CHAPTER -1

1. INTRODUCTION

1.1 MEANING AND DEFINITION OF PERFORMANCE APPRAISAL

Performance appraisal is a formal system that evaluates the quality of an employees

performance. An appraisal should not be viewed as an end in itself, but rather as an important
process within a broader performance management system that links:
Organizational objectives
Day-to-day performance
Professional development
Rewards and incentives
In simple terms, appraisal may be understood as the assessment of an individuals
performance in a systematic way, the performance being measured against such factors as job
knowledge, quality, and quantity of output, initiative, leadership abilities, supervision,
dependability, co-operation, judgment, versatility, health, and the like. Assessment should not
be confined to past performance alone. Potentials of the employee for future performance
must also be assessed.

A formal definition of performance appraisal is:

It is the systematic evaluation of the individual with respect to his or her performance on the
job and his or her potential for development.
A more comprehensive definition is:
Performance appraisal is a formal, structured system of measuring and evaluating an
employees job related behaviors and outcomes to discover how and why the employee is
presently performing on the job and how the employee can perform more effectively in the
future so that the employee, organization, and society all benefit.
Performance appraisal is the process of obtaining, analyzing and recognition information
about the relative worth of an employee.

Performance appraisal is also known as performance management, performance evaluation

and performance review.

1.2 OBJECTIVE OF PERFORMANCE APPRAISAL

Salary Increase
Performance appraisal plays a role in making decision about salary increase. Normally
salary increase of an employee depends upon on how he is performing his job. There is
continuous evaluation of his performance either formally or informally. This may disclose
how well an employee is performing and how much he should be compensated by way of
salary increases.
Promotion
Performance appraisal plays significant role where promotion is based on merit and
seniority. Performance appraisal discloses how an employee is working in his present job
and what his strong and weak points are. In the light of these, it can be decided whether
he can be promoted to the next higher position.
Training and Development
Performance appraisal tries to identify the strengths and weakness of an employee on his
present job. This information can be used for devising training and development
programmes appropriate for overcoming weaknesses of employees.
Feedback
Performance appraisal provides feedback to employees about their performance. A person
works better when he knows how he is working. This works in two ways, firstly, the
person gets feedback about his performance. Secondly, when the person gets feedback
about his performance, he can relate his work to the organizational objectives.

Pressure on Employees
Performance appraisal puts a sort of pressure on employees for better performance. If the
employees are conscious that they are being appraised in respect of certain factors and
their future largely depends on such appraisal.
Communication
1. To provide feedback to employees so that they come to know where they stand
and can improve their job performance.
2. To clearly establish goals i.e. what is expected of the employee in terms of
performance and future work assignments.
3. To provide coaching, counseling, career planning and motivation to employees.
4. To develop positive superior subordinate relations and thereby reduce grievance.
Career development objectives
1. To assess the strong and weak points in the working of the employees and finding
remedies for weak points through training.
2. To determine career potential.
3. To plan career goals.
Others
1) Identifying systemic factors that are barriers to, or facilitators of, effective performance.
2) To confirm the services of probationary employees upon their completing the
Probationary period satisfactorily.
3) To improve communication. Performance appraisal provides a format for dialogue
between the superior and the subordinate, and improves understanding of personal goals
and concerns. This can also have the effect of increasing the trust between the rater and
the ratee.
4) To determine whether HR programmes such as selection, training, and transfer have been
effective or not.

1.2

NEED OF THE STUDY:

Standard Glass India Private Limited has recently launched many automotive glass

products in the market.

They market their automotive glass products through dealers as well as to the

manufacturing clients.
The study will show the level of consumer satisfaction about that product. Hence the
study is undertaken.

1.3 OBJECTIVE OF THE STUDY:

1. To find out the product quality and Service of SGI among customers
2. To analyse the customer expectations in standard glass India private limited
products
3. To find out the current competitors against standard glass India private limited
4. To analyse the level of customer service in standard glass India private limited
5. To offer a feasible solution based on the findings

1.4

SCOPE OF THE STUDY:

From this study the preference and problems of the customer can be analyzed. The study

helps to know the factors that influence the customers to buy the product. This study helps
to know the necessary change in product features and customer feeling about the Standard
Glass India products. This study will be useful for the company to make necessary
changes in price, Design and etc.
1. To know the market development strategy of Standard Glass India Private limited
products
2. To identify the factors influencing the consumer satisfaction.
3. To give suggestion for consumer satisfaction.

1.5 LIMITATIONS OF THE STUDY

This study limits to the geographical area of Dindigul Region.

As the respondents were busy with their work, it was difficult for the researcher to meet

the respondents and gain information.

The study was limited to a short period only.

The data depends totally on the respondents view, which may be biased.
In this study the sample size is 180
The findings of the study cannot be applied to all other fields since it lacks external
validity.

1.6 RESEARCH METHODOLOGY

Research has to proceed systematically in the already planned direction with the help
of a number of steps in sequence. To make the research systemized the researcher has to
adopt certain methods. The method adopted by the researcher for completing the project is
called Research Methodology. A Research design is the arrangement of conditions for
collection and analysis of data in a manner that aims to combine relevance to the research
purpose with economy in procedure. A Research is purely and simply the framework and plan
for the study that guides the collection and analysis of data. It is a blue print that is followed
in completing a study.
1.7 DATA COLLECTION METHOD
Data refers to information or facts. It not only refers to numerical figures but also
includes descriptive facts. The method of data collection includes two types of study, such as
primary data and secondary data.
1.7.1 PRIMARY DATA
QUESTIONNAIRES
In this method, preprinted list of questions arranged in a sequence which is used by
the researcher for collecting data. The questionnaire is filled by the respondents. The
questionnaire is considered as the heart of the survey.
1.7.2 SECONDARY DATA
It was used mainly to support the primary data. Secondary data was collected through
books, annual reports, significant, literature from the organization and previous reports, Sales
data, Financial data
Sampling technique

: Sampling is a procedure by which the respondents are selected.

Sample size

: Here a sample size of 180 respondents were chosen from

Standard Glass India private Limited, Dindigul District.

Population Size

: 180

Statistical tools

: Simple Percentage, Weighted Average Score.

1.8 CHAPTERIZATION
The study is organized in five main chapters:
1. The first chapter deals with Statement of the problem, Scope of the study, objectives
of the study, Limitations of the study, Research Methodology, Sample Design, Tools
used for analysis, Chapter Scheme
2. The second chapter contains the review of literature about the topic and the company
profile of Standard Glass India Private Limited.
3. The Third chapter contains the Research Methodology
4. The Fourth chapter deals with the analysis and interpretation.
5. The Fifth chapter presents the findings, suggestions and conclusion of the study.

CHAPTER 2
2. COMPANY PROFILE AND LITERATURE REVIEW

2.1 COMPANY PROFILE - LANDMARK GROUPS

Type

Privately held

Industry

Retail, Hospitality, Healthcare

Founded

1973

Headquarters

Dubai, United Arab Emirates

Area served

Worldwide

Key people

Micky Jagtiani, Chairman, Renuka Jagtiani - Vice Chairperson,

Vipin Sethi - CEO (Corporate) [1]

Products

Apparel, Footwear, Consumer electronics, Home

improvement, Furniture,Hotels, E-Commerce, Clinics,Malls

Revenue

US $4.5 Billion , March 2013[2]

Number of employees

55,000, December 2015

Slogan

Creating exceptional value for all lives we touch.

Landmark Group is a multinational conglomerate based in Dubai, UAE headed by

Micky Jagtiani, who is the Founder & Chairman of the company. The group is involved in
retailing of apparel, footwear, consumer electronics, cosmetics & beauty products, home
improvement and baby products. The group also has interests in hospitality & leisure,
healthcare and mall management. The group has several in-house brands and also works with
other brands, acting as a retailer.

Global Presence
Landmark Group is mainly focused on the MENA region. It also has a large presence
in India. Listed below are the list of countries where the group has a presence (either directly
or via franchisees): UAE (Global Headquarters- Dubai), India, Saudi Arabia, Kuwait,

Bahrain, Oman, Qatar, Egypt, Jordan, Lebanon, Pakistan, Libya, Turkey, Yemen, Tanzania,
Sudan, Nigeria, Kenya.
Business & Brands
Landmark Group's business can be broadly classified into Retail, Hospitality and
Healthcare. Retail is the group's core focus area and it deals mainly with apparel, furniture,
footwear, consumer electronics, cosmetics & beauty products, home improvement and baby
products. In India, the formats are different and includes grocery retail in a joint venture with
Auchan and hence the list below does not apply to India.
Business Category

Brand

Apparel

Babyshop, Splash, Max, Lifestyle, Iconic and Centrepoint (a single

store format housing Babyshop, Splash, Shoemart and
Lifestyle),kotton

Footwear

Shoemart, Shoexpress, Shoemart International Footwear

Furniture & Home

Improvement

Homecentre, Q Home Decor, Home Box

Hospitality

Citymax, Oasis Malls, Foodmark, Spaces, Fitness First, Fun City,

Funville

Healthcare

iCare Clinics, Balance Wellness Club

Others retail

E-max (Consumer Electronics), Sports One (Fitness Gear),

Candelite (Confectionery)

Shoe Mart
One of Landmark Group's stores is Shoe Mart, launched in 1990 with over 140 stores,
it's one of Landmark Group's biggest. It's currently run in the United Arab Emirates by
General Manager, John Hood.

2.2 LITERATURE REVIEW