INTRODUCTION

PERFORMANCE MANAGEMENT SYSTEM

A comprehensive process used to measure, improve, and reward the performance of

agencies, programs, or employees. Performance management system (PMS) is the heart
of any " people management " process in organization. Organizations exist to perform. If
people do not perform organizations don't survive. If people perform at their peak level
organization can compete and create waves.
Performance management systems if properly designed and implemented can change the
course of growth and pace of impact of organizations. In the past organizations as well as
the HR function have wasted a lot of time by wrongly focusing on performance
appraisals rather than performance management.

PERFORMANCE APPRAISAL CRITERIA

• Traits – traits such as leadership, judgment, initiative and dependability are

positively correlated with job performance but may be difficult to measure
• Behaviors – this criteria focuses on tasks to be performed but performance of
expected criteria do not necessarily lead to success on the job if other criteria is
not met
• Outcomes – focuses on measurable results

BENEFITS:-

Managing employee or system performance facilitates the effective delivery of strategic

and operational goals. There is a clear and immediate correlation between using
performance management programs or software and improved business and
organizational results.
Benefits may include:-

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Direct financial gain
 Grow sales
 Reduce costs
 Stop project overruns
 Aligns the organization directly behind the CEO's goals
 Decreases the time it takes to create strategic or operational changes by
communicating the changes through a new set of goals

Motivated workforce
 Optimizes incentive plans to specific goals for over achievement, not just
business as usual
 Improves employee engagement because everyone understands how they are
directly contributing to the organisations high level goals
 Create transparency in achievement of goals
 High confidence in bonus payment process
 Professional development programs are better aligned directly to achieving
business level goals.

Improved management control

 Flexible, responsive to management needs
 Displays data relationships
 Helps audit / comply with legislative requirements
 Simplifies communication of strategic goals scenario planning
 Provides well documented and communicated process documentation

TYPES OF PERFORMANCE APPRAISAL SYSTEMS

• Rating scale – a graphic scale where the performance level is marked (ex: Poor –
Average – Good – Very Good – Excellent)
• Ranking system – compares or ranks employees with one another

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 • Critical incident technique – performance during a specific incident is evaluated
and multiple incident scores are compiled for the total score
• Behavior checklists – a list of descriptive statements defining specific aspects of
the job
• Management by objective – measures goal attainment
• 360 degree feedback – employees are rated by peers, team members,
subordinates, and supervisors

360 DEGREE APPRAISAL SYSTEM

360-degree feedback, also known as multi-rater feedback, multisource feedback,
or multisource assessment, is feedback that comes from all around an employee. "360"
refers to the 360 degrees in a circle, with an individual figuratively in the center of the
circle. Feedback is provided by subordinates, peers, and supervisors. It also includes a
self-assessment and, in some cases, feedback from external sources such as customers
and suppliers or other interested stakeholders. It may be contrasted with "upward
feedback," where managers are given feedback by their direct reports, or a
"traditional performance appraisal," where the employees are most often reviewed only
by their managers.People who are chosen as raters, usually choices shared by the
organization and employee, generally interact routinely with the person receiving
feedback.

What a 360 Feedback Survey Measures

• 360 feedback measures behaviors and competencies

• 360 assessments provide feedback on how others perceive an employee

• 360 feedback addresses skills such as listening, planning, and goal-setting

• A 360 evaluation focuses on subjective areas such as teamwork, character,

and leadership effectiveness

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WHO DOES THE ASSESSMENT?
• Yourself
• Boss
• Staff
• Team members
• Peers
• Internal customers
• External customers
• Suppliers

360 DEGREE FEED BACK CYCLE

1. Observation : This is a natural and often unconscious process that people use
when forming impressions about each other.
2. Briefing : 360-Degree Feedback formalizes the observation process by
identifying specific people and asking them to answer particular questions about
the participant's performance
3. Questionnaire: The process involves completion of a questionnaire containing a
combination of rated and free text questions. The questionnaire can be electronic
or on paper
4. Report Completion : Returned questionnaires are consolidated into a report that
contains textual, graphical and numerical feedback for the participant.
5. Feedback : The participant gets their feedback at a facilitated, one - to – one
interview conducted by a trained facilitator
6. Reflection: The participant takes time to clarify and reflect on his/her feedback.
Sharing feedback with others can also come at this stage.
7. Action Plan : As a result of reflection, the participant produces a plan for how
he/she intends to develop and in what behaviors.
8. Changed Behavior : Carrying out the action plan results in changes in certain
areas of the participant's behaviors.

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COMPANY PROFILE
Sheraton New Delhi Hotel

For more than 70 years Sheraton has enjoyed a history as vibrant and spirited as the
travelers we welcome. The world has changed, but one thing hasn't - travel is about
bringing people together. The origins of Sheraton date back to 1937 when the company's
founders, Ernest Henderson and Robert Moore, acquired their first hotel in Springfield,
Massachusetts. Within two years, they purchased three hotels in Boston and soon
expanded their holdings to include properties from Maine to Florida. In 1947 Sheraton
Corporation of America becomes the first hotel chain to be listed on the New York Stock
Exchange. In 1949 With the purchase of two Canadian hotel chains Sheraton expands
internationally and grows rapidly around the world

Flaunting an elegantly glitzy and modern architecture, the Sheraton New Delhi Hotel in
New Delhi is one of the most renowned and respected hotels among the list of five star
hotels in Delhi. The Sheraton New Delhi Hotel was earlier known as the ITC
Welcomhotel. 220 plush rooms and suites at the hotel wait for you. They are the epitome
of opulence and cater efficiently to the needs of all the high profile guests who are used
to cutting edge luxury.
Features & Activities
Guest Services
A wide range of business facilities, ranging from a fully functional business centre to an
exclusive lounge, will cater to your expectations. We complement our impeccable service
with warm Indian hospitality to ensure your stay is as comfortable as it is memorable.

Recreation
The hotel has a crystal clear swimming pool, a state of the art gymnasium, a massage and
beauty parlor, barber’s shop, Jacuzzi, sauna, golf course, tennis court, badminton court,
and a plethora of indoor games to keep the guests merrily occupied.

Enjoy a thorough workout in the fitness centre’s stylish surroundings or relax with our
steam and sauna services. Try our traditional Indian massages in the massage parlour or
take a rejuvenating dip in our picturesque swimming pool after a busy day.

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Our concierge can arrange tours of Delhi and Agra or a round of golf. If you should
desire, use of the hotel limousine can be arranged as well. A hairdressing studio and
beauty salon, offering pedicures, manicures, and facials, is available for your added
convenience.
The Sheraton New Delhi Hotel boasts of the largest conference hall in the city. Smaller
conference rooms, boardrooms and banquet halls are also available. Business facilities
include video conferencing facilities. Apart from that, audiovisual gadgets, LCD screen,
projectors, and much more are available.

Guest Services
24-Hour Front Desk, Florist, Beauty Salon, Business Center, Shoe Shine Service
Available, 24-Hour, Concierge Service, Laundry/Valet Service, Valet Service, Travel
Services, Babysitting Service, Butler Service, Express Check-Out, Express Check-
In,Medical Services Available. Wireless High Speed Internet Access in All Guest
Rooms INR 250 per day.

THE OBEROI, NEW DELHI

The Oberoi Group, founded in 1934, owns and/or operates 28 hotels and 3 cruise liners
in five countries. It remains one of the most decorated hotel chains in the world with
many of its group hotels bagging various awards and accolades from Travel+Leisure,
Condé Nast Traveler, Forbes, Galileo, etc to name a few.

The hotel reflects the capital city’s spirit in a harmonious blend of tradition and
contemporary sophistication. Recognized as a pioneer amongst luxury hotels in India,
The Oberoi New Delhi was the first hotel to feature 24 hour personal Butler service. It's
exquisite interiors, impeccable service and fine cuisine combine to make it amongst the
most graceful and elegant downtown hotels in Delhi.

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The Oberoi, New Delhi is ideally located in the city center near government offices,
shopping, financial and business districts. The Hotel is a 30 minutes drive from the
Airport and within a few minutes distance from the international exhibition grounds of
Pragati Maidan and many Embassies.

The Oberoi New Delhi offers an exciting range of dining options which include a rooftop
Oriental restaurant, a celebrated all day dining restaurant offering the best in world
cuisine and an Italian fine dining restaurant. The hotel is also home to India's first and
Delhi's most popular state of the art gourmet store.

The hotel's 24-hours Business Centre offers many private meeting spaces with a focus on
comfort and convenience. Unrivalled in meticulous appointments, refined design details
and impeccable service, it offers the best of modern technology. Extensive conference
and banquet venues provide an ideal venue for larger events and meetings in Delhi.The
Oberoi Spa, regarded as one of the best luxury spas in Delhi, provides a sanctuary of
peace in the heart of the city. Highly skilled therapists provide a variety of treatments and
programs ranging from the best in ancient Ayurveda to Aromatherapy. Wireless internet
access in all rooms and public areas, service Oberoi spa, fitness centre,24 hours personal
butler service, outdoor heated swimming pool, baby sitting, valet, travel desk, electronic
safe deposit box in all rooms, extensive safety and security arrangements.The hotel
rooms offer a panoramic view of the Delhi Golf Course on one side and of Humayun’s
Tomb, Delhi’s premier heritage site, on the other. The award winning hotel is ideal for
business travel or leisurely holidays to explore the cultural wonders of Delhi

RESEARCH METHODOLOGY

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RESEARCH DESIGN
Descriptive research design is followed in this study because it describes data and
characteristics about the population or phenomenon being studied. Descriptive research
answers the questions who, what, where, when and how. This research is used to find
out the basic reason or to identify the cause of something that is happening or using it to
find out what to do.

FIELD OF STUDY
The study was conducted across The Oberoi Hotels and Resorts and Shereton ITC , New
Delhi.

INSTRUMENT
A questionnaire was circulated among the employees from duty manager level and
above.

SAMPLE SIZE
A sample size of 100 employees was chosen from both the hotels. 50 employees from
The Oberoi Hotel and 50 employees from Shereton.

SAMPLING
Simple random sampling is used .Based on probability sampling technique.

SOURCES OF DATA
There are two sources from which data can be collected.

PRIMARY SOURCE -Data is collected directly by approaching the concerned person

for the related to survey.
SECONDARY SOURCE – the secondary data are those which have already been
collected by some one else and have already been passed through the statistical process.

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SCALING
Scaling involves creating a continuum upon which measured objects are located.
Likert scale- which requires respondents to indicate a degree of agreement or
disagreement with each other of a series of statements about the stimulus objects. It’s a
five point rating scale.

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