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E2-E3/Management / Group Performance Mgmnt System Rev date: 01-04-2011

E2-E3: MANAGEMENT

CHAPTER-8
GROUP PERFORMANCE MANAGEMENT
SYSTEM
(Date of creation: 01-04-2011)

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Group Performance Management System

Overview: Organizations exist for some purpose and objectives to achieve. Objectives
can be achieved through various strategies. Strategies though are delineated at the top
management level, are implemented by the employees of the organization.Therefore
responsibility of implementation of corporate strategies is promulgated among various
functional units and departments of the Organizations . An appropriate system to
measure performance of such units / departments / individuals is must for measuring
and monitoring the outcome from these units for taking suitable corrective actions as well
as rewarding outstanding performers.

Therefore objective of performance management system (PMS) ,from the organization

perspective is to deploy organizational goals and to help calibrate performance at various
levels within the organization to deliver organizational results. From the the employees
perspective PMS is required to understand and lay down clear objectives for employee
performance, measure of performance and its linkages to rewards.Therefore PMS is not
mere a HR tool but it is a management tool for translating expectations of top
management in to tangible results.

BSNL is facing very tough competitive business environment ,in such scenario , It
requires huge mindset change from top executives to all employees .BSNL need to
undergo massive transformational change in its existing performance level. .Introduction
of a PMS system may help BSNL to move toward performance oriented work culture.
Considering the huge employee base and thus efforts involved in individual PMS ,BSNL
top management has consciously decided to introduce a Group Performance
Management System (GPMS) .

This chapter in brief describes the GPMS system adopted by BSNL.

Learning Objective
 Understand concept of Group Performance System
 Foundation of GPMS and BBSC
 Groupings in GPMS of BSNL
 Sample SSA GPMS

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

It is a system for
 Identifying Key performance indicators (KPI) for individuals and various
fuctional 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 an implementation approach
similar with that of Balanced Business Score card. BBSC concept was adopted by BSNL
in 2006. 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 Key
Performance Indicators (KPIs) to measure the group’s performance on financial,
customer / market and operational parameters.
In addition overall performance assessment KPI in would evaluate the groups on
parameters that are difficult to get captured quantitatively In overall performance
assessment would be done by the person whom the group reports to. E.g. the evaluation
for groups at the corporate office would be done by the CMD, 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.

Further, every scorecard has a parameter to measure customer satisfaction. Customer

satisfaction will be assessed through a customer survey administered by an external third-
party agency and will be based on parameters such as brand and advertising, product

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innovation, customer responsiveness of field sales and customer service staff, quality of
service etc. For circles which do not have any external customers, the internal customers /
stakeholders would be doing the evaluation.

Introduction of GPMS in place of BBSC was considered because existing BBSC set
up adopted by BSNL, has following shortfalls:

 Job Descriptions at an individual level were not clearly defined thus creation of
individual score card was not very objective and systematic.
 The long list of activities for each division, without clear cut delineation of
activities and responsibilities made it less conducive to effectively identify and
communicate KRA(key responsibility area) of a specific post.
 Though Balanced Scorecards have been defined at various levels, the large
number of KPIs within each Scorecard as well as absence of critical enablers such
as an appropriate organization structure, well defined processes for tracking
performance and IT systems 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 kept less to have focus measurement of Key performance
ares.
 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. Therefore
IPMS has been introduced with the 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 & above rank officers are covered.

Field Performance Management System (FPMS): With a view to motivate the field
staff a Field Performance Management System FPMS has been worked out for
units/individuals in the field involved in sales, quality of service and customer service

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roles. This scheme has to be implemented country wide after doing a pilot project in one
circle in each zone namely Karnataka, Maharashtra, Haryana and Bihar. For this scheme,
the following units have been identified:

a) Employees involved in sales in Consumer Mobility

b) Employees involved in sales in Consumer Fixed Access
c) Employees involved in sales in Enterprise
d) Employees involved in customer service in CSCs
e) Employees involved in operational roles at Exchanges (Indoor, outdoor and cable)
f) Employees involved in operational roles in Consumer Mobility at SSA level
Some of the proposed awards under this scheme are:

CSC:
Name Type Award Award for
Frequenc
of Level of for individuals Basis for decision
y
award SSA group in group
Swarna Within Large, Quarterly Certificat Certificate, Highest score on KPIs
CSC SSA Small, e award for CSCs
Med. worth Rs.
1000
Rajat Within Large, Quarterly Certificat Certificate, 2nd Highest score on
CSC SSA Med. e award KPIs for CSCs
worth Rs.
500
Kansya Within Large Quarterly Certificat Certificate, 3rd Highest score on
CSC SSA e award KPIs for CSCs
worth Rs.
300

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Exchanges:
Award Award for
Name of Type Frequenc Basis for
Level for individuals
award of SSA y decision
group in group
Swarna Withi Large, Quarterly Certificat Certificate, Highest score on
exchang n SSA Small, e award KPIs for
e Mediu worth Rs. exchanges
m 1000
Rajat Withi Large, Quarterly Certificat Certificate, 2nd Highest score
exchang n SSA Mediu e award on KPIs for
e m worth Rs. exchanges
500
Kansya Withi Large Quarterly Certificat Certificate, 3rd Highest score
exchang n SSA e award on KPIs for
e worth Rs. exchanges
300

Consumer Mobility Operations teams:

Award Award for
Name of Frequenc
Level for individuals Basis for decision
award y
group in group
Swarna Within Quarterly Certificat Certificate, Highest score on KPIs for
padak Circle e award CM teams
worth Rs.
1000
Rajat Within Quarterly Certificat Certificate, 2nd Highest score on KPIs
padak Circle e award for CM teams
worth Rs.
500
Kansya Within Quarterly Certificat Certificate, 3rd Highest score on KPIs
padak Circle e award for CM teams
worth Rs.
300

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The final decision on awards at the Circle level should be made by the PGM/GM
(Consumer Mobility) after taking into the account the KPI scores of all SSA-level
Consumer Mobility Operations teams in the Circle. The final decision on awards at SSA
level should be made by the SSA Head after taking into account the KPI scores of all
Exchanges in the SSA. Awards have to be given quarterly in a ceremony at Circle and
SSA level.

Frequently Asked Questions (FAQ) on GPMS

Question: What should be the sequence of creating GPMS scorecard?

Ans. The correct approach of creating the GPMS is in a sequence that flows from top.
The scorecards of Company and 18 parent units out of 19 distinct groups identified by
BSNL HQ have to be created by the restructuring cell of Corporate Office in close
coordination with GPMS nodal designates in 7 groups( CFA, CM, Enterprise, New
Business, Corporate Affairs ,Finance and HR). A Core PMS team is designated for this
purpose.
Territorial Circle Office nodal designates will further design GPMS cards for SSAs in
their circle.

Question:. Are there any other important things that are to be kept in mind while
preparing the GPMS Scorecard or finalizing the performance parameters of GPMS

Ans. While finalizing the GPMS scorecards it should be kept in mind that the
performance parameters chosen are –
 Linked with strategic objectives and vision of organization
 Measurable and are not subjective
 Actionable, result-oriented and controllable
 The number of KPIs should be kept at a minimum.
 Oriented towards driving desired behavior / performance
 Capable of being benchmarked
 Unambiguous and easy to understand
 Have the largest impact on achieving strategic objectives/ Company’s Scorecard
(At any instance the officer should be able to identify the direct or indirect link
between his performance parameters and one or more of the performance
parameter in company’s scorecard)
 It should be possible to set targets against them

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 While finalizing the performance indicators it should also be kept in mind how
the achievements will be reported. During the course one should ensure that such
processes and methods are put in place that helps in true and timely reporting of
achievements. Information Technology use in the company should aim in getting
the accurate reports on achievement of key performance parameters.

Question. Can we change the targets once fixed after the quarterly review.

Ans. The course correction is an integral part of GPMS implementation. On review the
targets can be changed but this should be more of exception than a practice. Professional
management capabilities demand precise understanding of business and it’s accurate
forecast.

Question: What is meant by fair ,good and excellent marking against the target.

Ans: Targets would be set against each parameter of the scorecard. Achieving the target
would result in a score of ‘100’ for that parameter. If the achievement is less than 100,
the score would be based on the performance level for which a score of 60 and 80 can be
obtained. For example, if the revenue target is 100 Cr. and performance levels are set as
follows

Target Performance Levels

Fair Good Excellent
100 Cr. 50Cr. 75 Cr. 100Cr.

The achievement level of excellent, good and fair will result in score of 100,80 and 60
respectively. Therefore achievement of 50 Cr revenue , in above cited example would
result in a score of 60. Similarly, 75 Cr. revenue would result in a score of 80. Any
revenue achieved between 50 and 75 Cr. would result in a score between 60 and 80 after
linear scaling. Similarly, any revenue achieved between 75 and 100 Cr. would result in a
score between 80 and 100 after linear scaling. Revenue less than 50 Cr. would result in a
0 score for that performance KPI.

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.

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Question : What is BBSC as a concept ?

Answer: BBSC a concept: Implementation of BBSC was the first step of BSNL to
introduce a balanced approach of measurement of performance of individuals and group.
The balanced scorecard is a management system (not only a measurement system) that
enables organizations to clarify their vision and strategy and translate them into action. It
provides feedback around both the internal business processes and external outcomes in
order to continuously improve strategic performance and results. The traditional system
of financial measures tell the story of past events, an adequate story for industrial age
companies for which investments in long-term capabilities and customer relationships
were not critical for success. These financial measures are inadequate, however, for
guiding and evaluating the journey that information age companies must make to create
future value through investment in customers, suppliers, employees, processes,
technology, and innovation.
The balanced scorecard suggests that we view the organization from four perspectives,
and to develop metrics, collect data and analyze it relative to each of these perspectives:

 The Learning and Growth Perspective

 The Business Process Perspective
 The Customer Perspective
 The Financial Perspective

1. The Learning and Growth Perspective

This perspective includes employee training and corporate cultural attitudes related to
both individual and corporate self-improvement. In a knowledge-worker organization,
people -- the only repository of knowledge -- are the main resource. In the current climate
of rapid technological change, it is becoming necessary for knowledge workers to be in a
continuous learning mode. Government agencies often find themselves unable to hire
new technical workers, and at the same time there is a decline in training of existing
employees. This is a leading indicator of 'brain drain' that must be reversed. Metrics can
be put into place to guide managers in focusing training funds where they can help the
most. In any case, learning and growth constitute the essential foundation for success of
any knowledge-worker organization.

2. The Business Process Perspective

This perspective refers to internal business processes. Metrics based on this perspective
allow the managers to know how well their business is running, and whether its products

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and services conform to customer requirements. These metrics have to be carefully
designed by those who know these processes most intimately; these are not something
that can be developed by outside consultants.

3. The Customer Perspective

These are leading indicators: if customers are not satisfied, they will eventually find other
suppliers that will meet their needs. Poor performance from this perspective is thus a
leading indicator of future decline, even though the current financial picture may look
good.
In developing metrics for satisfaction, customers should be analyzed in terms of kinds of
customers and the kinds of processes for which we are providing a product or service to
those customer groups.

4. The Financial Perspective

Since ultimate objective of any organization is to make profits, Timely and accurate
financial data is always a priority, and managers will do whatever necessary to provide it.
There is a need to include additional financial-related data, such as risk assessment and
cost-benefit data, in this category.
Linkage among four perspectives Greater Financial
Return
Financial
More
purchase/Use

Increased
Customer
Satisfaction Customer
Greater
Reliability

Improved Internal
Quality process
Better Process
Control

Innovation &
Training- Training
KSA

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Question: Is PMS powerful enough to make expected change in the organization?

Answer: A PMS introduced with an intention of imposing performance-oriented culture

with emphasis on new behaviors and Core competencies, customer focus and personal
accountability is powerful to bring change in organization. It can be long journey of
transformation but surely significant change may happen in organization, by adoption of
integrated people strategy aligned with business goals.

Groupings in GPMS of BSNL

Category of Group Type Number of group Number of groups
groups types
1. Consumer Fixed 1 1
Access
2. Consumer 1 1
Mobility
3. Enterprise 1 1
Corporate Office
4. New businesses 1 1
5. Corporate Affairs 1 1
6. HR (Incl. Legal 1 1
and Vigilance)
7. Finance 1 1
Territorial Circle Territorial Circle 1 26
1. Project Circle 1 5
2. Maintenance 1 4
Region
3. Inspections 1 1
(earlier T&D)
Non Territorial 4. QA 1 1
Circle 5. Telecom Stores 1 1
6. Telecom Factory 1 3
7. ITPC 1 1
8. NCES 1 1
9. Data N/W 1 1
10. Training Circle 1 3
SSA SSAs 1 330
Total 19 384

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Group Performance Management System

SSA Scorecard
level

Performan

Weightage %
ce Levels
Dimension
weightage

Weighted
Achieved
Achieved
Target

Target
Group
Group

Marks

Score
Good
Excel
KPI

Fai
Fin CFA revenue (Rs. Cr.) 40
Net adds - (by number of
C/M 5
subscribers) Basic (in 000's)
Net adds - (by number of
C/M subscribers) Broadband (in 10
000's)
CCR rate for Landline – 50%
Opn weightage each for local and 10
C 2
STD
F 5
Opn Fault rate (LL, BB) 5
A %
% of faults cleared by next
Opn 10
working day (LL, BB)
% of new services (LL, BB)
Opn provisioned within the norm (7 10
days for LL, 15 days for BB)
Overall performance (on scale
Opn of 1 to 5 - to be assessed by 10
Circle Head)
Fin CM revenue (Rs. Cr.) 40
CM Net adds (by number of
C/M 20
subs in 000's)
Opn BTS availability (%) 10
3
C Opn Call drop rate (%) 10
0
M Blocked call rate - TCH
% Opn 10
congestion (%)
Overall performance (on scale
Opn of 1 to 5 - to be assessed by 10
Circle Head)

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Fin Enterprise BU revenue (Rs. Cr.) 40

Number of new Enterprise Gold
C/M 20
+ Silver accounts penetrated
E
1 Opn MLLN circuit uptime (%) 15
&
5 Average provisioning time (no.
W Opn 15
% of days)
S
Overall performance (on scale
Opn of 1 to 5 - to be assessed by 10
Circle Head)
New Businesses revenue (Rs.
Fin 20
Cr.)
Budget adherence on opex (%
actual spend vs. budgeted) (on
Fin 20
items excluding those in
schedule P)
Overall assessment on Finance
related issues, including budget
O
2 adherence, financial planning,
th Fin 20
0 accounting, revenue assurance
er
% etc. (on scale of 1 to 5 - to be
s
assessed by Circle Head)
Customer satisfaction level
C/M 20
(including QoS) (Scale of 1 to 5)
Overall assessment on HR
Emp
related issues, including training,
l
recruiting, promotion, transfers 20
deve
etc. (on scale of 1 to 5 - to be
l
assessed by Circle Head)
O
1 Overall performance (on scale
vr
0 of 1 to 5 - to be assessed by 10
al
% Circle Head)
l

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Note: Marks for Fair rating = 60, Good = 80, Excellent = 100. Marks achieved for
rating below Fair = 0. Achievement between Fair and Good and between Good and
Excellent would be linearly scaled
Legend: Fin-Finance, C/M Customer/Marketing, Opn-Operations, CFA-Consumer Fixed Access, CM-
Consumer Mobility, E&WS-Enterprise & Wholesale, KPI-Key performance indicator

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E2-E3/Management / Group Performance Mgmnt System Rev date: 01-04-2011

Chapter 8. Group Performance Management System

Sample Self study Subjective type questions

1. Name the four perspectives from which we view the organization and develop
metrics, collect data and analyze it?
2. What is GPMS concept?
3. Name the three parameters from which the GPMS scorecards for all the groups have
been designed to consist of key performance indicators (KPI) to measure the group’s
performance?
4. Write any two shortfalls of BBSC?
5. Write any two features of GPMS for consideration suitable for implementation in
BSNL?
6. Write 7 group type names in the category of corporate office in GPMS?
7. Write the 3 names of performance levels in GPMS?
8. Write any two things that are to be kept in mind while preparing the GPMS scorecard
or finalizing the performance parameters of GPMS?
9. In case of GPMS, write any two parameters by which customer satisfaction will be
assessed through a customer survey administered by an external third-party agency?
10. In GPMS, what are the performance levels and their scores?

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