Comparing performance appraisal and feedback systems of banks

This undertaking aims to compare and contrast public presentation assessment and feedback procedure of banking and package sector. For this we have chosen two good known organisations in these Fieldss – ICICI bank and Accenture Services Pvt. Ltd.

Both, ICICI and Accenture, following growing scheme, have grown at a nice gait over last twosome of old ages. This administration has non seen much growing in footings of size of administration after its origin in 1993.Our research undertaking plans to cover chiefly the public presentation assessment methodological analysis adopted in these administrations and compare them critically and measure its effectivity.

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ICICI Bank ( formerlyA Industrial Credit and Investment Corporation of India ) isA India ‘s largestA private sectorA bankA by market capitalisationA and 2nd largest overall in footings of assets. Entire assets of Rs. 3,634.00 billion ( US $ 81 billion ) at March 31, 2010 and net income after revenue enhancement of Rs. 40.25 billion ( US $ 896 million ) for the twelvemonth ended March 31, 2010.The Bank besides has a web of 2528 subdivisions and about 6000 ATMs in India and presence in 19 states, every bit good as some 24 million clients. Its entire figure of employees is about 74,056. ICICI Bank offers a broad scope of banking merchandises and fiscal services to corporate and retail clients through a assortment of bringing channels and specialized subordinates and affiliates in the countries of investing banking, life and non-life insurance, venture capital and plus direction. ICICI Bank is besides the largest issuer of recognition cards in India.

Organizational construction

The organisation construction is divided into five chief groups – Retail Banking, Wholesale Banking, Project Finance & A ; Special Assets Management, International Business and Corporate Centre.

The Retail Banking Group comprises ICICI Bank ‘s retail assets concern including assorted retail recognition merchandises, retail liabilities and rural micro-banking.

The focal point of our research has been on retail banking group. This group is divided in four zones viz. E, West, north and south. The hierarchal construction of this group is as follows:

Performance assessment in ICICI Bank

ICICI BANK public presentation assessment environment

The bank is utilizing the Management by Objectives ( MBO ) method. In this method the subsidiary in audience with the supervisor chalks out short term aims followed by specific actions that he has to transport out. The ends are eventually set and are action oriented. The ends set are specific, mensurable, accomplishable, reexamine able and clip edge and most significantly they use to be aligned with the end of the organisation. At the terminal of a specified clip period, the activities are jointly reviewed by both the subsidiary and his supervisor. Depending on the public presentation of the subsidiary, the ends are modified or redesigned for the following period of clip. The MBO is therefore a public presentation oriented system.

A good thought out MBO system provides multiple benefits. It establishes a nexus between the public presentation of the person and the bank.It is easy to implement because those who carry out the program besides participates in puting it up. Each employee becomes cognizant of the undertaking he has to execute in the bank. This leads to better use of capacity and endowment. It promotes better communicating and information sharing. It provides guidelines for self-evaluation every bit good as rating by the superior against set undertakings and ends. It facilitates counsel and guidance.

Effective constituents of ICICI PA system

Performance Planning ( includes employee end puting / nonsubjective scene )

Ongoing Performance Communication

Data Gathering, Observation and Documentation

Performance Appraisal Meetings

Performance Diagnosis and Coaching

Performance Appraisal system in ICICI bank emphasizes single aims, Bank aims and besides common aims. From the point of view of single objective the Performance Appraisal negotiations about

a ) What task the person is expected to make?

B ) How good the person has done the undertaking?

degree Celsiuss ) How can his public presentation be further improved?

vitamin D ) His wages for making good.

From the bank position point a Performance Appraisal should bring forth manpower information, better efficiency and effectivity serve as a mechanism of control and supply a rational compensation construction. In short the assessment system establishes and upholds the rule of answerability in the absence of which bank failure is the lone possible result. Finally, speaking about common ends, the accent is on growing and development, harmoniousness, effectivity and profitableness of the bank.

ICICI has adopted a “ Performance Appraisal ” theoretical account in which best-to-worst ranking methods are used to place hapless performing artists. The identified hapless performing artists are so given a clip period during which they have to demo an betterment in their public presentation. In instances where the employee fails to better his public presentation he is asked to go forth the organisation gracefully and a rupture bundle is offered to him. If the employee refuses to go forth so his service is terminated and no compensation is offered. This system is called “ rank and Yankee scheme ” . Advocates of this system experience that it continually motivates employees to break their public presentation since cipher would wish to be included in the hapless public presentation set. But the impudent side of this scheme is that employees become excessively competitory and squad spirit is non nurtured.

Effective Bankss are non build simply on investing and returns but more on the quality of the work force, its committedness to the organisational ends and investings made to pull train and retain superior human capital. An incorporate Performance Management system is indispensable to acquire the best out of its people. Employee public presentation is linked to the bank ‘s public presentation. This helps in accomplishing the organisational end and creates a public presentation civilization in the bank. Invention, creativeness, diverseness of positions is fostered. Employees act as one bank one trade name.

360 degree feedback

The one-year “ Performance Appraisal ” is normally done in two stairss. First, the employees and their director finish the “ Performance Appraisal ” signifier – making a self-assessment. Often the bank besides uses a 360 degree feedback procedure, inquiring for input from equals. Second, the bank employees and director participate in a formal “ Performance Appraisal ” interview. The appraisal signifier, used in the first measure, consists of public presentation criterions and standards that are used to judge measure your public presentation. The points consisting your occupation description are normally the public presentation criterions that are used in employees one-year appraisal.The public presentation criterions are derived from a occupation analysis, which is a elaborate list of all of the accomplishments involved in executing a undertaking. For illustration, what are the accomplishments necessary to execute a complete blood count? The standards are used to find the degree of public presentation, which can be first-class, mean, or hapless ( or instead meets, exceeds or does non run into criterions ) . Once appraisal is complete, mark is averaged and merit rise.

Approachs and Techniques in “ Performance Appraisal ” Used By the Bank

“ Performance Appraisal ” is a multistage procedure affecting several activities, which can be administered utilizing a assortment of attacks. Some of these attacks are being used by the Bankss for “ Performance Appraisal ”

Intuitive Approach: In this attack, a supervisor or director Judgess the employee based on their perceptual experience of the employee ‘s behaviour.

Self-Appraisal Approach: Employees evaluate their ain public presentation utilizing a common format.

Group Approach: The employee is evaluated by a group of individuals.

Trait Approach: This is the conventional attack. The director or supervisor evaluates the employee on the footing of discernible dimensions of personality, such as unity, honestness, dependableness, promptness, etc.

Appraisal Based on Achieved Consequences: In this type of attack, assessment is based on concrete, mensurable, work accomplishments judged against fixed marks or ends set reciprocally by the topic and the assessor.

Behavioral Method: This method focuses on ascertained behaviour and discernible critical incidents

Current jobs

But it has been observed that in world although the 360 degree feedback model exists it is non really practised. Employees are required to rate their foremans, equals and subsidiaries through an online system. However these are non taken earnestly while giving the feedback. The bank in fact focuses more on the fiscal public presentation prosodies and accomplishment of marks. If an employee meets these marks the 360 degree feedback becomes eyewash.

The chief HR job faced is high abrasion rate ( 20 % ) . The employees how leave the occupation are by and large in their 30s are below the M2 degree. The grounds cited by these people are long on the job hours and heavy work load. Some besides leave because of rival ‘s enticements like short working hr and same wage.


Company Description

Accenture is a planetary direction consulting, engineering services and outsourcing company. Uniting alone experience, comprehensive capablenesss across all industries and concern maps, and extended research on the universe ‘s most successful companies, Accenture collaborates with clients to assist them go high-performance concerns and authoritiess. With about 211,000 people functioning clients in more than 120 states, the company generated net grosss of US $ 21.6 billion for the financial twelvemonth ended Aug. 31, 2010.

Accenture ‘s “ high public presentation concern ” scheme physiques on their expertness in confer withing, engineering and outsourcing to assist clients execute at the highest degrees so that they can make sustainable value for their clients and stockholders. Using their industry cognition, service-offering expertness and engineering capablenesss, they identify new concern and engineering tendencies and develop solutions to assist clients around the universe:

Enter new markets.

Increase grosss in bing markets.

Improve operational public presentation.

Deliver their merchandises and services more efficaciously and expeditiously.

Accenture has extended relationships with the universe ‘s prima companies and authoritiess and work with organisations of all sizes-including 94 of the Fortune Global 100 and more than three quarters of the Fortune Global 500.

Among the many strengths that distinguish Accenture in the market place are their:

Extensive industry expertness.

Broad and germinating service offerings.

Expertness in concern transmutation outsourcing.

History of engineering invention and execution, including their research and development capablenesss, on which they spend about $ 300 million yearly.

Committedness to the long-run development of their employees.

Proven and experienced direction squad.

Accenture – Core Valuess

Since its origin, Accenture has been governed by its nucleus values. They shape the civilization and specify the character of the company. They guide on how to act and do determinations. The nucleus values are

Stewardship: Carry throughing our duty of constructing a better, stronger and more lasting company for future coevalss, protecting the Accenture trade name, run intoing our committednesss to stakeholders, moving with an proprietor outlook, developing our people and assisting better communities and the planetary environment.

Best Peoples: Attracting, developing and retaining the best endowment for our concern, disputing our people, showing a “ can-do ” attitude and furthering a collaborative and reciprocally supportive environment.

Client Value Creation: Enabling clients to go high-performance concerns and making long-run relationships by being antiphonal and relevant and by systematically presenting value.

One Global Network: Leveraging the power of planetary penetration, relationships, coaction and larning to present exceeding service to clients wherever they do concern.

Respect for the Individual: Valuing diverseness and alone parts, furthering a trusting, unfastened and inclusive environment and handling each individual in a mode that reflects Accenture ‘s values.

Integrity: Being ethically unyielding and honest and animating trust by stating what we mean, fiting our behaviors to our words and taking duty for our actions.

Hour Policy at Accenture

Accenture has got a comprehensive Hour policy in each of the undermentioned sections

Absences, Leaves, Work Arrangements.

Benefits, Rewards, Compensation.

Career/Performance Management & A ; Training.

Personal Responsibilities & A ; Behaviour.

Enrolling & A ; Hiring.

Resignations, Terminations, Retirement.

Time/Expense Reporting & A ; Travel.

Work Assignments, Relocation, Transfers & A ; Immigration.

Accenture offers a working environment which is diverse, stimulating, supportive and professional. They give a batch of accent on striking a balance between the work and personal lives of employees by offering flexible work, flexible work agreements, working off from place locations and picture conferencing. They besides give a batch of accent on keeping a diverse work force and attracting, retaining and advancing adult females employees.

Performance Factors

Accenture uses assorted public presentation factors to mensurate whether an person has the accomplishments and behaviors required to efficaciously react to the typical demands of the occupation. These factors help in supplying each employee with targeted feedback. The assorted calling degrees in Accenture is as shown below

Career Levels in Accenture

Programmer / Junior Software Engineer

Senior Programmer / Software Engineer

Analyst Programmer / Senior Software Engineer

Systems Analyst / Team Lead

Senior Systems Analyst / Senior Team Lead

Manager / Program Manager

Senior Manager

Accenture uses the undermentioned parametric quantities as public presentation factors to mensurate the public presentation of each employee in the organisation.

Performance Factors

Organizes and Directs Quality Work Attempts

Drives for Value Added Results

Anticipates and Handles Critical Situations

Builds Technical Capabilities

Demonstrates Professionalism and Confidence

Maximizes Team ‘s Performance

Communicates and Influences Efficaciously

Although the basic model remains the same, each employee ‘s public presentation is analyzed and rated harmonizing to the degree in the organisation.

Performance Appraisal System

Annual Calendar at Accenture

CDP: Comprehensive development program ARD: Annual Resource-Development

The Accenture public presentation period starts from June to May of every twelvemonth. All employees of the organisation, no affair what appellation they hold, need to put the aims & A ; marks at the beginning of every public presentation period. Employees set the aims & A ; marks harmonizing to their function and undertaking utilizing an on-line tool called “ My Performance Tool ” . The aims are divided into 3 Leadership Contribution Areas.

Business Operator: This relates to the employee ‘s public presentation in project-related activities. It measures how much the employee has contributed in his undertaking and how critically he/she has performed that function.

Value Creator: This indicates how much value the employee has created for the organisation, in add-on to working in his project-capacity. This shows whether the employee has gone out of his function to play a important factor in his squad, how much proficient part he has done to the assorted proficient communities, etc.

Peoples Developer: This indicates how much the employee has contributed towards his ain all unit of ammunition development, every bit good as the subsidiaries working under him/her.

The aims are reviewed by the Supervisor and eventually fixed by both employee and his/her supervisor. The employee is rated on the footing of whether he meets these marks at terminal of the twelvemonth.

Every employee demand to make full in midyear ego input in the month of December wherein they have to stipulate how far they have been successful in carry throughing their aims and run intoing their marks. This is a sort of ego appraisal and it is done twice a twelvemonth. After the employee submits the ego input in the My Performance tool, a transcript of that is sent to his supervisor. He gives a midyear feedback to the employee on the footing of his public presentation in the first half of the twelvemonth. In the midyear feedback supervisor gives his reappraisal and besides state about the employee ‘s strengths and countries of development. The employee demand to work on the countries of betterment mentioned in the feedback.

Mid-year Reappraisal: The Mid-year reappraisal gives an of import opportunity to the employee and the supervisor to reexamine the advancement at the center of the twelvemonth, to guarantee that everything is on path and the alterations needed to guarantee effectual public presentation on the portion of the employee. It ensures that the employee & A ; the supervisor have the same thought about the employee ‘s public presentation and take any misinterpretations

The concluding ego input has to be filled by the employee in the month of March /April and the supervisor gives the one-year feedback after measuring the public presentation of the employee against his aims & A ; marks. The supervisor uses the 7 public presentation factors for measuring the public presentation of the employee. Each parametric quantity in the public presentation factor is given a 4 point Rating Scale:

Exceeded outlook

Met outlook

Partially met outlook

Did non run into outlook

If the employee is satisfied with the feedback so he can accept it by snaping on the accept button in the tool. If he is non satisfied with the feedback so he can bespeak for a one on one meeting with his supervisor to raise his concerns.

After the feedback for all employees are given, each employee would be given a comparative evaluation based on his/her public presentation in the public presentation period and whether marks have been met and aims fulfilled. The evaluations and publicities if any are communicated to the employee in the month of August. The assessment of each employee depends on the evaluation he gets. The assessment happens in the beginning of the Accenture fiscal twelvemonth i.e. September.

Based on feedbacks from last twelvemonth, each and every employee has to make a focussed program for public presentation sweetening, public presentation betterment and calling development. The employee has to confer with his/her calling counsellor and the supervisor ( optional ) , before make up one’s minding on the future career-development program.

Career-Counsellor: The Career-Counselor Framework is really alone to Accenture. Normally, a individual who is at least two career-levels above the employee and working in the same engineering or business-domain is appointed as the Career-counselor to the employee and remains so throughout the employee ‘s continuance at Accenture. The Career-Counselor Acts of the Apostless as the employee ‘s voice during meetings with the supervisor or during moderation meetings and attempts to guarantee that the employee is non discriminated against. He besides plays a critical function in steering the employee sing how to accomplish his/her calling ends and advises him based on experience. It is in the employee ‘s ain demand to keep a regular and close contact with the career-counselor in order to do full use of this system.

Hence in short we can state that the public presentation direction system at Accenture is a four measure procedure.

Set aims: Exceed down attack with senior direction make up one’s minding the organisational aims, so at assorted degrees below. Finally persons set aims harmonizing to function and undertaking. Aims are set harmonizing to SMART ( Small, Measurable, Attainable, Realistic and Timely ) rule. The Objectives are reviewed by Supervisor and eventually fixed by both employee and supervisor.

Assess Results: Structured feedbacks on the consequences achieved and how they were achieved. First self-assessment, so supervisor and senior appraisal. This is done twice a twelvemonth.

Compare and rate: Final relation evaluations based on results harmonizing to the aims.

Plan development: Based on feedbacks from last twelvemonth, each and every employee has to make a focussed program for public presentation sweetening, public presentation betterment and calling development. The employee has to confer with his/her calling counsellor and the supervisor ( optional ) , before make up one’s minding on the future career-development program.

Comparison of Accenture and ICICI public presentation assessment patterns



Half annual f/b

Quarterly f/b

Career counsellor construct – Employees were really supportive to career counsellor construct because they helps employee to salvage them any prejudices by their supervisors.

No such construct. The BM provides f/b based on fiscal marks met.

MBO – set aims and ends and work on them

MBO – set aims and ends and work on them

Aims depend on the function and undertaking in which the employee is working.

Aims are chiefly fiscal prosodies.

Direct relationship between publicity and assessment procedure. This shows the hardiness and acceptableness of public presentation direction system of Accenture amongst its cells.

Direct relationship between publicity and assessment procedure.

Appraisal is decided after treatment among supervisor, Project director, HR director and calling counsellor

The BM is the concluding decision making authorization on the evaluation and assessment.

Grievance redressal associating to the assessment consists of first run intoing the supervisor for discoursing his/her feedback. The employee can besides inquire for a meeting with the undertaking director and HR director if he/she is non satisfied with the result of the treatment wiht the supervisor.

If any disagreement in the feedback procedure is perceived by the employee he/she can hold a one on meeting with the BM. If still non satisfied with the feedback the employee can near the HR director.

Relative evaluation of public presentation assessments. A max cap on the publicities available. Hence squad leads are required to discourse among themselves and make up one’s mind on whom to be promoted that twelvemonth.

It is besides comparative evaluation but there is no max cap and publicity depends on the vacancy available on the following higher degree.


It is seen that the two organisations in malice of being in two different sectors viz. Banking and IT have similar public presentation assessment systems with elusive differences. These differences non merely are a consequence of the corporate and HR doctrine of these organisations but besides due to the public presentation measuring prosodies employed in these sectors in general.

It is seen that Accenture has a more robust assessment and feedback system wherein the employee can near multiple degrees above his/her supervisor in instance of dissatisfaction/ grudge sing the feedback from his/her immediate supervisor. While in ICICI the avenues for the employee to discourse his/her feedback is limited when compared to ICICI. This may be partially due to the fact that Accenture Services Pvt. Ltd. is a transnational company which employs international HRM patterns and methods. ICICI can germinate its assessment and feedback systems to do it more competitory taking to the decrease in its abrasions rates.


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