SUMMER TRAINAING PROJECT REPORT ON PERFORMANCE APPRAISAL

SUMITTED TO: KURUKSHETRA UNIVERSITY KURUKSHETRA

In partial fulfillment for the degree of M.B.A Session 2010-2012

UNDER THE GUIDANCE OF:

SUBMITTED BY:

ACKNOWLEDGEMENT

I am grateful to my esteemed Principal Dr. P.K.Mehta, swami Devi Dyal Institute of Management Studies Barwala Panchkula (Haryana) for assigning me this project work.

A project report is never the sole product of the person whose name appeared on the cover. Putting ones idea and thoughts on a paper is solitary test best carried out behind closed doors. I have worked closely with and been greatly assisted by number of persons. The list of person who provides the relevant information will run into pages.

I express my sincere thanks to Miss Ruchita (HR Manager), for providing me such a golden opportunity for doing my Research project.

I also owe a sense of gratitude to Mr. Mohsin who guided me throughout my project and provided structured guidelines to work and progress.

Finally it is my foremost duty to thanks all my respondents, who help me complete my field work without which this project would not have been possible.

NEETU RAZDAN

PREFACE

Practical knowledge is an important part of theoretical studies. Any professional degree remains incomplete without practical exposure. The students are required to develop deep into the intricacies of the human resource related activities.

It covers all that which remains uncovered in the classroom. It offers all that which remains an invaluable treasure of experience. It offers an exposure to practical of management of business organization.

As we know well that practical knowledge plays an important role in future building of an individual. One can easily overcome the fear from that in which he has to join as a member after sometime.

The research and methodology includes the research procedure, research, research design, sample design, data collection and finally limitations of study. The methods used for conducting survey are by preparing a structured questionnaire and the taking the views of respective respondents.

The analysis of the research data is done with the help of tabulation and diagrammatic representation of data in respect to attitude of people towards respective facilities.

DECLARATION
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I, NEETU RAZDAN, student of M.B.A (Session 2010-2012) of Swami Devi Dyal Institute of Management hereby, declare that the Research Project entitled Performance Appraisal of Market Developers is an original work and the same has not been submitted to any other institute for the award of any other degree. It is the original work done by me and the information provided in the study is authentic to the best of my knowledge.

This study has not been submitted to any other institute or University for the award of any other degree.

Date: Place:

Signature of candidate

CONTENTS
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Chapter 1 Introduction A) Statement of Problem B) Introduction to the company: this section contain: I. II. Introduction to the Industry. Introduction to the Organisation/Products

Chapter 2 Review of Literature Chapter 3 Research Methodology Research design Data collection techniques Objective of study Scope of study Significance of study Limitations of study

Chapter 4 Analysis & Interpretation Chapter 5 Findings & Suggestions Finding of the study Suggestions & Recommendations Chapter 6 Conclusion
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EXECUTIVE SUMMARY

Appraisal is a continuous process and done annually as a formal exercise before completion of the financial year. Appraisal has tremendous motivational impact on people through meaningful feedback and is a powerful tool for recognition. This project explains performance appraisal system and tries to find out how efficiently performance appraisal is conducted. And if performance appraisal doesnt meet its objective then, what are the factors causing failure. A performance appraisal is a primary and important context for supervisors and the employees to work together to achieve the superiors performance. Performance evaluation or performance appraisal is the process of assessing the performance and progress of an employee or a group of employees on a given job and his potential for the future development. It consists of all formal procedures used in working organizations to evaluate personalities, contribution and potentials of employees. It is the process of obtaining, analyzing and recording information about the relative worth of an employee. Performance appraisal and merit rating are used synonymously. Performance appraisal is a wider term than merit rating. In merit rating, the focus is on judging the caliber of the employee so as to decide salary increment. It is designed primarily to cover rank and file performance. There is a basic human tendency to make judgments about all those one is working with, as well as about oneself. Appraising is unavoidable and universal. Performance appraisal system began as a means to justify income. It was used to decide whether or not the wages of an employee was proper. This process strongly associated appraisals to material outcomes. There would be a pay cut for unsatisfactory performance and a pay raise for superior performance. It is believed that a cut or raise in pay would, and should, provide enough motivation to improve or continue to perform well. Sometimes this system worked, but more often it fell short of expectations.
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DEFINITION :-

PERFORMANCE APPRAISAL is

a process by which a manager or consultant

examines and evaluates an employees work behavior by comparing it with preset standards documents the results of the comparison, and uses the results to provide feedback to the employee to show where improvements are needed and why. Performance appraisals are employed to determine who needs what training, and who will be promoted, demoted, retained, or fired.

PURPOSE OF PERFORMANCE APPRAISAL :Performance appraisal is being practiced in 90% of the organizations worldwide. Self and potential appraisal also form a part of the performance appraisal processes. Provide information to assist in the HR decisions like promotions, transfers etc.

Provide clarity of the expectations and responsibilities of the functions to be performed by the employees.

To judge the effectiveness of the other human resource functions of the organization such as recruitment, selection, training, and development.

Helps to strengthen the relationship and communication between superior- subordinates and management- employees.
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Objectives of Performance Appraisal :To review the performance of the employees over a given period of time.

To judge the gap between the actual and the desired performance.

To help the management in exercising organizational control.

Helps to strengthen the relationship and communication between superior subordinates and management.

To diagnose the strengths and weaknesses of the individuals so as to identify the training and development needs of the future.

To provide feedback to the employees regarding their past performance/

To judge the effectiveness of the other human resource function of the organization such as recruitment, selection, training and development.

To maintain records in order to determine compensation packages, wage structure, salaries raises, etc.

To provide a feedback to employees regarding their performance and related status.

Advantages of Performance Appraisal :-

1. Promotion: Performance Appraisal helps the supervisors to chalk out the promotion

programmes for efficient employees.

2. Compensation: Performance Appraisal helps in chalking out compensation packages for

employees.

3. Motivation: Performance appraisal serves as a motivation tool.

4. Employees Development : The systematic procedure of performance appraisal helps the

supervisors to frame training policies and programmes. It helps to analyse strengths and weaknesses of employees so that new jobs can be designed for efficient employees.

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TRADITIONAL METHODS OF PERFORMANCE APPRAISAL :-

1. ESSAY APPRAISAL METHOD

This traditional form of appraisal also known as the Free form Method involves a description of the performance of the employee by his superior. A major drawback of this method is the inseparability of the bias of the evaluator.

2. STRAIGHT RANKING METHOD

This is one of oldest and simplest techniques of the performance appraisal. In this method the appraiser ranks the employees from the best to the poorest on the basis of their performance. It is quite useful for a comparative evaluation.

3. PAIRED COMPARISON
A better technique of comparison than the straight ranking method, this method compares each employee with all others in the group, one at a time. After all the
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comparisons on the basis of the overall comparisons, the employee are given the final rankings.

4. CRITICAL INCIDENTS METHODS

In this method of performance appraisal, the evaluator rates the employee on the basis of critical events and how the employee behaved during those incidents. It includes both negative and positive points. The drawback of this method is that the supervisor has to note down the critical incidents and employee behavior as and when they occur.

5. CHICKLIST METHOD :-

The rater is given a checklist of the discriptions of the behavior of the employees on job. The checklist contains a list of statements on the basis of which the rater describes on the job performance of the employees.

6. GRAPHIC RATING SCALE :-

In this method, an employees quality and quantity of work is assessed in a graphic scale indicating different degrees of a particular trait. The factors taking into consideration include both the personal characteristics and characteristics related to the on the job performance of the employees. For example a trait like job knowledge may be judged on the range of average, above average, outstanding or unsatisfactory.

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7. FORCED DISTRIBUTION :-

To eliminate the element of bias from the raters ratings, the evaluator is asked to distribute the employees in some fixed categories of ratings like on a normal distribution curve. The rater chooses the appropriate fit for the categories on his own discretion.

PROCESS OF PERFORMANCE APPRAISAL

Establishing performance standards

Communicating standards and expectations

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Measuring the actual performance

Comparing with standards

Discussing results (Providing feedback)

Decision making taking corrective actions

ESTABLISHING PERFORMANCE STANDARDS

The first step in the process of performance appraisal is the setting up of the standards which will be used to as the base to compare the actual performance of the employees. This step requires setting the criteria to judge the performance of the employees as successful or unsuccessful and the degrees of their contribution to the organizational goals and objectives. The standards should be clear, easily understandable and in measurable terms.

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COMMUNICATING THE STANDARDS

Once set, it is the responsibility of the management to communicate the standards to all the employees of the organization. The employees should be informed and the standards should be clearly explained to them. This will help them to understand their roles and to know what exactly is expected from them. The standards should also be communicated to the appraisers or the evaluators and if required, the standards can also be modified at this stage itself according to the relevant feedback from the employees or the evaluators.

MEASURING THE ACTUAL PERFORMANCE

The most difficult part of the Performance Appraisal process is measuring the actual performance of the employees that is the work done by the employees during the specified period of time. It is a continuous process which involves monitoring the performance throughout the year. This stage requires the careful selection of the appropriate techniques of measurement, taking care that personal bias does not affect the outcome of the process and providing assistance rather than interfering in an employees work.

COMPARING THE ACTUAL WITH THE DESIRED PERFORMANCE

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The actual performance is compared with the desired or the standard performance. The comparison tells the deviations in the performance of the employees from the standards set. The result can show the actual performance being more than the desired performance or, the actual performance being less than the desired performance depicting negative deviation in the organizational performance. It includes recalling, evaluating and analysis of data related to the employees performance.

DISCUSSING RESULTS

The result of the appraisal is communicated and discussed with the employees on one-to-one basis. The focus of this discussion is on communication and listening. The results, the problems and the possible solutions are discussed with the aim of problem solving and reaching consensus. The feedback should be given with a positive attitude as this can have an effect on the employees future performance. The purpose of the meeting should be to solve the problems faced and motivate the employees to perform better.

DECISION MAKING

The last step of the process is to take decisions which can be taken either to improve the performance of the employees, take the required corrective actions, or the related HR decisions like rewards, promotions, demotions, transfers, etc
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How to Conduct a Performance Appraisal

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STATEMENT OF PROBLEM

The environment and the infrastructure of the company or an organization aims in making the company well established, well organized and surpassing. For the purpose the policies and programmes are designed and decorated to maximize the outputs. It is rightly said that if an organization has to develop the interpersonal relation among the members have to be improved for the better functioning of the organization, conflicts have to be resolved and an atmosphere of affection has to be created. The culture of an organization can be preserved by the actions of the members of, by their sustained efforts of helping others and living in a friendly and cooperative ways. Gaiety, Happiness, Cheerfulness, Friendly atmosphere, following of the principles of democracy, feeling loyal and sincere to the organization, thinking of the well being if the other members, keeping output into consideration, an atmosphere of love and affection etc are the attributes of organizational culture. It is the duty of administration especially the big bosses to see that the members of the organization without any consideration of their status or nature of work, are rewarded, praised, awarded or punished, fined for their commissions and omissions. It is here that performance appraisal comes to the fore front.

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PERFORMANCE APPRAISAL is a process by which a manager or consultant examines and evaluates an employees work behavior by comparing it with the preset standards documents the results of the comparison, and uses the results to provide feedback to the employee to show where improvements are needed and why. Performance appraisals are employed to determine who needs what training, and who will be promoted, demoted, retained, or fired.

The need and importance of performance appraisal is to help in meeting companys objectives by providing opportunities for employees at all organizational level to acquire the requisite knowledge, skills and attitudes.

All organizational performance and the resulting productivity are directly proportional to the quantity and quality of human resource, which are embraced by the training and development of the same. Now the organizations have realized that the human resources are the most valuable assets; there is an uncompromising need to learn and to discover the potential of applicants and work force.

A conceptual knowledge of the subject could help to discover the attitude of the people towards work, towards their bosses in its proper perspective for proper and effective utilization of human resources and also in the achievement of organizational goals.

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It has been rightly said that the process of human resource in an organization unlocks the doors to modernization. It is the need of the time to make the batter utilization of man power. It is very much required to take the stock of human resource, project demand for the quantum and types of skills needed for the development and take the action necessary to the raw human material into the technical and other skilled manpower which is necessary for increasing productivity and accelerating growth.

INTRODUCTION TO THE INDUSTRY THE HINDUSTAN COCA COLA BEVERAGES PRIVATE LIMITED

Coca-Cola is the most popular and biggest-selling soft drink in history, as well as the best-known product in the world. Created in 1886 in Atlanta, Georgia, by Dr. John S. Pemberton, Coca-Cola was first offered as a fountain beverage at Jacob's Pharmacy by mixing Coca-Cola syrup with carbonated water. Coca-Cola was patented in 1887, registered as a trademark in 1893 and by 1895 it was being sold in every state and territory in the United States. In 1899, The Coca-Cola Company began franchised bottling operations in the United States. Coca-Cola might owe its origins to the United States, but its popularity has made it truly universal. Today, you can find Coca-Cola in virtually every part of the world.

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The Coca-Cola Company began building its global network in the 1920s. the coca cola company and its network of bottlers comprise the most sophisticated and pervasive production and distribution system in the world. More than anything, that system is dedicated to people working long and hard to sell the products manufactured by the company. This unique worldwide system has made The Coca Cola Company the worlds premier soft drink enterprise. The Coca-Cola Company (TCCC) owns four of the top five soft-drink brands (Coca-Cola, Diet Coke, Fanta, and Sprite). Its other brands include Minute Maid, Powerade, and Dasani water. In North America it sells Groupe Danone's Evian; it also sells brands from Dr Pepper Snapple Group (Crush, Dr Pepper, and Schweppes) outside Australia, Europe, and North America. The firm makes or licenses more than 3,000 drinks in some 200 nations. In late 2010 TCCC bought out its leading bottler, Coca-Cola Enterprises (CCE), and renamed it Coca-Cola Refreshments USA. The Coca-Cola Company is the world's biggest drinks company, controlling more than half the global market in carbonated soft drinks as well as a substantial chunk of the non-carbonated segment. It owns four of the world's five best-selling soft drinks. Its principal brand is of course CocaCola itself, the world's best-known and most valuable brand. But the company also sells almost 500 other beverage brands ranging from variants like Thums Up, Diet Coke and sister products such as Fanta and Sprite to a vast range of carbonated and non-carbonated juice-based drinks, bottled waters, iced teas and coffees. Increasingly Coca-Cola has found that its sheer size works against it. Competition authorities now watch the company's every move, while market saturation and economic downturns in both emerging and mature markets caused sales growth to stall for more than a decade. Since 2006, though, the company's performance has begun to sparkle once again. Advertising Age estimated global measured advertising expenditure of $2.44bn in 2009.

Soft drink in India :In May, 1886, Coca Cola was invented by Doctor John Pemberton a pharmacist from Atlanta, Georgia. John Pemberton concocted the Coca Cola formula in a three legged brass kettle in his backyard. The name was a suggestion given by John Pemberton's bookkeeper Frank Robinson.

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The first brand of soft drink Gold spot established 53 years ago. Before all empowering Coca-Cola entered the country to dominate the soft drink market, the history of soft drink in India is quite drinking old. Down the ages, people consume soft drink to give them a refreshing feeling. Gold spot is considered as the first brand of soft drink in India, it was introduced in 1965. Coca- cola at the same time entered the Indian mark t .and dominated the whole market. It faced no though competition from the domestic market. Due to certain circumstances the Coca cola Company discontinued its operations in India. In 1993 Coca Cola was launched in Agra (India) again with a slogan of "OLD WAVE HAVE COME AGAIN" Joining the hand with Parle export Pvt. Ltd., The Company was trying its best to regain prestige which it had before. At present only Coca Cola and Pepsi Food are giving tough competition to each other.

BEVERAGES NONALCOHOLIC
NONCARBONATED

ALCOHOLIC

CABONATED

COLA

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NON-COLA

COLA

Since the early 1990s Coca-Cola Corporation and PepsiCo have been combating on what is known as the Beverage Battlefield in India. Today India is one of the most sought after countries for foreign investments because of their continually growing market opportunities. However during Coca-Cola and Pepsis attempts to broaden their global consumer bases both companies encountered several obstructions on their pursuits of conquering the Indian soft drink market.

MISSION AND VISION OF THE COMPANY :The world is changing all around us. To continue to thrive as a business over the next ten years and beyond, we must look ahead, understand the trends and forces that will shape our business in the future and move swiftly to prepare for what's to come. We must get ready for tomorrow today. That's what our 2020 Vision is all about. It creates a long-term destination for our business and provides us with a "Roadmap" for winning together with our bottling partners.

Our Mission
Our Roadmap starts with our mission, which is enduring. It declares our purpose as a company and serves as the standard against which we weigh our actions and decisions.

To refresh the world in body, mind and spirit. To inspire moments of optimism and happiness through our brands and our actions. To create value and make a difference everywhere we engage.

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Our Vision
Our vision serves as the framework for our Roadmap and guides every aspect of our business by describing what we need to accomplish in order to continue achieving sustainable, quality growth.
People: Be a great place to work where people are inspired to be the best they can be.

Portfolio: Bring to the world a portfolio of quality beverage brands that anticipate and

satisfy people's desires and needs.

Partners: Nurture a winning network of customers and suppliers, together we create

mutual, enduring value.

Planet: Be a responsible citizen that makes a difference by helping build and support

sustainable communities.

Profit: Maximize long-term return to shareowners while being mindful of our overall

responsibilities.

Productivity: Be a highly effective, lean and fast-moving organization.

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COMPANYS LOGO :-

The first Coca-Cola logo was created by John Pemberton's partner and bookkeeper, Frank Mason Robinson, in 1885. Thinking that the two Cs would look well in advertising, it was Robinson who came up with the name and chose the logos distinctive cursive script.

The red and white colored scheme in the Coca-Cola logo was kept simple and distinctive to lure young minds. Even the Coca-Cola bottle symbolized the youthful exuberance of America. Since then, various designs of the Coca-Cola bottle had been released over the decades. But the ever popular version is the famous 1915s curved-vessel bottle called the contour bottle, better known to many as the hobble skirt bottle.

MANUFACTURING PROCESS

START WITH PURE WATER

Soft drinks begin with purified water (much clearer than the tap water you drink at home). The soft drink manufacturer filters tap water through fine, clean sand and gravel to get rid of any undissolved impurities that may pass through the finished drink and ensures that water does not contain any unwanted particles.

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 ADD THE FLAVOUR

Once the water is purified, flavourings are added. These are prepared from natural and nature identical sources and are added to a mixture of sugar and purifiedwater to make a syrup. This forms the soft drink base.

NEXT STEP, ADD THE BUBBL

The purified water and syrup base are then blended together to form a still drink and then mixed with carbon dioxide gas (CO2) in a machine called a carbonator.

FILLING THE BOTTLES

After the drink has been carbonated, it is transferred under pressure to the filling machine. Here, the bottles or cans are filled and are then passed by conveyor belt to the sealing machine.

THE FINAL STAGE

The sealed bottles and cans are still cold at this stage, and if packed at this temperature, moisture which forms on the container because of condensation would cause the cartons to become wet and less manageable. To prevent this, the bottles and cans are passed through a hot water spray to bring them up to room temperature.

LABELS & PACKAGING

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Most soft drink bottles have labels applied by a labeling machine. There are still some bottles, mostly returnable, which have the label information printed directly on to the glass. Cans also have the label printed on them, before they arrive at the soft drink manufacturing plant.

SOFT DRINKS PRODUCED BY HCCBPL

a) THUMS UP Introduced in 1977 and is the leading carbonated soft drink in India.

Thums Up is a best-selling brand of cola in India,[2] where its bold, red thumbs up logo is common.

TAG LINE: Taste The Thunder COMPETITOR: Pepsi

b) COCA COLA The product has given the world its best known taste was born in

1886. In India, coca cola was the leading soft drink till 1977. Coca cola is a carbonated soft drink sold in stores, restaurants, and vending machines in more than 200 countries. this product is liked by teenagers and youngsters.
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TAG LINE: Open Happiness COMPETITOR: Pepsi

c) FANTA The orange drink of the coca cola company is seen as one of the favorite

drinks since 1940s. Fanta entered the Indian market in the year 1993.

TAG LINE: Go Bite COMPETITOR : Mirinda d) LIMCA Derived from nimbu+ jaisa.. hence lime sa. Born in 1971 has remain unchallenged as the No.1 Sparkling Drink in the cloudy lemon segment.
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Limca is a lemon and lime flavoured carbonated soft drink made primarily in India and certain parts of the U.S

TAG LINE: Fresh ho jao COMPETITOR : Nimbooz

e) SPRITE Worldwide sprite is ranked as the No. 4 soft drink and is sold in more than

190 countries. In India, sprite is launched in the year 1999. Sprite is a transparent, lemon-lime flavored, caffeine free soft drink, produced by the Coca-Cola Company.

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COMPETITOR: 7UP & Mountain Dew TAGLINE: Seedhi baat no bakwaas ,clear hai
f) MAAZA Maaza was launched in 1976. Maaza currently dominates the fruit

category. Mazza is the global brand of mango flavoured carbonated drink. Mazza is popular among childrens

COMPETITOR: slice TAG LINE: Bina guthli wala aam

g) MINUTE MAID PULPY ORANGE The brand launched in its internationally

successful minute maid pulpy orange a naturally refreshing juice drink which offers an unmatched taste experience to consumers due to the presence of real orange pulp.

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TAG LINE: here is the pulp

h) KINLEY Kinley water understands the importance and value of this life giving

force. Kinely water thus promises water that is as pure as it is meant to be. Kinely water comes with the assurance of safety from the coca cola company.

COMPETITOR:Aquafina and Bisleri TAG LINE: Bhood Bhood Main Vishwas

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ORGANISATIONAL STRUCTURE OF HCCBPL :-

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MARKET DEVELOPERS : Market Developer is a hosted customer relationship management (online CRM), marketing automation and sales force solution that helps you track and manage your customer management sales processes.

Market Development Process :

Establish market development aims and targets. Identify target market(s), sectors and niches. Assess your existing sales organisation and develop it as necessary. Source/utilise a suitable prospect database - ensure data is clean and up to date, and strategic decision-makers are identified. Develop and agree your strategic proposition(s) - with reference to USP's, UPB's, competitors, positioning, product mix, margins, etc. Design your communication(s) and method(s) to generate enquiries. Design your response and sales processes and establish or provide required capabilities. Design and provide your required monitoring, measurement and reporting systems. Implement your sales development activity and reinforce it through coaching, training, meetings, executive endorsement, etc. Follow-up the activity: coach as required, review, monitor, seek customer and prospect feedback (successful and unsuccessful) and report on performance. Make changes and improvements and continue your activity at the appropriate stage.

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This process is effective for developing all types of business, and delivers business growth via: new products or services to existing customers, existing products or services to new customers, or new products or services to new customers.

WAY OF WORKING OF MARKET DEVELOPERS:

The market developers of the company work according to the Permanent Journey Plan (PJP). In the PJP they are provided with the beats, means that they are given the areas at which they have to work and accordingly they have to take the orders from the outlets of that beat. The market developers also work with: the RED and the Pre-sell

Right Execution Daily(RED): RED stands for Right Execution Daily. It is a survey method for the company to know their position in the market. Hindustan Coca Cola Beverages Pvt. Ltd. India division under Eurasia Operating Group has been working on RED i.e. Right Execution Daily since FEB 2006. Coca Cola Company believes that its success depends on their ability to connect with consumers by providing them with
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a wide variety of choices to meet their desires, needs and lifestyles choices, Company success further depends on the ability of their people by execute effectively, every day. RED held every end of the month to check the availability of the products, purify the visi cooler & chest cooler, marketing elements. In RED company emphasizes on the setting up a cooler either into outlet or outdoor. There are different channels (Grocery, E & D, and convenience) and VPO (Diamond, Gold, Silver, Bronze). Accordingly it arrange brands, make the availability. It adds the points of Market Developer (MD) and Market Developer Executive (MDE). Survey has done in the four topicsPurity Brand Order Availability Activation PURITY: Coca cola visi cooler should contain only the brands of The Coca Cola Company. BRAND ORDER: Coca-Cola products should be in a brand order and we can say that drinks shoud be arranged in the cooler in the specified manner. Same order is followed in returngable glass bottle, CAN and PET. AVAILABLITY: Availability is done according the type of outlet. There are four type of outletGROCERY, E&D TYPE1, E&D TYPE2, CONVENIENCE. According to this market developer has to ensure the availability of the products in the particular outlet. ACTIVATION: Activation is important because it helps to boost the sales of the company. It is done through the GSB Flex Boards, Shelf display, Price Communication, Combo boards, Table top or shelf top display .GSB Flex boards and displays are oftenly used in E&D and convenience outlets. They help in attracting the customers. Rack with header is provided to the grocery stores. Activation total for E&D1, convenience, Grocery and Travel is 15 where as in E&D2 and cinema it is 25. And at last there is NPD and announced 5 points for it.

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Pre-Sell: Pre-sell means taking orders from the outlets. For this there should be mutual understanding between the market developer and outlet owner. The market developers tell the outlet owners about the product of the company and take the orders from the outlets.

Some of the points are mentioned below that should be followed by the market developers and by the company so that they can achieve the company goals:

There should be the scientific PJP according to which the market developers should work.

The market developers should give more time on more important outlets. The outlet which are more important, that is the outlet through which the sale of their products is more should be give more time than other outlets.

The market developers should be more punctual in gate meeting and there should also be punctuality in the reviews.

There should be the regular incentive plans for the market developers that should be supported by their STLs.

The market developers should maintain good relationship with the outlet owner by taking the orders from them on time.

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 The market developers should check that the Coca-Cola products in the outlets should be in a brand order and we can say that drinks should be arranged in the cooler in the specified manner.

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REVIEW OF LITERATURE

A key impetus for the development and recognition of the importance of performance management has been the more competitive environment with which organization now operate. With market globalization and increased competition increasingly from third world countries organizations became under increasing pressure to increase productivity and reduce costs. During the 1980s a more holistic view was adopted considering all the influences on performance with a shift from simply performance measurement of outcomes to a more sophisticated performance management approach (Bach, 1998), developing a more strategic HRM approach to resource management (Marchington & Wilkinson, 2005) linking the aims of the organization to the performance of the individual (Mwita, 2003)

Performance management is the structured method of review which aims to link together individual goals, departmental purpose and organizational objectives ( Marchington & Wilkinson 2007). In this there is a clear strategic link between employee behavior and the performance of the organization. A useful definition of performance management was provided by Verweire and Van Den Berger (2004, p7) as a .comprehensive management process framing the continuous improvement journey by ensuring that everyone understands where the organization is and where it needs to go to meet stakeholder needs. Ultimately, the goal of performance management is to achieve human capital advantage recognizing that the individual is the most important source of the capital advantage of the organization (Armstrong & Baron, 2007). This was also described by Boxall (1996) as a human resource process of ensuring that the results of recruitment strategy were to ensure that the organization employed people with competitively valuable knowledge and skills.

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In this Boxall reaffirms the link between the performance of the organization with the performance of the individual. The overall aim of performance management is to establish a high performance culture. In this employees would visualize as part of their function the requirement to continually assist in improving the performance of the organization. They will also perceive that they can influence important aspects of overall performance (Robson, 2004). This was described by Horton and Farnham (1999) as a process of maximizing the value added through the performance management such that the initial costs are exceeded by the subsequent benefits. To achieve this, individuals and teams take responsibility for the continuous improvement of the business developing their own skills and effectiveness (Armstrong, 2006). By harnessing and developing the potential of the individual the organization will be best placed to achieve the strategic goals.

In addition to this, the underlying principles of performance management have been described as one of the collaboration in which the system deployed should be one which encourages development and one which allows team members to move on to strategic development within the organization (Egan, 1995). The principles of performance management have been summarized as follows (Information Data Service 1997) :

1) Translates corporate goals into individual team, department, and divisional goals.

2) It helps to clarify corporate goals

3) It is a continuous and evolutionary process in which performance appraisal improves over time.

4) It relies on consensus and cooperation.

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5) It creates a shared understanding of what is required to improve performance and how this will be achieved.

6) It encourages self management of individual performance.

7) It requires a management style which is open and honest and encourages two way communications between superiors and subordinates.

8) It requires continuous feedback.

9) It measures and assesses all performance against jointly agreed goals.

10) It should apply to all staff.

11) It is not primarily concerned with linking performance to financial reward. These again point towards the development of the individual to become high performers who will help achieve the strategic aims of the organization. Employees are therefore the most important economic factor in achieving corporate aims of the organization (Armstrong, 2006). But the development of employees or performance management in general is not a one off occurrence. The important message is that effective performance management is a continuous cycle and not a single event. The diagram below, which is based on the model first proposed by Deming (1986), demonstrates one example of a performance management cycle. Most performance management cycles are similar in that they link together strategy and planning with employee monitoring as well as reinforcing performance standards (Marchington & Wilkinson 2007). The Deming cycle

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links the various elements of the performance management process into a continuous process. The different elements can be analysed as follows : 1) Plan is agreeing the objectives and competence requirements for the organization. This will also identify the behavioral requirements, objectives and performance plans Agreements for meeting, personal development enhanced knowledge and skills will also form part of the plan.

2) Act is the actual carrying out of the work to achieve the objectives.

3) Monitor is the process of continually checking on progress toward the desired objectives and responding to new demand.

4) Review is holding regular meeting to stock take and assess progress and take action where required for competing the cycle by moving into the planning stage.

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Performance management is considered as a process and not a single event. As Demings model shows, it operates as a continuous cycle. The corporate strategic goals provide the starting point followed by agreement on performance and development leading to the drawing up of plans between individuals and managers with continuous monitoring and feedback supported by formal reviews (CIPD, 2008). Once an organization has determined upon a performance management framework it is then the function of managers to put the principles into effect. The determination of successive governments has been to improve the efficiency of the public sector, mirroring private sector expectations and reduce costs. Therefore the performance management cycle is equally important for organizations such public sector as those in the private sector. For the bases of this study the most important element is the review and appraisal of performance which, as Armstrong (2004) has stated, is the fundamental element of performance management aspirations and strategic goals and service performance delivery from the individual.

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However,

in order to define performance we need to determine exactly what will

constitute performance and how will this be measured? If managers are to engage with staff and provide feedback on performance then both parties need to be aware of what constitutes good performance or bad performance within their organization. It is difficult for Local Authorities to think of performance in terms of simply outputs given the complex nature of these multi dimensional service delivery organizations (McLaughlin & Coffey, 1990). However, for performance model to operate clear goals and objectives must be established in order to be measured.

Performance appraisal system aim to evaluate the job performance of employees, so that appropriate corrective action and management decisions can be taken. As performance appraisal is part of organizational control, the components of control system are indispensable in the appraisal system. In general, a basic control system consists of control standards, measurement, and corrective actions (Newman, Warren, & McGill, 1987). Among these three phases, control standards are based primarily on organizational mission or departmental goals, which reflects the role a performance appraisal plays in the organization. Measurement is concerned with the actual appraisal process, including the appraiser, appraisal criteria, appraisal methods, and appraisal timing. Corrective actions comprise the feedback processes after the performance appraisal is completed. If there is an evident gap between actual performance and performance standards, appropriate corrective actions should be taken to change the behaviours of the employees concerned.

Performance appraisal system have always played a very important role in human resource management. The performance appraisal is critical mechanisms for organizational control, through which the employees can view, see their past performances and take concrete
43

action for improvement. On the other hand, the performance appraisal also provides substantial information for human resource management to make fair and correct decisions regarding promotions, transfers, compensations, incentives and training programs as well as career management. Specific enterprises typically demand different performance appraisal system tailored to the needs of its functions and processes.

Cleveland, Murphy, and Williams (1989) argued that there is a relationship between organizational characteristics and the uses of a performance appraisal system. Stonich (1984) also argued that performance measurement in an organization should be in tune with its structure and culture. Since the nature of the enterprises in which each industry is engaged varies, its organizational type, business policy, internal and external environment are also usually different. The purpose of this study is to conduct a direct comparative analysis of performance appraisal systems in the service and manufacturing industries.

Conclusion of Literature Review :-

The literature review has drawn together an overview of performance management with a concentration on the performance appraisal elements of the process. This has been identified by the CIPD (2004) is the cornerstone in many organizations of the performance management cycle. This bears resonance with the process deployed by Liverpool Direct who has placed the most influence on performance as being the performance appraisal. The criteria mentioned by Armstrong (2006) as the elements required for a successful performance appraisal process are those which would fit the Liverpool Direct model.

However, the difficulties with the process are ones which the research seeks to identify. Certainly, the ambivalence of managers identified by Barlow
44

(1989) is one which was of primary concern and an identification of bias and distortions mentioned by Bach and Grint (op.cit.) above is also a consideration for this study.

The 360 degree feedback process has only had a limited trail within Liverpool Direct with unpublished and therefore unknown results. But the criticism of this process as being too complex, expensive and reliant on too many reportees are those expressed at the time of the deployment of this process. The literature has enabled the research to be focused on those elements which are closely aligned with the research question. Identification of the difficulties identified with performance appraisal form an important part of both the quantitative and qualitative research undertaken as part of this study.

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46

RESEARCH DESIGN

Research Design refers to frame work or plan for a study that guides the collection and analysis of data. According to David J. Luck and Ronald S. Rubin, "A research design is the determination and statement of the general research approach or strategy adopted/or the particular project. It is the heart of planning. If the design adheres to the research objective, it will ensure that the client's needs will be served." A typical research design of a company basically tries to resolve the following issues:
a. Determining Data Collection Design 47

b. Determine Data Methods

c. Determining Data Sources

d. Determining Primary Data Collection Methods

e. Developing Questionnaires

f. Determining sampling plans

1) Explorative Research Design :

Explorative studies are undertaken with a view to know more about the problem. These studies help in a proper definition of the problem, and development of specific hypothesis is to be tested later by more conclusive research designs. Its basic purpose is to identify factors underlying a problem and to determine which one of them need to be further researched by using rigorous conclusive research design.

2) Conclusive Research Design :

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Conclusive Research Studies are more formal in nature and are conducted with a view to eliciting more precise information for purpose of making decisions.

These studies can be either :

a) Descriptive

b) Experimental

Thus, it was mix of both the tools of Research Design that is, Explorative as well as Conclusive.

SAMPLING PLAN :

Sample Size = 30 Market Developers.

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DATA COLLECTION TECHNIQUES

There are two types of data collection techniques :-

PRIMARY DATA: The primary data was collected through the execution of the questionnaire. The information was collected from the market developers with random sampling.

SECONDARY DATA:

a) Internet sites :- www.google.com

www.coca-cola.com

www.wikipedia.com

b) Monthly RED score of the market developers.

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OBJECTIVES OF STUDY

The main aim of this study is to gain knowledge about operations and functions in a wellestablished organization and also gaining knowledge about the performance of the market developers of the organization.

To study performance appraisal system.

Identifying systematic factors that are barriers to, or facilitators of, effective performance.

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 rate.

To determine whether HR programs such as selection, training, and transfer have been effective or not.

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 To evaluate the effectiveness and satisfaction level of the employees towards performance appraisal system in HCCBPL.

To examine the role of performance appraisal in enhancing the motivational level of employees

SCOPE OF STUDY

The study helps to know about the usefulness of the firm, its objectives, its policies, programs and perception. It enables us to know about the importance of cordial and congenial atmosphere inside and a better environmental atmosphere outside an industry or organization.

The study makes one aware of the needs, requirements, and desires of the market developers in an organization. It gives detailed information about the developmental efforts of the industry. The study provides an opportunity to know the facts and also to collect suggestions for the development.

The study helped me to realize the importance of performance appraisal which enables the market developers in improving their performance and also help them to realize goals in a planned way. The study helped me to know the working strategies of the market developers and also helped me to know the strategies of human resource development and understand the approaches to a successful planning.

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Above all this training made me courageous enough and also capable to get myself adjusted in a reputed organization.

SIGNIFICANCE OF THE STUDY

Performance Appraisal is the very important requirement in an organization/industry. It is through the training, the promotion benefits, the hike in salaries, the annual incentives and increments or through the demotions, suspensions, dismissals and fines etc. that the organizations development is measured, planned and designed which ultimately add to its name and fame.

It is also essential and the very basic requirement for the students aspiring to get jobs in the management section of an organization/industry to have a full knowledge of Performance Appraisal element in an organization. He/she should have knowledge about the changing world trends with regard to ways, means, methodology and the measuring skills so as to contribute to the development of the organization/industry.

So far as my summer training is concerned, I feel no exaggeration in saying that it proved very much beneficial for me. It made my theoretical as well as practical knowledge which in long run will help me to get a choicest job in any reputed organization/industry where the application of this experience would add to my prestige and success.

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LIMITATIONS OF THE STUDY

A few limitations and constraints came in way of conducting the present study under which the work was completed :

Although all attempts were made to make this an objective study, bias on the part of respondents might have resulted in some subjectivity.

This study has not been intended on a very large scale, have the possibility of errors, which cannot be ruled out.

To cover such a vast subject in a very short span of time was very difficult & it might have left so many things untouched which is regrettable.

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 The training was carried out on in the peak season so it was little difficult for the market

developers to support in the training.

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DATA ANALYSIS OF MARKET DEVELOPERS RESPONSE

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1. In your opinion whether the performance appraisal should be conducted or not?

S. NO

DISCRIPTION

NO. OF RESPONDENTS

PERCENTAGE

1 2

Yes No

28 2

93% 7%

INTERPRETATION : As per my findings 93% of mds are in favor of performance appraisal because they want to improve their work performance and 7% of mds are not in favor of performance appraisal.

2. How important do you think is performance appraisal to your performance?

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S.NO 1 2 3

DISCRIPTION Less important Important Very important

NO.OF RESPONDENTS 2 12 16

PERCENTAGE 7% 40% 53%

INTERPRETATION : As per my findings, 7% of mds think that performance

appraisal is less important. 40% of mds think that it is important.

And 53% of mds think that performance appraisal is very important.

3. According to you, how often should the performance review take place?

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S.NO 1 2 3 4 5 TOTAL

DISCRIPTION Once in a week Once a month Every 3 months Every 6 months Once a year

NO. OF RESPONDENTS PERCENTAGE 20 66% 5 17% 3 10% 2 7% 0 0% 30 100%

INTERPRETATION : 66% of respondents think that performance review should take place once in a

week. 17% of mds response is that performance review should take place once in a month. 10% of mds think that it should take place every 3 months. 2% of respondents think that performance review should take place in every 6 months. 4. In your opinion, does the performance appraisal system give a proper assessment of your contribution to the organization?
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S.NO 1 2 TOTAL

DISCRIPTION NO. OF RESPONDENTS PERCENTAGE Yes 28 93% No 2 7% 30 100%

INTERPRETATION : According to my finding, 93% of respondents are in the opinion that performance appraisal system give proper assessment of their contribution to the organization. And 7% of respondents think that it doesnt give any assessment of their contribution to the organization.

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5. Who should do the appraisal?

S.NO 1 2 3 4 5 TOTAL

DISCRIPTION Superior Peer Subordinate Self Appraisal Consultant

NO. OF RESPODENTS 20 1 0 6 3 30

PERCENTAGE 67% 3% 0% 20% 10% 100%

INTERPRETATION : 67% of respondents think that superiors should do the appraisal. 3% of respondents think that peer should do the appraisal. 20% of respondents are in opinion of self appraisal.

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 And 10% of respondents are in favour of consultant. 6. Does appraisal help in polishing skills and performance area?

S.NO 1 2 3 TOTAL

DISCRIPTION Yes Somewhat No

NO. OF RESPONDENTS 20 10 0 30

PERCENTAGE 67% 33% 0% 100%

INTERPRETATION : 67% of respondents say that performance appraisal help in polishing skills and performance area.

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 33% of respondents think that performance appraisal doesnt help fully in polishing skills but to some extend it helps in improving the performance of the employees 7. According to your opinion which is the appropriate method of conducting the performance appraisal?

S.NO 1 2 3 4 TOTAL

DISCRIPTION Ranking method Paired comparison Critical incidents 360 Degree

NO. OF RESPONDENTS 6 3 1 20 30

PERCENTAGE 20% 10% 3% 67% 100%

INTERPRETATION : 33% of respondents are in the opinion that ranking method is the appropriate method of conducting the performance appraisal. 24% of respondents think that the appropriate method of conducting the performance appraisal is paired comparison.
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 10% of respondents are in favour of critical incident. And 33% of respondents think that the appropriate method of conducting the performance is 360 degree. 8. Does performance appraisal leads to identification of hidden potential?

S.NO 1 2 TOTAL

DISCRIPTION Yes No

NO. OF RESPONDENTS PERCENTAGE 25 83% 5 17% 30 100%

INTERPRETATION : 83% of respondents say that performance appraisal leads to identification of hidden potential. 17% of respondents say that performance appraisal doesnt leads to identification of hidden potential.
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9. Are you aware of technique of Performance Appraisal followed at Coca-Cola company among employees?

S.NO 1 2 TOTAL

DISCRIPTION NO. OF RESPONDENTS Yes 25 No 5 30

PERCENTAGE 83% 17% 100%

INTERPRETATION :-

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 83% of respondents say that they are aware of the technique of performance appraisal followed in their company among employees. 17% of respondents say that they are not aware of the technique of performance appraisal followed in their company among employees.

10. What is your opinion as to the present appraisal system being followed?

S.NO 1 2 3 4 TOTAL

DISCRIPTION NO. OF RESPONDENTS Fully satisfied 9 Satisfied 18 Cant Say 3 Dissatisfied 0 30

PERCENTAGE 30% 60% 10% 0% 100%

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INTERPRETATION : 30% of mds are fully satisfied with the present appraisal system being followed in their company. 60% of respondents are satisfied with the present appraisal system. And 10% of mds are neither satisfied nor dissatisfied with the present appraisal system. They cant say anything on the present appraisal system.

11. The performance appraisal helps to win cooperation and team work.

S.NO 1 2 3 4 5 TOTAL

DISCRIPTION Strongly Agree Agree Neither agree nor disagree Disagree Strongly Disagree

NO. OF RESPONDENTS 8 15 5 2 0 30

PERCENTAGE 26% 50% 17% 7% 0% 100%

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INTERPRETATION : 26% of respondents strongly agree that performance appraisal helps in winning cooperation and team work. 50% of respondents agree with this statement. 17% of respondents neither agree nor disagree with the statement that performance appraisal helps in winning cooperation and team work. 7% of respondents disagree with the given statement.

12. The performance appraisal is helpful in reducing grievance among the employees. S.NO 1 2 3 4 5 TOTAL DISCRIPTION Strongly Agree Agree Neither agree nor disagree Disagree Strongly Disagree NO. OF RESPONDENTS PERCENTAGE 9 30% 13 43% 6 20% 2 0 30 7% 0% 100%

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INTERPRETATION : 30% of respondents strongly agree that performance appraisal is helpful in reducing grievance among employees. 43% of respondents agree that it is helpful in reducing grievance. 20% of respondents neither agree nor disagree with the statement.
7% of respondents disagree with the statement that performance appraisal is helpful

in reducing grievance. 13. The performance appraisal system helps to identify the strength and weaknesses of the employees.

S NO. 1 2 TOTAL

DISCRIPTION NO. OF RESPONDENTS Agree 23 Disagree 7 30

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PERCENTAGE 77% 23% 100%

INTERPRETATION: 77% of respondents agree that performance appraisal helps to identify the strength and weaknesses of the employees. 23% of respondents disagree with this statement that performance appraisal helps to identify strength and weaknesses of employees. 14. The performance appraisal system helps to identify the strength and weaknesses of the employees.

S NO. 1 2 TOTAL

DISCRIPTION NO. OF RESPONDENTS PERCENTAGE Yes 10 33% No 20 67% 30 100%

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INTERPRETATION : 33% of respondents say that they are regularly appraised. And 67% of respondents are in favour that they are not regularly appraised.

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72

FINDINGS OF THE STUDY

Performance appraisal at coca-cola company plays an important role in improving the performance of the market developers.

Performance appraisal helps the market developers in giving their proper contribution to the company.

Coca-cola has conducted performance appraisal by various methods and the most appreciated method by the market developers is 360 Degree.

It has been found that the performance appraisal at coca-cola company helps in identifying the hidden potential of the market developers.

The market developers of the company are satisfied by the performance appraisal system followed by the company.

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 The performance appraisal system helps in identifying the strengths and weaknesses of the employees of the company.

The performance appraisal helps to win cooperation and team work between the employees.

In the organization, most of the employees are satisfied because of the effective performance system followed.

SUGGESTIONS AND RECOMMENDATIONS

1. COCA-COLA should leave no stone unturned to gain the confidence of the employees by creating an atmosphere of trust and belongingness.

2. The very concept of performance appraisal should be made universal in the organization.

3. The performance review of the employees should take place quarterly. Quarterly reviews

are a far more accurate reflection of the employee's overall performance.

4. Its important to reaffirm the employees strengths at the beginning of the review. Since job security is the number one concern of most employees, the performance review is a good

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time to tell an employee how much the organization value their contributions to the business.

5. An effective performance review requires an interactive discussion with an open agenda. The questions should be formulated that seek the employees ideas and input. This will help the employee feel that the organization value his or her opinions.

6. A neutral panel of people should do the appraisal and to avoid subjectivity to the marked extent, objective methods should be employed.

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CONCLUSION

Performance Appraisal system is necessary in an organization for improving the quality of work of the employees at all levels particularly in a world of fast changing technology, changing values and environment. A company should assess the performance of the employees and should make necessary arrangements and changes accordingly.

So far as Coca Cola is considered, I feel personally no hesitation in saying that the plant has a considerably effective recruitment, training and development program. With honest approaches the performance appraisal is conducted and the best is not only given to the employees but the best is also driven out of their abilities, capabilities and potentialities.

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There is complete coordination, cooperation and trust between the management and subordinates. The performance appraisal is conducted from time to time which has made the plant one among those having a name and fame in the corporate sector. However it strives for further improvement to build global competitiveness.

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BIBLIOGRAPHY

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A) Books:

Shashi K. Gupta, Human Resource Management. C.R Kothari, Research Methodology.

B) Material Provided by HCCBPL, Jammu

C) Websites:

www.google.com www.coca-cola.com

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QUESTIONNARRIE

15. In your opinion whether the performance appraisal should be conducted or not?

a) Yes

b) No

16. How important do you think is performance appraisal to your performance? Not important Less important Important Very important Most important

17. According to you, how often should the performance review take place?

Once in a week Once a month Every 3 months Every 6 months Once a year

18. In your opinion, does the performance appraisal system give a proper assessment of your contribution to the organization?
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a) Yes

b) No

19. Who should do the appraisal?

Superior Peer Subordinate Self appraisal Consultant All the above

20. Does appraisal help in polishing skills and performance area?

a) Yes

b) No

c) Somewhat

21. According to your opinion which is the appropriate method of conducting the performance appraisal?

a) Ranking method b) Paired comparison

c) Critical incidents d) 360 Degree

22. Does performance appraisal leads to identification of hidden potential?

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a) Yes

b) No

23. Are you aware of techniques of performance appraisal being followed at Coca-cola company among employees?

a) Yes

b) No

24. What is your opinion as to the present appraisal system being followed?

a) Fully satisfied b) Satisfied

c) Cant say d) Dissatisfied

25. The performance appraisal helps to win cooperation and team work.

Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree

26. The performance appraisal is helpful in reducing grievance among the employees.

Strongly agree
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Agree Neither agree nor disagree Disagree Strongly disagree

27. The performance appraisal system helps to identify the strength and weaknesses of the employees.

a) Yes

b) No

28. The performance appraisal system helps to identify the strength and weaknesses of the employees.

a) Yes

b) No

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