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The prima facie or the significance of execution of case study is mainly done to improve the working efficiency of the organisation, and thereby, productivity in the same given time.
Here is a scenario of a BPO in India where initially non voice based service was used to be provided to Australian company. Transition from non voice to voice based call support to Australian health care business solution provider gave rise to performance appraisal concept to be followed in the organisation for better productivity.
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first generation entrepreneur and Chief Executive Officer(CEO) of the same company, working for Australian company.
Transition took place when the company started voice
based call support for Australian health care business solution provider.
The employees were supposed to answer the queries on
insurance coverage, claim status, and to sell the the insurance products.
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Chandran, CEO of the company, asked his HR manager to develop an appraisal framework to manage the performance of all the employees.
Average hold time for customer. Revenue per hour Number of calls per hour(RPH) Average handle time(AHT) Customer satisfaction rating
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Performance Improvement Plan(PIP) of one month for the improvement in their performance by coaches and mentors.
Extension of the PIP programme was used to be done
against those employee who did not improved even after one month of initial PIP programme.
Disciplinary action process was then used to be executed
against those employees who did not improved even after second course of PIP programme.
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Even after execution of all the three programmes, if the employee(s) did not responded according to the desired level, they were simply asked to resign or the company terminated them.
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Since the modus operandi behind the whole process was to improve the productivity by counselling and motivating employees, according to us the approach followed was commendable. Also, the prima facie proves that Chandran, CEO of the company, possessed the skills of being an good Entrepreneur.
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SHOOT
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