Performance Management

People CMM Level 2 Process Area

CSC in India’s Experience

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> Challenge
Motivational workforce practices do not work effectively in an organisation that
Employee Speak
lacks an objective performance measurement system.
In CSC India’s performance management system, gaps were observed in For an

effective discussion of employee’s Individual Development Plans (IDPs) and organization,

regular feedback on Key Result Areas (KRAs). Also, individuals felt a lack of the focus

clarity in their roles and the eligibility criteria for career growth. should not be

To address the employee concerns, CSC in India enhanced its performance just to have

management system, to provide the employees with greater opportunities to the best people; but also to

develop their career potential and align their performance with the organisation’s retain them and get the best

objectives. out of them.

> Methodology
To ensure that its workforce
Employee performance management includes planning work and setting
retained a high level of
expectations, developing the capacity to perform, continuously monitoring
competence and motivation,
performance, and evaluating it.
CSC India focused towards
Figure 1 shows the process, which guides the performance management
establishing a robust
activities in CSC in India:
performance management
system that facilitates
continuous improvement of the
knowledge, skills and
performance of its employees.

I am thankful to CSC India for

providing me the opportunity to
learn about quality, processes
and as a result of this, plan my
goals properly.

Gunjan Dhama
CSC Employee Noida
Figure 1-Performance Management Activities

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Planning (Setting Objectives)
Planning employees' performance involves establishing the standards or measures Performance
like KRAs, value system, ethics, and performance factors, which guide an employee’s
Management Goals
appraisal. For an employee, performance objectives (in form of KRAs & IDP) shall be
developed in line with the respective department’s/ project/groups objectives, as • Document individual,

shown in Figure 2: unit performance

objectives for committed
work
• Discuss performance
and identify actions to
improve
• Manage performance
problems
• Recognize and reward
outstanding performance
• Institutionalise
Performance
Management practices

Figure 2- Setting Individual KRAs

Doing (Competency Development)

Doing involves evaluating employee developmental needs that will help them strengthen their job-related skills and
competencies, and prioritising and developing a plan of action to achieve the set targets. CSC in India offers an online
IDP tool to facilitate the employees plan their personal developmental goals. Figure 3 shows how the IDP of an
employee is developed and finalised:

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 Figure 3- Creating IDPs

Checking (Continuous Monitoring)

Checking includes conducting ongoing reviews where employees’ performance is quantitatively measured against the
set standards to identify how well the employees are meeting the set goals. Thereafter, the quantitative data is used to
derive performance rating during the appraisal period. For low performance, an immediate plan of action is taken
rather than wait until the end of the appraisal period when summary rating levels are assigned.
CSC in India facilitates this process of regular feedback through an online feedback system, as shown in Figure 4:

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 Figure 4-Online Continuous Feedback System

Acting (Performance Evaluation)

Acting includes evaluating job performance against the standards in the employee’s performance plan and assigning a
rating to the employee based on work performed during the entire appraisal period. Figure 5 depicts the entire rating
process:

Figure 5-Rating Process

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> Innovations Introduced
CSC India’s performance management system is driven by Specific, Measurable, Achievable, Result-
oriented and Time bound (SMART) principles. This system helps employees develop greater self-
awareness, role clarity, and provides them with the opportunity to plan developmental needs using
organisational resources.

As a part of performance management activities, CSC in India performs the following activities:
• Captures and tracks employees’ IDPs through a database system to enhance visibility about their
development plans
• Ongoing performance feedback to employees on their progress toward reaching the set goals
• Defines shared KRAs to align employees’ work efforts in line with the organisation’s objectives
• Links the competency framework with performance management to enhance visibility and perform
an objective assessment of employees’ readiness for next role
• Sustainable awards and recognitions like Employee of the Year (EOY), Employee of the Quarter
(EOQ), and cash prize to high contributing individuals ensure motivation and contributes to the
strategic business direction
• A Plan for Requisite Performance (PRP) process is in place to address unsatisfactory work
performance issues and allow the organisation to look beyond employees as mere resources to tap
into the human element and facilitate their recovery into more productive individuals
• Global Performance Planning and Review tool to facilitate objective evaluation of CSC’s worldwide
employees on common organization-wide ethics and performance parameters

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> Impact
With implementation of well laid out performance management system as highlighted above, CSC in India realized
the following benefits:
• With continuous performance feedback to employees, • Common understanding between the managers and
formal employee dissension on performance evaluation the subordinates on the expectations and the
have reduced from 15-20 to less than 5 on an evaluation criteria through increased transparency in
employee base of 500-1000 (Over 70% reduction) the appraisal system
• With formalised PRP, 60% employees with • Greater employee satisfaction on uniform
unsatisfactory work performance have improved from a reward/recognition policy and development
non-compliant level to meeting expectations level opportunities
• Reduction in rehiring cost through enhanced retention • Consistently achieving Customer Satisfaction Index
by using PRP (CSI) of greater than 4 (on a scale of 5) for almost
80% of our long term projects as a result of linking
individual KRAs with organisational goals

> Contacts > References

For any further inquiry/information, please contact: http://www.sei.cmu.edu/cmm-p/version2/part2.pdf
Girish Kumar Khatri LN-Apps/PCMM/PCMM Repository (Internal to CSC
Project Manager - People CMM in India)
Corporate HR

Mailing Address
Computer Sciences Corporation (CSC)
©
India Pvt. Ltd.
C-29, Sector-58
Noida - 201 301 (U.P.), INDIA

Contact details
Telephone - +91-120-3913023, Extn.-1377
Fax - +91-120-3913095
Cell - +91-9811772521
E-mail - gkhatri@csc.com

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