Consistency in performance feedback – Challenges and Techniques Essay


Performance direction is the procedure of making a work environment or scene in which people are enabled to execute to the best of their abilities. Performance direction is a whole work system that begins when a occupation is defined as needed. It ends when an employee leaves your organisation. Many times the advisers are utilizing the term “ public presentation direction ” as a permutation for the traditional assessment system. It is a broader work system context. A public presentation direction system includes the undermentioned actions:

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Develop clear occupation descriptions.

Choice appropriate people with an appropriate choice procedure.

Negotiate demands and accomplishment-based public presentation criterions, results and steps.

Provide effectual orientation, instruction and preparation.

Supply ongoing coaching and feedback.

Conduct quarterly public presentation development treatments.

Design effectual compensation and acknowledgment systems that reward people for their parts.

Provide promotional / calling development chances for staff.

Aim of the survey

Main aim of the undertaking is to understand the common false beliefs in public presentation rating and certification and happen techniques to weed out the barriers.

The end product of the undertaking is to place techniques that would be good to the organisation in taking the incompatibilities in public presentation direction. The undertaking is to use this technique on some topics and set up the effectivity in using the technique to take incompatibilities.

In Scope

Performance direction including employee assessment, take parting in moderateness / runing procedure, public presentation feedback certification etc will be in-scope for this undertaking. All the common false beliefs in public presentation direction will be studied and recognized within the sample group identified.

Techniques including preparation, policy / process alterations, skill appraisal of supervisors will be considered and analyzed to place the solution to take public presentation prejudice. The effectivity of the recommendations will besides be measured in the identified sample size, if possible.

Out of range

Appraisal feedback communicating, designation of betterment countries or strengths is non portion of this undertaking.

Organizational Context:

XYZ Services P Ltd is a transnational company runing across 60+ states supplying IT, ITES, Consulting and Outsourcing services for several esteemed clients. With more than 190,000 people functioning clients in more than 120 states, the company generated net grosss of US $ 21.58 billion for the financial twelvemonth ended Aug. 31, 2009.

XYZ has diverse work force with employees from assorted civilizations, continents and parts. The employee population is more than 100,000 strong. Bing an IT organisation, people are its biggest plus ; hence public presentation direction is a really of import and critical factor for XYZ ‘s success. Performance assessment is done in XYZ for multiple intents. The end of the public presentation direction system is non simply to rate the employee for compensatory intents but to concentrate on his development and to prepare him for a leading function in the hereafter. It besides enables acknowledging the employees ‘ abilities and charting out an appropriate calling way for him.

The assorted stakeholders in the public presentation rating procedure are:

HR Analyst




XYZ has a structured, yet tailored public presentation direction procedure absorbing all the best patterns from the HR universe. Performance direction procedure consists of 4 distinguishable stairss:

Measure 1 – Set Aims:

XYZ employs consequences methods for public presentation assessment and enforces Management by Objectives technique. MBO is a doctrine of direction foremost proposed by Peter Drucker in 1954 that has employees set up aims through audience with their higher-ups and so uses these aims as a footing for rating. MBO is a system affecting a rhythm that existences with puting the organisation ‘s common ends and aims and finally returns to that measure. The end puting procedure flows down from the organisation through sections ( section caputs ) to single employees.

A important characteristic of the rhythm is the constitution of specific ends by the employees, but those ends are based on a wide statement of employee duties prepared by the supervisor. Employee established ends are discussed with the supervisor and jointly reviewed and modified until both parties are satisfied with them. The end statements are accompanied by a item history of the action the employee proposes to take in order to make the ends.

Measure 2 – Reappraisal Consequences:

The consequences or outcome achieved against each aim is reviewed during the undermentioned intervals:

Project terminal feedback – Individual ‘s aims are set based on both undertaking success factors and person ‘s ends. Due to the IT nature of the organisation, the resource can often travel between undertakings or sections based on the nature of demand – supply at that point. The employee paperss the consequences achieved in the undertaking along with the supervisor, when he moves out of the undertaking.

Midyear feedback – To avoid recentness consequence or prejudice and to hold a checkpoint for the employee to understand where he stands against his aims, the midyear feedback treatment is conducted. This acts as an effectual checkpoint where the employee can measure on where he stands against the aims set at the beginning of the twelvemonth and what needs to be done to accomplish or stand out the set aims. Supervisors use this sphere as the treatment land to reflect on employee ‘s part boulder clay mid of the twelvemonth and sets farther outlooks for the remainder of the twelvemonth. The employee and supervisor are free to re-look at the aims and reset it, if required. This may be due to the changed demand or concern scheme of the unit, high or low aims set at the beginning of the twelvemonth, or to advance specific behaviour from the employee.

Year terminal feedback – This is a critical stage to document the feedback of the employees for the complete twelvemonth. Supervisor has a deep and thorough reappraisal of the consequences achieved by the employee during the complete twelvemonth.

During periodic reappraisals, as nonsubjective informations are made available, the advancement that the employee is doing toward the ends is so assessed. At the decision of a period of clip ( either terminal of undertaking or six months whichever is lesser ) , the employee makes a self assessment of what he or she has accomplished, substantiation the ego assessment with factual informations wherever possible. The interview is an scrutiny of the employees ‘ self-appraisal by the supervisor and the employee.

Other than MBO, XYZ besides partly uses some of the other assessment techniques:

Other than documenting consequences achieved, XYZ besides tries to understand the traits exhibited to accomplish these consequences. Though the methodological analysis employed is non rigorous Graphic Rating graduated table method, but a similar attack is followed. The favourable trait to be exhibited by the employee is listed to the supervisor and he needs to rate whether the listed trait was established below, equal to or above outlooks of the supervisor. This manner, XYZ emphasizes non merely on consequences, but besides on the traits exhibited or through which the consequences were achieved.

Essay method is besides employed to document the strengths and countries of development for the employee. Unlike evaluation graduated tables, which provide a construction signifier of assessment, the essay method requires the valuator to compose a statement that best describes the employee being appraised. The valuator is normally instructed to depict the employee ‘s strengths and failings and to do recommendations for his or her development. Essaies provide extra descriptive information on public presentation that is non obtained with a structured evaluation graduated table.

Measure 3 – Relative evaluation station moderateness ( runing procedure ) :
Relative Rating procedure is done on an one-year footing to make up one’s mind on the comparative public presentation of the employees and to advance meritocracy. During a series of evaluation meetings ( at the project/team and deployed-to entity degrees ) , single parts are discussed and compared with equal group to find a concluding, and comparative part evaluation for the twelvemonth.

XYZ promotes relative evaluation methodological analysis to back up doctrine of meritocracy – enabling designation of top and bottom performing artists to continuously better the aggregative public presentation of the organisation. This besides provides a mechanism to distinguish wagess based on public presentation. This procedure is called the laddering procedure to get at comparative evaluation of the employees.

Measure 4 – Create Development Plan and Objectives for the following twelvemonth:
As portion of one-year public presentation feedback procedure, a new development program is created for the employee based on the parts and action points agreed by the employee and the supervisor.

Common prejudice from supervisor during the public presentation assessment:
Halo Effect – The halo consequence is the inclination to rate person high or low in all classs because he or she is high or low in one or two countries. Consequences in assessments that do non assist develop employees, because they are two general or inaccurate as to particulars. Measuring person lower is sometimes besides called the “ devil consequence ” .

Standards of Evaluation – If you are utilizing classs such as just, good, first-class, etc be cognizant that the significances of these words will differ from individual to individual. In any event, the usage of these classs is non recommended because they do non supply sufficient information to assist employees develop.

Cardinal Tendency – The wont of measuring about everyone as norm. A individual using this prejudice will be given non to rate anyone really high or really low.

Recency Bias – Inclination to measure people based on most recent behaviour and disregarding behaviour that is “ older ” .

Lenience Bias – Inclination to rate higher than is warranted, normally accompanied by some rationalisation as to why this is appropriate.

Opportunity Bias – Ignoring the impression that chance ( factors beyond the control of the employee ) may either restrict or facilitate public presentation, and delegating recognition or incrimination to the employee when the true cause of the public presentation was chance.

False Attribution Errors – We have a inclination to impute success or failure to single attempt and ability ( at least in North America ) . So when person does good, we give them recognition, and when person does less good, we suggest it ‘s someway their mistake. While there is some truth in this, the world is that public presentation is a map of both the person and the system he or she works in. Often we misattribute success and failure and assume they are both under the complete control of the employee. If we do, we will ne’er better public presentation.

Rating definition in XYZ:
The employees are rated on part countries ( consequences oriented ) and public presentation factors ( behavior / trait oriented ) . The aims of the employee are set against part countries and the public presentation factors. Hence, the assessment procedure identifies how the employee fared in each of the part countries.

The concluding evaluation of the employee, which is comparative evaluation within the bringing or concern unit, is fit into 5 sets. Each employee is rated to belong to a public presentation set in concurrence with their public presentation for the twelvemonth.

Approach followed for the undertaking survey:
The aim of this undertaking is to place the common prejudice between supervisors and thereby place the unsimilarities and incompatibilities in the public presentation assessment procedure.

Designation of sample to be studied

Both supervisors and employees where sampled for this undertaking. To place the appropriate sample, the supervisors and employees who had rated or been rated exceptionally high or exceptionally low have been considered.

HR forces were besides consulted to place their position on the assessment procedure and its effects.

Interviewing sample topics

All the sample topics were interviewed to place their experience in the assessment procedure along with what went right or incorrect in the procedure. The topics were briefed that this was a pilot undertaking and the consequences will be anon. . This made certain that employees were able to portion what was running through their heads.

Analysis of interview consequences to place top 3 common prejudice of supervisors / concerns from employees / HR perceptual experience of issues in the procedure

Designation of technique to root out common prejudice of supervisors

Application of the technique on supervisors and understanding the feedback of the technique along with effects

Arrive at decision and recommendations for XYZ.

Sample topics designation
Sampling procedure outlines a six-step process that can be followed when pulling a sample of a population. In the first measure, the mark population is defined as that section of population about which illation has to be made.

In the 2nd measure, the sample choice procedure identifies the sampling frame. Sampling frame is the listing of the elements from which the existent sample is drawn. One of the chief undertakings in trying is to develop an appropriate sampling frame when the list of population elements is non readily available.

In the 3rd measure, in choosing a sample process depends on what the research worker can develop for a sampling frame.

In the 4th measure, the sample choice procedure requires the sample size to be determined.

In the 5th measure, the research worker is required to make the sampling, i.e. take the elements that will be included in the survey.

Finally, the research worker needs to roll up informations from the designated respondents.

Measure 1 – The mark population was decided to be the employees and supervisors in one peculiar battle within XYZ who had taken portion in the late concluded public presentation rhythm.

Measure 2 – Sampling frame was finalized to be

employees or supervisors who were or who rated employees at the top degree or underside most degree within the bringing or concern unit.

Supervisors who have high divergence in their absolute evaluation of employees

Few referees to understand the position from the leading and place the prejudice factor from supervisor.

HR forces who are the co-coordinators and who aid in successful completion of the public presentation rhythm.

Measure 3 – Sampling Procedure was decided to be non chance samples. Non-probabilistic samples are used for two grounds:

They involve personal judgement someplace in the choice procedure.

Given that the sample is non probabilistic, trying mistake can non be assessed, which in bend means we can non put bounds on the preciseness of estimations.

Judgment samples were used for this survey. Judgment samples are purposive samples, the sample elements are handpicked because it is expected that they can function the research intent.

Measure 4 – Since the technique used to roll up information is through interviews, a little but representative sample size was chosen. In the 5 set public presentation evaluations, representation of employee and supervisor from each set was chosen. Merely one HR was taking attention of the battle, and therefore his inputs were considered. Few referees were besides interviewed to take the leading position of the procedure.

Measure 5 – The employees and supervisors chosen were of different standards. Since the battle involved work both from offshore and onshore ( near to the client ) , employees and supervisors from both classs were chosen. To govern out any divergence in the process, both experient and fresh supervisors ( who are making the public presentation assessment responsibilities first clip ) were chosen.

Due to the sensitive nature of the subject, designation of sample topics was a important measure. Some topics who are known and present in the system for a ample continuance where coming away to supply inputs. However, some topics had their ain reserves to take portion in the interview procedure. They were counseled about the nature of the undertaking and the namelessness of this exercising. Care was taken so that this exercising does non impact the trust of the topic in the interview procedure.

Measure 6 – The existent interviewing procedure for the sample size was done.

Interviewing the sample topics:
Performance assessment being a really sensitive subject, the most hard stage of the undertaking was the interviewing measure. For each evaluation set, the corresponding supervisor and employee were interviewed. The employee and supervisor did non cognize that the other individual was being interviewed. Interview procedure was done in a privy environment that would supply namelessness and trust for the interviewee.

Interview inquiries include:

Employee Questions:
Are you satisfied with the evaluation provided to you?

Did the supervisor communicate clearly to you the justification behind the evaluation?

Are you convinced about the justification provided and the evaluation?

Do you hold any feedback or suggestions for the public presentation direction procedure in XYZ?

Make you cognize your countries of betterment that would authorise you to turn in your calling way?

Make you cognize what is expected out of you in the following public presentation twelvemonth?

Supervisor Questions:
Was the employee satisfied with the evaluation provided by you?

Were you able to clearly joint the justification behind the evaluation?

Were you able to have the concluding evaluation and stand for the same to the employee?

Do you hold any feedback or suggestions for the public presentation direction procedure in XYZ?

Does the employee have clearly laid out countries of betterment that would authorise his growing in the following public presentation twelvemonth?

Do you believe you were forced to take a determination due to any of the assessment prejudice?

Did you have adequate information to understand the public presentation of the employee?

How clearly were the aims documented? Were they quantifiable?

If yes, how clearly was the employee able to joint his public presentation against the aims?

Make you see any restraints in geting at the right public presentation determination for the employee? If yes, what are they?

Reviewer Questions:
Make you see any appraisal prejudice from the supervisor terminal?

During the moderateness / laddering session, was the supervisor able to stand for his employee with full inside informations and informations?

Was the public presentation feedback to the full documented and was it demoing the deepness of supervisor ‘s apprehension of the employee ‘s parts?

Make you see any restraints with the supervisor ‘s determination of the evaluation given to the employee?

Interview informations analysis and designation of job countries:
Following are the statements from employee, supervisor and referee during the interview procedure. Each individual had their ain position of the public presentation direction rhythm complete and how they went through with the procedure.

Employee position:
Aims or ends were non clearly set at the beginning of the public presentation rhythm.

Aims or ends were non quantified, and hence it was hard to turn out that the aims were met.

Supervisor did non pass adequate clip during the twelvemonth to pass on concerns and countries of betterment.

Supervisor did non supply adequate clip to better after pass oning the public presentation countries that are missing.

Supervisor does non hold clear thought of my twenty-four hours to twenty-four hours parts.

Supervisor is generalising my public presentation based on one or few cases.

Supervisor did non see my parts in the earlier part of the twelvemonth.

Supervisor did non supply adequate chance in this public presentation twelvemonth to turn out my potency.

I was making my occupation right ; nevertheless the result was impacted due to external factors which are beyond my control. Supervisor refuses to acknowledge that the root cause of the result failure is external factors and non my public presentation.

Good public presentation evaluations are awarded to people in a particular, high visibleness undertaking.

Aims are consequence oriented, but the feedback was on how the consequences were achieved.

Supervisor position:
Performance assessments are consequence oriented. A occupation non done can non be declared to be done with any justification provided.

Employee is non ready to take the feedback constructively.

Employee is biased with his thoughts and non able to understand the public presentation factors objectively.

I do n’t care how other supervisors rate their employees. I am really rigorous about the manner I perform assessment for my squad.

It is easy to delight the employee during appraisal feedback and fell behind the runing procedure subsequently.

Employee is go forthing my undertaking, Iet good benefits go to the resources go oning in my squad.

It is merely non plenty on what occupation was accomplished instead it is of import to see how the occupation was done.

I need to take attention of my squad in the runing irrespective of how important the other squad members ‘ parts are.

Reviewer position:
Employee and supervisor need to link more often on public presentation feedback than the current frequence.

Supervisor must understand each employee ‘s part and must hold the informations ready for each employee.

Supervisor should hold clear cases of employee parts for each public presentation factor.

Employees must be more mature to take the feedback constructively and use it in the following public presentation twelvemonth.

Supervisor must be able to joint the employee ‘s parts in such a convincing manner that the employee must be able to understand and accept his end point evaluation. For this, supervisors should be prepared good with informations and cases.

Supervisors must make a concise and effectual public presentation certification that would assist them in stand foring their squad during the laddering session.

Circumstantial informations non being considered in instance of failure in result.

On farther analysis of the drumhead statements from all three participant groups, following are the high degree job countries identified. Each circle represented in the Venn diagram represents the prejudice and other factors in the public presentation assessment procedure as perceived from each participant group.

Recency prejudice

Halo consequence

High Visibility Bias

The How Surprise


Consequences vs. Reasons

High Bar Mania

Blame it on runing attitude

Staying angels – go forthing devils

Readiness of Supervisor

Frequency and timely feedback

Opportunity prejudice

Defensive attitude of employees

Clarity of Aims

Clarity of Objectives – Clear and quantifiable objects are non set.

Recency bias – Supervisor remembers late happened events and introduces bias into the public presentation feedback.

Opportunity bias – Ignoring the impression that chance ( factors beyond the control of the employee ) may either restrict or facilitate public presentation, and delegating recognition or incrimination to the employee when the true cause of the public presentation was chance.

Halo consequence – Inclination to rate person high or low in all classs because he or she is high or low in one or two countries

High Visibility Bias – Resources with high visibleness or in high visibleness undertakings get better public presentation feedback.

The How Surprise – Supervisors puting up merely “ what to be achieved ” aims and losing out “ how to be achieved ” aims. The employee gets surprised when the supervisor negotiations about “ how-to ” during public presentation feedback.

Readiness of Supervisor – Supervisor is non to the full exposed to employee ‘s parts. This is particularly true in undertakings where employees work closely with client and with minimum supervising from beginning organisation.

Frequency and timely feedback – Supervisor is non supplying frequent and timely feedback to the employee.

Defensive attitude of employees – Employees do non take the feedback constructively for their betterment. Employees do non look at feedback objectively for their betterment but travel into a defensive manner.

Protectionism – Supervisors take up a protective manner during runing Sessionss to do certain that their squad gets the maximal benefit even if a individual from another squad is more deserving.

Consequences vs. Reasons – Supervisors are concerned more on consequences and non grounds on why the aim is non met. An nonsubjective non met can non be justified with any figure or grounds.

High Bar Mania – Some supervisors set so high bars and measure the resources in a rigorous sense that employees come under force per unit area, particularly when they compare with their equals.

Blame it on runing attitude – Some supervisors find it convenient to conceal behind the runing procedure, and non having the evaluation determination taken. The public presentation feedback session is done really amicably, nevertheless the supervisor provides a different image during concluding feedback communicating concealing behind the moderateness / laddering procedure.

Staying angels – go forthing devils – Some supervisors tend to tilt towards and supply higher evaluations for people remaining back in the squad, even if the individual go forthing or left the squad is more deserving.

Further informations scouring was done to place the manner value for the top few concerns raised by different stakeholders. Apart from this, any new type of prejudice which is antecedently non known is besides listed here. Recommendations for each type is covered along with the root cause:

High Visibility Bias
Root Cause:

Resources that have high visibleness due to their personal grounds or appeal or being portion of high visibleness undertakings are at a better advantage than their equals. Everyone in the organisation sees the positive narrative of the resource and hence ever feels that the resource should be executing above outlooks.


Reviewers play a really important function in this procedure. Reviewers must be able to place and oppugn the evaluation justification for such high visibleness resources. HR should besides play a critical function here by first placing such high visibleness resources and understanding their public presentation feedback through the certification provided. In some instances, leading squad takes determination to honor a peculiar set of undertaking squad due to the criticalness of their part during that twelvemonth.

The How Surprise
Root Cause:

MBO doctrine is to make smart and quantifiable aims during the initial end puting procedure. These aims are altered sporadically depending on undertaking motion or function alteration. During this procedure, both supervisor and employee dressed ore on specifying consequence oriented aims, and most frequently forget about the way and means to accomplish it. During the feedback session, the employee gets “ the How Surprise ” when the supervisor pulls up the employee for the procedure or agencies by which the aim was achieved is non in consistent with organisational patterns or outlooks.


Objective puting procedure should be modified to implement puting aims on the “ how-to ” terminal and non merely on “ what ” needs to be achieved.

Readiness of Supervisor
Root Cause:

In some instances, due to the nature of the battle with client, supervisors are non to the full cognizant of the critical parts their employees are doing to the client organisation. The client, on the other manus, is non willing to portion any public presentation feedback for the resource as that is one of the grounds he has a seller in his squad ( to avoid people direction ) . Hence, the state of affairs goes into a cringle with no proper representation for the resource in the organisation.


Leadership squad should bespeak and promote client members to give at least twelvemonth terminal written feedback that would assist his squad member. Leadership should do certain that the supervisors are prosecuting with the clients to have verbal feedback every month. This needs to be percolated to the employee for his betterment.

Root Cause:

This is chiefly due to the selfish attitude of the supervisors to see their squads successful and in bend they acquiring out of bad books of their squad members. Though the interior purpose is good from the squad position, from the organisation point of view, the best individual needs to be rewarded. Hence, it becomes of import for the supervisor to understand the importance of the public presentation direction rhythm in the organisational context promoting meritocracy.

There are instances where supervisors give higher evaluation to their squad members merely to make full in for the quota available, though the character might non be at that set.


Organizational value of meritocracy has to be reinforced within the supervisory set of resources. Moderators in the runing session such as referees and HR should take a proactive attack in placing the protectionism attitude exhibited by any supervisor.

High Bar Mania
Root Cause:

Few supervisors set high saloon for their squad members and award those who are able to traverse the high saloon. These supervisors are really wiry in presenting public presentation evaluation to their squad members. During the laddering session, when the employee is moderated with another employee coming from a lenient supervisor, it becomes enormously hard to compare and understand.


XYZ has started looking at the public presentation Numberss of a supervisor to look into if the supervisor is puting a high saloon or really indulgent. The single evaluations given to each part country is consolidated to convey out a individual figure that would be the public presentation mark of an person. When public presentation tonss are compared across two supervisors, it becomes really easy to place the lenience prejudice vs. high saloon passion supervisors.

Blame it on runing attitude
Root Cause:

Supervisors feel that it is easy to go through the vaulting horse on the runing procedure as it is easy for them to conceal behind the laddering procedure. The employee is non available in the laddering session and hence does non acquire to cognize on what really transpired. This gives the benefit of uncertainty to the supervisor who can easy conceal behind the determinations taken inside the room.


HR has started educating supervisors to have the evaluation determinations taken indoors or outside the moderateness tabular array. Ownership being a really critical trait of an employee, any effort by the supervisor to release the evaluation determination will be treated as a black grade in the supervisor ‘s public presentation assessment. Puting up aims for the supervisor to have up evaluation determinations can besides decide this job to some extent.

Staying angels – go forthing devils
Root Cause:

Supervisors are more aligned towards profiting the resources that are remaining back in the squad, even though the surpassing employee might be more deserving.


Moderators like HR and referees should take attention that surpassing employees are non at a disadvantage due to their ill-timed issue. Contributions for both the employees are compared burying that the employee is discontinuing the undertaking.


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