050 It provides effective super specialty services in the following areas: 1. Cardiology & Cardiovascular 2. Chest Medicine 3. Neurology & Neuro Surgery 4. Physiotherapy 5. Nephrology & Kidney Transplant 6. Orthopedics and Replacement Surgery 7. Nuclear Medicine & RIA 8. Cancer Clinic 9. In Vitro Fertilization (IVF) 10. All types of Diagnostic Services 11 INSTITUTIONAL MOTTO : More Than Health Care Human Care. Lilavati Hospital believes in : Excellence in Patience service provided in a learning environment with dignity compassion and respect. Human care extends beyond the curative process and views an individual as a holistic entity. The care provided here is not only physiological (medical) but also looks after the sociological & psychological needs. Lilavati hospital s ultimate objective is for each patient and the family to leave our centre with improved physical & mental health and the feeling that the hospital exists only for the patient and the patient is always the most important person here. Motto of HRD Department at Lilavati Hospital : Effective Human Relations & Maximum Satisfaction. Day Care Surgical Unit : It is the first of its kind that brings in new concepts of reduced hospital stay and thereby reduced costs. Lilavati Hospital provides not only medical treatment but also provides a very safe and excellent environment for the patient and also to relatives attending the patient. It is one of the best hospital not only in India but comparable with many other hospitals elsewhere in the world. This is the reason why Royal 12 College of Surgeons chose Lilavati Hospital to conduct their first FRCS Examination outside Edinburgh. SALIENT FEATURES A very spacious hospital with carpet area per bed of around 1100 sq.ft. A 300 bedded hospital, which includes 100 Intensive Care beds, with all its services. Highest Nurse : Patient Ratio of 1:5 due to which we are better equipped to handle patient's complex health conditions. This is one of the highest nurse patient ratios in India. The management comprises of highly qualified professionals, who have brought with them rich experience which enables the hospital to be run on truly professional lines. 13 A true world class Hospitality service which is a backbone of any world class hospital. In House Nationalized Bank for easy cash transaction. Central Air-conditioning. Central Music System. Central Paging System. Central Fire Detection with interlined Central Sprinkler System. Well controlled & safe climate with soothing ambience are special features of the hospital. 100% standby power backup for the hospital with critical areas like Operation theatres and ICU further backed up with UPS. 14 Linen and Laundry Services A high class Cafeteria at 2nd Floor. i. Pharmacy Services around the clock along with a well setup 24hrs Chemist Shop. ii. Gift Shop iii. Prayer Room. Ambulance services. Fully computerized system with high end Application Servers & Backup Servers. 15 OBJECTIVES OF THE PROJECT Every project report is carried out with some specific OBJECTIVE in the mind. Objective is basically the purpose behind conducting a project and unless the objective is certain or specifically defined it is not understood what data has to be collected. Objectives of the project are nothing but what is to be learned out of this project report. Specific objectives of this Project Report To understand: 1. What is the scenario of Performance Appraisal in Lilavati Hospital? 2. What practices are currently going on in the hospital? 3. What is the long-term plan of HR dept. for conducting this practice? 4. What is the attitude of employees towards this program? 5. What type of training is given to employees for understanding this concept? 6. What suggestions can be given for improving effectiveness of this program? So in this project report I have made every effort to understand the above specified objectives. And this data has been collected using different methods of data collection as specified under Research Methodology. 16 RESEARCH METHODOLOGY Research methodology is a systematic way of solving the research problems. It may be understood as a science of studying how research is done scientifically. In it we study the various steps that are generally adopted by researchers in studying his research problems along with the logic behind them. Researchers not only know how to develop certain tests, how to apply particular research technique but they need to know which of the methods are relevant and which are not. A researcher will always need to understand the assumptions underling various techniques and he / she needs to know the criteria by which they can decide certain techniques and procedures will be applicable to certain problems. So it is very important to understand research methodology before proceeding further for collecting any data for a project work. As this project explains the performance appraisal system in hospital; it is very important to explain what are the sources of data, which is been collected, analyzed & presented to come out with useful suggestions & recommendations. 17 Mainly the data has been collected from HRD department of Lilavati Hospital. And the persons / entities who provided this primary as well as secondary data are: i. General Manager ii. Junior Officers iii. Office Assistants iv. Trainer - Prof. Murty These personnel are currently working in HRD department and the trainer is a person who conducts the performance appraisal training programme for employees Now the data collected from the above personnel is : i) Primary data ii) Secondary data iii) Primary Data: Discussions, informal interviews of the above mentioned personnel revealed lot much data, which was first hand. This data collection method can come out with good quality data & also the non-verbal communication here plays important role as the information provider reveals the information to you in personal. 18 Secondary Data: This is the data, which is provided by the above- mentioned personnel; but the main point of differentiation is about the way of delivering the data. This data is already collected & stored by the hospital & made available to its employees as well as to the outsiders for their official use & with prior permission of the hospital. This data is basically about internal HR policies & strategies which is been developed & published by hospital itself. Secondary data also consists of the data related to performance appraisal from various other sources than hospital personnel. These other sources are mainly Internet & reference books on HRD. So this is the basic research methodology used in this project report. The primary & secondary data are both very important because they both have their pros & corns. But the proper combination of these two types of data can be very useful this project report. 19 CHAPTER 6.1 HUMAN RESOURCE DEVELOPMENT SYSTEMS IN LILAVATI HOSPITAL POLICIES This Human Resources Policies & Procedures Manual Incorporates the Hospital s policies and procedures that regulate the employment remuneration structure and other service conditions of its employees. However, they are non- statutory conditions. It is the responsibility of H.R.D Department to keep this Manual updated by incorporating modifications, additions/deletions as and when made. This is a document compiled for consistent implementation of all employee related policies, with a view to ensure clarity and provide a congenial work environment. The Management reserves the right to withdraw the Manual or make changes in it at its sole discretion without assigning any reason thereof, if it considers necessary in the interest of the hospital. Health Care as one understands is the process of healing on an individual using scientific means & methods. Human Care extends beyond the curative process and views an individual as a holistic entity. The care provided here is not only physiological (medical) but also looks after the sociological & psychological needs. The hospital is committed to Quality Health Care , which is based on the belief that the best possible health care should be provided to the needy members of 20 the society without discrimination, regardless of social, ethnic, religious or political affiliations. The quality of health care will compare well with the world standard inpatient care and will be provided at a reasonable cost and in deserving cases, totally free or at subsidized rates. Our ultimate objective is for each patient and the family to leave our centre with improved physical and mental health and the feeling that the hospital exists only for the patient and the patient is always the most important person here. The Human Resource objective consists of the following :- 1. Building a culture, which would encourage excellence and add to the image of the Hospital (both internal & external). 2. Manpower planning and organization structure. 3. Recruitment and selection. 4. Career development and succession planning. 5. Effective implementation and monitoring of Performance appraisal system. 6. Rewards and Recognition schemes. 7. Effective Teamwork & Inter-personal relationships. 8. Developmental needs analysis, designing & conducting suitable programmes. 9. Employees welfare and quality of work life. 10. Develop belongingness among employees. 21 STRUCTURE OF HRD DEPARTMENT General Manager Secretary (1) Junior Officers Time Office Central Dispatch Attendants (2) Office Assistants Office Assistants (2) (3) (1) 22 CHAPTER 6.2 PRESENT STATUS OF PERFORMANCE APPRAISAL IN LILAVATI HOSPITAL The hospital was started in the year 1997 but till January 2004 there was no formal performance appraisal system to evaluate the employee s performances. Till that period there was a very informal evaluation of the employee s performances. At the year ending the supervisors use to make a report about their subordinate & evaluate their performance, but not in a systematic way. The employees who are recruited are kept on training period & probation period. And then depending upon their performance, they are made permanent. So there is a compulsory evaluation of the employees who are on training & on the probation period. But still there is no systematic formal performance appraisal system in the hospital. 23 CHAPTER 6.3 INTRODUCTION OF PERFORMANCE APPRAISAL IN LILAVATI HOSPITAL In Lilavati hospital, formal performance appraisal was not there earlier. Hospital started in the year 1997 and in the year 2003 the management thought about introducing formal performance appraisal system in the hospital. Hospital employs around 1000 employees & that is why it is very necessary to do their performance appraisal for continuous improvement. As this profession is basically a service industry, so the people element becomes very important for them. The skills of people are as important as the facilities & technology advancement they provide. And this is why it is very important to keep a close watch on employees, their appraisal and development. So from January 2004 the management started the performance appraisal training programme in the hospital for the employees in order to make them aware about the performance appraisal system. The management decided to start with the appraisal of junior level staff (i.e. attendants, technicians, office assistants, staff nurses.) and in the later stage they will decide about supervisor s appraisal. 24 CHAPTER 6.4 TRAINING FOR PERFORMANCE APPRAISAL For this reason, the hospital started with the training programme for Junior level staff). Because management decided to start the performance appraisal system with junior level staff. As these staff employees are not well versed with the concept of HRD & performance appraisal; so it is very important to explain them the concept of performance appraisal. As we know, performance appraisal activity will be useful & successful only if the employee also understands the concept of performance appraisal & if they respond to the programme in proper manner. It is an interactive activity, which has to be done in co-operation with the employees. So the management started with training programme in January 2004. Training details: i. Trainer- Prof. Murty. (Former Air Force Officer & now consultant). ii. Total employees 25 per session. iii. Total 509 employees have attended the training programmed till 14/9/2005 iv. Each session is on every Thursday from 9am to 5pm. v. Venue of training programme is Conference Room in hospital. vi. Observation period: 3 sessions. 25 CONTENT OF TRAINING PROGRAMME SESSION 1 Introduction The training programme primarily explains why the work is important for an individual. It is important to explain & understand what are the different motives behind working in any organization. So the work done by an individual is basically for: i. For earning money. ii. Don t want to become lazy. iii. To use the time available. iv. To gain more knowledge & experience. v. To be independent. vi. To keep ourselves busy & active. vii. Work gives us a status. viii. To get mental satisfaction. ix. To make use of our abilities. 26 If We Are Not Satisfied; It Leads To: i. Depression ii. Tension / pressure iii. Unhappiness Mental satisfaction is very important. If we are not mentally satisfied then we get hospitalized at the age of 40. That it is why it is important to get satisfaction when we do our job. Because it keeps our mental as well as physical health very strong. And it leads to better performance, better earnings, rewards & good standard of life. How to Get Satisfaction At Work? i. When your job matches with your qualification. ii. When your performance is good. iii. Growth & Development. iv. Your relationship with your colleagues. These things can satisfy us because these elements can satisfy for our search for growth, better prospect for career, excellence & status. Performance Appraisal System:- Before explaining them the performance appraisal system; it is important to explain & understand what is performance . And on which factors it is judged. Because until performance is explained, the further performance appraisal system can t be explained. 27 So the performance is basically: 1. Ability to work 2. Quality of work. Performance Is Something Which Is According To Result Expectation. Performance is mainly result-oriented work, which can be compared with expected results. It is basically matching actual results & expected results. Expectations again can be from different group of individuals: i. Management ii. Customers iii. Boss / supervisor iv. Self v. Department vi. Colleagues Expectations can be different from different people because every person has its own role to be performed in any organization & that is why he is suppose to do different things in the same role & so the expectations are varied. 28 What patient expects from you? It is very important for employee to understand what patients expect from him; otherwise he/she cannot perform as per patient s desire & then the patients are dissatisfied with the person. What boss expects from you? At the same time it is very important to understand what boss expects out of you. Because the boss tries to match employee s performance with set performance standards & if an employee can work as per boss expectation, then he can definitely improve himself & the complete organization will be benefited. Subordinates can understand the boss s expectation by asking the boss directly. Self Image: We have a self-image & we want a good positive feedback. Otherwise we feel bad. We don t want negative feedback. All the time we appraise others and get appraised, but in mind not face-to-face. This kind of attitude can stop employee s growth & then employee starts thinking that he is performing well but in reality it is not actually like that. Employee should be eager to know where he is lacking so that he can correct himself. 29 Few small tasks to be performed: o Handshake with any of the person & ask him what he felt? o What you felt about me since morning? You are appraising me since last 2 hours. o Why do you scare about appraisal? Appraisal: - Appraisal is basically to evaluate the performance, grade it / rank it & then compare it with the standard performance expected. Evaluate Grade Standards Compare Components Of Appraisal System : - i. Explanatory Note: It is about presenting the report of performance appraisal as on explanatory note where you explain how the performance is judged. ii. Self Appraisal (Appraisee): Here employee appraises / evaluates his performance by himself. But here the employee should understand that he should not overrate himself & take an un-biased appraisal. 30 iii. Appraiser s Appraisal: Here the appraisal of the appraiser (boss) is done by his superior. if the supervisors are also appraised then their subordinates will understand the importance of performance appraisal & they will take it seriously. iv. Discussion / Interview: This component brings out more ideas & the performance appraisal becomes more real and unbiased. Here the two-way interactive action is possible. Because of discussions & interviews there is more interaction between the superior & subordinates. Which helps in making the healthy relations between the boss & his subordinate. v. Review: Because of human nature, there might me bias decision. So it is better to review the performance appraisal by boss s boss. So review can help to avoid any bias decisions. There is one standard rule about review that the reviewer will not change the marking done by the appraiser. He will only give suggestions; in writing. Review can help to avoid any biased decision. 31 vi. Plan For Next Year There has to be a systematic plan for next year s performance appraisal system. So that the mistakes & shortcomings of current programmes will be avoided in the next plan. vii. Developmental Recommendation Recommendations for further developments have to be suggested. So that employee understands his weakness & can improve upon those areas. 32 SESSION 2 EXERCISE : Managing Your Future. In the training programme, this exercise was given to employees. The exercise was about managing your future . They were asked that; How many of you will take this exercise to your boss & discuss with him? 3 Alternatives: i. Go directly ii. Take trainer with you iii. Send envelope 5 Levels Of Effectiveness: The hospital is a group of people who are skilled, unskilled, professionals, & what not. So all the employees should understand that not only individual but also group effectiveness. In the organization there are 5 types of effectiveness as under: i. Individual / Personal Effectiveness: When a person is effective & proves his efficiency in organization. ii. Interpersonal Effectiveness: Here there is effectiveness between two people when they interact with each other. 33 iii. Team / Group Effectiveness: When there are departments then there are teams / groups of people who work in co-ordination with each other & then there is group effectiveness. iv. Managerial Effectiveness: Managers at all levels have their own way of effectiveness as they have different role which is more challenging & they also have power. v. Organizational Effectiveness: Organizations as a whole can have its own effectiveness & impact. Fundamental Relationship In Organization: Superior Subordinate Relationship For a good superior subordinate relationship, there must be mutual trust, confidence, understanding & respect on each other. Try to change mentality of the employees that boss is not good. Just believe that boss is a very nice person and you treat him as a good boss. Try to change your attitude so it will change your relation with your boss. Just presume that your boss is good & behave with him accordingly. It is essential to have good relationship between these two personnel then only they can work in co-ordination. If the relationship is not good & free; then there will be different barriers in the mind of employee & these two won t be able 34 to share their thoughts with each other. They will loose every opportunity to improve, change & grow. After that the trainer plays some small interesting games to make them understand the concept easily. Game 1 : Identify The Item And Name The Person Who Belongs It. Objective: To test your observation power and sensitivity. Explanation: The trainer used to announce a thing & then the employees were used to identify the person who belongs it. Example: a person wearing blue shirt / black pant. It increases the observation power & sensitivity of the person. It is to check hoe the person can observe other person, his skills, his attitudes, which is very necessary. Observation plays very important role in understanding other individuals. Those can be boss, subordinate or colleague or patient also. 35 Game 2: Follow the leader Explanation: The trainer used to ask a person from group of employees to go out of the room. Then he used select a leader out of remaining people & then leader used to do some actions which were followed by other group members (like clapping). Then the person who used to stand out, he was called inside the room & was asked to find out who is leader among the group. From this game, you can understand how the leader-follower relationship should be. In any organization, the leader-follower should have a very strong relation & they should have good understanding between them so that when an outsider comes into organization then this relationship creates a very good impact. Leader Follower Relationship To be a good leader, one should have good followers. & to be a good follower one should have good leader. Both are two sides of the same coin. Ask who s job are you doing? How did you come here? How do we understand our job? The better you understand your job, better you can do it. Boss must make you understand the job. 36 Game 3: Trust fall: Explanation: This game talk about trust element between two individuals /groups /organizations. The game was like this. The employees were standing in two rows with the same direction. Row 1 Row 2 And then the people standing in row 1 were asked to fall down towards back & the employees in row 2 were supposed to catch their partners in row 1. There were few partners who caught their partners in a perfect manner; but few people couldn t manage that. Now this game explains how the trust is built between two partners when nothing is conversed between those two. One needs to understand others need & fulfill it. When this happens then the trust is built among those two & then the job can be done in the most effective manner. You Will Never Get Help, If You Want It But If You Don t Ask For It. 37 For Growth: i. An employee should ask every doubt & query about his job to his boss. An employee should ensure that his boss has explained him every detail about his job. ii. Or if he doesn t know his job then he should go to his boss & request him to explain. iii. An employee should ask his boss for giving more job responsibilities, and challenging jobs. Because if challenging jobs are given then employee can show his skills & grow. Which is beneficial for both employee and the organization. For Promotion: Employees always try for promotion because they want a higher post with better rank. But its really not important to get just a good rank but an employee should look for better job responsibility which will give him an opportunity to perform better & grow in the long run. Promotion is not an easy task. It gives you more responsibilities & more results are expected from you. So you should have the ability to perform those duties if you are promoted, then you should be able to handle the job responsibilities of that position. You should have the adequate knowledge & skills required for that position. You Get Promotion On Consistent Performance. . Show Appraisal Forms. 38 Summary of The Training Programme So, in this way the training programme is arranged for performance appraisal to be introduced. It started with explaining what is performance & the systematic information was given to employees. The trainer makes every effort to explain each & every term, which has to be introduced to the employees before they actually, do or face performance appraisal. 39 CHAPTER 6.5 ANALYSIS & INTERPRETATION OF DATA Research Conducted Of The Employees A research was conducted in the Lilavati Hospital. Sample Size: 45 Employee Designations: i. Junior Officers ii. Office Assistants. iii. Attendants iv. Staff Nurses Method of Data Collection: Questionnaire & Informal discussion. 40 Findings of the DATA collected 1. Q 1 Meaning of performance is: a. Evaluate b. Discipline to work c. Keep records of employees. Options a b Total response 35 10 45 % 78 22 100 b 22% a b a 78% Findings: From the above record it is seen that most of the employees understand correct meaning of performance appraisal as evaluation. so there is conceptual clarity. 41 2. Performance Appraisal is necessary at all levels : a. Not at all b. To some extent c. To great extent d. Absolutely essential Options b d total response 10 35 45 % 22 78 100 b 22% b d d 78% Findings: From the above record it is seen that most of the employees are of the opinion that performance appraisal is absolutely essential at all levels. 42 3. Meaning of performance is : a. Ability to work b. Understand actual work to be performed. c. Result oriented work. d. Giving maximum dedication towards work options a b c total response 5 20 20 45 % 11 44 45 100 45 b c 40 35 30 25 response 20 % 15 a 10 5 b c a 0 a b c Findings: From the above record it is seen that most of the employees say that performance is to understand actual work to be performed & also it is result-oriented work. 43 4. Performance Appraisal should be carried out: a. Monthly b. Quarterly c. Half Yearly d. Yearly. Options B C D Total Response 5 25 15 45 % 11 56 33 100 60 50 40 response 30 % 20 10 0 b c d Findings: From the above record it is seen that significant no. of employees feel that performance appraisal should be carried out half yearly but considerable no. of employees say that it can be carried out yearly. 44 5. Performance Appraisal should be a secret document : a. Yes b. No c. Can t say options a b c total response 20 20 5 45 % 45 45 10 100 c 11% a a 45% b c b 44% Findings: From the above record it is seen that half of the employees feel that performance appraisal should be a secret document where as half say that it should not be a secret document. 45 6. Should superior discuss performance appraisal with subordinates : a. To some extent b. Thoroughly discuss c. Not at all options a b total response 35 10 45 % 78 22 100 80 70 60 50 40 response % 30 20 10 0 a b Findings: From the above record it is seen that most of the employees that superior should discuss performance appraisal with subordinates to some extent. 46 7. Should performance appraisal be linked with salary : a. Totally linked b. partially linked c. Not at all options a b total response 20 25 45 % 45 55 100 a 44% a b b 56% Findings: From the above record it is seen that all of the employees are of the opinion that performance appraisal should be linked with salary. But 50% feel that it should be partially linked where as 50% feel that it should be totally linked. 47 8. Should incentives be directly linked with performance appraisal : a. Yes b. No c. Depending upon task d. Can t say options a c total response 30 15 45 % 66 33 100 70 60 50 40 response 30 % 20 10 0 a c Findings: From the above record it is seen that all of the employees feel that incentives should be directly linked with performance appraisal where as around 33% feel that it should be linked depending upon the task. 48 9. Before performance appraisal individual key result areas should be defined : a. Yes. b. No options a b total response 40 5 45 % 89 11 100 b 11% a b a 89% Findings: From the above record it is seen that most of the employees are of the opinion that before performance appraisal individual key result areas has to be defined so that its better for the employees to understand the work clearly. 49 10. Job description of each employee at various level is defined : a. Clearly b. Not clearly c. Vaguely defined d. Can t say options a c total response 35 10 45 % 78 22 100 80 70 60 50 40 response % 30 20 10 0 a c Findings: From the above record it is seen that most of the employees feel that in this hospital, job description of each employee is clearly defined at various levels. 50 11. Should performance appraisal be used for punishment / penalty : a. Not at all b. Some times c. Always d. Situational options a b d total response 30 10 5 45 % 66 22 11 100 d 11% b a 22% b d a 67% Findings: From the above record it is seen that around 66% of the employees feel that performance appraisal should not be used at all for punishment. But considerable no. of employees feel that performance appraisal can be used for punishment depending upon task. 51 12. Whether performance appraisal should be done : a. Formally b. Informally c. Both ways d. Can t say options A c total response 20 25 45 % 45 55 100 60 50 40 30 response % 20 10 0 A c Findings: From the above record it is seen that half of the employees are of the opinion that performance appraisal should be done in the hospital only formally; where as half of the employees feel that it should be done both formally & informally. 52 13. Performance Appraisal should be linked with the income of the hospital : a. Yes b. No options A b total response 20 25 45 % 45 55 100 A 44% A b b 56% Findings: From the above record it is seen that considerable no. of the employees feels that performance appraisal should not be linked with the income of hospital. 53 14. Should doctors appraise non-medical staff : a. Yes b. No c. If necessary d. can t say options A b c total response 5 10 30 9 % 11 22 66 100 70 60 50 40 response 30 % 20 10 0 A b c Findings: From the above record it is seen that most of the employees feel that doctors should appraise non medical staff if necessary. 54 15. Because of turnover of medical staff (doctors) the performance is not stabilize : a. Yes b. No c. Can t say options A b c d total response 5 20 15 5 45 % 11 44 33 11 100 d A 11% 11% A b c c 33% d b 45% Findings: From the above record it is seen that around 50% of the employees feel that there is no effect of turnover of medical staff(doctors) on performance of hospitals; where as some feel that it has effect but to some extent. 55 TRAINING PROGRAMME FEEDBACK 1. Rate the knowledge & communication skills of the trainer : a. Poor b. Satisfactory c. Good d. Very Good e. Excellent options c d E total response 20 15 10 45 % 45 33 22 100 45 40 35 30 25 response 20 % 15 10 5 0 c d E Findings: From the above record it is seen that all the employees feel that knowledge & communication skills of the trainer i.e. Prof. Murty is very good. 56 2. Ability of trainer to make you understand : a. Poor b. Satisfactory c. Good d. Very Good e. Excellent options c d E total response 20 15 10 45 % 45 33 22 100 E 22% c c 45% d E d 33% Findings: From the above record it is seen that all of the employees feel that the ability of trainer to make them understand is very good. which implies that the trainer is really very good in terms of conceptual clarity & teaching. 57 3. Duration of training period : a. Short b. Adequate c. Long options A b total response 5 40 45 % 11 89 100 90 80 70 60 50 response 40 % 30 20 10 0 A b Findings: From the above record it is seen that most of the employees feel that duration of training period is adequate. 58 4. Rate the physical facilities of the place where training programme is conducted : a. Poor b. Satisfactory c. Good d. Very Good e. Excellent options b c d total response 5 20 20 45 % 10 45 45 100 b 11% d b 44% c d c 45% Findings: From the above record it is seen that all the employees feel that physical facilities of the place of training programme is very good. 59 5. Was the material given during training period was useful & effective : a. Yes b. No c. To some extent options A b c total response 30 5 10 45 % 66 11 22 100 70 60 50 40 response 30 % 20 10 0 A b c Findings: From the above record it is seen that most of the employees feel that material given during training period is useful & effective. 60 6. Refreshment facilities provided during training session were : a. Poor b. Satisfactory c. Good d. Very Good e. Excellent options c d total response 25 20 45 % 5 4 100 d 44% c c d 56% Findings: From the above record it is seen that most of the employees feel that refreshment facilities are very good. 61 7. Was the training programme really useful to you : a. Yes b. No c. To some extent options A c total response 35 10 45 % 78 22 100 80 70 60 50 40 response 30 % 20 10 0 A c Findings: From the above record it is seen that most of the employees feel that training programme was really useful to them. 62 8. How far you are able to practice the things in your work : a. To some extent b. To great extent c. Not at all options A b total response 20 25 45 % 45 55 100 A 44% A b b 56% Findings: From the above record it is seen that all of the employees are able to practice the things taught in training programme in work. So the training programme was beneficial for them. 63 OBSERVATIONS & FINDINGS What I observed during the project work is : 1. The management has understood the importance of systematic appraisal system & they are taking every effort to implement it properly. 2. The training programme arranged for performance appraisal is good. The trainer is also very effective to make the employees understand the concept. 3. Most of the employees are slowly understanding the importance of performance appraisal. 4. The games which were played in the training programme were helpful to understand that; how people understand & learn small things, which are useful for individual as well as organization effectiveness. 5. These games induced them to think about small things, which they can easily develop in themselves without spending anything. 6. And finally they understand how performance appraisal will help them & they were convinced that performance appraisal activity should be done in the hospitals. 7. The performance appraisal training programme is appreciated by the employees & they are really benefited by it. 64 CHAPTER 8.1 CONCLUSION It has been observed that the subject of Performance Appraisal in Lilavati Hospital & Research Centre is in a nascent stage. And there is lack of awareness among employees about the subject. But in this regard, the management has already taken efforts to educate the employees & even the employees are giving positive response to the management. & they are also in the favour of implementing this performance appraisal system in the hospital. 65 Chapter 8.2 SUGGESTIONS Suggestions About Performance Appraisal System: 1. Self Appraisal Before the boss doing the appraisal of his subordinate; there has to be self appraisal procedure. The employees should be given self appraisal forms to appraise themselves first. The sample self appraisal form designed by me is enclosed in annexure 1. 2. Doctor s Appraisal: There should be doctor s appraisal also. Importance Of Doctor s Appraisal: 1. Hospital administration can easily understand whether doctors are performing their duties as specified or not. 2. There might be less turnover of doctors. 3. If doctors are appraised regularly they can be made permanent. 4. Doctors will learn from each other & will try to improve not only their professional skills (treating patients) but also their relationship with other employees. 5. There will be healthy competition among doctors. 66 3. Supervisor s Appraisal: There should be supervisor s appraisal also. Importance of Supervisor s Appraisal: i. If the supervisors are also appraised then their subordinates will understand the importance of performance appraisal & they will take it seriously. ii. Even the supervisors will be aware of the fact that they are also going to get appraised. iii. There will be good co-ordination among the superiors & subordinates. Some Additional Suggestions Based On The Research Conducted Of HRD Department : i. Performance appraisal can be carried out half yearly also. ii. Superiors should thoroughly discuss performance appraisal with their subordinates. iii. Performance appraisal should not be used for punishment. iv. Performance appraisal should be done formally & there should be proper personal counselling by the superior with the subordinate after the appraisal. 67 Suggestions About Performance Appraisal Training Programme: i. Before attending the Performance appraisal training programme, the staff attending this programme should be firstly convinced that this programme is being arranged mainly for their upliftment & benefit so that they will attend the training with a positive attitude. ii. There should be LCD presentations and printed notes about the training programme. 68 CHAPTER 9.1 ANNEXURE 1 Employee's Self-Appraisal Form We will be meeting on ____________________ to discuss your performance over the past year and to discuss the goals and objectives you pursued for FY 200__. Your input is very important part of this meeting. You can prepare for the meeting, and help me to address your concerns, by reading over a few questions that follow and writing down your responses. As you reach each question, think about your performance; your progress; and your plans for the future. Please return the completed form to me by ______________________________________. (Attach additional pages if necessary). Name:____________________________ Title:______________________________ Date:_____________________________Department:_____________________ 69 1. Which aspects of your job do you like best? 2. Which aspects of your job would you like to modify? 3. How has your workload changed during this appraisal period? 4. What major projects were you involved in during this appraisal period? 5. What were your most successful accomplishment(s) during this appraisal period, and what/who helped you to achieve them? 70 6. What goals were not accomplished during this appraisal period, and what would have helped you to achieve them? 7. In what areas of your job have you had training this year, and what areas do you feel you need more experience and/or training? 8. To improve effectiveness in your job, what changes would be necessary? 9. What are your job-related goals for next year? 10. How can your supervisor help you in meeting these goals? 71 9.2 ANNEXURE 2 PERFORMANCE APPRAISAL FORM IN LILAVATI HOSPITAL. 9.3 ANNEXURE 3 QUESTIONNAIRE FOR RESEARCH 72 BIBLIOGRAPHY Books Human Resource Management - Gary Dessler Human Resource Management - Anjali Ghanekar Manual HRD Manual of Lilavati Hospital Websites www.google.com www.lilavatihospital.com www.licos.com 73 74 This document was created with Win2PDF available at http://www.daneprairie.com. The unregistered version of Win2PDF is for evaluation or non-commercial use only.
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