Development of service level based performance appraisal system in technical operation of Grameenphone

Abstract

Performance appraisal can be viewed as the process of assessing and recording staff performance for the purpose of making judgments about staff that lead to decisions. Among the various process of evaluation, the right one should be selected depending up on the organizational type & goal. In this project effort was given to analyze the present Performance Appraisal System to develop a more efficient & day-to-day job dependent system in the largest Telecommunication Provider Company of Bangladesh GrameenPhone Ltd. Presently the appraisal is almost a rating based process which is not a perfect system for a service oriented company. Here uninterrupted & quality service is the prime concern. The activities of Technical Operation are more time dependent in the sense of fault detection & removal. And this is also directly related to the revenue assurance which is the ultimate goal for any organization. Here, after discussion of the present system of appraisal, the weaknesses & disadvantages were pointed out. On that basis, a more efficient & service level based appraisal process was developed which is a time-frame oriented system. For this, the organizational structure, faults & their effect on service was categorized. The SWOT (Strength, Weakness, Opportunity and Threat) analysis was also done in this project. It was showed that the implementation of the process can contribute in reducing network outage & ensuring revenue gain. In short, the intention of the analysis was to develop some process which may be justified in terms of company benefits as well as uplift employee motivation level.