Embed Size (px)
Citation preview
A PROJECT REPORT ON
“A STUDY ON PERFORMANCE APPRAISAL SYSTEM IN ENQUOTE MERCHANDISING SOLUTIONS”
Submitted in partial fulfillment of the requirement
For the award of the degree of
MASTER OF BUSINESS ADMINISTRATION DEPARTMENT OF BUSINESS ADMINISTRATION
SESSION (2014-2015)
Under the guidance of: Submitted By: Mr. Mayank Maheswari Kushagra Shukla Business Head Roll No.: 1304870027 Kanpur Batch: MBA 2013-15
DAYANAND ACADEMY OF MANAGEMENT STUDIES, KANPUR AFFILIATED TO
U.P. TECHNICAL UNIVERSITY, LUCKNOW
A PROJECT REPORT ON
“A STUDY ON PERFORMANCE APPRAISAL SYSTEM IN ENQUOTE MERCHANDISING SOLUTIONS”
Submitted in partial fulfillment of the requirement
For the award of the degree of
MASTER OF BUSINESS ADMINISTRATION
Of
U. P. Technical University, Lucknow Session – (2014-15)
By
Kushagra Shukla Roll No.: 1304870027
Batch: 2013-15
ACKNOWLEDGEMENT
With immense pleasure, I would like to present this project report for Enquote Merchandising Solutions. It has been an enriching experience for me to undergo my summer training at Enquotism, which would not have possible without the goodwill and support of the people around. As a student of DAYANAND ACADEMY OF MANAGEMENT STUDIES, KANPUR. I would like to express my sincere thanks to all those who helped me during my practical training program.
Words are insufficient to express my gratitude towards MR. MAYANK MAHESHWARI, the Business Head of Enquotism. I would like to give my heartily thanks to MR. ROHIT PURI, Faculty guide, who helped me at every step whenever needed, for having spared her valuable time with me and for all the guidance given in executing the project as per requirements.
At last but not least my grateful thanks are also extended to all my faculty members for the proper guidance and assistance extended by them. I am also grateful to my parents, friends to encourage & giving me moral support.
(Kushagra Shukla)
(Mr. Amarendra Tiwaree) (Sign. of external examiner)
I
PREFACE
In spite of the theoretical knowledge gained through class room study, a person is incomplete if not objected to practical exposure of real corporate and may have to face hurdles which will be difficult to overcome without any firsthand experience of business.
In this context research program has been designed to make the person aware of happening of the real business world. The project entitled “
” has been done at Kanpur as completion part of M.B.A. program.
The study was made by collecting relevant data about performance with the help of questionnaire survey, secondary data were collected from the organization broacher’s, websites etc.
This report is the result of the work done during the training period. I have tried my level best to be as a systematic as possible and to avoid any sort of biases.
II
CERTIFICATE
This is to certify that KUSHAGRA SHUKLA, Roll no. 1304870027 a
student of course Master of Business Administration from the
DAYANANDACADEMY OF MANAGEMENT STUDIES, KANPUR has
done his summer training at ENQUOTISM.
The project work entitled
has done under the supervision of MR. AMARENDRA
TIWAREE faculty member of DAYANAND ACADEMY OF
MANAGEMENT STUDIES, KANPUR.
The project work embodies the original work done by KUSHAGRA
SHUKLA during his summer project training period.
III
STUDENT DECLARATION
I Kushagra Shukla student of Master of Business Administration
(M.B.A.) at Dayanand Academy of Management Studies, Kanpur of
hereby declare that the project work entitled “A Study on Performance
Appraisal System in Enquote Merchandising Solutions” is compiled and
submitted under the guidance of Mr. Mayank Maheshwari. I would also
like to thank my friends faculty members & Mr. Mayank Maheshwari
who helped me during my training program. This is my original work.
Whatever information furnished in the project report is true to the best of
my knowledge.
Kushagra Shukla
MBA 3rd Semster
1304870027
IV
V
SYNOPSIS
I Kushagra Shukla felt privileged to be a part of DAYANAND
ACADEMY OF MANAGEMENT STUDIES, KANPUR. I did my summer
internship training in Enquotism Merchandising Solutions a E-
Commerce company under the brand name “ ”. My project
title is the “A STUDY ON PERFORMANCE APPRAISAL SYSTEM
IN ENQUOTE MERCHANDISING SOLUTIONS”. The project basic
objectives were to find the expectation of appraiser and appraisee from the
current performance appraisal system.
As a methodology, I choose direct interview in the form of questionnaire to
know about appraisee expectations. On the basis of these expectations I
drew out the factors effecting performance of appraisee and their perception
towards the Enquotism.
Also the expectations were study by questioning the appraiser through the
questionnaires. It helped me to know a lot about to examine the current
performance appraisal system and to determine the satisfaction level of the
appraiser.
There were certain limitations of the project which are as follows:
• The field of study was very vast,
• Appraisee socially desirable answers make a clear difference in
what they say and what actually they do.
VI
Out of these two parts of my project I learnt two things:
• Visibility is one of the area required for Enquotism to position into
the people’s mind,
• Secondly, Enquotism should understand the expectations of people.
So analysis is based on sample results. It was a difficult
task to gather information from respondents by meeting them personally in
order to get questionnaire filled. There was a lot of time pressure and
sometimes unwillingness of the respondents to respond.
VII
EXECUTIVE SUMMARY
Most organizations have a Performance Appraisal (PA) program that
has evolved over time and is likely not meeting the needs of
employees and managers.
Many competing PA theories and practices exist making development
of an effective program difficult. However, done well, a strong PA
program reinforces organizational culture and helps employees achieve
high levels of performance.
An effective PA program can improve key business measures such as
Return on Assets, Return on Equity, profit margins and earnings.
Every strong PA program has three elements: performance tracking,
informal feedback, and formal appraisal.
Build on these three elements to customize your program to your
organization’s goals and values:
Informal coaching is the single most significant factor in easing
retention and developing talent.
Forced ranking and forced distribution are techniques that work
well in competitive environments. Avoid them in team-based
departments.
360-degree evaluations help to improve people management
abilities. Stay away from using them for manager compensation or
disciplinary purposes.
VIII
The Project is concern with the Performance Appraisal System of Enquote
Merchandising Solutions in Kanpur city. The project included as part of
MBA Programme and the project is done from the 23th June 2014 to
9th August 2014.
1. Title:
“A STUDY ON PERFORMANCE APPRAISAL SYSTEM IN
ENQUOTE MERCHANDISING SOLUTIONS”
2. Organization:
“Enquote Merchandising Soultions, Kanpur.”
3. Objective:
The Primary Objective is to study the employees perception regarding the
current appraisal system.
The Secondary Objective was to find the appraiser response towards
Enquotism. My aim was to go through the appraiser’s to reveal the various
loopholes in the appraisal system. Basically the study was for to examine
why an appraisal system is important. And also to know the expectations of
appraiser and appraise from current Performance Appraisal system.
IX
4. Research Methodology:
Research type was descriptive. The research was done through managers &
employees. I have collected the primary data through questionnaire which
was filled by appraiser’s & appraisee’s.
Questions were both open and close ended. The secondary data was
collected from website www.enquotism.com.
Sampling done is Stratified Sampling. The type of sampling method was
Judgment Sampling.
5. Findings:
In Kanpur region there are many players of e-commerce that exist.
Awareness of Performance System of Enquotism among the appraiser as
well as appraisee is average. The performance totally depends on the
managers & employees.
6. Data Analysis:
The data analysis has done within the premises of Enquote Merchandising
Solutions. It gives idea about to improve the appraisal system of Enquotism.
It gives information regarding the employee turnover.
X
7. Conclusion:
This study was done to provide Enquote Merchandising Solutions a full
insight into the employees’ perception regarding the effectiveness of
performance appraisal system in the organization. After conducting a deep
study it was found that majority of the employees are of the view that the
company’s present appraisal system is effective as far as the present
methods used are concerned. Also the employees got benefitted through
performance appraisal, as the results are used for promotion. The employees
suggest that there should be pre-performance and post-performance
counseling mechanism to be introduced in the organization.
XI
INDEX
Table of Content Page No.
CHAPTER – 1:: INTRODUCTION
Context of the Topic 2 Need of Study 3 Statement of the problem 3
CHAPTER – 2:: INDUSTRY PROFILE
Ecommerce 5 Ecommerce in India – Its Uniqueness 6 Timeline of development of E-commerce 7 Business Application 11 Market Size & Growth 11 Characteristics in India 12 Drivers of Growth 12 The Future 13 Global Trends 14 Distribution Channels 17
CHAPTER – 3 :: COMPANY PROFILE
About Enquotism 20 Our Clientele 21 T-shirts of Enquotism 26 Enquotism Statistics 30 Policies of Enquotism 35 College Representative Program 49 SWOT Analysis 53
CHAPTER –4 :: RESEARCH METHODOLOGY
Objective of the Report 55 Scope of Project 55 Research Design 56 Sampling Plan 58 Method of Survey 60
CHAPTER – 5:: DATA ANALYSIS AND INTERPRETATION
Analysis of the Appraiser’s Questionnaire 61 Analysis of the Appraisee’s Questionnaire 74
CHAPTER – 6:: FINDINGS AND OBSERVATION
Observation Findings 88 Limitations 92 Conclusion 93 Suggestions & Recommendations 95
CHAPTER – 7 :: ANNEXURE
Bibliography And Webliography 95 Questionnaire for Appraiser’s 100 Questionnaire for Appraisee’s 103
CHAPTER – 1
INTRODUCTION
1
Context of the Topic:
The study was undertaken to know the employee’s perception
regarding the effectiveness of performance appraisal system at Enquotism
Merchandising Solutions. It consists of the systematic evaluation of
employees with respect to his/her performance on the job and potential
for development.
Perception according to Philip Kotler (1997) is the process through
which people in choosing, organizing and interpreting information in
order to form a meaningful picture of the world. According to Gibson
(1996) is the process of person perception in understanding the
environment that involves organizing and interpretation as stimuli in a
psychological experience.
The performance evaluation (performance appraisal) is a key factor
in order to develop an organization effectively and efficiently. Individual
performance appraisal is very beneficial for the growth dynamics of the
organization as a whole. Performance appraisal is “the process of
evaluating how well employees perform their jobs when compared to a
set of standards, and then communicating that information to those
employees” (Mathis and Jackson, 2000).
E-commerce in India is on a roll at the moment. Driven by a
booming retail sector, global demand and increased activity in
infrastructure development. Production capacity has gone up and top
E-commerce companies of the world are to enter the Indian market, there
by sparking off a spate of mergers and acquisitions. Indian E-commerce
is currently ranked 2nd in the world.
2
Need of Study:
The study was conducted at Enquotism Merchandising Solutions, to
understand the employee’s perception regarding the effectiveness of
performance appraisal system. The purpose of this study is to find out
how far the employees are perceived with the existing performance
appraisal provided by the Enquotism and also tries to find out if the
performance appraisal system provided is sufficient enough to improve
their performance level.
.
Statement of the Problem:
“A STUDY ON PERFORMANCE APPRAISAL SYSTEM
IN ENQUOTE MERCHANDISING SOLUTIONS”
For any organization, employees are the main party to receive more
concentration so that the business organization has a successful future.
Here the management of Enquote Merchandising Solutions suspects that
there lies some sort of defects in their performance appraisal methods
followed by the organization.
3
CHAPTER - 2
INDUSTRY PROFILE
4
INDUSTRY PROFILE
E-commerce:
Electronic commerce, commonly known as
Ecommerce or eCommerce, is trading in products or services using
computer networks, such as the Internet. Electronic commerce draws on
technologies such as mobile commerce, electronic funds transfer, supply
chain management, Internet marketing, online transaction processing
(OTP), electronic data interchange (EDI), inventory management systems,
and automated data collection systems. Modern electronic commerce
typically uses the World Wide Web for at least one part of the
transaction's life cycle, although it may also use other technologies such
as e-mail.
Electronic commerce is generally considered to be the sales aspect
of e-business. It also consists of the exchange of data to facilitate the
financing and payment aspects of business transactions. This is an
effective and efficient way of communicating within an organization and
one of the most effective and useful ways of conducting business. It is
a market entry strategy where the company may or may not have a
physical presence.
E-commerce businesses usually employ some or all of the following
practices:
• Provide Etail or "virtual storefronts" on websites with online
catalogs, sometimes gathered into a "virtual mall". 5
• Buy or sell on websites or online marketplaces.
• Gather and use demographic data through web contacts and social
media.
• Use electronic data interchange, the business-to-business exchange of
data.
• Reach prospective and established customers by E-mail or fax (for
example, with newsletters).
• Use business-to-business buying and selling.
• Provide secure business transactions.
E-commerce in India – Understanding its
uniqueness
In the first of a series of papers discussing the development of
ecommerce in India, ICICI Merchant Services and First Data offer insight
based on their deep expertise in the market to help merchants reach a
much wider base of potential customers online.
The rapid growth of e-commerce in India is being driven by
greater customer choice and improved convenience. Having a strong
business model coupled with a first class level of service is critical to
success. Before these aspects are explored, it is important to understand
the unique attributes which define e-commerce in India. Amrish Rau,
General Manager of First Data India and ICICI Merchant Services,
discusses.
India has an internet user base of over 50 million users. The
penetration of e-commerce is low compared to markets like the US and
the UK but is growing at a much faster rate with a large number of
new entrants. The industry consensus is that growth is at an inflection
point with key drivers being:
6
• Increasing broadband Internet (growing at 35% MoM) and 3G
penetration.
• Rising standards of living and a burgeoning, upwardly mobile
middle class with high disposable incomes.
• Availability of a much wider product range (including online
purchase from international retailers and direct imports) compared to
what is available at brick and mortar retailers.
• Busy lifestyles, urban traffic congestion and lack of time for offline
shopping.
• Lower prices compared to brick and mortar retail driven by
disintermediation and reduced inventory and real estate costs.
Timeline:
A timeline for the development of e-commerce:
• 1971 or 1972: The ARPANET is used to arrange a cannabis sale
between students at the Stanford Artificial Intelligence Laboratory and
the Massachusetts Institute of Technology, later described as "the
seminal act of e-commerce" in John Markoff's book What the
Dormouse Said.
• 1979: Michael Aldrich demonstrates the first online shopping system.
• 1981: Thomson Holidays UK is first business-to-business online
shopping system to be installed.
• 1982: *Minitel was introduced nationwide in France by France
Telecom and used for online ordering.
• 1983: California State Assembly holds first hearing on "electronic
commerce" in Volcano, California. Testifying are CPUC, MCI Mail,
7
Prodigy, CompuServe, Volcano Telephone, and Pacific Telesis. (Not
permitted to testify is Quantum Technology, later to become AOL.)
• 1984: Gateshead SIS/Tesco is first B2C online shopping system and
Mrs Snowball, 72, is the first online home shopper.
• 1984: In April 1984, CompuServe launches the Electronic Mall in the
USA and Canada. It is the first comprehensive electronic commerce
service.
• 1984: California becomes first US state to enact an Electronic
Commerce Act defining basic consumer rights online.
• 1990: Tim Berners-Lee writes the first web browser, WorldWideWeb,
using a NeXT computer.
• 1992: Book Stacks Unlimited in Cleveland opens a commercial sales
website (www.books.com) selling books online with credit card
processing.
• 1992: St. Martin's Press publishes J.H. Snider and Terra
Ziporyn's Future Shop: How New Technologies Will Change the
Way We Shop and What We Buy.
• 1992: Terry Brownell launches a fully graphical, iconic
navigated Bulletin board system online shopping
using RoboBOARD/FX.
• 1993: Paget Press releases edition No. 3 of the first AppStore, The
Electronic AppWrapper.
• 1994: Netscape releases the Navigator browser in October under the
code name Mozilla. Netscape 1.0 is introduced in late 1994
with SSL encryption that made transactions secure.
• 1994: Ipswitch IMail Server becomes the first software available online
for sale and immediate download via a partnership between Ipswitch,
Inc. and OpenMarket.
8
• 1994: "Ten Summoner's Tales" by Sting becomes the first secure
online purchase.
• 1995: The US National Science Foundation lifts its former strict
prohibition of commercial enterprise on the Internet.
• 1995: Thursday 27 April 1995, the purchase of a book by Paul
Stanfield, Product Manager for CompuServe UK, from W H Smith's
shop within CompuServe's UK Shopping Centre is the UK's first
national online shopping service secure transaction. The shopping
service at launch featured W H Smith, Tesco, Virgin Megastores/Our
Price, Great Universal Stores (GUS), Interflora, Dixons Retail, Past
Times, PC World (retailer) and Innovations.
• 1995: Jeff Bezos launches Amazon.com and the first commercial-free
24-hour, internet-only radio stations, Radio HK and NetRadio start
broadcasting. Dell and Cisco begin to aggressively use Internet for
commercial transactions. eBay is founded by computer
programmer Pierre Omidyar as AuctionWeb.
• 1996: IndiaMART B2B marketplace established in India.
• 1996: ECPlaza B2B marketplace established in Korea.
• 1996: Sellerdeck, formerly Actinic, the UK's first PC/LAN e-
commerce platform established.
• 1998: Electronic postal stamps can be purchased and downloaded for
printing from the Web.
• 1999: Alibaba Group is established in China. Business.com sold for
US $7.5 million to eCompanies, which was purchased in 1997 for US
$149,000. The peer-to-peer file sharing software Napster launches. ATG
Stores launches to sell decorative items for the home online.
• 2000: The dot-com bust.
• 2001: Alibaba.com achieved profitability in December 2001.
9
• 2002: eBay acquires PayPal for $1.5 billion. Niche retail
companies Wayfair and NetShops are founded with the concept of
selling products through several targeted domains, rather than a central
portal.
• 2003: Amazon.com posts first yearly profit.
• 2004: DHgate.com, China's first online b2b transaction platform, is
established, forcing other b2b sites to move away from the "yellow
pages" model.
• 2007: Business.com acquired by R.H. Donnelley for $345 million.
• 2009: Zappos.com acquired by Amazon.com for $928 million. Retail
Convergence, operator of private sale website RueLaLa.com, acquired
by GSI Commerce for $180 million, plus upto $170 million in earn-
out payments based on performance through 2012.
• 2010: Groupon reportedly rejects a $6 billion offer from Google.
Instead, the group buying websites went ahead with an IPO on 4
November 2011. It was the largest IPO since Google.
• 2011: Quidsi.com, parent company of Diapers.com, acquired
by Amazon.com for $500 million in cash plus $45 million in debt
and other obligations. GSI Commerce, a company specializing in
creating, developing and running online shopping sites for brick and
mortar businesses, acquired by eBay for $2.4 billion.
• 2013: US ecommerce and Online Retail holiday sales reach $46.5
billion, up 10 percent.
• 2014: Overstock.com processes over $1 million
in Bitcoin sales. India’s e-commerce industry is estimated to have
grown more than 30% from a year earlier to $12.6 billion in
2013. US ecommerce and Online Retail sales projected to reach $294
10
billion, an increase of 12 percent over 2013 and 9% of all retail
sales.
Business Applications:
Some common applications related to electronic commerce are:
• Document automation in supply chain and logistics,
• Domestic and international payment systems,
• Enterprise content management,
• Group buying,
• Automated online assistant,
• Newsgroups,
• Online shopping and order tracking,
• Online banking,
• Online office suites,
• Shopping cart software,
• Teleconferencing,
• Electronic tickets,
• Social networking,
• Instant messaging.
Market Size & Growth
India’s e-commerce market is worth about ` 50,000 crores in 2011.
About 80% of this is travel related (airline tickets, railway tickets, hotel
bookings, online mobile recharge etc.). Online retailing comprises about
15%. India has close to 10 million online shoppers and is growing at an
estimated 40-45% CAGR vis-a-vis a global growth rate of 8-10%.
Electronics and apparel are the biggest categories in terms of sales.
11
Characteristics of India: Some of the characteristics that define e-commerce in India are:
• Cash on Delivery as a preferred payment method. India has a
vibrant cash economy as a result of which 80% of Indian
ecommerce tends to be Cash On Delivery (COD).
• Direct imports constitute a large component of online sales.
Demand for international consumer products (including online
purchases from international retailers) is growing much faster than
in-country supply from authorized distributors. E-commerce uses
sophisticated technology and logistics to create a cross-border supply
chain that allows consumers to shop online for international
products that are delivered duty paid to their doorstep.
Drivers of Growth:
Rising incomes and a greater variety of goods and services that
can be bought over the internet is making buying online more attractive
and convenient for consumers all over the country.
We believe it’s the simplicity of the transaction processes which
will facilitate and encourage adoption of e-commerce. Hence we
continually review and reengineer our processes to make them easier and
simpler for our customers. For example, with First Data’s global
expertise we are in a position to offer multiple payment channels for our
merchants ranging from e-commerce, Interactive Voice Response, POS
terminals, e-POS and batch processing.
Building consumer confidence is key and overcoming concerns
about the risk of fraud is essential. The enhanced security measures
introduced by the Reserve Bank of India through second factor
12
authentication was an important development, making transactions safer
by reducing fraud and risk. With comprehensive security standards in
place, merchants must still be careful to choose an acquirer with a
proven track record of service reliability and transaction speed to ensure
a high level of customer service is achieved.
In addition to the assurance of increased security, consumers are
also likely to be tempted online by new and more convenient ways to
pay. ICICI Merchant Services and First Data are well positioned to
deliver those new payment tools and will work closely with the regulator
to deploy global solutions locally.
The future
Mobile commerce is the next logical step for Indian merchants.
With the growth of mobile phones and increased issuing and use of
debit and credit cards , mobile commerce will deliver strong growth over
the coming years.
Mobile technology gives us the edge over our competitors. First
Data’s mobile commerce solutions can help businesses meet the growing
demands of the mobile and social media revolution.
Social media networks such as Facebook are likely to increasingly
become channels for sales and consumer engagement. First Data already
offers a loyalty solution for the Facebook social media network as well
as mobile payments opportunities using our Trusted Service Manager
(TSM) service, which powers part of the Google Wallet which has made
headlines recently . With Google Wallet, millions of consumers will no
longer need to carry their leather wallets. This mobile application
securely stores credit cards, offers, gift cards and more on their mobile
phone. This virtual wallet is changing the face of commerce by enabling
13
customers to simply make “tap and go” payments with their mobile
devices, while increasing loyalty at merchant locations.
New and exciting developments in India will enable our merchants
to attract new tech savvy customers who are ready to use their mobile
devices for secure online transactions.
The future of e-commerce and how merchants can capitalize on
this opportunity is explored further in future papers by ICICI Merchant
Services and First Data.
Global Trends:
In 2010, the United Kingdom had the biggest e-commerce market
in the world when measured by the amount spent per capita. The Czech
Republic is the European country where ecommerce delivers the biggest
contribution to the enterprises total revenue. Almost a quarter (24%) of
the country’s total turnover is generated via the online channel.
Among emerging economies, China's e-commerce presence continues
to expand every year. With 384 million internet users, China's online
shopping sales rose to $36.6 billion in 2009 and one of the reasons
behind the huge growth has been the improved trust level for shoppers.
The Chinese retailers have been able to help consumers feel more
comfortable shopping online. China's cross-border e-commerce is also
growing rapidly. E-commerce transactions between China and other
countries increased 32% to 2.3 trillion Yuan ($375.8 billion) in 2012 and
accounted for 9.6% of China's total international trade.
Other BRIC countries are witnessing the accelerated growth of
ecommerce as well. In Russia, the total ecommerce market is projected
to total somewhere between 690 billion rubles ($23 billion) and 900
billion rubles ($30 billion) in 2015, at 2010 values. This will equal 5%
14
of total retail volume in Russia. Longer-term, the market size of Russian
e-commerce could reach $50 billion by 2020. Ecommerce players need to
understand unique insights about trust factor, online payments and
language peculiarities to penetrate the Russian market. Brazil's ecommerce
is growing quickly with retail ecommerce sales expected to grow at a
healthy double-digit pace through 2014. By 2016, eMarketer expects retail
ecommerce sales in Brazil to reach $17.3 billion. India's ecommerce
growth, on the other hand, has been slower although the country's
potential remains solid considering its surging economy, the rapid growth
of internet penetration, English language proficiency and a vast market of
1.2 billion consumers (although perhaps only 50 million access the
internet through PCs and some estimate the most active group of
ecommerce customers numbers only 2-3 million). E-commerce traffic
grew about 50% from 2011 to 2012, from 26.1 million to 37.5 million,
according to a report released by Com Score. Still much of the estimated
14 billion dollars in 2012 ecommerce was generated from travel sites.
ecommerce is also expanding across the Middle East. Having recorded
the world's fastest growth in internet usage between 2000 and 2009, the
region is home to more than 60 million internet users. Retail, travel and
gaming are the region's top ecommerce segments, in spite of difficulties
such as the lack of region-wide legal frameworks and logistical problems
in cross-border transportation. E-Commerce has become an important tool
for small and large businesses worldwide, not only to sell to customers,
but also to engage them.
In 2012, ecommerce sales topped $1 trillion for the first time in
history. Mobile devices are playing an increasing role in the mix of
ecommerce. Some estimates show that purchases made on mobile devices
will make up 25% of the market by 2017. According to Cisco Visual
15
Networking Index, in 2014 the amount of mobile devices will outnumber
the number of world population.
Multichannel Selling is also worth mentioning, when it comes to
ecommerce. As stated in E-commerce trends for 2014, multichannel
selling is relatively young but though has already managed to become a
key driver for promotion of small business companies unable to compete
with media giants in Google. The essence of it lies in equipping a few
shopping platforms like Amazon or Nextag for goods promotion.
Impact on Markets and Retailers:
Economists have theorized that e-commerce ought to lead to
intensified price competition, as it increases consumers' ability to gather
information about products and prices. Research by four economists at
the University of Chicago has found that the growth of online shopping
has also affected industry structure in two areas that have seen significant
growth in e-commerce, bookshops and travel agencies. Generally, larger
firms are able to use economies of scale and offer lower prices. The
lone exception to this pattern has been the very smallest category of
bookseller, shops with between one and four employees, which appear to
have withstood the trend.
Individual or business involved in e-commerce whether buyers or
sellers rely on Internet-based technology in order to accomplish their
transactions. E-commerce is recognized for its ability to allow business to
communicate and to form transaction anytime and anyplace. Whether an
individual is in the US or overseas, business can be conducted through
the internet. The power of e-commerce allows geophysical barriers to
disappear, making all consumers and businesses on earth potential
customers and suppliers. eBay is a good example of e-commerce business
16
individuals and businesses are able to post their items and sell them
around the Globe.
Distribution Channels:
E-commerce has grown in importance as companies have adopted
pure-click and brick-and-click channel systems. We can distinguish pure-
click and brick-and-click channel system adopted by companies.
• Pure-click or pure-play companies are those that have launched a
website without any previous existence as a firm.
• Bricks-and-clicks companies are those existing companies that have
added an online site for e-commerce.
• Click-to-brick online retailers that later open physical locations to
supplement their online efforts.
17
CHAPTER - 3
COMPANY PROFILE
18
19
COMPANY PROFILE (The Organization)
About Enquotism:
is a venture that deals in Apparels
and Merchandise. We specialize in Readymade Clothing; Event wear T
shirts and Merchandises. We aim to create a brand which would be
known as a leader in Bulk and Customized Clothing of the best quality
and standards along with empowering of the community of students;
designers and professionals by associating with them as partners and thus
inheriting the brand to the whole community for Mutual growth.
In our First year; as a Pocket money funded startup, we started
with selling Single T shirts at ebay.in; and at that time we never thought
that we would reach so early to the stage which we are in. Since then
Enquote has been associated with the clothing line from the past 2 years
as manufacturers of T shirts and other apparels and has been doing
printing Job works for various leading brands. Now with an experience
of manufacturing over 1.5 lac apparels and printing almost 4 lac meters
of cloth we are widening our horizons by entering into retail and direct
selling field under the brand name of wherein we would sell
Customized and Bulk apparels through Offline and Online mediums.
We are also proud to announce that we are one of the few brands
which have its manufacturing process from the Scratch till the Final
20
product. Also what makes us unique is that we offer all Bulk,
Readymade and Personalized clothing under one roof clubbed with
services like Designing, Specialized printing, Events and Pro Nites
management and Brand Makeover Solutions.
Our Clientele: Our Esteemed Clientele Includes:
• Institutes
• Corporate Clients
Institutes IIT Madras,
IIT Mandi,
IIT Jodhpur,
IIT Bombay,
IIT Kharagpur,
IIT Kanpur,
IIT Hyderabad,
IIT Roorkee,
IIT Guwahati,
IIT BHU,
IIT Bhubaneshwar,
IIT Gandhinagar,
IIM Kolkata,
IIM Indore,
IIM Bangalore,
IIM Lucknow,
COE Roorkee,
COE Pune,
21
COE Guindy,
NIT Agartala,
NIT Trichy,
NIT Warangal,
NIT Surathkal,
NIT Durgapur,
NIT Hamirpur,
NIT Surat,
NIT Manipur,
NIT Srinagar,
NIT Silchar,
NIT Calicut,
NIT Nagpur,
NIT Jaipur,
NIT Allahabad,
NIT Kurukshetra,
BITS Pilani,
BITS Hyderabad,
BITS Goa,
BIT Mesra,
BIET Jhansi,
XLRI Jamshedpur,
Jadavpur University,
CSJM University,
Nirma University,
Gitam University,
SRM University,
LPU, Jalandhar,
RKGIT, Gzb, 22
BBDIT, Lucknow,
IIIT Allahabad,
IIIT Jabalpur,
KIIT Bhubaneswar,
Amity, Jaipur,
Amity, Lucknow,
Anna University,
Nalsar University,
NLU, Bhopal,
NLU, Delhi,
PDPU Gandhinagar,
KGEC, Kanpur,
PSIT, Kanpur,
ISM Dhanbad,
VJTI Mumbai,
DY Patil, Nerul,
KJSCE, Mumbai,
St. Andrews, Mumbai,
Jaypee University, Guna,
NIFT Delhi,
NIFT Bombay,
GNLU, Gandhinagar,
DAIICT, Gandhinagar,
IITM Gwalior,
Christ University, Bangalore,
IISER Kolkata,
IISER Bhopal,
HBTI, Kanpur,
Miranda House, 23
Rajguru College, Delhi,
CBS, Delhi,
TEDX,
Aiesec IIT Kharagpur.
• Corporate Clients
Dell,
LnT,
Indian Airforce,
Endavor,
Teg Analytics,
Epson,
Regency Hospitals,
Goldie Beverages and Spices,
Rayrizer,
GAIL,
Tata Docomo,
INOX,
Golds Gym,
Rotary Club (Kanpur),
Bull Busters,
Chaiwalazz,
Parivartan,
Hindustan Unilever.
24
25
T-shirts of Enquotism:
• Graphic and One-Liners :
26
• Superheroes :
27
• College Wear :
28
• Football Collection :
29
Enquotism Statistics:
30
31
32
Terms & Conditions:
The Website Owner, including subsidiaries and affiliates
(“Enquotism.zepo.in” or “Enquotism” or “we” or “us” or “our”)
provides the information contained on the website or any of the pages
comprising the website (“website”) to visitors (“visitors”) (cumulatively
referred to as “you” or “your” hereinafter) subject to the terms and
conditions set out in these website terms and conditions, the privacy
policy and any other relevant terms and conditions, policies and notices
which may be applicable to a specific section or module of the website.
Terms & Conditions - sample template
Welcome to Enquotism.zepo.in. If you continue to browse and use
this website you are agreeing to comply with and be bound by the
following terms and conditions of use, which together with our privacy
policy govern Enquotism.zepo.in's relationship with you in relation to this
website.
The term 'Enquotism' ‘Enquotism.zepo.in’ or 'us' or 'we' refers to
the owner of the website whose registered office is STORE_ADDRESS.
The term 'you' refers to the user or viewer of our website.
The use of this website is subject to the following terms of use:
The content of the pages of this website is for your general
information and use only. It is subject to change without notice.
Neither we nor any third parties provide any warranty or guarantee
as to the accuracy, timeliness, performance, completeness or suitability of
the information and materials found or offered on this website for any
particular purpose. You acknowledge that such information and materials
may contain inaccuracies or errors and we expressly exclude liability for
any such inaccuracies or errors to the fullest extent permitted by law.
33
Your use of any information or materials on this website is entirely
at your own risk, for which we shall not be liable. It shall be your own
responsibility to ensure that any products, services or information
available through this website meet your specific requirements.
This website contains material which is owned by or licensed to
us. This material includes, but is not limited to, the design, layout, look,
appearance and graphics. Reproduction is prohibited other than in
accordance with the copyright notice, which forms part of these terms
and conditions.
All trademarks reproduced in this website which are not the
property of, or licensed to, the operator are acknowledged on the website.
Unauthorized use of this website may give rise to a claim for
damages and/or be a criminal offence.
From time to time this website may also include links to other
websites. These links are provided for your convenience to provide
further information. They do not signify that we endorse the website(s).
We have no responsibility for the content of the linked website(s).
You may not create a link to this website from another website or
document without [business name]'s prior written consent.
Your use of this website and any dispute arising out of such use
of the website is subject to the laws of India or other regulatory
authority.
34
Shipping & Delivery Policy:
Enquotism.zepo.in is committed to deliver your order with good
quality packaging within given time frame. We ship throughout the week,
except Sunday & Public holidays. To ensure that your order reaches you
in good condition, in the shortest span of time, we ship through reputed
courier agencies only. If there is no courier service available in your
area, we will ship your items via Government Registered Book post or
Speedpost.
How the delivery charge is calculated for multiple units?
The shipping charge is specified separately for every product. For
multiple products ordered the programme adds up the total of all
individual shipping charges. Thus, a customer who orders three products
is charged the total of all individual delivery charges associated with
each product. Thus the delivery fee is calculated separately when a
customer orders different products.
Our prices are all inclusive. All taxes are included with the list
prices except Octroi, if applicable in your region. There will be an Extra
Octroi charges for shipment to Maharashtra Region.
How long does it take for an order to arrive?
Orders are dispatched within 3 working days or as per the delivery
date specified by you at the time of placing the order. Most orders are
delivered within 7 to 8 working days. Delivery of all orders will be duly
done to the address as mentioned by you at the time of placing the
order.
35
What if I the product is received in damaged condition?
If you think, you have received the product in a bad condition or
if the packaging is tampered with or damaged before delivery, please
refuse to accept the package and return the package to the delivery
person. Also, please call our customer care at 8090724107 or email us
at [email protected] mentioning your Order ID. We will personally
ensure that a brand new replacement is issued to you with no additional
cost. Please make sure that the original product tag and packing is intact
when you send us the product back.
Privacy Policy:
This privacy policy sets out how Enquotism.zepo.in uses and
protects any information that you give Enquotism.zepo.in when you use
this website.
Enquotism.zepo.in is committed to ensuring that your privacy is
protected. Should we ask you to provide certain information by which
you can be identified when using this website, then you can be assured
that it will only be used in accordance with this privacy statement.
Enquotism.zepo.in may change this policy from time to time by
updating this page. You should check this page from time to time to
ensure that you are happy with any changes. This policy is effective
from 06/10/2012.
What we collect
We may collect the following information:
• name and date of birth,
• contact information including email address,
• demographic information such as postcode, preferences and interests,
36
• other information relevant to customer surveys and/or offers.
What we do with the information we gather
We require this information to understand your needs and provide you
with a better service, and in particular for the following reasons:
• Internal record keeping.
• We may use the information to improve our products and services.
• We may periodically send promotional emails about new products,
special offers or other information which we think you may find
interesting using the email address which you have provided.
• From time to time, we may also use your information to contact
you for market research purposes. We may contact you by email,
phone, fax or mail. We may use the information to customize the
website according to your interests.
Security
We are committed to ensuring that your information is secure. In
order to prevent unauthorized access or disclosure we have put in place
suitable physical, electronic and managerial procedures to safeguard and
secure the information we collect online.
How we use cookies
A cookie is a small file which asks permission to be placed on
your computer's hard drive. Once you agree, the file is added and the
cookie helps analyze web traffic or lets you know when you visit a
particular site. Cookies allow web applications to respond to you as an
individual. The web application can tailor its operations to your needs,
37
likes and dislikes by gathering and remembering information about your
preferences.
We use traffic log cookies to identify which pages are being used.
This helps us analyze data about webpage traffic and improve our
website in order to tailor it to customer needs. We only use this
information for statistical analysis purposes and then the data is removed
from the system.
Overall, cookies help us provide you with a better website, by
enabling us to monitor which pages you find useful and which you do
not. A cookie in no way gives us access to your computer or any
information about you, other than the data you choose to share with us.
You can choose to accept or decline cookies. Most web browsers
automatically accept cookies, but you can usually modify your browser
setting to decline cookies if you prefer. This may prevent you from
taking full advantage of the website.
Links to other websites
Our website may contain links to other websites of interest.
However, once you have used these links to leave our site, you should
note that we do not have any control over that other website. Therefore,
we cannot be responsible for the protection and privacy of any
information which you provide whilst visiting such sites and such sites
are not governed by this privacy statement. You should exercise caution
and look at the privacy statement applicable to the website in question.
Controlling your personal information
You may choose to restrict the collection or use of your personal
information in the following ways:
38
• Whenever you are asked to fill in a form on the website, look for
the box that you can click to indicate that you do not want the
information to be used by anybody for direct marketing purposes,
• If you have previously agreed to us using your personal
information for direct marketing purposes, you may change your
mind at any time by writing to or emailing us at
We will not sell, distribute or lease your personal information to
third parties unless we have your permission or are required by law to
do so. We may use your personal information to send you promotional
information about third parties which we think you may find interesting
if you tell us that you wish this to happen.
You may request details of personal information which we hold
about you under the Data Protection Act 1998. A small fee will be
payable. If you would like a copy of the information held on you please
write to STORE_ADDRESS.
If you believe that any information we are holding on you is
incorrect or incomplete, please write to or email us as soon as possible,
at the above address. We will promptly correct any information found to
be incorrect.
Contacting Us
If there are any questions regarding this privacy policy you may
contact us using the information below:
Enquotism
STORE_ADDRESS
8090724107
Disclaimer Policy:
The information contained in this website is for general information
purposes only. The information is provided by Enquotism.zepo.in and
while we endeavor to keep the information up to date and correct, we
make no representations or warranties of any kind, express or implied,
about the completeness, accuracy, reliability, suitability or availability with
respect to the website or the information, products, services, or related
graphics contained on the website for any purpose. Any reliance you
place on such information is therefore strictly at your own risk.
In no event will we be liable for any loss or damage including
without limitation, indirect or consequential loss or damage, or any loss
or damage whatsoever arising from loss of data or profits arising out of,
or in connection with, the use of this website.
Through this website you are able to link to other websites which
are not under the control of Enquotism.zepo.in. We have no control over
the nature, content and availability of those sites. The inclusion of any
links does not necessarily imply a recommendation or endorse the views
expressed within them.
Every effort is made to keep the website up and running smoothly.
However, Enquotism.zepo.in takes no responsibility for, and will not be
liable for, the website being temporarily unavailable due to technical
issues beyond our control.
Cancellation & Refund Policy:
Enquotism.zepo.in believes in & we can helping its customers as
far as possible, and has therefore a liberal cancellation policy.
40
How do I cancel an order on Enquotism.zepo.in?
If unfortunately you have to cancel an order, please do so within 24
hours of placing the order.
For outright cancellations by you:
If you cancel your order before your product has shipped, we will
refund the entire amount.
If the cancellation is after your product has shipped:
If you received the product, it will be eligible for replacement,
only in cases where there are defects found with the product.
Refund Policy:
Refunds will be made in the same form that the payment is
received within 10 working days from the date of cancellation of order.
Return Policy:
In case of complaints regarding products that come with a warranty
from manufacturers, please refer the issue to the concerned manufacturer.
Let us know & we’ll help you regarding the same.
If you think, you have received the product in a bad condition or
if the packaging is tampered with or damaged before delivery, please
refuse to accept the package and return the package to the delivery
person. Also, please call our customer care at 8090724107 or email us
at [email protected] mentioning your Order ID. We will personally
ensure that a brand new replacement is issued to you with no additional
cost. Please make sure that the original product tag and packing is intact
when you send us the product back.
41
Apart from condition reserved herein above, the following products
shall not be eligible for return or replacement, viz:
Any product that exhibits physical damage to the box or to the
product;
Any product that is returned without all original packaging and
accessories, including the retail box, manuals, cables, and all other
items originally included with the product at the time of delivery;
Any product without a valid, readable, untampered serial number,
including but not limited to products with missing, damaged,
altered, or otherwise unreadable serial number;
Any product from which the UPC (Universal Product Code) has
been removed from its original packaging.
42
Offers and Discounts:
Redeeming Offers:
Buy 1 Get 1 Free Offer.
43
Combo Offers:
44
Bulk Orders:
Enquotism.com - One Stop Destination For all Your Bulk and Readymade
Apparels Requirements
'Polo T-shirts'
' Round Neck T-shirts'
45
'Hoodies'
'Goodies & Merchandise'
46
'ProNite & Event Management'
'Tracksuits & Sports-kit'
47
'Uniforms & Corporate Wear'
'Promotional Wear' 48
Enquotism Smile! You’re at the best WordPress.com site ever
College Representative
&
Channel Partner Network.
Enquote’s College Representative and channel
Partners Network
Enquote Merchandising Solutions:
Enquote Merchandising Solutions is a venture that deals in
Apparels and Merchandise. We specialize in Readymade Clothing, Event
wear T shirts, Hoodies and Merchandises which are Customized, designed
and Manufactured for College Festivals, Events, Corporate, Our Retail
Store and Website etc.
We aim to create a brand which would be known as a leader in
Bulk and Customized Clothing of the best quality and standards along
with empowering of the community of students; designers and
professionals by associating with them as partners and thus inheriting the
brand to the whole community for Mutual growth.
49
Enquote’s College Representatives and Channel
Partners Network:
Being a brand started by youth; Enquote strives to maintain and
continue its legacy by association of young and professional crowd. So,
we have introduced a form of relationship wherein we would collaborate
with you by making you a College representative or a channel partner
for a particular zone or area or college and use your skills and
excellence in such a way which would in addition to nurturing your
talent give you certain privileges and authorities plus take our entire
community to even greater heights. Apart from getting a work
experience; freelancing brand and polishing your skills, you will also earn
handsome incentives….
What to do and for what?
Make us aware and directly assist us throughout in attainment and
execution of the bulk orders of the College fests; Symposiums;
Groups; Hostels and Departments and earn upto ` 25,000 per
assignment. Any place which can have our requirement should be
notified to us.
Spread a good word of mouth; Promote us through the social media;
Represent us in the College Activities, and make our brand viral
throughout your area and we would load you with enough moolah to
get the trendiest Smartphone in the market for devoting just 6-7
hours per week.
Your Ideas can create a spark, share your marketing and promotional
ideas with us and if your ideas really create a spark, we will make
your weekend sparkling…
50
(Optional) Design T Shirts for our Website; and if u are not a
designer then u need to trouble the designing geeks in your
college…. After all its the 15% incentive on every T shirt sold @
our website at stake.
Still hungry for more…. We have a couple of more incentives; but
we would like you to stay hungry until you complete our qualifier
form….. after which we would add both the surprises to the whole
platter….
We have enumerated what to do with our work; you
note down what will you do with your Incentives….
Wait; We are not finished; there are other benefits as
well….
Welcome letter and Visiting cards.
Gifts and Goodies from Enquote in appreciation of exceptional work;
every month.
Certificate of association and Work experience as a channel partner
and college representative.
You can be in the Advisory Panel or Marketing Team of Enquote or
we can get you internship with the leading companies; when you
graduate.
Lifetime royalty and earnings. (How???… we would tell you once
you are selected.)
Get2gathers and excursion trips of the whole community organized on
achievement of milestones
Platform for creation of a freelance Designing brand
Designing assignments followed by a handsome pay.
Being a part of a nationwide Network and Brand. 51
Still dreaming about the incentives….. wake up and fill the Qualifier
form unless the tortoise would again win the race….
http://goo.gl/bvpcs
Like our page so that we may find you easily……
http://www.facebook.com/enquotism
In case of any Doubts; feel free to contact us on
52
Analysis of Enquotism
• Excellent Product Knowledge, • Flexibility of product mix, • Technical manpower, • Constant Innovations and Developments, • Introduced Total Quality Management (TQM).
Strength
• Logistics Bottlenecks, • Baesd in tier-2 city, • Competition from tier-1 cities, • Lack of Professionalism with Suppliers, • Slow Industrial Growth and Disrupted infrastructure.
Weakness
• Unexplored sectors like Retail & Corporate Giftiing, • Export potential, • Used internet to sell its products, • Vuyers for innovative products in the market, • Exploring foreign markets.
Opportunities
• Unhealthy competitions from unorganized markets/vendors,
• Government's approach to textile industry.
Threats
53
CHAPTER - 4
RESEARCH METHODOLOGY
54
Objective of Project:
The main objective of the study can be listed as follows:
A. Primary Objective:
I. To study the employees perception regarding the effectiveness of
performance appraisal system.
B. Secondary Objective:
I. To find the expectation of appraiser and appraisee from the
performance appraisal system
II. To determine the satisfaction level of the appraisee
III. To evaluate the managerial attributes about their managers
IV. To study employee’s perception regarding the present performance
appraisal system
V. To reveal the various loopholes in the present performance appraisal
system if any
Scope of Project:
The management can identify the employee's opinion of the existing
performance appraisal system.
The study can be used to make the present appraisal system more effective
and satisfied among employees.
It could be used to identify training and development needs for the
individual and the organization as a whole.
55
RESEARCH METHDOLOGY:
The research was conducted from 23th June to 9th August,
2014. The research includes meetings with the managers and employees.
It includes preparation of the questionnaire to be answered by above
people for knowing the present position of performance appraisal system
in Enquottism. The views of the above parties were recorded in the
research as per the questionnaire set by us.
Research Approach:
The objective was to know the present position of Performance
Appraisal system in Enquotism thus in order to successfully conduct the
research the unbiased opinion of the above parties was desirable.
Research Design:
Descriptive Research is the research method used because
descriptive studies embrace a large proportion . The purpose is to provide
an accurate snapshot of some aspect of the organisation environment. As
opposed to exploratory research, descriptive research should define
questions, people surveyed, and the method of analysis prior to beginning
data collection. In other words who, what, where, when, why and how
aspects of the research should be defined.
Research Instrument:
The research instrument was the structured questionnaire formulated
for the respondents. The questionnaire was different for the appraisee’s
and for the appraiser’s there was a different set of questionnaire.
56
DATA COLLECTION TECHNIQUES:
Sources of Data:
a) Primary Data To collect primary data from Appraiser’s & Appraisee’s Questionnaire
were used. Questionnaire was prepared very carefully so that it proves to
be effective in collecting the right information.
b) Secondary Data Secondary data collected from different websites. This secondary data
formed the conceptual background for the project. This secondary data was
compared with the primary data collected in area.
Types of Questions:
The second important aspect in the designing a question is to
decide which type of question are to be used. Question can be classified
in various ways. Questionnaire contains following type information –
1. Open-ended Question
2. Dichotomous Question
3. Multiple-choice Question
Both the questionnaire consists of all three types of question. Mostly all
questions are multiple type questions. Dichotomous question are few in number.
There is only one open-ended type question.
57
Phrasing of Questions:
In questionnaire, I try to phrase the question in logical way. For
example I arrange question in sequence as personal information,
awareness data, usage data, and finally related to reason and satisfaction.
SAMPLING PLAN:
Sample Size:
The Sample Size was as follows:
SR. NO. RESPONDENTS TOTAL NO.
1. Appraiser 12
2. Appraisee 50
SAMPLING TECHNIQUE:
A Stratified Sampling technique was used. A different Stratum for
different type of respondent within every stratum the respondents was
selected as per convenience basis.
58
METHOD OF SURVEY:
Personal Interview:
It is direct form of investigation, involving face-to-face
communication with free feedback information. It offers a sense of
participation. It is more flexible form of data collection. Use of
unstructured, open-end questions is possible. Rate of refusal is low. Depth
interview is possible. Complex questions can be asked. The interview can
have questions to secure more information. Observation approach can be
combined to verify age, income, status, standard information. Visual aids
in the form of catalogues samples etc. can be used to get views,
opinions, and attitudes of responder.
QUESTIONNAIRE:
The term questionnaire usually refers to a self–administered process
whereby the respondent himself read the question and records without the
assistance of an interviewer.
ANALYTICAL TOOLS USED:
The term analysis refers to the computation of certain measures
along with searching for pattern of relationship that exists among data
group. Analysis is essential for a scientific study and for ensuring that
we have all relevant data for making contemplated comparison.
Therefore, I have used Tables, Graphs & Charts in my project.
59
CHAPTER - 5
DATA ANALYSIS &
INTERPRETATION
60
DATA ANALYSIS FOR APPRAISER 1) Purpose of Performance Appraisal System.
Answer Respondents Percentage Retain Performing Employees
1 8 % Guideline For training plan 1 8 %
Assistance in goal 2 17 % Decision on Layoff 3 25 %
Determination of promotion or transfer 2 17 %
Salary Administration and Benefits 3 25 %
Retain Performing Employees
Guideline For training plan
Assistance in goal
Decision on Layoff
Determination of promotion or transfer
Salary Administration and Benefits
0% 5% 10% 15% 20% 25%
8%
8%
17%
25%
17%
25%
Purpose of Performance Appraisal System
61
INTERPRETATION:
• Respondents were asked to rank the various options according to
their preference. (Ranking 1 being most preferred and rank 6 being
least preferred). Then scoring was done on the basis of these ranks.
1 mark allotted to rank 1, 2 marks allotted for rank 2 and so on.
Then the total score for each purpose was calculated and overall
ranking was given…..
Answer Score Overall Rank
Retain Performing Employees 1 1
Guideline For training plan 1 2
Determination of promotion or transfer 2 3
Assistance in goal 2 4 Decision on Layoff 3 5
Salary Administration and Benefits 3 6
• From table it can be see that appraiser considers “Retain
performing employees” & “Guideline for Training Plan” as two
important factors for conducting an performance appraisal.
62
2) Performance Appraisal helps you to plan your work well.
Answer No. of respondents Percentage Most Unhelpful 0 0 %
Partially Unhelpful 0 0 % Helpful 3 25 %
Partially Helpful 7 58% Most Helpful 2 17 %
INTERPRETATION:
• From results it’s clear that appraiser was asked to rate how helpful
appraisal system is, from the graph it can be seen that majority of
appraisers rated 3, 4 & 5.
• Performance Appraisal system is very helpful in planning their
work.
• Most of the appraisers are satisfied with the appraisal system.
MostUnhelpful Partially
Unhelpful HelpfulPartiallyHelpful Most
Helpful
0%
20%
40%
60%
80%
100%
0 0
3 7 2
Appraisal helps to plan your work well
63
3) Performance Appraisal System provides support from Subordinates.
Answer No. of respondents Percentage
Yes 9 75 % No 3 25 %
INTERPRETATION:
• Performance Appraisal System is very helpful in communicating the
support that appraiser needs from appraise.
• Very less appraisers complained about distribution network.
Yes 9
No 3
Support from Subordinates
YesNo
64
4) Type of Performance Appraisal System employed.
Answer No. of respondents Percentage Ranking Method 1 9 %
Paired Comparison 1 8 % Critical Method 1 8 %
MBO 2 17 % Assessment Centre 1 8 %
360 º Appraisal 6 50 %
INTERPRETATION:
• The above graph shows that the maximum (i.e. 50%) of the
employees prefer the 360º Performance Appraisal technique .
• Some appraiser’s also prefers Ranking Method, Paired comparison, Critical Method, Assessment Centre & MBO.
1 1 1
2
1
6
Appropriate Method of conducting Performance Appraisal
Ranking Method
Paired Comparison
Critical Method
MBO
Assessment Centre
360 º Appraisal
65
5) Performance Appraisal Criteria.
Answer No. of
respondents Percentage Quantitative Outcome Criteria 2 16 % Qualitative Process Criteria 8 67 % Quantitative Process Criteria 2 17 %
INTERPRETATION:
• Qualitative Process Criteria is considered as the most important
criteria for which performance appraisal programs carried out, which
shows that companies consider Quality of Product & Service,
Judgment, work attitude, Leadership, Conduct/Trait and customer
satisfaction as most important factors.
2
8
2
Performance Appraisal Criteria
QuantitativeOutcome Criteria
QualitativeProcess Criteria
QuantitativeProcess Criteria
66
6) Timing of Performance Appraisal.
Answer No. of respondents Percentage Annual 7 58 %
Half Yearly 3 25 % Quarterly 2 17 % Monthly 0 0 %
Any Time 0 0 %
INTERPRETATION:
• The above graph shows that most of the appraisers were prefer the
timing of performance appraisal system is annual.
• Few appraisers will prefer this system is of half-yearly basis and
some will be in Quarterly basis.
0
1
2
3
4
5
6
7
Annual Half Yearly Quarterly Monthly Any Time
7
3 2
Any TimeMonthlyQuarterlyHalf YearlyAnnual
Timings of Performance Appraisals
67
7) Effect of poor Performance Appraisal System.
Answer No. of respondents Percentage Demotivation 9 75 %
Retention 0 0 % Ineffective Teamwork 3 25 %
INTERPRETATION:
• The above graph shows that most of the employees get
Demotivated because of a poorly conducted performance appraisal
system.
• To some extent appraisers don’t co-ordinate with their team
members.
• Resulting in reduction of output.
9
0
3
Effect of Poor Performance Appraisal System
DemotivationRetentionIneffective Teamwork
68
8) Insight to Appraisee’s strength & weakness.
Answer No. of respondents Percentage Yes 4 33 % No 8 67 %
INTERPRETATION:
• The above graph results that performance appraisal system doesn’t
help appraiser’s in understanding the strength & weakness of
appraise.
Yes 4
No 8
Insight to Appraisee's strength & weakness
YesNo
69
9) Appraisee’s comments and suggestions taken into consideration before appraisal.
Answer No. of respondents Percentage Yes 2 12 % No 10 88 %
INTERPRETATION:
• The above graph shows that appraisee’s comments & suggestions
are not taken into consideration before Performance Appraisal.
• Performance Appraisal System is designed by the appraiser without
consulting appraise.
Yes 2
No 10
Appraisee’s comments and suggestions
YesNo
70
10) Performance Appraisal System gives a clear understanding of Appraisee’s Job.
Answer No. of respondents Percentage Yes 12 100 % No 0 0 %
INTERPRETATION:
• The above graph represents that according to appraiser there is a
clear and joint understanding of the appraisee’s job.
Yes 12
No 0
Understanding Appraisee’s Job
Yes No
71
11) Standards of Performance Appraisal is communicated to the employees beforehand.
Answer No. of respondents Percentage Yes 10 83 % No 2 17 %
INTERPRETATION:
• The above graph represents that Performance Appraisal Standards
are very well communicated to Appraisee’s before the Appraisal is
carried out.
Yes 10
No 2
Standards of Performance Appraisal
YesNo
72
12) Action upon the results of Performance Appraisal.
Answer No. of respondents Percentage
Yes 10 83 % No 2 17 %
INTERPRETATION:
• The above graph represents that companies act upon the results of
their Performance Appraisal System.
Yes 10
No 2
Action after Performance Appraisal
YesNo
73
DATA ANALYSIS FOR APPRAISEE’S
1) Expectations from Performance Appraisal System.
Answer Respondents Percentage Salary Administration and
Benefits 3 6 % Determination of promotion or
transfer 4 8 % Assistance in goal 8 16 %
Guideline For training plan 10 20 % Decision on Layoff
12 24 %
An insight into your strength & weakness 13 26 %
26%
24%
20%
16%
8% 6%
Expectations of Performance Appraisal System
An insight into your strength& weaknessGuideline For training plan
Assistance in goal
Decision on Layoff
Determination of promotionor transferSalary Administration andBenefits
74
INTERPRETATION:
• Respondents were asked to rank the various options according to
their preference. (Ranking 1 being most preferred and rank 6 being
least preferred). Then scoring was done on the basis of these ranks.
1 mark allotted to rank 1, 2 marks allotted for rank 2 and so on.
Then the total score for each purpose was calculated and overall
ranking was given…..
Answer Score Overall Rank
Salary Administration and Benefits 6 1
Determination of promotion or transfer 8 2
Assistance in goal 16 3 Guideline For training plan 20 4
An insight into your strength & weakness 24 5
Decision on Layoff 26 6
• From the above table it can be seen that employees expect “Salary
Administration and Benefits” to be in the main reason for
conducting a Performance Appraisal. “Decision to layoff” is of
least importance as per the appraise.
75
2) Awareness about responsibilities.
Answer No. of respondents Percentage Yes 43 83 % No 7 17 %
INTERPRETATION:
• The above graph shows that the majority of employees are aware
about their responsibilities.
• The appraiser have efficiently communicated to appraises all the
parameters that will be taken into account during appraisal.
Yes 43
No 7
Awareness about responsibilities
YesNo
76
3) Awareness about techniques of Performance Appraisal.
Answer No. of respondents Percentage Yes 33 66 % No 17 34 %
INTERPRETATION:
• The above graph shows that the employees are not aware about the
Performance Appraisal Techniques that are taken into account while
conducting a performance appraisal.
Yes 33
No 17
Awareness about techniques of Performance Appraisal
YesNo
77
4) Satisfaction level among appraisee’s regarding appraisal system.
Answer No. of respondents Percentage
Fully Dissatisfied 1 2 % Partially Dissatisfied 14 28 %
Satisfied 21 42 % Partially Satisfied 11 22 %
Fully Satisfied 3 6 %
INTERPRETATION:
• The above graph shows that the majority of the respondents are
satisfied.
• Only a meager 15% were dissatisfied with the Performance
Appraisal Programs.
1
14
21
11 3
Satisfaction Level of Appraisee's
Fully DissatisfiedPartially DissatisfiedSatisfiedPartially SatisfiedFully Satisfied
78
5) Perception towards the frequency of Performance Appraisal.
Answer No. of respondents Percentage
Once during the service period 1 2 %
Continuous 46 92 % Never 0 0 %
Can’t Say 3 6 %
INTERPRETATION:
• The above graph shows that the maximum (i.e. 80%) of the
employees think that the frequency of appraisal must be continuous.
• And the minimum (i.e. 0%) none of the employees feel that
Enquotism should not appraise.
0
10
20
30
40
50
Once duringthe service
period
Continuous NeverCan’t Say
1
46
0 3
Perception toward the frequency of Performance Appraisal
Once during theservice periodContinuous
Never
Can’t Say
79
6) Timing of Performance Appraisals.
Answer No. of respondents Percentage Annual 10 20 %
Half Yearly 22 44 % Quarterly 14 28 % Monthly 3 6 %
Any Time 1 2 %
INTERPRETATION:
• The above graph shows that maximum (i.e. 44%) of the employees
want to consider performance appraisal half-yearly.
• The minimum (i.e. 2%) of them want it any time.
0 5 10 15 20 25
Annual
Half Yearly
Quarterly
Monthly
Any Time
10
22
15
3
1
AnnualHalf YearlyQuarterlyMonthlyAny Time
80
7) Credibility of Appraiser affect the Performance Appraisal
System.
Answer No. of respondents Percentage Yes 18 36 % No 32 64 %
INTERPRETATION:
• The above graph shows that the employees/appraises the credibility
of the appraiser is extremely important and it has an effect on the
overall performance appraisal program.
Yes 18
No 32
Credibility of Appraiser
YesNo
81
8) Complaint channel for employees who dissatisfied with the Performance Appraisal System.
Answer No. of respondents Percentage Yes 37 74 % No 13 26 %
INTERPRETATION:
• The above graph shows that there is no proper complaint channel
existing in the organization for the employees who are dissatisfied
with the Performance Appraisal system.
Yes 37
No 13
Complaint Channel for employees
YesNo
82
9) Standards of Performance Appraisal is communicated to the employees beforehand.
Answer No. of respondents Percentage Yes 32 64 % No 18 36 %
INTERPRETATION:
• The above graph represents that there is a clearly majority among
the employees who say that the standards on the basis of which
the performance appraisal is carried out is not communicated to the
employees beforehand.
Yes 32
No 18
Standards of Performance Appraisal
YesNo
83
10) Who should do the Performance Appraisal.
Answer No. of respondents Percentage Superior 12 24 %
Peer 0 0 % Subordinate 0 0 %
Self-Appraisal 4 8 % Consultant 2 4 %
All of the Above 24 48 % Superior + Peer 8 16 %
INTERPRETATION:
• The above graph represents that the maximum employees (i.e. 48%)
want to get the appraisal through superior, self-appraisal, consultant.
• None of them want to get it done from their peers and sub-
ordinates.
0 5 10 15 20 25
Superior
Peer
Subordinate
Self-Appraisal
Consultant
All of the Above
Superior + Peer
12
0
0
4
2
24
8
Superior
Peer
Subordinate
Self-Appraisal
Consultant
All of the Above
Superior + Peer
84
11) Are the objectives of Performance Appraisal System clear to you.
Answer No. of respondents Percentage Yes 25 50 % No 25 50 %
INTERPRETATION:
• The above graph represents that the objectives for conducting
Performance Appraisal system is clear only to half of the
employees.
• Remaining half are not clear about the objective for which the
Performance Appraisal is carried out.
Yes 25
No 25
Standards of Performance Appraisal
YesNo
85
12) Comments and suggestions are to be considered.
Answer No. of respondents Percentage Yes 49 98 % No 1 2 %
INTERPRETATION:
• The above graph represents that the almost all the employees
expect that their comments & suggestions should be taken into
consideration while conducting the Performance Appraisal.
Yes 49
No 1
Comments & Suggestions to be considered
YesNo
86
CHAPTER - 6
FINDINGS &
OBSERVATION
87
OBSERVATION FINDINGS
• Appraiser’s:
It is observed that 26% of the respondents considers that puropose
of performance appraisal is “Salary Administrative and Benefit”
whereas 7% of the respondents considers that performance appraisal
is “Retainment of Performing Employees”.
58% of the respondents opinioned that they are partially helpful,
25% are helpful and 17% are of most helpful in planning your
work well.
75% of the respondents opinioned that the performance appraisal
system provide a chance to communicate the support needed by
appraiser from appraise or subordinates to perform the job well
whereas 25% are not provide support.
It is observed that 50% of the respondents considers that 360º
performance appraisal system employed in the company whereas
17% are consider the MBO (Management by Objectives), 9%
respondents are Ranking Method, 8% respondents are Paired
comparison, 8% respondents are Critical Incident and the remaining
8% respondents are Assessment centre .
67% of the respondents opinioned that performance appraisal criteria
is Qualitative Process Criteria (Quality of product or service,
Customer Satisfaction, Judgment, Work attitude, Leadership,
Conduct/Trait) whereas 17% respondents are prefer the Quantitative
Process Criteria (Efficiency, Cost/expenses, Attendance) and 16 %
will prefer Quantitative Outcome Criteria (Sales volume, sales price,
Productivity, Goal accomplished rate). 88
It is observed that 58% of the respondents considers that the timing
of appraisal is Annual whereas 25% will be Half Yearly and 17%
will be Quarterly.
It is observed that 75% of the respondents considers that a poor
performance appraisal system leads to De-motivation wheras 25%
are consider in ineffective teamwork.
33% of the respondents opinioned that appraiser give insight to
appraise regarding strength & weakness whereas 67% of the
respondents are not.
88% of the respondents opinioned that the employee’s comments
and suggestion are not taken into consideration wheras 12% are
considered that their comments & suggestions are taken into
consideration.
83% of the respondents opinioned that the standards of performance
appraisal is communicated to the employees beforehand whereas
17% are consider that there is no need to communicate.
83% of the respondents opinioned that the companies act upon the
results of their Performance Appraisal program.
It is observed that 100% of the respondents considers that
Performance Appraisal is successful in giving a clear understanding
of the appraisee’s job to both appraiser and appraise..
89
• Appraisee’s:
It is observed that 26% of the respondents expects from
performance appraisal is “An insight into strength and weakness”
whereas 6% of the respondents expects is “Salary Administrative
and Benefits”.
83% of the respondents are aware about their responsibilities
whereas 17% are not aware about their responsibilities.
75% of the respondents aware about the techniques of performance
appraisal whereas 34% are not aware.
It is observed that 42% of the respondents are satisfied with the
performance appraisal system whereas 28% are partially dissatisfied,
22% partially satisfied, 6% fully satisfied and 2% are fully
dissatisfied.
92% of the respondents opinioned that the frequency of appraisal
will be continuous whereas 6% are of can’t say and 2% are once
during the service period.
It is observed that 44% of the respondents considers that the timing
of appraisal is Half Yearly whereas 28% will be Quarterly, 20%
Annually, 6% Monthly and 2% will be of any time.
It is observed that 36% of the respondents considers that credibility
of the Appraiser affect the Performance Appraisal System whereas
64% of the respondents consider that credibility of Appraiser will
not affect Performance Appraisal System.
74% of the respondents opinioned that there is a complaint channel
for the employees who are dissatisfied with the performance
90
appraisal system whereas 26% of the respondents opinioned that
there is no such channel is required.
24% of the respondents opinioned that Superior, 0% of peers, 0%
of Subordinates, 8% of Self-appraisal, 16% of Superior + Peers and
48% of the respondents opinioned that All of the Above conducts
the Performance Appraisal.
50% of the respondents opinioned that the objective of Performance
Appraisal is clear whereas 50% are opinioned that the objective is
not clear to them.
98% of the respondents opinioned that their comments and
suggestions to be taken into consideration during appraisal whereas
2% of respondents opinioned that no such consideration is required.
64% of the respondents opinioned that the standards of performance
appraisal is communicated to the employees beforehand whereas
36% are consider that there is no need to communicate.
91
LIMITATIONS
This report had to work under several constraints and limitations. Some
of the key limitations are…..
Although all attempts were made to make this an objective study,
biases on the part of respondents might have resulted in some
subjectivity.
Though, no effort was spared to make the study most accurate and
useful, the “Sample Size” selected for the same may not be the
true representative of the Company, resulting in biased results.
This being the maiden experience of the researcher of conducting
study such as this, the possibility of better results, using deeper
statistical techniques in analyzing and interpreting data may not be
ruled out.
Respondents may not have been true in answering various questions
and may be biased to certain other questions.
The questionnaire mostly contained multiple choice questions,
therefore many respondents did not give a proper thought before up
the questions, and some even ticked things, which were not
applicable. Therefore, all this increased the bias.
92
CONCLUSION
Performance appraisal systems that model servant leadership
promote outcomes consistent with the Great Commandment principle of
loving our neighbor (in this case, a subordinate employee) as ourselves.
This is both an individual manager and a collective organizational
responsibility.
In the new millennium when the corporate world is designing
newer techniques for developing employees and retaining them, company
is no way behind and the organizational structure is such that people
works hand in hand to align the organizational goals with the individuals’
goals.
Managers must make an enduring commitment to their employee’s
development by shaping and supporting performance appraisal system
design and administration that truly benefits the employee. The principles
and techniques discussed require extensive resources and time
commitment, but they reflect another vital Kingdom principle: that we
must count the cost before we begin to build the temple. Servant leader
performance appraisal can be likened to a key spiritual discipline. It is a
task that must be approached with great humility and patience.
Evaluation of employees’ performance is helpful as to strengthen
the employees’ productivity, their promotion, transfer, training and
development needs etc. The organization has implemented the evaluation
process not only to evaluate the performance of employees but also for
their increment and promotion. The company follows a transparent
93
performance appraisal system with no personal bias because it is wholly
based on individuals’ contribution towards the organization. But there are
some loopholes in the system that should be analyzed and corrective
measures should be taken.
To sum it up, this project has provided me with opportunities to
learn different areas of the HR function and has given me stepping-stones
to climb up to reach the summit of HR at the end of my career.
94
SUGGESTIONS & RECOMMENDATIONS
The survey resulted into following SUGGESTIONS &
RECOMMENDATIONS :
Performance appraisal could be conducted by a person inside the
organization and one who is familiar with the employees.
Objective of conducting the performance appraisal could be
discussed and doubts can be clarified.
Performance appraisal could be updated regularly to match
individual and organizational goals.
Suggestion could be obtained from employees regarding framing the
performance appraisal system.
Since the performance appraisal is conducted by the outsider,
employees' suggestion during performance appraisal may not reach
the top managers. For such situations suggestion box can be
implemented and frequently reviewed.
The appraiser must be familiarized with the employee's job
responsibilities and duties before conducting performance appraisal.
Feedback on performance could be discussed through formal or
informal meetings.
This may enhance the involvement and performance of employees.
Appropriate and experienced appraiser can be appointed for
effective performance appraisal results.
95
Performance appraisal can developed in such a way to identify the
hidden talent and skills of employees.
Employees having low performance could be called individually,
encouraged and monitored closely to make improvements.
Appraisal feedback is very important in any performance appraisal
program. Could be carefully communicated by making high
performers increase their target and low performers to build up
their confidence.
96
CHAPTER – 7
ANNEXURE
97
Bibliography:
I. Dr. P. Subba Rao- Essentials of Human Resource
Management And Industrial Relations (Himalaya
Publishing House, 3rd Revised Edition)
II. K Aswathapa- Human Resource and Personnel
Management (Tata McGraw Hill, 5th Edition)
III. C. R. Kothari - Research Methodology Methods &
Techniques (New Age International Publishers, 2nd
Edition, 2004)
Webliography:
http://www.enquotism.com/
https://www.facebook.com/Enquotism
http://enquotism.wordpress.com/
http://www.startupranking.com/enquotism
http://www.snapdeal.com/brand/enquotism/men-
apparel-tshirts
http://www.twenty19.com/enquotism-com
98
http://enquotism.yspages.com/
http://www.cos.youth4work.com/Enquote-
Merchandise-Solutions/jobs/7479-Campus-
Ambassador-Enquotism-com-in-Delhi
99
Questionnaire
(Appraiser Survey)
Name : ………………………………….......................................
Address: …………………………………………………………………….
Contact No ………………………………………………
1. What do you expect from a Performance Appraisal:
(Rank the options from 1 to 6; 1 being most preferred & 6 being
least preferred)
Detail Rank
Salary Administration and Benefits
Retain Performing employees
Determination of promotion or transfer
Decision on layoff
Assistance in goal
Guideline for training plan
2. Is the Performance Appraisal helping you to plan your work well?
1 2 3 4 5
(1 = Most unhelpful; 5 = Most helpful)
3. Does the system provide you a chance to communicate the support
you need from your subordinate to perform the job well?
a) Yes b) No
100
4. Which appraisal system is being employed in the company?
a) Ranking Method b) Paired Comparison
c) Critical Incident d) MBO
e) Assessment Centre f ) 360º degree appraisal
5. Performance Appraisal criteria?
a) Quantitative outcome criteria (Sales volume, Sales price, Prdocutivity, Goal accomplished rate)
b) Qualitative process criteria (Quality of Product or service, Customer Satisfaction, Judgment, Work attitude, Leadership, Conduct/Trait)
c) Quantitative process criteria (Efficiency, Cost/expenses, Attendance)
6. Timing of Performance Appraisal?
a) Annual b) Half Yearly
c) Quarterly d) Monthly
e) Any Time
7. What do you think is the effect of poor Performance Appraisal
system?
a) De-motivation b) Retention
c) Ineffective teamwork
8. Does it give insight to appraise regarding his strength or weakness?
a) Yes b) No
9. Are employee’s comments and suggestions taken into consideration
before the appraisal?
a) Yes b) No
101
10. Is the Performance Appraisal successful in giving a clear
understanding of the appraisee’s job to both appraiser and appraise?
a) Yes b) No
11. Are the standards on the basis of which the performance appraisal
is carried out communicated to the employees beforehand?
a) Yes b) No
12. Do you act upon the results of your Performance Appraisal?
a) Yes b) No
13. Any Suggestions:-
102
Questionnaire
(Appraisee Survey)
Name: ………………………………………………
Address: …………………………………………..
Contact No.: …………………………………………
1. What do you expect from a Performance Appraisal:
(Rank the options from 1 to 6; 1 being most preferred & 6 being
least preferred)
Detail Rank
Salary Administration and Benefits
Determination of promotion or transfer
Decision on layoff
Assistance in goal
Guideline for training plan
An insight into your strengths and weakness
2. Do you know what exactly is expected from you at work?
a) Yes b) No
3. Are you aware of techniques of Performance Appraisal?
a) Yes b) No
4. Are you satisfied with the Performance Appraisal System?
1 2 3 4 5
(1 = Fully dissatisfied; 5 = Fully satisfied)
103
5. What is your perception as to the frequency of appraisal?
a) Once during the service period b) Continuous
c) Never d) Can’t Say
6. Timing of Performance Appraisal?
a) Annual b) Half Yearly
c) Quarterly d) Monthly
e) Any Time
7. Does the credibility of Appraiser affect the Performance Appraisal
System?
a) Yes b) No
8. Is there a complaint channel for the employees who are dissatisfied
with the performance appraisal system?
a) Yes b) No
9. Are the standards on the basis of which the performance appraisal is
carried out communicated to the employees beforehand?
a) Yes b) No
10. Who conducts the Performance Appraisal?
a) Superior b) Peer
c) Subordinate d) Self-appraisal
e) Consultant f ) All of the above
g) Superior + Peer
11. Are the objectives of Performance Appraisal System clear to you?
a) Yes b) No
104
12. Do you want your comments and suggestions to be taken into
consideration during appraisal?
a) Yes b) No
13. Any Suggestions about Enquotism:-
105
