Filamer Christian University
Graduate School
Master’s in Business Administration
First Semester, A.Y. 2020-20201
MBA 411: HUMAN RESOURCES DEVELPOMENT
TOPIC: ENHANCING PERFORMANCE MANAGEMENT
JULIUS R. DE LA CRUZ
MBA Student
DR. MATT NUMERO FALLA
Course Facilitator
Objectives: After completing this chapter, students should be able to:
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
Define performance management and describe the importance of
performance management.
Define performance appraisal and identify the uses of performance
appraisal.
Discuss the performance appraisal environmental factors.
Describe the performance appraisal process.
Identify the various performance criteria (standards) that can be
established.
Identify who may be responsible for performance appraisal and the
performance period.
Identify the various performance appraisal methods.
List the problems that have been associated with performance
appraisal.
Explain the characteristics of an effective appraisal system.
Describe the legal implications of performance appraisal.
Explain how the appraisal interview should be conducted.
Understand the importance of Management by Objectives (MBO).
Performance Management and Appraisal
Introduction
Firms want employees that are highly motivated and feel they have
a real stake in the company’s success. Such employees are willing to finish
tasks in their own time and see a strong link between the firm’s success
and their own career prospects. In short, motivated, empowered
employees work hand in hand with employers in an atmosphere of mutual
trust. Companies with engaged workforces have also reported less
absenteeism, more engagement with customers, greater employee
satisfaction, less mistakes, fewer employees leaving, and naturally higher
profits.
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Topic Presentation
Performance Management
Performance Management (PM) - is a goal-oriented process
directed toward ensuring that organizational processes are in place to
maximize the productivity of employees, teams, and ultimately, the
organization.
Performance management systems are one of the major focuses in
business today. Although every HR function contributes to performance
management, training and performance appraisal play a more significant
role. Whereas performance appraisal occurs at a specific time,
performance management is a dynamic, ongoing, continuous process.
Performance Appraisal
Performance Appraisal (PA) - is a formal system of review and
evaluation of individual or team task performance. A critical point in the
definition is the word formal, because in actuality, man- agers should be
reviewing an individual’s performance on a continuing basis.
Uses of Performance Appraisal
For many organizations, the primary goal of an appraisal system is to
improve individual and organizational performance.
1. Human Resource Planning- In assessing a firm’s human resources,
data must be available to identify those who have the potential to be
promoted or for any area of internal employee relations.
2. Recruitment and Selection- Performance evaluation ratings may
be helpful in predicting the performance of job applicants.
3. Training and Development- Performance appraisal should point
out an employee’s specific needs for training and development.
4. Career Planning and Development- Career planning is an
ongoing process whereby an individual sets career goals and identifies
the means to achieve them.
5. Compensation Programs- Performance appraisal results provide
a basis for rational decisions regarding pay adjustments.
6. Internal Employee Relations- Performance appraisal data are
also used for decisions in several areas of internal employee relations,
including promotion, demotion, termination, layoff, and transfer.
7. Assessment of Employee Potential- Some organizations attempt
to assess an employee’s potential as they appraise his or her job
performance.
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Performance Appraisal Environmental Factors
External and internal environmental factors can influence the
appraisal process. There is sufficient circumstantial evidence to indicate
that age bias and age based policies appear throughout the
performance rating process to the detriment of the protected age group.
The labor union is another external factor that might affect a firm’s
appraisal process. Unions have traditionally stressed seniority as the basis
for promotions and pay increases.
Factors within the internal environment can also affect the
performance appraisal process.
Performance Appraisal Process
PA process is identifying specific performance goals. An appraisal
system probably cannot effectively serve every desired purpose, so
management should select the specific goals it believes to be most
important and realistically achievable.
Identify Specific
Performance
Appraisal Goals
Establish
Performance
Criteria and
Communicate
Them to
Employees
Examine Work
Performed
Appraise
Performance
Discuss Appraisal
with Employee
Performance Appraisal Process
The next step in this on-going cycle continues with establishing
performance criteria (standards) and communicating these performance
expectations to those concerned. Then the work is performed and the
supervisor appraises the performance. At the end of the appraisal period,
the appraiser and the employee together review work performance and
evaluate it against established performance standards. This review helps
determine how well employees have met these standards, determines
reasons for deficiencies, and develops a plan to correct the problems. At
this meeting, goals are set for the next evaluation period, and the cycle
repeats.
Establish Performance Criteria (Standards)
The most common appraisal criteria are traits, behaviors,
competencies, goal achievement, and improvement potential.
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1. Traits- Certain employee traits such as attitude, appearance, and
initiative are the basis for some evaluations.
2. Behaviors- When an individual’s task outcome is difficult to
determine, organizations may evaluate the person’s task-related behavior
or competencies.
3. Competencies- Competencies include a broad range of
knowledge, skills, traits, and behaviors that may be technical in nature,
relate to interpersonal skills, or are business-oriented.
Research conducted by the University of Michigan Business
School and sponsored by
the Society for Human Resource
Management (SHRM) and the Global Consulting Alliance
determined that success in HR is dependent on competency and
specific skills in the following five key areas:
a. Strategic Contribution: Connecting firms to their
markets and quickly aligning employee behaviors with
organizational needs.
b. Business Knowledge: Knowing how businesses are run
and translating this into action.
c. Personal Credibility: Demonstrating measurable
value; being part of an executive team.
d. HR Delivery: Providing efficient and effective service
to customers in the areas of staffing, performance
management, development, and evaluation.
e. HR technology: Using technology and Web-based
means to deliver value to customers.
4. Goal Achievement- If organizations consider ends more
important than means, goal achievement outcomes become an
appropriate factor to evaluate.
5. Improvement Potential- When organizations evaluate their
employees’ performance, many of the criteria used focus on the past.
Responsibility for Appraisal
1. Immediate Supervisor- An employee’s immediate supervisor has
traditionally been the most logical choice for evaluating performance
and this continues to be the case. The supervisor is usually in an excellent
position to observe the employee’s job performance and the supervisor
has the responsibility for managing a particular unit.
2. Subordinates- Advocates believe that this approach leads
supervisors to become especially conscious of the work group’s needs
and to do a better job of managing.
3. Peers and Team Members- A major strength of using peers to
appraise performance is that they work closely with the evaluated
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employee and probably have an undistorted perspective on typical
performance, especially in team assignments.
The rationale for evaluations conducted by team members includes
the following:
a. Team members know each other’s’ performance
better than anyone and can, therefore, evaluate
performance more accurately.
b. Peer pressure is a powerful motivator for team
members.
c. Members who recognize that peers within the team
will be evaluating their work show increased commitment
and productivity.
d. Peer review involves numerous opinions and is not
dependent on one individual.
4. Self-Appraisal- If employees understand their objectives and the
criteria used for evaluation, they are in a good position to appraise their
own performance.
5. Customer Appraisal- Customer behavior determines a firm’s
degree of success. Therefore, some organizations believe it is important to
obtain performance input from this critical source.
Appraisal Period
Formal performance evaluations are usually prepared at specific
intervals. Although there is nothing magical about the period for formal
appraisal reviews, in most organizations they occur either annually or
semi-annually.
Performance Appraisal Methods
Managers may choose from among a number of appraisal
methods. The type of performance appraisal system used depends on its
purpose.
1. 360-Degree Feedback Evaluation Method- The 360-degree
feedback evaluation method is a popular performance appraisal
method that involves evaluation input from multiple levels within the
firm as well as external sources.
2. Rating Scales Method- The rating scales method is a performance
appraisal method that rates employees according to defined
factors.
3. Critical Incident Method- The critical incident method is a
performance appraisal method that requires keeping written
records of highly favorable and unfavorable employee work
actions.
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4. Essay Method- The essay method is a performance appraisal
method in which the rater writes a brief narrative describing the
employee’s performance.
5. Work Standards Method- The work standards method is a
performance appraisal method that compares each employee’s
performance to a predetermined standard or expected level of
output.
6. Ranking Method- The ranking method is a performance appraisal
method in which the rater ranks all employees from a group in order
of overall performance.
7. Forced Distribution Method- The forced distribution method of
performance appraisal requires the rater to assign individuals in a
work group to a limited number of categories, similar to a normal
frequency distribution. The purpose of forced distribution is to keep
managers from being excessively lenient and having a
disproportionate number of employees in the “superior” category.
8. Behaviorally Anchored Rating Scale Method- The behaviorally
anchored rating scale (BARS) method is a performance appraisal
method that combines elements of the traditional rating scales and
critical incident methods; various performance levels are shown
along a scale with each described in terms of an employee’s
specific job behavior.
Table: BARS for Factor: Ability to Present Positive Company Image
Clearly Outstanding Performance
Makes excellent impression on
college
recruits.
Carefully
explains positive aspects of
the company. Listens to
applicant
and
answers
questions in a very positive
manner.
Excellent Performance
Makes good impression on
college recruits. Answers all
questions and explains positive
aspects of the company.
Answers questions in a positive
manner.
Good Performance
Makes
a
reasonable
impression on college recruits.
Listens to applicant and
answers
questions
in
knowledgeable manner.
Average Performance
Makes a fair impression on
college recruits. Listens to
applicant and answers most
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questions in a knowledgeable
manner.
Slightly Below Average Performance Attempts to make a good
impression on college recruits.
Listens to applicants but at
times could be expected to
have to go to other sources to
get answers to questions.
Poor Performance
At
times
makes
poor
impression on college recruits.
Sometimes provides incorrect
information to applicant or
goes down blind avenues
before realizing mistake.
Very Poor Performance
Even
with
repeated
instructions continues to make
a
poor
impression.
This
interviewer
could
be
expected to turn off college
applicant from wanting to join
the firm.
9. Results-Based System- The manager and subordinate jointly
agree on objectives for the next appraisal period in a results-based
system, in the past a form of management by objectives.
Problems in Performance Appraisal
Performance appraisal is constantly under a bar- rage of criticism.
The rating scales method seems to be the most vulnerable target. Yet, in
all fairness, many of the problems commonly mentioned are not inherent
in this method but, rather, reflect improper implementation.
1. Appraiser Discomfort- Conducting performance appraisals is
often a frustrating human resource management task.
2. Lack of Objectivity- A potential weakness of traditional
performance appraisal methods is that they lack objectivity.
3. Halo/Horn- A halo error occurs when a manager generalizes one
positive performance feature or incident to all aspects of employee
performance, resulting in a higher rating.35
4. Leniency/Strictness- Giving undeserved high ratings to an
employee is referred to as leniency. This behavior is often motivated
by a desire to avoid controversy over the appraisal. It is most
prevalent when highly subjective (and difficult to defend)
performance criteria are used, and the rater is required to discuss
evaluation results with employees.
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5. Central Tendency- Central tendency error is an evaluation
appraisal error that occurs when employees are incorrectly rated
near the average or middle of a scale.
6. Recent Behavior Bias- It is only natural for a rater to remember
recent behavior more clearly than actions from the more distant
past.
7. Personal Bias (Stereotyping)- This pitfall occurs when managers
allow individual differences to affect the ratings they give.
8. Manipulating the Evaluation- In some instances, managers control
virtually every aspect of the appraisal process and are therefore in
a position to manipulate the system.
9. Employee Anxiety- The evaluation process may also create
anxiety for the appraised employee.
Table: Reasons for Intentionally Inflating or Lowering Ratings
Inflated Ratings








The belief that accurate ratings would have a
damaging effect on the subordinate’s motivation and
performance
The desire to improve an employee’s eligibility for merit
The desire to avoid airing the department’s dirty
laundry
The wish to avoid creating a negative permanent
record of poor performance that might hound the
employee in the future
The need to protect good performers whose
performance was suffering because of personal
problems
The wish to reward employees displaying great effort
even though results are relatively low
The need to avoid confrontation with certain hard-tomanage employees
The desire to promote a poor or disliked employee up
and out of the department
Lowered Ratings






To scare better performance out of an employee
To punish a difficult or rebellious employee
To encourage a problem employee to quit
To create a strong record to justify a planned firing
To minimize the amount of the merit increase a
subordinate receives
To comply with an organization edict that discourages
managers from giving high ratings
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Characteristics of an Effective Appraisal System
The basic purpose of a performance appraisal system is to improve
performance of individuals, teams, and the entire organization. The
system may also serve to assist in making administrative decisions
concerning pay increases, promotions, transfers, or terminations. The
following factors assist in accomplishing these purposes.
1. Job-Related Criteria- Job-relatedness is perhaps the most
basic criterion needed in employee performance appraisals.
2. Performance Expectations- Managers and subordinates
must agree on performance expectations in advance of the
appraisal period.
3. Standardization- Firms should use the same evaluation
instrument for all employees in the same job category who
work for the same supervisor. Supervisors should also conduct
appraisals covering similar periods for these employees.
Regularly scheduled feedback sessions and appraisal
interviews for all employees are essential.
4. Trained Appraisers- A common deficiency in appraisal
systems is that the evaluators seldom receive training on how
to conduct effective evaluations. Unless everyone evaluating
performance receives training in the art of giving and
receiving feedback, the process can lead to uncertainty and
conflict.
5. Continuous Open Communication- Most employees have
a strong need to know how well they are performing. A good
appraisal system provides highly desired feedback on a continuing
basis.
6. Conduct Performance Reviews- In addition to the need for
continuous communication between managers and their
employees, a special time should be set for a formal
discussion of an employee’s performance.
7. Due Process- Ensuring due process is vital. If the company
not have a formal grievance procedure, it should develop
one to provide employees an opportunity to appeal
appraisal results that they consider inaccurate or unfair.
Legal Implications
Employee lawsuits may result from negative evaluations. Employees
often win these cases, thanks in part to the employer’s own performance
appraisal procedures. A review of court cases makes it clear that legally
defensible performance appraisal systems should be in place. Perfect
systems are not expected, and the law does not preclude supervisory
discretion in the process. However, the courts normally require these
conditions:
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




Either the absence of adverse impact on members of
protected classes or validation of the process.
A system that prevents one manager from directing or
controlling a subordinate’s career.
The appraisal should be reviewed and approved by
someone or some group in the organization.
The rater, or raters, must have personal knowledge of
the employee’s job performance.
The appraisal systems must use predetermined criteria
that limit the manager’s discretion.
Appraisal Interview
The appraisal interview definitely has the potential for confrontation
and undermining the goal of motivating employees. The situation
improves considerably when several sources provide input, including
perhaps the employee’s own self-appraisal. Regardless of the system
used, employees will not trust a system they do not understand.
1. Scheduling the Interview- Supervisors usually conduct a formal
appraisal interview at the end of an employee’s appraisal period.
2. Interview Structure- A successful appraisal interview should be
structured in a way that allows both the supervisor and the subordinate to
view it as a problem-solving rather than a fault-finding session. The
manager should consider three basic purposes when planning an
appraisal interview:
 Discuss the employee’s performance. Focus on specific
accomplishments.
 Assist the employee in setting goals and personaldevelopment plans for the next appraisal period.
 Suggest means for achieving established goals,
including support from the manager and firm.
During performance reviews, managers might ask employees
whether their current duties and roles are effective in achieving
their goals.
The amount of time devoted to an appraisal interview varies
considerably with company policy and the position of the
evaluated employee. Although costs are a consideration, there is
merit in conducting separate interviews for discussing:
(1) employee performance and development and
(2) pay.
Many managers have learned that as soon as the topic of
pay emerges in an interview, it tends to dominate the conversation,
with performance improvement taking a back seat. For this reason,
if pay increases or bonuses are involved in the appraisal, it might be
advisable to defer those discussions for one to several weeks after
the appraisal interview.
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3. Use of Praise and Criticism- Conducting an appraisal interview
requires tact and patience on the part of the evaluator. Praise is
appropriate when warranted, but it can have limited value if not clearly
deserved.
4. Employees’ Role- The best recourse for employees in preparing
for an appraisal review is to prepare a list of creative ways they have
solved problems with limited resources.
5. Concluding the Interview- Ideally, employees will leave the
interview with positive feelings about management, the company, the
job, and themselves. If the meeting results in a deflated ego, the
prospects for improved performance will be bleak.
What is Management by Objectives (MBO)?
Management by Objectives (MBO) is a strategic approach to
enhance the performance of an organization.
Steps in Management by Objectives Process
1. Define organization goals- Setting objectives is not only critical to
the success of any company, but it also serves a variety of purposes.
2. Define employee objectives- Once the employees are briefed
about the general objectives, plan, and the strategies to follow, the
managers can start working with their subordinates on establishing their
personal objectives.
3. Continuous monitoring performance and progress- Though the
management by objectives approach is necessary for increasing the
effectiveness of managers, it is equally essential for monitoring the
performance and progress of each employee in the organization.
4. Performance evaluation- Within the MBO framework, the
performance review is achieved by the participation of the managers
concerned.
5. Providing feedback- In the management by objectives
approach, the most essential step is the continuous feedback on the
results and objectives, as it enables the employees to track and make
corrections to their actions. The ongoing feedback is complemented by
frequent formal evaluation meetings in which superiors and subordinates
may discuss progress towards objectives, leading to more feedback.
6. Performance appraisal- Performance reviews are a routine
review of the success of employees within MBO organizations.
Benefits of Management by Objectives
 Management
by
objectives
helps
employees
appreciate their on-the-job roles and responsibilities.
 The Key Result Areas (KRAs) planned are specific to
each employee, depending on their interest,
educational qualification, and specialization.
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 The MBO approach usually results in better teamwork
and communication.
 It provides the employees with a clear understanding of
what is expected of them. The supervisors set goals for
every member of the team, and every employee is
provided with a list of unique tasks.
 Every employee is assigned unique goals. Hence, each
employee feels indispensable to the organization and
eventually develops a sense of loyalty to the
organization.
 Managers help ensure that subordinates’ goals are
related to the objectives of the organization.
Limitations of Management by Objectives
 Management by objectives often ignores the
organization’s existing ethos and working conditions.
 More emphasis is given on goals and targets. The
managers put constant pressure on the employees to
accomplish their goals and forget about the use of
MBO for involvement, willingness to contribute, and
growth of management.
 The managers sometimes over-emphasize the target
setting, as compared to operational issues, as a
generator of success.
 The MBO approach does not emphasize the
significance of the context wherein the goals are set.
The context encompasses everything from resource
availability and efficiency to relative buy-in from the
leadership and stakeholders.
 Finally, there is a tendency for many managers to see
management by objectives as a total system that can
handle all management issues once installed. The
overdependence may impose problems on the MBO
system that it is not prepared to tackle, and that
frustrates any potentially positive effects on the issues it.
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Assessment
Multiple Choice. Select the best answer.
1. It is a process of evaluating an employee’s performance on a job in
terms of its requirements.
a. Performance management
b. Performance analysis
c. Performance appraisal
d. Performance evaluation
2. The step where the management finds out how effective it has
been at hiring and placing employees.
a. Performance management
b. Performance analysis
c. Performance appraisal
d. Performance evaluation
3.
a.
b.
c.
d.
Which of the below is not the objective of performance appraisal?
Assessment of performance
Measuring the efficiency
Maintaining organizational control
Designing organizational goal
4.
a.
b.
c.
d.
Performance appraisals aims at;
Goals of employee
Goals of organization
Both a and b
Neither among the choices
5.
a.
b.
c.
d.
Which of the following is not the aim of performance appraisals;
Personal development
Work satisfaction
Training
Work
6.
a.
b.
c.
d.
It is not a step of performance appraisal;
Communicating standard
Comparing actual with the standard
Discussing the result
Adjusting the standard
7. The expected outcome from the employee at the time of
performance appraisal is known;
a. Decided performance
b. Standard
c. General outcome
d. Expected performance
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8. When the actual performance of the employees are measured and
then it will be compared with;
a. Standard
b. Other members
c. Previous performance
d. Group performance
9. The actual performance is compared to the actual performance
to;
a. Identify the gap
b. Give them training
c. Improve performance
d. All of the above
10. It is to identify the strength and weaknesses of employees to place
right men on right place.
a. Recruitment
b. Performance appraisal
c. Selection
d. Feedback
Answer Key
Multiple Choice. Select the best answer.
1. It is a process of evaluating an employee’s performance on a job in
terms of its requirements.
a. Performance management
b. Performance analysis
c. Performance appraisal
d. Performance evaluation
Answer: c
2. The step where the management finds out how effective it has
been at hiring and placing employees.
a. Performance management
b. Performance analysis
c. Performance appraisal
d. Performance evaluation
Answer: c
3. Which of the below is not the objective of performance appraisal?
a. Assessment of performance
b. Measuring the efficiency
c. Maintaining organizational control
d. Designing organizational goal
Answer: d
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4. Performance appraisals aims at;
a. Goals of employee
b. Goals of organization
c. Both a and b
d. Neither among the choices
Answer: c
5. Which of the following is not the aim of performance appraisals;
a. Personal development
b. Work satisfaction
c. Training
d. Work
Answer: c
6. It is not a step of performance appraisal;
a. Communicating standard
b. Comparing actual with the standard
c. Discussing the result
d. Adjusting the standard
Answer: d
7. The expected outcome from the employee at the time of
performance appraisal is known;
a. Decided performance
b. Standard
c. General outcome
d. Expected performance
Answer: b
8. When the actual performance of the employees are measured and
then it will be compared with;
a. Standard
b. Other members
c. Previous performance
d. Group performance
Answer: a
9. The actual performance is compared to the actual performance
to;
a. Identify the gap
b. Give them training
c. Improve performance
d. All of the above
Answer: a
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10. It is to identify the strength and weaknesses of employees to place
right men on right place.
a. Recruitment
b. Performance appraisal
c. Selection
d. Feedback
Answer: b
References
1. Ed Frauenheim, “Downturn Puts New Emphasis on Engagement,”
Workforce Management 88 (July 20, 2009): 8–10.
2. “In Football as in Business, Engagement Leads to Success,” Financial
Times, (March 23, 2010); “Managing Success,” Financial Times, (Jan
20, 2010); “How to Engage a Workforce that Is Fearing the Worst,”
Financial Times, (Feb 10, 2009); John Lewis, (2010):
http://www.johnlewispartnership.
co.uk/Display.aspx?&MasterId=768e29e8-41aa-4716- bce2df302fa1c3d8&NavigationId=543; Tesco PLC, (2010):
http://www.tescoplc.com/.
3. David F. Giannetto, “Get Your Money’s Worth from Incentives,”
Business Performance Management 7 (June 2009): 12.
4. Kathryn Tyler, “Performance Art,” HRMagazine 50 (August 2005):
58–63.
5. “Make Staff Reviews Count,” Credit Union Magazine/4 January
2009): 12.
6. Jeffrey Russell and Linda Russell, “Talk Me Through It: The Next Level
of Performance Management,” T+D 64 (April 2010): 42–48.
7. Andy Houghton, “Performance Reviews: It’s about ‘How,’ Not
‘Why’,” BusinessWeek Online (January 11, 2010): 11.
8. “Employees Care a Lot More About Performance Reviews Than
You May Think,” HR Focus 86 (July 2009): 9.
9. Adrienne Fox, “Curing What Ails Performance Reviews,”
HRMagazine 54 (January 2009): 52–56.
10. Source: Clinton Longenecker and Dean Ludwig, “Ethical
Dilemmas in Performance Appraisal Revisited,”
11. Journal of Business Ethics 9 (December 1990): 963. Reprinted by
permission of Kluwer Academic Publishers
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