Compensation and Benefits

Importance of a Performance Management System in achieving organisational goals

Performance management techniques are for more powerful than most senior leaders realize. Many believe that these techniques simply allow you to measure performance but when they are applied within a larger framework that identifies core, performance management techniques can help you achieve key organizational goals including the following, fifteen goals that are important to achieving any organizational goals are as follows:

1. Support Workforce Development

Workforce development addresses the workforce needs of the organization. Managing based on performance allows for tighter control between workforce capacity and actual operational needs. Best practices in performance management also tie workforce development to other critical factors including employee engagement, financial goals, and even customer satisfaction.

2. Respect Workforce Capabilities and Requirements

Workforce capabilities address individual skills and capacities. Keeping a close eye on operational metrics allows for closer alignment between individual capabilities and personal capacity to perform. Managing performance requires can be better supported when capabilities are well aligned with tasks and workforce requirements are provided as necessary even down to the individual worker.

3. Create Open Communication

Nothing can impact organizational performance more than good, open communication. If everyone understands the purpose, goals and operational objectives and organization can run effectively. Rarely is over communication a problem. Be sure you take the time to communicate the vision, values, and operational objectives to maximize employee engagement and improve performance.

4. Align Vision with Goals and Objectives and Results

Objectives and results are the outcomes that flow from specific action plans that are designed to help achieve organizational goals. If these action plans are not well aligned with the vision and goals of the organization they will fall short of producing the kinds of outcomes that you expect. Take the time to think through how well action plan objections are designed to produce the kinds of outcomes you really want.

5. Create Workforce Engagement & Loyalty

Workforce engagement grows out of a healthy organizational culture that recognizes individual effort and personal achievement. Performance metrics provide the perfect way for both manager and employees to understand exactly what tasks are required for organizational success. Such clarity aligns persona effort and operational outcomes. That in turns creates strong motivation on a personal level which leads to high levels of engagement and loyalty. When workers know exactly what is expected of them and they have been given the training and resources to perform successfully on the job they will respond accordingly. When compensation and recognition are tied to clearly defined metrics performance will naturally be maximized with minimal management effort.

6. Better Manage Risk Taking

Risks are often difficult to manage. Building performance metrics around actions that are tied to good risk management is one of the best ways to minimize any risk in any form, including both financial and physical risks. Award programs focused on increasing risk awareness and risk abatement strategies can go a long way to improving behaviors that could otherwise produce unwanted and dangerous outcomes.

7. Improve Decision Making at all Levels

Some decisions must be made at the senior level but a lot of responsibility can be pushed throughout the organization as long as employees are properly supported with good training and are clear about overall organizational goals. This leader/leader model fits nicely into a performance management system as it increases many key metrics such as employee engagement, improved operations, customer satisfaction and improved risk management.

8. Improve your Leadership Process

Leadership processes focus first on good communication but an organizational culture that embraces learning and encourages employees to assume responsibility will support better decision making at every level in the organization.

9. Increase Customer and Stakeholder Value

Performance management theory puts customer and stakeholder value a top priority and can help ensure the successful fulfillment of the organization's vision. A customer centric organization always keeps a keen focus on customer value which in turn drives the overall value of the organization and thereby increases stakeholder value as well.

10. Increase Long Term Sustainability

Long term sustainability is often overlooked and even sacrificed for the sake of short term gain. Good performance management practice includes sustainability as a key goal in the organization. Sustainability should rarely be sacrificed for short term gain but it is easy for senior leaders to drop the ball when they focus only on short term metrics. Long term metrics should be defined and tied to key sustainability issues so that they do not get lost when making strategic calculations.

11. Improve Market Awareness & Understanding

Customer value can only be fulfilled when the organization understands the market in which it operates. Business ecosystems are growing increasingly complex and opportunities for creating customer value evolve rapidly. Understanding the market and the entire business ecosystem is the best way to ensure that opportunities for increasing customer value are not overlooked.

12. Improve Workforce Capabilities and Capacities

Performance management is the best way to tie current operational needs to workforce capabilities. Measuring performance both at the process level and the individual employee level allows for better alignment and prediction of both current and future needs.

13.Apply Lessons Learned

A performance management system is designed to create learning, based on the collection and analysis of performance data. Applying those lessons is the key to creating a mature organization that is continuously improving.

14. Achieve better Integration and Harmonization

Integration is the process of applying lessons learned into organizational and operational processes. As an organization learns and matures, better performance is measured not only in immediate outcomes tied to specific processes, but also in terms of how different processes work together. Improvement in the harmony of interrelated processes can result in significant improvement in measured outcomes.

15. Discover and Apply Innovative Breakthroughs

A good performance management system results in continuous improvement in all processes but not at the expense of innovation. An organization that perfects its process will ultimately become bureaucratic and moribund, incapable of adapting to changing conditions. Innovative breakthroughs demand change management which can be highly disruptive to an organization but a mature organization will always be open to making significant and even painful changes when innovative breakthroughs promise great rewards.

All The Best!

Simon's Model is based on premise that decision rash null. Decision making in Simon's Model is characterized by limited information processing and use of rules. Simmons decision-making model there are four phases

1) Intelligence phase

2) Design phase

3) Choice phase

4) Implementation phase

Initially the problem comes and we are in the intelligence phase thinking of the problem as it comes and then we try to find out what the solution to the given problem and then we move to design phase. In the design phase the way and method to solve the problem is thought and we actually try analyze the problem, we try to find the algorithms and the way that can actually solve the problem and hence we use the genetic algorithm to find the solution to the given problem .After finding the method which is to be applied to the given problem we move to choice phase and here the actual work of finding the best algorithm come .Here we try to find the best algorithm from the given set of algorithm we have the option of choosing the algorithms such as "ACO" algorithm which is called the ant colony optimization algorithm or we have the choice of finding the algorithm such as Simulated annealing (SA) is a related global optimization technique that traverses the search space by testing random mutations on an individual solution. A mutation that increases fitness is always accepted. A mutation that lowers fitness is accepted probabilistically based on the difference in fitness and a decreasing temperature parameter. In SA parlance, one speaks of seeking the lowest energy instead of the maximum fitness. SA can also be used within a standard GA algorithm by starting with a relatively high rate of mutation and decreasing it over time along a given schedule. After deciding that genetic algorithm is the most suitable algorithm for the programming we move to the next step which is the implemetation phase here the real implemeation of the slotuin is done we implemet the solution to the given problem by using the geneteic algorithm according to the given problem.

In the given problem a list of 26 items is given they all have different price, different weights and different volumes. The problem says that we have to find the items which can be fitted in to the given space of the container the number of items chosen to be fitted in to the given space should be such that the weight and the volume of the selected items should not be more than the total allowed volume and weight in the container.

The care has to be taken such that the total weight and volume of the selected items should not exceed more than the allowed weight and the volume.

1) Intelligence phase

2) Design phase

3) Choice phase

4) Implementation phase

Initially the problem comes and we are in the intelligence phase thinking of the problem as it comes and then we try to find out what the solution to the given problem and then we move to design phase. In the design phase the way and method to solve the problem is thought and we actually try analyze the problem, we try to find the algorithms and the way that can actually solve the problem and hence we use the genetic algorithm to find the solution to the given problem .After finding the method which is to be applied to the given problem we move to choice phase and here the actual work of finding the best algorithm come .Here we try to find the best algorithm from the given set of algorithm we have the option of choosing the algorithms such as "ACO" algorithm which is called the ant colony optimization algorithm or we have the choice of finding the algorithm such as Simulated annealing (SA) is a related global optimization technique that traverses the search space by testing random mutations on an individual solution. A mutation that increases fitness is always accepted. A mutation that lowers fitness is accepted probabilistically based on the difference in fitness and a decreasing temperature parameter. In SA parlance, one speaks of seeking the lowest energy instead of the maximum fitness. SA can also be used within a standard GA algorithm by starting with a relatively high rate of mutation and decreasing it over time along a given schedule. After deciding that genetic algorithm is the most suitable algorithm for the programming we move to the next step which is the implemetation phase here the real implemeation of the slotuin is done we implemet the solution to the given problem by using the geneteic algorithm according to the given problem.

In the given problem a list of 26 items is given they all have different price, different weights and different volumes. The problem says that we have to find the items which can be fitted in to the given space of the container the number of items chosen to be fitted in to the given space should be such that the weight and the volume of the selected items should not be more than the total allowed volume and weight in the container.

The care has to be taken such that the total weight and volume of the selected items should not exceed more than the allowed weight and the volume.

1. ODD WORKING HOURS: Most of the call centers in India support overseas operations and majority of professionals have night shifts. Although many have day shifts as they support domestic Indian customers, or off-business support hours of the overseas company which happens to be day-time for India. In majority of cases Indian call center jobs mostly have odd hours.

2. FAMILY LIFE: This is somewhat associated with odd working hours. Evenings are the best time to spend quality time with your spouse and children and those are actually your working hours. Your life as a call center employee can be very lonely and frustrating at times.

3. HEALTH ISSUES: Sleep disorders, heart disease, eyesight problems and depression are just a few issues surrounding the call center jobs. People also tend to gain weight as most of the time they are sitting in their small cubicle. Health issues in Indian call center industry is becoming a major issue. Even though you work only 5 days a week, for rest of the two days it is not easy to swap your sleep cycle the other way around.

4. ABUSIVE CLIENTS: Many of the customers you speak with can actually get very abusive or angry. They are often able to guess from you accent that you are located in India and many customers are anyway unhappy about their work being outsourced to India. Since your call is often recorded you cannot reply them back angrily, in most cases you will transfer the call to your manager or to a call center located in their own country or in worst case hang up. American accent and Indian English accent are quite different and takes time to overcome the difference. As a call center employee you should try not to take things too personally.

5. AGE FACTOR: Since call center jobs are quite stressful, especially after a few months working in this industry many individuals quit and change their profession, often to a lower paying job. If you able to make your way up to the managerial level or the higher corporate ladder, life is much better, otherwise the daily monotonous work starts to really frustrate you.

6. SOCIAL ISSUES / ALCOHOL CONSUMPTION / SEX ISSUES: Most people working in call centers are in 20's or early 30's, so it is very obvious that they often get into physical relationships. There was an article from Reuters (in 2006) "sex life of call center workers fascinates India", this is often a shock for people who follow conservative values. Additionally the alcohol consumption is much higher in the Individuals working in call centers. In extreme cases some individuals switch to drugs use. Condom vending machines will soon be installed in several call centers and IT companies to deal with rising threat of HIV/AIDS because young employees are increasingly having unprotected sex with multiple partners in affairs developed during nights shifts (Ref - IANS).

7. FUTURE TREND OF CALL CENTER JOBS: Call center jobs are the easiest to be transferred from one place to another. Today India offers a great cost saving compared to other locations, but with salaries rising about 10% every year in near future they will become comparable to other low cost locations like Philippines, Vietnam, Indonesia, Mexico and Eastern Europe. In that case either the salary increments will slow down substantially or companies will start moving jobs from India to these locations. RUPEE APPRECIATION - Additionally if the rupee becomes stronger then your current salary will start to appear costly overseas.

Other disadvantages which have been raised recently include Loss of direct managerial control, security and confidentiality, legal costs and unfavorable contract lengths.

Annual staff turnover at Indian BPOs stands at 24 percent, ahead of the country's average of 16 percent (source ZDNet Asia- Sept 8th 2008).

CONCLUSION: There are several pros and cons of working in a call center. Biggest advantage being the salary and biggest disadvantage being the odd lifestyle. I am not an expert, therefore for looking entering onto IT feild can do some courses like LINUX,UNIX and CCNA