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1 INDUSTRIAL BACKGROUND
India retail industry is the largest industry in India, with an employment of around 8% and contributing to over 10% of the countrys GDP. Retail industry in India is expected to rise 25% yearly being driven by strong income growth, changing lifestyles, and favorable demographic patterns. It is expected that by 2016 modern retail industry in India will be worth US$ 175-200 billion. India retail industry is one of the fastest growing industries with revenue expected in 2007 to amount US$ 320 billion and is increasing at a rate of 5% yearly. A further increase of 7-8% is expected in the industry of retail in India by growth in consumerism in urban areas, rising incomes, and a steep rise in rural consumption. It has further been predicted that the retailing industry in India will amount to US$ 21.5 billion by 2010 from the current size of US$ 7.5 billion. Shopping in India has witnessed a revolution with the change in the consumer buying behavior and the whole format of shopping also altering. Industry of retail in India which has become modern can be seen from the fact that there are multi-stored malls, huge shopping centers, and sprawling complexes which offer food, shopping, and entertainment all under the same. India retail industry is expanding itself most aggressively; as a result a great demand for real estate is being created. Indian retailers preferred means of expansion is to expand to other regions and to increase the number of their outlets in a city. It is expected that by 2010, India may have 600 new shopping centers. In the India retailing industry, food is the most dominating sector and is growing at a rate of 90% annually. The branded food industry is trying to enter the India retail industry and convert India consumers to branded food. Since at present 60% of the Indian grocery basket consists of nonbranded items. India retail industry is progressing well and for these continue retailers as well as the Indian government will have to make a combined effort. Opportunities in Indian Organized Retail Sector:The opportunities in Indian organized retail sector are many, for this sector is witnessing a boom. The retail industry in India amounted to US$ 200 billion in 2006, and out of this amount the Indian organized retail sector amounted to US$ 6.4 billion. The opportunities in India organized retail sector can be judged from the fact that by 2010 it is expected to rise to US$ 23 billion. The Indian government in 2005 allowed foreign direct investment (FDI) in single brand retail to 51%. These have opened up a lot of opportunities in India organized retail sector. In fact 325 departmental stores, 300 new malls, and 1500 supermarkets are being built which shows the tremendous opportunities in the organized retail sector in India.

Many Indian companies seeing the various opportunities in organized retail sector in India have entered it. Pantaloons have decided to increase its retail space to 30 million square feet with an investment of US$ 1 billion. Reliance Industries Limited is targeting for annual sales of US$ 25 billion by 2011. It is planning to invest US$ 6 billion in order to open 1,500 supermarkets and 1000 hypermarkets. Bharti Telecoms is planning a joint venture with Telco a global retail giant worth 750 million. Scope of the Indian Retail Market:The scope of the Indian market is immense for this sector is poised for the highest growth in the next 5 years. The Indian retail industry contributes 10% of the countries GDP and its current growth rate is 8.5%. In the Indian retail market the scope for growth can be seen from the fact that it is expected to rise to US$ 608.9 billion in 209 from US$ 395 billion in 2005. The organized retailing sector in India is only 3% and is expected to rise to 25-30% by the year 2010. There are under construction at present around 325 department stores, 300 new malls, and 1500 supermarkets. This proves that there is a tremendous scope for growth in the Indian retail market. The growth of scope in the Indian retail market is mainly due to the change in the consumers behavior. For the new generation have preference towards luxury commodities which have been due to the strong increase in income, changing lifestyle, and demography patterns which are favorable. The scope of the Indian retail market has been seen by many retail giants and that is the reason that many new players are entering the Indian retail industry. The major Indian retailers are: Pantaloons Retail India Ltd. Shoppers Stop. Bata India Ltd.

Employment Generation by Indian Organized Retail Sector:India is going through a radical economic change. Though it is in very infant stage, people can feel the climate is changing. The unorganized retailers takes the lion's share in the Indian retail sector, but the organized retailers are growing at a good pace, and promises an increase of proportion of 9 - 10% by 2010. This is to be the largest sector after the agricultural sector. The increase in the number of consumers twinned with the introduction of organized sector has brought numerous corporate investments in retail sector. The entry of super markets, enormous departmental stores, and shopping malls has encouraged the retailers to look at new business plans of expansion. An economic growth on a monumental scale is offered by the Indian retail sector, equally in the national and international market which in turn will generate a huge source of employment and a variety of options for the consumers. The Ernst & Young's report 'The Great Indian Retail Story',

anticipates that the Indian retail sector would come up with 2 million employment opportunities with in the year 2010. Benefits to the economic growth: Better quality products and services would lead to better competition. More exports bring more foreign direct investments. Organized Indian retail sector would encourage tourism. Along with the employment boom there would be a vast development in the expertise of the human resource. There would remain future scope for improvements in agriculture, small, and medium scaled with the help of the Indian retail sector.

Formats in Indian Organized Retail Sector:Formats in Indian Organized Retail Sector and its subsequent successful operation is credited to India Economic System reform earnest in July 1991. Formats in Indian Organized Retail Sector are at its nascent stage. The Central Government has ultimately realized the need to remove the insulation out of the Indian retail sector. Skeptics opine opening up Indian retail industry would jeopardize way of income for the poor small retailers. In fact, the actual story is quite heartening for the small time retailer and its vendors. It is the second fastest growing economy of the world. Potential to be the third largest economy in terms of GDP in next few years. It ranks high amongst the top 10 FDI destinations of the world. Fastest growing tourist market in Asia. World Bank states, India to be worlds second largest economy after China by the year 2050. Offers highest shop density in the whole world. Having almost 1, 20,000 shops, across the length and breadth of the country. In a nascent stage of development as an organized industry.

Role of Supply Chain in Indian Organized Retail:The role of supply chain in Indian organized retail is very significant for on it depends the growth of this sector. The Indian Supply Chain Council have been formed to explore the challenges that a retailer faces and to find possible solutions for India. The role of supply chain in the organized retail sector in India should be a shelf- centric partnership between the retailer and the manufacture for this will create supply chains that are loss free. This will also give rise to top and bottom line growth. In the organized retail sector in India the presence of fresh produce (vegetables and fruits) is very small. This is so for the nature of supply chain is very fragmented. This shows the important role of supply chain in the organized retail sector in India.

The role of supply chain in Indian organized retail has expanded over the years with the boom in this industry. The growth of the Indian retail industry to a large extent depends on supply chain, so efforts must be made by the Indian retailers to maintain this property.

1.2 GENERAL INTRODUCTION

Human resource is of paramount important for the success of any organization. It is a source of strength and aid. Human resources are the wealth of an organization which can help it in achieving its goals. Human resource management concerned with the human beings in an organization. Human resource is a resource like any other natural resources. It means that management can get and use the skill, knowledge, ability, etc. through the development of skills, tapping, and utilizing them again and again. Human resource management is that process of management which develops and manages the human elements of enterprise. DEFENITION OF HUMAN RESOURC MANAGEMENT EDWARD FLIPPO According to him HRM is the planning, organizing, directing & controlling of procurement, development, compensation, integration, maintenance & separation of human resources to the end of that individual organization & social objectives are accomplished. According to FRENCH HRM is the recruitment, selection, development, utilization of & accommodation of human resources by organization. The human resources of an organization consist of all individuals regardless of their role, who engaged in any of the organizations activities. OBJECTIVES OF HUMAN RESOURCES MANAGEMENT The primary objectives of HRM are to ensure the availability of a component to willing workforce to an organization. Beyond this, there are other objectives too specifically: HRM are four objectives are fold:1. Personal objectives 2. Functional objectives 3. Organizational objectives

4. Social objectives Personal objectives:To assist employees in achieving their personal goals, at least, in so far as there goals enhance the individual contribution to the organization. Personal objective of employees must be met if workers are to maintained retained & motivated otherwise, employee performance & satisfaction. Functional objectives:To maintain the departments contribution at a level appropriate to the organizations needs. Resources are wasted when HRM is either more or less sophisticated to suit the organizations demands. The department level of services must be tailored to fit the organization. Organizational objectives:To recognize the role of HRM in bringing about organizational effectiveness. HRM is not an end in itself. It is only a means to assist the organization with its primary objectives. Simply stated the department exists to save the rest of the organization. Societal objectives:To be ethically & socially responsible to needs & challenges of the society while minimizing the negative impact of such demands upon the organizations to use their resources for the societys benefit in ethical ways may lead to restrictions. For example, the society may limit HR decisions through laws that enforce reservation in hiring & laws that address discrimination, safety or other such areas of societal concern.

1.3 THEORETICAL LITERATURE/ FRAMEWORK:Performance Appraisal Performance Appraisal or merit rating is one of the oldest & most universal practices of management. It refers to all the formal procedures used in working organizations to evaluate the personalities, contributions & potentials of group members. Modern management makes some what less use of the term merit rating that what was common in earlier periods. In the part emphasis used to be on the evaluation of merits of an individual his worth as a person. The approach resulted in an appraisal system in which the employees merits like initiative, dependability, & personality etc, where compared with others & ranked or rated. History of Performance Appraisal:Employee appraisal techniques are used for the First World War Walter dill Scott the US army adopted for evaluating military personal. During the 1920-3- period relation wage structure for hourly paid workers were adopted in industry units. Under this system the policy of giving grades wage increments on the basis of

merit rating performance which is continued to be so called up to the mid fifties, by then most of these plans were of the rating scale type where emphasis was given to factors degrees 2 points. In early fifties however attention began to be devoted to the performance appraisal of technical professionals & managerial personal. Since then as a result of experiments to a detailed study. However the philosophy of performance appraisal has undergone tremendous changes. A change has also taken place in the terminology used. In the early fifties & mid fifties it is called as merit rating programs which was restricted to the rating of hourly paid employees & is used frequently is developing criteria for salary adjustments. Promotions, transfers etc but in this decades the price is called as performance appraisal which emphasis on the development of individuals, as & widely used to evaluate technical, professional & managerial personnel. DEFINITION OF PERFORMANCE APPRAISAL EDWIN FLIPPO According to him performance appraisal is an impartial rating of a systematic periodic & so far as humanly possible, an important and impartial rating an employees excellence in matter pertaining to his present job and potentialities for a better job. Others regard it as a process of estimating or judging the value excellence qualities or status of some object person or thing. Objectives of Performance Appraisal To improve current performance assess past performance. Identify training & development needs. Providing the organization with better people. Setting performance goals for future. To improve the morale of workers. By adopting performance appraisal organization can select a person who has done best job & made good results can be rewarded.

These are the important objectives which help for an organization can exploit employees skills capacity and knowledge. Effectively, improve personal life style & standard of living of individuals. BENEFITS OF PERFORMANCE APPRAISAL SYSTEM:The benefits of a successful appraisal scheme can be summed as follows:-

Benefits of the organization: Improves relationship between manager and staff. Improves performance through the organization due to more effective communication of the organization objectives and values. Managers who are better equipped to use their leadership skills and motivate to develop their staffs. Identification of ideas for improvement. The message is conveyed that people are valued. Training and development needs identified more clearly. A culture of continuous improvement and success can be treated and maintained. Expectations and long term views can be developed.

For the Appraiser: The opportunity to develop an interview of the individual jobs and complete departments. Identification of ideas for improvements. Increased job satisfaction. Increased sense of personal value. The opportunity to clarify expectation of the contribution the manager expects from teams and individuals. The opportunity to re- priorities targets. The means of forming a more productive relationship work staff based on mutual trust and understanding.

For the Appraise: By performance appraisal the appraise gets motivated. Increased job satisfaction. Increased sense of personal value. A clear understanding of what is expected and what needs to be done to achieve organizational goals. The opportunity to discuss work problems and how they can be overcome. The opportunity to discuss aspirations and any guidance support or training needed to fulfill these aspirations. Improve working relationship with the managers.

Importance and Purpose:PERFORMANCE APPRAISAL is important and plays significant role as it provide the basis for: TRAININIG.

DEVELOPMENT. SALARY FIXATION. JOB TRANSFER. PROMOTION. TRANSFER. a) Provide information about the performance ranks. b) Provide feedback information about the level of achievement and behavior of the subordinate. c) Provide information, which helps to counsel the subordinate. d) Provide information, to diagnose deficiency in the employee, and to prescribe the means for employee growth provides information for correcting placement.

Performance Appraisal Reward System:

Accurately and thoroughly assessing subordinate performance. For completing the forms conscientiously. For communicating their judgments to subordinates

Methods, Techniques and Tools for Appraising Performance:a) There are several methods and techniques of appraisal are available for measuring the performance of an employee the methods and scales differ for obvious reasons. b) They differ in source of traits or qualities to be appraised. c) The qualities may differ because of the different kinds of workers who are being rated. Ex:factory workers and salesman etc. d) The variations may be caused by the degree of precision attempted in an evaluation. e) They may differ because of the methods use to obtain weightings for various traits. Signification of Performance Appraisal:Performance appraisal is a systematic evaluation of personnel by superiors or others, familiar with their performance. It is described as a merit rating in which one individual is ranked as better or worse in comparison to others. Performance appraisal is expected to provide answers to many of the questions relating to management of the people in the organization. Indian companies use performance appraisal for facilitating organization planning and placement of people and for training purposes.

There are different methods of performance appraisals, which are based on two bases:a) Appraisal of employees according to traits, attributes and general behavior on the job, commonly known as traits approach. b) Appraisal of results, work and goals achieved by employees, known as appraisal by results. These two approaches are not mutually exclusive and can be used in combination.

The methods of appraisal are basically divided into two they are: Traditional method Confidential method Graphics scales Straight ranking Paired comparison Grading system Forced distribution Check list method Critical incident method Free essay method Field review Nominations Work sample tests Modern method Assessment centre Human resource accounting Behaviorally anchored rating scales Management by objectives 360 degree performance appraisal

TRADITIONAL METHODS OF PERFORMANCE APPRAISAL:It laid emphasis on the rating of the individuals personality traits such as initiative, dependability, drive, responsibility, creativity, integrity, leadership, potential, intelligence, judgment, organization ability etc. CONFIDENTIAL METHOD:In most of the government departments and public enterprises, performance appraisal is done through annual confidential reports. These reports differ from department to department and from level to level. The confidential report is written for a unit of one year and relates to the performance, ability and character of the employee during that year. GRAPHIC SCALES METHOD:The graphic rating scale is the simplest and most popular method for appraising performance. A rating scale lists traits and a range of performance values for each traits. The supervisor rates each subordinates by circling or checking the score that best describes his performance for each traits. The selection of factors to be measured n the graphic rating scales is an important point under this system. These are two types 1) Characteristics such as initiative and dependability. 2) Contributions such as quantity and quality of work.

STRAIGHT RANKING METHOD:It is the simplest and oldest method of merit-rating. Every employee is judged as a whole without distinguishing the rates from his performance. A list is then prepared for ranking the workers in order of their performance on the job so that an excellent employee is at the top and poor at the bottom. It permits comparison of all employees in any single rating group regardless of the types of work. PAIRED COMPARISON METHOD:In this method every person is compared trait-wise, with other persons one at a time, the number of times, the number of times one person is compared with others is tallied on a piece of paper. These numbers help in yielding rank others of employees. GRADING SYSTEM:In this method, certain categories of performance are defined well in advance and persons are put in particulars category depending on their traits and characteristics, such categories may be definitional like outstanding, good, average, poor, very poor, or in terms of letters like A, B, C, D etc with A indicating the best and D indicating the worst. FORCED DISTRIBUTION METHOD:It contains a series of group of statements and the rater checks how effectively the statement describes each individual beings evaluated. There may be variations in method and statement used, but the most common method of forced choice contains two statements both of which are positive and negative. CHECK LIST METHOD:A check list is a list of statements that describes the characteristics and performance of employees on the job. The rater checks to indicate whether the behavior of an employees is positive or negative to each statement. The performance of the employee is rated on the basis of numbers of positive checks.

CRITICAL INCIDENT METHOD:In this only critical incidents and behavior associate with these are taken for evaluation. Idea behind this rating is to apprise the people who can do well in critical situations because in normal situations most of the employees work a like. This is to discover the potential of employees who can be useful in critical situations.

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FREE ESSAY METHOD:Under free essay methods, the supervisor, writes a report about the employee which is based on his assessment. The supervisor continuously watches the subordinates and writes his assessment in the report. GROUP APPRAISAL:Under the group appraisal method, employees are rated by an appraisal group, consisting of their supervisor, and three or four other persons who have some knowledge of their performance. The supervisor explains to the group the nature of his subordinates duties. FIELD REVIEW METHOD:Under the field review method, an expert from the personnel department interviews line supervisors to evaluate their perspective subordinates. The expert questions the supervisor and obtains all the important information on each employee and takes notes in his note book. There is no rating form with factors or degrees, but overall ratings are obtained. NOMINATIONS:Under the nominations method, appraisers are asked to identify the exceptionally good and exceptionally poor performs, who are then singled out for special treatment. WORK SAMPLE TESTS:In this method, employees are given, from time to time, work related tests which are then evaluated. MODERN METHOD OF PERFORMANCE APPRAISAL:It place emphasis on the evaluation of work results, job achievements on personality traits. Results oriented appraisal tends to be more objective & worth while especially for counseling and development purposes.

ASSESSMENT CENTRE:This is a system or organization where various experts do assessment of several individuals by using various techniques. These techniques include role-playing, case studies. HUMAN RESOURCE ACCOUNTING:Human resources are the valuable asset of any organization. This asset can be valued in terms of money. Human Resource Accounting methods attach money values to the values of a firms internal human resource and its external customer goodwill.

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BEHAVIOURALLY ANCHORED RATING SCALES(BARS):This method combines elements of both the traditional rating scales and critical incident methods. Using BARS, job behaviors from critical incidents-effective and ineffective behaviors are described more objectively. It employs individuals who are familiar with particular job to identify its major components. Then they rank and validate specific behaviors for each of the component. MANGEMENT BY OBJECTIVES(MBO):MBO is a process by which the superior and subordinates managers of an organization jointly identify its common goals, define each individual major areas of responsibility in terms of results expected of him and use these measures for operating the unit and assessing the contribution of its member. 1.4 MCKINSEY 7-S MODEL:-

STRATEGY:It refers to the high level requirement of the project and the means to achieve them. Strategy is the determination of basic long-term goals and objectives of an organization. The course of action to attain the predetermined goals. It develops the company from its present position to the desired future position. STRUCTURE:It refers to the hierarchical order/set up in the organizational management for carrying out the project. Companies build structures for their organizations based on their strategies. There are a number of methods that the organizations can be structured. The simple strategies require simple structures

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whereas the growth strategies require flexible structures and complex strategies necessarily influence to build matrix structures. In fact, the stable strategies require a mechanistic organization and a growth strategy require an organic structure. Structure is an established pattern of relationship among the component parts of an organization. Structure is made up of three component parts viz.,complexity, formalization and centralization. SYSTEM:It includes various methods for designing, monitoring and controlling the project. These generally contain the rules of procedures for the project. These are several types of organization system. They are: 1) Functional Structure:This structure consists of various functional departments like production, marketing, finance, and human resources. Each functional department consist of those jobs in which employees perform similar jobs at different levels. 2) Product Organization Structure:Companies producing two or more than two products organize their structured based on product organization. 3) Geographic Structure:Companies operating in more than one geographic center, organize their structures based on geographic structures. 4) Matrix Organization Structure:Companies possessing dual chain of command.

5) Project Team Structure:Project teams are created to handle special kind of situations with a finite life expectancy. Companies doing project business structure their organizations based on team structure. 6) Virtual Structures:Companies which mostly outsource their business operations, structure based on virtual structure as various operators are carried out by different companies. STAFF:Staff means the employees working for a project. But for project management, it means recruitment, selection, training development and leadership of people working in the project.

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SKILL:Skill includes both management and technical skills which are essential for the project manager. It includes his personality, decision-making and leadership. STYLE:Style refers to the way a team works for a project in the organization. Leadership is practiced by its styles which may be positive or negative. The four styles are: Telling Style:This is a high task, low relationship style. It is effective when followers are at low level of maturity. Selling Style:This is a high task, high relationship style. It is effective when followers are on the low side of maturity. Participate Style:This is a low task, high relationship style. It is effective when followers are on high side of maturity. Delegation Style:This is a low task, low relationship style. It is effective when followers are at a very high level of maturity. SHARED VALUES:These are the individual/groups that are interested in the project outcome. These include manager, employees and shared holders. The value widely shared by managers and employees are the core of the corporate structure. Fits with strategy should be created internally regarding structure, organizational skills and distinctive competence, budgets, support system, rewards and incentives, policies and procedures and culture.

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1.5 CURRENT ISSUES: Retailing is the most active and attractive sector of last decade. While the retailing industry itself has been present since ages in our country, it is only the recent past that it has witnessed so much dynamism. The emergence of retailing in India has more to do with the increased purchasing power of buyers, especially post-liberalization, increase in product variety, and increase in economies of scale, with the aid of modern supply and distributions solution. Indian retailing today is at an interesting crossroads. The retail sales are at the highest point in history and new technologies are improving retail productivity. Though there are many opportunities to start a new retail business, retailer are facing numerous challenges.

FUTURE PLANS:The company will be rolling out E3 to its other retail formats namely Crossword and Shoppers Stop. The I-scan technology is being leveraged for fresh applications at Shoppers Stop. On the heels of a successful deployment of this technology at Hyper CITY, the company is exploring other technologies from Symbol Technologies.

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2.1 TITLE OF THE STUDY

A STUDY ON THE EFFECTIVENESS OF PERFORMANCE APPRAISAL & REWARD SYSTEM PRACTISED in SHOPPERS STOP LTD. Bangalore.

2.2 STATEMENT OF THE PROBLEM

A sound performance appraisal system should result in employees development and in achieving organization objective. An appraisal system should be beneficial for both the employees and employers. The organization has to grow along with that the employees also should grow .This will happen only when there is a proper appraisal system and there is proper communication between the employees and employers regarding their performance and if they have proper measures to improve the employees performance. This leads to number of questions which needs convincing answers. Some of the questions are as follows:a) b) c) d) e) f) Does the organization perform performance appraisal? Is it beneficial for their employees and employers? Do the employees and employers consider the appraisal for their future improvement? Does the organization have 360 degree performance appraisal system? Does the performance appraisal system boost up the morale of the employees? Does this act as a motivation tool to improve the employees performance?

These are the questions, which need convincing answers to the problem connected with performance appraisal system.

2.3 OBJECTIVES OF THE STUDY

The study was done with the following objectives: Awareness among employees regarding the existing performance appraisal system. To examine the present performance appraisal system of the organization. To study the opinions of the employees towards the existing performance appraisal system in the organization. To study that whether this performance appraisal system is beneficial to employees or not.

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2.4 SCOPE OF THE STUDY

The scope of the study is restricted to SHOPPERS STOP LTD., Bangalore and its performance appraisal system. As performance appraisal is a component so this forms a gap in the study. This gap becomes a direction to undertaken a study on performance management in the organization.

Duration of the project:I have done my project in SHOPPERSS STOP LTD. Bannerghatta Road, Bangalore for two months.

2.5 NEED AND PURPOSE OF THE STUDY

From company perspective, know the level of understanding among its employees regarding performance appraisal system. Effectiveness of the existing Performance appraisal system. To improve the existing Performance appraisal system. From management perspective employees are satisfied to the managements rule and regulation. The angle of employees the study gives a platform for the employees to give in their view point with regard to current appraisal system practiced by the organization, at the same time to put forward there view point as to how to make the appraisal system human friendly or employee friendly. Employees with respects to the performance appraisal of their employees. It enables the company to attract, retain and motivate competent employees. From the other organization perspective employees and employers do their work in friendly way. From the angle of other organization the study helps them to know the importance of conducting such research in order to evaluate their own system and the necessity to have appraisal system. For the outside researcher the study will act as a basis for carrying out further research in same field, thus the need for the study.

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 RESEARCH:Research is a scientific and systematic search for pertinent information on a specific concept or fact. Thus, research is a systematic process of answering the questions about events or phenomenon through the application of scientific methods. It is an original contribution to the existing stock of knowledge making for its advancement. Research is an act of objective, impartial, empirical and logical analysis and recording of controlled observations, principles or theories.

3.1 RESEARCH METHODOLOGY

The purpose of the study is to understand the effectiveness of the performance appraisal & reward system practiced in SHOPPERS STOP LTD. The study was descriptive in nature. The methodology evolves from the objectives of the project and involves collecting primary data. The outcome of this discussion and study is put in, point-to-point basis, which has been converted into questions. These questions, which likely to emerge, were serially laid out to from a questionnaire. At this level of study the respondents were drawn randomly from the organization keeping in view of the following aspects. a) b) c) d) Experience. Knowledge on the appraisal. Intake pattern of the company. Department.

This team was provided with the questionnaire which was simple to understand and easy to answer. After the individual answers to the questionnaire the answers collected were analyzed. This analysis leads to the answer which were analyzed to find out the short comings of the existing system and to suggest best methods and ways in which the performance can be done in the organization.

3.2 RESEARCH DESIGN

A research design is the conceptual structure within which the research would be conducted. It informs what, where, when, how much, by what means a research study is to be conducted. According to C. Selltic and others (1962,p-50) A research design is the arrangement of conditions for collection and analysis of data in a manner that aims to combine relevance to the research purpose with economy in procedures.

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Types of Research Designs:a) Exploratory Research Designs:Exploratory research is to formulate a problem for more precise investigation or to develop the working hypothesis from an operational point of view. These studies emphasizes on the discovery of ideas and insight. b) Descriptive and Diagnostic Research Designs:Descriptive Research:Those studies which are concerned with study of present status or characteristics of a particular individual or group is called descriptive research. Diagnostic Research:Those research studies which determine the frequency with which something occurs or its association with something is called diagnostic research. c) Hypothesis-testing Research Designs:Hypothesis-testing Research Designs studies are commonly known as experimental research study. It is a method or procedure involving the control or manipulation of conditions for the purpose of studying the relative effectiveness of various treatments applied to members of different sample.

3.3 DESIGN OF THE STUDY

One of the complex and controversial human resource techniques is performance appraisal. Genuine performance appraisal participation is a process that can alleviate many of the dysfunctions of traditional performance. The company having better performance appraisal system feels that they can appraise employees performance, to identify changes in the organization which would enable individuals to improve their performance. The main criteria are whether the system contributes to the accomplishment of the organizational objectives; if it does it is a good system to the organization and to the employees.

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3.4 RESEARCH DESIGN OF THE STUDY

The Research Methodology used is based on descriptive research techniques as the research involves gathering and presenting the statement of fact through interview schedule method.

DATA COLLECTION:Data collection is one of the important step in the research process. The validity of the research depends upon accuracy of the data collected.

3.5 TECHNIQUES OF DATA COLLECTION

The sample chosen for the study are the SHOPPERSS STOP LTD. employees and management both. The criteria for the selection of sample employees and management number of years of experience, knowledge on the appraisal etc.

3.6 SOURCES OF DATA

In this study primary as well as secondary data is being used. Primary data is collected with the help of questionnaire while the secondary data from companies Brochures, business magazine, reference book, journals, and articles were extracted to provide a valuable and vital input in the study, so as to drawn proper results. Data given below with two types:a) Primary b) Secondary PRIMARY:It involves data, which has directly obtained through interviews. They are usually up to date, as the analysis system immediately after obtaining primary data is collected with two types of methods. Observation method Survey method

Here survey method has been followed for the collection of primary data. In this method questioning is a process of data collection. There are 3 types of questioning1) Personal interview 2) Telephone interview 3) Mail survey

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The researcher has followed personal interview type of questioning.

SECONDARY:It is data that are collected from various sources, are government publication, statistical organization and company records. This data is cheaper and almost easily available than primary data.

It has following advantagesI. II. The information is usually accurate it is published one. It is easily available from company records and brochure.

It has the following disadvantagesI. II. The data may be out dated. May not have present information.

3.7 SAMPLING
All items about which inquiry is made are known as population or universe. When it is possible to collect data from the whole population we do it. It is called as a census study. But sometimes the population or universe is so large that it is not possible to collect data from, entire population. Sometimes it is also foolish to collect data from the whole population as it cam be possible to obtain accurate results by studying only a part of the population. This is possible by Sampling. This process of sampling involves four distinctive steps such as:i. ii. iii. iv. Defining the population. Listing the population. Selecting representative sample. Obtaining an adequate sample.

The sampling methods can be classified in to two broad categories such as:a. Non probability sampling. b. Probability sampling. Non probability sampling:-

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It is that sampling procedure which does not afford any basis for estimating the probability that each item in the population has, of being included in the sample. Probability sampling:It is that sampling where all the units of a population have an equal chance or fixed chance of being selected as sample. The major techniques of probability sampling are-sample random sampling, stratified sampling, cluster sampling, systematic sampling, area multistage sampling & sequential sampling. 1) Sample Size: - A part of the respondents, which is selected for obtaining the necessary information. Survey was done in COMMERCE@MANTRI, GROUND FLOOR, N.S. PALYA, BANNERGHATTA ROAD, BANGALORE56007. In this case 60 numbers 50 employees and 10 management were contracted and response drawn. 2) Sample Unit: - A sampling unit is the basic unit containing the elements of the respondents to be sampled. It refers to individuals who are to be surveyed in the study it is the employee and management who are working in Shoppers Stop Limited, Bannerghatta Road, Bangalore. 3) Sampling method: - It is the way the sample units are to be selected. 4) Non probability sampling: - Is one in which chance selection procedures are not used. 5) Sampling Technique: - It is the way in which the samples are selected. 6) Convenience Sampling: - Is one in which the only criterion for selecting the sampling units is the convenience of the sampler.

3.9 TOOLS FOR COLLECTION OF DATA

Structured Questionnaire consisting of both open ended and closed ended for the management of the Shopperss Stop ltd.. Structured Questionnaire consisting of closed ended for the employees of the Shopperss Stop ltd..

3.10 REFERENCE PERIOD

The reference period for conducting this study was from 5TH FEBRAURY to 15TH MARCH.

3.11 AREA OF THE STUDY

The study was conducted on employees and managements of Commerce @ Mantri, N.S Palya, Bannerghatta Road, Bangalore. India

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3.12 LIMITATION OF THE STUDY

The limitation of the performance appraisal is given below: As the study is limited to only one case organization, the findings of the study cannot be generalized over large number of organization. The second limitation is the restriction of time, but due care has been taken to cope up with the above limitation. The data has been collected from the employees as well as management. So, the facts/information provided by them may be based on approximation.

3.13 CHAPTER SCHEME

CHAPTER 1:- Provides a brief insight into the industry background, general introduction, the theoretical background of the study and current issue of Shoppers Stop. CHAPTER 2:- Includes the statement of the problem, objectives of the study, scope of study and need or purpose of the study. CHAPTER 3:- Study on the topic of research design, source of data, sampling, limitation and plan of analysis. CHAPTER 4:-Provides information related to the origin of the organization and present status of the organization and briefs growth and development of the organization its future prospects, the structure and functioning departments in the organization, customers of the organization. CHAPTER 5:-Provides the classification and tabulation of collected data, its analysis an intrepretation. CHAPTER 6:- Provides a summary of the findings. CHAPTER 7:-Provides a conclusion and recommendation of the research.

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4.1 COMPANY PROFILE

This Company Profile will assists individual investors, managers and companies in evaluating opportunities, trends, market innovations, and selecting appropriate information solutions in order to make effective decisions. The report has been made after extensive research using the data available from reliable publications, trade association and the companies sources. The report elaborates on the companys business structure and operations, products and services. The report include strategic analysis that intends to aid investors to find better prospects with the company and gain an insight into the corporate policies. Report Highlights:a. Provides a snapshot version of the companys performance. b. It offers key company data and analysis vis--vis to the major industry players. This information is vital from the point of estimating business strategies of the company and facilitate in decision-making process for the investors. c. Tracks major M&A trends and developments undertaken in the current fiscal year to get a better understanding of companys growth strategies. d. The report identifies and analyzes the companys strength and weaknesses to come up with the possible opportunities for the company. e. The report comments on the companys outlook for the forthcoming periods on the strategic point of views. f. Supplemented with graphs and tabular information on the key industry players, overall financial and market performances, list of products and services, and companys share performances.

4.2 SHOPPERS STOP LIMITED POLICY AND OBJECTIVES

Mission:NOTHING BUT THE BEST We Will Provide The BEST Value In Terms Of Products and Services, And Adopt BEST Process For Stakeholder, Without Compromise, Thereby Matching Global Standards Of Performance

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Vision:To Be Global Retailer In India and Maintain Its No.1 Position In The Indian Market In The Department Store Category Service Vision Statement:ITS MAGICAL, ITS COMFORTABLE, ITS MY STORE We Will Create An Environment Which Is Unique And Enjoyable For The Customer and Employee. We Will Ensure That Each Stakeholder Feels A Sense 0f Involvement, Satisfaction and Commitment To The Organization, As If It Were His/Her Own. Values:a) We will not take what is not ours We will strive to create systems and a culture that ensures Integrity at all levels of the organization. b) The obligation to disset We will provide a workspace that offers freedom and security to express a point of view on a decision or action perceived to be incorrect or detrimental to the best interests of any Stakeholder. c) We will have an environment conducive to openness We will have an environment enabling transparency in Communication intent and actions, thereby building trust of Customer, employees, shareholders and business associates. d) We will have an environment for innovation We will encourage and foster an environment supportive to new ideas, thereby creating progress and momentum for change in the right direction.

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e) We will have an environment for development We will recognize and support the individuals need for growth through constant input, direction and opportunities with respect to both employees and business associate. f) We will have a willingness to apologize and forgive We will create an environment that is development rather than punitive by building accountability and responsibility for our actions and a willingness to acknowledge and learn from mistakes. g) We will respect our customers rights We will at all times, be focused on understanding and then fulfilling the expectations of the customer. By definition, the Customer is anyone who interacts with us, i.e. customer, supplier, owner, employee, shareholder and business associate. h) We will create an environment of trust We will continually create systems and structures, and encourage behavior that allows people to trust each other. i) We will be fair We will at all times, treat employees, customers and business associates equally and impartially. j) We will be socially responsible W e will at all times, as individuals and as an organization, ensure that the effects of our actions on society are beneficial or not detrimental.

4.3 INCEPTION OF SHOPPERS STOP LIMITED

Shoppers Stop Ltd. Was formed in 1991 by the K.Raheja corporation group of companies, one of the largest players in the country in the business of real estate development and hospitality. SSL is promoted by K.Raheja corporation (C.L.Raheja Group). Founded in 1956, the group has successfully ventured into the area of Real Estate, Hospitality and Retailing. The Retail business is professionally managed with directional inputs from the family.

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Today, Shoppers Stop has acquired the status of a pioneer in organized retailing in the country. It has a very strong national presence and is also well connected with International Retail scene. It is the only department store chain in India to be a member of IGDS, International Group of Department Stores where only the best store of each country gets an opportunity to be a privileged member. Shoppers Stop plan to become a 49 store company by 2010, with a total retail selling space of over 3.6 million square feet.

4.4 THE SHOPPERS STOP CHRONICLE:October 1991: Shoppers Stop is launched as a Mens ready-to-wear garment store in Andheri, Mumbai. March 1992: 27th March 22, 1992 saw the addition of Shirtings, Suiting, & Boys section. December 1992: On 13th December 1992 we started catering to the ladies merchandise. In order to cater to the yuppie crowd, we also added the casual merchandise section. May 1993: A separate division for children was started on the third floor with merchandise for girls, boys and infants. July 1993: Catering till now to only garments, we realized the potential for accessories and added a section on jewellers, cosmetics & watches. August 1993: Institutional sales a new concept of selling was ushered in. This involves taking up bulk orders from customers who were not the end users i.e. sales to corporate clients, sale of gift hampers and gift vouchers, dress kits etc. September 1993: We introduce our first Retail Management Trainee program, an in-house management program where we selected graduates on the basis of written entrance exam. The candidates were then imparted intensive training for one year, after which they were confirmed either as Supervisors or Assistant Merchandisers. December 1993: We co-hosted a carnival with all four Disney characters; Mickey, Mini, Donald and Goofy in their first joint appearance in India. The event attracted about 31,000 customer. April 1994: 3rd April 1994 saw the launch of our in-house brand of merchandise STOP. April 1994: In response to the ever-growing customer base, we decided to establish a longstanding and mutually beneficial relationship with our customers through The First Citizens Club a member of this club, by virtue privileges and benefits. The First Citizen program today has more than 7 lakh members. December 1994: We entered business schools and recruited our first batch of Management Trainees. Today we recruit a minimum of 20 students per year from colleges all over India.

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October 1995: The second store of Shoppers Stop with an area of 38,000 sq.ft was opened in Bangalore. September 1996: The Festival of Britain, in collaboration with the British High Commission was celebrated in both the Bombay and Bangalore stores for a period of over 21 days spread over the months of September & October. August 1997: Parikrama (a Sanskrit word meaning undertaking a complete circle of sacred objects) was launched. In Shoppers Stop, this is an annual event which celebrates Indian traditions and culture. May 1998: Shoppers Stop made its entry into the land of the Nawabs Hyderabad; and true of the style of the land, it opened with an area of 72,000 sq.ft. June 1998: In June 1998 we were awarded the prestigious IGDS membership. It was turn of technology next. ERP( Enterprise Resource Planning) package J.D.Armstrong was launched. December 1998: The Corporate Office of Shoppers Stop shifted from the Retail Store premises to MIDC, Andheri (East) September 1999: The smallest store of Shoppers Stop Ltd. Of 19,000 sq.ft. was opened in Jaipur. It was inaugurated by a Grammy award winner Pt. Vishwa Mohan Bhatt. Emphasis was given on new look to make it look better, unmarried, stylish, modern & bigger in size, since the carpet area available was very less. November 1999: From Jaipur we went to the capital city Delhi where we opened our next unit of 50,000 sq.ft. at the Ansal Plaza Mall. March 2000: Oracle Financial was brought in and implemented across the country. April 2000: CROSSWORD the renowned retail chain of bookstores became part of Shoppers Stop Ltd. August 2000: We opened the 6th Store in our chain at Chennai. December 2000: Mumbai got a new landmark as we opened our stores at Chembur. January 2001: The Corporate Office was shifted from MIDC to Malad (West) May 2001: We opened a new store at Pune on May 20th 2001. A Kargil hero honored us by cutting the ribbon.

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October 2001: The event 7 Wonders was launched. A promotion where lucky draw winner were flown to the 7 wonders of the world. This event saw look-alikes of famous personalities walking t of cities and our stores depicting the look of 7 wonders of the world. October 2001: Also saw the launched of Ramco Human Resources Information System, an ERP which automates all the HR activities. November 2001: We undertake a B2B initiative providing necessary information to our suppliers such as stocks and sales related to their merchandise. Our corporate website www.shopperstop.com also complemented this initiative. Through this website all our First Citizen members can view their loyalty card point statements. December 2001: We opened at Bandra, an up market location in Mumbai. It has the most remarkable features of being the first stores to not have any show windows. November 2002: Kandivli the 4th store in Mumbai city opened as the first store in the history of the company with wireless POS machines. January 2003: The 11th store in the chain was opened at Gurgoan with an area of 27,000 sq.ft March 2003: We ventured into Kolkata, the capital of West Bengal, the land of the intellectuals and set up our first store on Elgin Road. April 2003: We opened the 13th store in the chain and the 5th store in Mumbai at Mulund. February 2004: We opened the 14th store in the chain and the 6th store in Mumbai at In orbit Mall, Malad. June 2004: Kolkata got a 2nd store at Salt Lake; the 15th in our chain. The size of the store is 42,065 sq.ft. The design and fixtures are very contemporary. Every department is color coded. There is a clear departure from wooden fixtures to metal. The new look and feel is very international. October 2004: We opened our 16th store in the chain and 2nd one in Bangalore at Bannerghatta Road. April 2005: Punes up market M.G.Road saw the addition of a 2nd store in Pune. May 2005: Juhu got a new landmark with the 7th store in Mumbai being opened near the main hub of Juhu, the famous Iskcon Temple. The store is spread over 3 levels and measures about 55,000sq.ft. The faade is a combination of a glass curtain and alucobond panels that highlights the window displays and graphic panels. The presentation concept of the interiors is minimalistic and contemporary which is achieved with use of light colors, brushed steel and glass.

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June 2005: We opened out 20th store in the chain at Shipra Ghaziabad. It is strategically located to cater to residents of Noida, Ghaziabad and East Delhi. The store measures approximately 39,000 sq.ft. (Carpet Area) and is spread over two floors. The faade is in a classical style with a combination of arches & minarets. July 2005: Indias First ever M.A.C. was store launched at Shoppers Stop, Juhu. M.A.C (Market Art Cosmetics), globally the professional artists brand of choice for fashion, film, TV, theatre, music and photography, is the first brand under the Estee Lauder portfolio to enter the Indian retail market. It has broad line of colour cosmetics, makeup tools, skin care, foundations, and accessories targeting professional makeup artist and fashion forward consumers. December 2005: Our 1st specially home store Home Stop was opened in Bangalore with great fanfare. The vision behind Home Stop is Create your Home with us. The store takes care of making your Home from a House. It is a one stop solution for all your Home needs. March 2006: Launch of BRIO at Bangalore. BRIO offers a stylish, new world of gourmet coffee, specialty tea and delectable European bistro fare which promises to offer something which promises to offer something which all the coffee connoisseurs across the country have never experienced before. April 2006: Launch of mother care at the Juhu & Bandra Stores. mother care is the leading specialist retailer for mothers-to-be and parents of young children, offering the widest range of clothing, hardware and toys for the pre-school child, in the UK and internationally. May 2006: Launch of Hyper CITY at Mumbai. We made a foray into food and general merchandise retailing through Hyper CITY, our 124,000 sq.ft. hypermarket. The product offering includes fresh fruits and vegetables, groceries, apparels, electronic appliances etc all under one roof. July 2006: Shoppers Stop Limited is appointed as Master Franchisee of Crossword Bookstores Limited for conducting the business of retail book stores (Crossword Owned Stores) wherever permissible and excluding stores which are operated by Crosswords existing franchisees. September 2006: Launch of the second Home Stop at Malad, Mumbai. The store approximately 49,000 sq.ft. on a single floor with displays of bedrooms, living rooms, a modular kitchen and a centre podium to exhibit lifestyle displays in a live atmosphere. The store has an array of brands in kitchenware and bed linen from India and abroad. December 2006: Launch of our first store in the city of Nawabs, Luknow.Measuring approximately 53,000 sq.ft. and spread over three floors, it is the anchor store of the E-City Fun Republic Mall at Gomi Nagar. January 2007: Shoppers Stop Limited forays into airport retailing through a joint venture with The Nuance Group AG of Switzerland, which is the worlds leading airport retailer. The company has bagged concessions for retail operations at the Terminal IB Departure of the

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Mumbai Domestic Airport and the Greenfield Bangalore International Airport for both domestic and international terminals. February 2007: Shoppers Stop Ltd. And Hyper CITY Retail India Pvt. Ltd. Sign a Memorandum of Understanding to enter into a franchise arrangement for the ARGOS formats of catalogue and internet retailing, with Home Retail Group. Home Retail Group is UKs leading home and general merchandise retailer with sales of over 5.5 billion in the last financial year. April 2007: We opened our first store in Noida at The Great India Place mall. This is Shoppers Stops fourth stire in NCR. Spread over 54,000 sq.ft. of retail space, the look and feel of the store is refreshing. July 2007: We opened our twenty-second store of Shoppers Stop in the country and the second store in Delhi at Raja Garden. This new Shoppers Stop store is the largest departure store in the country with a retail area of 1.35 lakh sq.ft. and houses an overwhelming range of premium international and national brands.

4.5 7S MODEL OF SHOPPERS STOP LIMITED

1.STRATEGY:SHOPPERS' Stop has been expanding its footprint even as it has started to experiment with different retail formats. Mr B. S. Nagesh, the Managing Director and Chief Executive Officer of the company has been at the forefront of its initiatives. Having spent close to 15 years with the group, he has acquired a rich experience in retailing that is matched by few in the Indian context. In a discussion with Business Line, he shared his on the hot topic of FDI in retail presented on Page 6. Here we provide experts of his views on other aspects of the rapidly growing industry as well as the business strategy of Shoppers' Stop. 1) We have pioneered the departmental store format and are now branching out to Hypercity and, of course, have Crossword. Will department stores remain a major driver of revenues. 2) We are expanding into Tier-2 cities as well. Will this expansion be mainly via malls or on a standalone basis. 3) Is a there pressure for quality space, especially Tier-2 cities. There is no pressure for space in this country. But in retail, location is always important. More important than location is the right kind of retail environment. It is very difficult today for anyone to declare that this is the best location. 4) Malls tend to have lower conversion rate (visitors who turn customers). Does increased footfall offset the lower conversion? Yes, they do and we have to look at lower conversions in a positive way.

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5) And it wears you down to walk all that distance. Retailers would make more seating arrangements in their malls. 6) Shop, till you drop, then... No, shop in our shop and drop in the competitor's shop. So we would have to encourage our competitors to have a lot of seating area 2.STRUCTURE:CCA & Managing Director

CCA & Chief Executive OfficerShoppers Stop

CCA Executive Officer-Hyper city

CCA & Chief Financial Officer

CCA & Vice President-ECommerce & Corporate Planning CCA & Chief Technology Officer.

CCA & Chief People Officer

CCA & Chief Executive Officer

CCA & Director B & M

CCA & Chief of Operation

CCA & Business Head Home Director

CCA & Vice President Marketing and Communication

CCA & Head Human Resources

CCA & Senior General ManagerFinance & Accounts

CCA & Senior General ManagerProjects

CCA & General Manager Distribution and Logistics

CCA & General ManagerTechnology 32

The chain of stores, the first of its kind in India, was running a dated IT infrastructure. Its affiliate retail bookstore Crossword was running close to a dozen disparate applications, from accounting to inventory management. The challenge for Krishnan was not only to deal with the legacy infrastructure but also gird up for the big leap ahead in terms of scale and size. 3.SYSTEM:Shoppers Stop deployed various technologies for the roll-out of Hyper CITY, a one-of-its-kind hypermarket. From a technology standpoint, the challenge was to deploy technologies that had never been used in India before. Further, the company wanted to have common applications across all retail formats. Hyper CITY was a completely new retail format that the Shoppers Stop group had embarked on in order to diversify and capitalize the immense retail potential for hypermarkets. The group started selecting the technologies for this venture around August 2004. The technology selection involved acquiring several pieces of software and hardware. Shoppers Stop having been successful in lifestyle and books retail formats, subsequently decided to branch out into the hypermarket format. The initiative was challenging in itself because the use of state of the art technology was never used in the Indian Retailing segment before. Some of our biggest challenges involved sourcing this technology and building it in India. This has never been done before in India, hence, we had to develop the entire solution on our own. 4.STYLE:A step up the evolutionary ladder from franchised coffee bars, Brio has been designed to be a warm & friendly Oasis a place where you can relax, revive and reflect. Brios beverage selection has something to please all. Using a coffee blend created and roasted exclusively for Brio results in a range of coffee beverages that are perfect suited for the Indian palatte. Coffees like Macadamia Mochaccino and Choco Caramel Latte, a unique range of frozen & iced cappuccinos, and innovative shakes like the Strawberry Cheesecake Shake are favourites amongst Brios regulars. Brios food menu features a sinful array of hand-sculpted desserts, cookies, brownies, muffins, croissants and savoury puffs baked fresh and served hot from the oven. For something more substantial, there is an excellent selection of freshly-made sandwiches. For the gourmand, there is the excellent Oven-Roasted Vegetable Foccaccia or for one looking for a taste closer to home, they make a superb Mumbai Masala Sandwich If you are someone who enjoys style, comfort and excellent food, Brio, the Caf Bistro is the place for you. 5.STAFF:Krishnan is more or less satisfied with the changes that he has brought into the retail industry at large. In the past two or more years, over 100 new technologies have been implemented at Shoppers Stop and its affiliate retail outlets. "The best thing is we have had a 100 per cent success rate, unheard of in this vertical," he says and his fingers reach out to touch the wooden wall at the back, "touchwood," he smiles. As of now, there are over 20 Shopper Stop outlets in India, over 60 Crossword bookstores, and the company has intentions of setting over 55 Hyper city malls in India.

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6.SKILLS:The foundation of Shoppers' Stop was laid on October 27, 1991 by the K. Raheja Corp. group of companies. Being amongst India's biggest hospitality and real estate players, the Group crossed yet another milestone with its lifestyle venture Shoppers' Stop. From its inception, Shoppers' Stop has progressed from being a single brand shop to becoming a Fashion & Lifestyle store for the family. Today, Shoppers' Stop is a household name, known for its superior quality products, services and above all, for providing a complete shopping experience. We have 20 company owned stores scattered across 9 nine cities in India 7.SHARED VALUES:Shoppers Stop, the retail major in India, is all set to deploy Business Objects' CRM datawarehousing suite by the end of this month. Speaking to CXOtoday, Vikas Prabhu, CTO, Shoppers Stop, elaborated on the companys IT initiatives, saying, "After deploying the BconnectB suite from Siemens, we are now going forward with the implementation of a CRM solution for becoming more productive, as far as our customer relations are concerned.' The implementation of the CRM is being carried on by Wipro. The most significant challenge in retail business processes are usually related to merchandising response time. It is basically the time period required for a supplier to send a product note for verification, which in turn is sent back either after approval for product dispatch or a rejection note. Prabhu added, "Such non-productive losses are a big drain to our credibility."

4.6 REWARD SYSTEM IN SHOPPERS STOP

While competing for customer business in a flourishing Indian retail market, Shoppers' Stop also competes for the young, multilingual, college graduates who we hire as our front-line Customer Care Associates (CCAs). These employees work the retail floor and have primary contact with customers. Turnover with these quality employees is a challenge, given the new opportunities opening up every day for young people in the service, information technology, and financial sectors. Through our ongoing employee and customer satisfaction research with Customer Satisfaction Management & Measurement (CSMM), a division of Indian Market Research Bureau (IMRB) International, and one of more than 20 partners comprising the Walker Information Global Network, Shoppers' Stop had previously identified "employee satisfaction" as a key driver for retention of quality employees. Beginning in December 2002, we completed a number of studies, along with customer satisfaction research. What's more, we have started exploring with CSMM to determine whether a more satisfied and

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committed employee base could contribute to tangible improvements in business measures, such as improved customer loyalty, more return visits, and increased spending among customers. Jo jita wohi sikander Hindi for "winners are champions!" CSMM initiated this research program with a series of employee surveys that established a baseline measure of employee satisfaction at our retail outlets. Results of these initial satisfaction surveys also revealed that the three top factors driving employee loyalty were "leadership/supervisor quality," "fairness (mainly compensation)," and "appreciation/recognition." Armed with these initial survey results, we implemented a series of training, reward, and recognition programs designed to improve employee loyalty among our front-line CCAs. Because "quality of supervision" was a principal factor in driving up employee satisfaction, Shoppers' Stop conducted training for 100 of our best supervisors, each of whom attended 200 hours of advanced courses ranging from management techniques to personal counseling skills to detailed product knowledge. Where our research showed us "compensation" and "reward/recognition" also contributed to employee loyalty, Shoppers' Stop implemented a series of programs designed to address these issues. We revamped our salary structure, giving employees the opportunity to increase their variable pay through a reward system tied to performance in which takehome pay is directly linked to monthly performance. Individual monetary performance awards were augmented by group reward programs, like one we called Jo jita wohi sikander, which is Hindi for "winners are champions!" Under this group reward program, CCAs at each store are rated on product knowledge, operational skills, and customer feedback, with individual CCAs and supervisors designated as sikanders (champions) and with the leading store receiving a substantial cash award divided among the team. Shoppers' Stop also kicked off several non-monetary reward/recognition programs for strong employee performance. In addition, we gave employees a voice by implementing open employee/management forums, and creating an employee opinion page in our inhouse magazine, Retale.

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5.1 DATA ANALYSIS & INTREPRETATION

After the collecting of data it is necessary that these data should be analyzed. As there are several statistical techniques available to do this, the researcher has to decide which of them is to be used. For analysis of data, first the data is tabulated and entered to the system. Data processing consists of a number of closely related operations. EDITING:The initial step in the processing of data is editing of the complete information gathered from the questionnaires/interviews. Editing is the process of checking to detect correct errors and remove the omissions. CLASSIFICATION:The next step of data processing is classification of the edited data. The collected data are classified into categories to bring out the essential pattern. TABULATION:After the transcription of data is over, data is summarized and arranged in compact from for further analysis. GRAHIC REPRESENTATION:In presenting the data frequency distribution and statistical computation, it is often desirable to use appropriate forms of graphic representation. It involves the use of graphs, charts and other pictorial devices.

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ACCORDING TO MANAGEMENT POINT OF VIEW:TABLE NO.5.1:How periodically does your organization conduct practiced performance appraisal ?

Serial No. 1 2 3

Options Quarterly Half yearly Yearly TOTAL

No. of Respondents 0 10 0 10

Percentage 0% 100% 0% 100%

INTREPRETATION:- From the above table it is observed that:-

On the basis of my survey 10 of the respondents are very much clear about their how Periodically is appraisal conducted?

37

GRAPH NO.5.1:Graph showing how periodically does your organization conduct practiced performance appraisal?

120% 100% 80% Quarterly 60% 40% 20% 0% Quarterly Half Yearly Yearly Half Yearly Yearly

INTREPREATATION:-

On the basis of this graph 100% of the respondent are known how periodically does your organization practiced performance appraisal.

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TABLE NO.5.2:Is ranking of appraisal made known to the employee?

Serial No. 1

Options Yes

No. of Respondents 9

Percentage 90%

No

0%

Not Known

10

10%

TOTAL

10

100%

INTREPRETATION:- From the above table it is observed that:-

On the basis of my survey 9 of the respondents are very much clear about their ranking of Appraisal made known to the employee and only few of them are not known.

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GRAPH NO.5.2:Graph showing is ranking of appraisal made known to the employee?

90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Yes No Not known Not known No Yes

INTREPRETATION:On the basis of my survey 90% of the respondents are very much clear about their ranking of appraisal made known to the employee and only few of them are not known.

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TABLE NO.5.3:Which method of performance appraisal does the company follows?

Serial No.

Options

No. of respondents 2 2 6 0 10

Percentage

1 2 3 4

Self assessment 360 degree Both 1 & 2 Check list TOTAL

20% 20% 60% 0% 100%

INTREPRETATION:- From the above table it is observed that:On the basis of my survey 2 of the respondents said self assessment performance appraisal is Followed by the company, 2 said 360 degree, 6 said both self assessment as well as 360 degree.

41

GRAPH NO.5.3:Graph showing which method of performance appraisal does the company follows?

70% 60% 50% 40% 30% 20% 10% 0% Self assessment 360 degree Both a & b Check list Self assessment 360 Degree Both a & b Check List

INTREPRETATION:On the basis of my survey 20%of the respondents said self assessment performance appraisal is Followed by the company, 20% said 360 degree, 60% said both self assessment as well as 360 degree.

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TABLE NO.5.4:Is the parameter of evaluation made known to the employee before appraising them?

Serial No. 1 2

Options Yes No TOTAL

No. of respondents 10 0 10

Percentage 100% 0% 100%

INTREPRETATION: From the above table analysis that out of 10 respondents, all of them known what is the Parameter of evaluation made known t the employee before appraising them.

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GRAPH NO.5.4:Graph showing is the parameter of evaluation made known to the employee before appraising them?

100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Yes No No Yes

INTREPRETATION:From the above graph analysis that out of 100% respondents, all of them known what is the parameter of evaluation made known t the employee before appraising them.

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TABLE NO.5.5:While appraising what are the basis on which individual is appraised?

Serial No. 1 2

Options First Citizen KYBC

No. of respondents 0 0

Percentage 0% 0%

Self assessment All the above TOTAL

0%

10 10

100% 100%

INTREPRETATION: - From the above table it is observed that:On the basis of my survey all the respondents are very clear about while appraising what are the basis on which individual is appraised.

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GRAPH NO.5.5:Graph showing while appraising what are the basis on which individual is appraised?

120% 100% 80% First Citizen 60% 40% 20% 0% First Citizen KYBC Sales Achievement All of the above KYBC Sales Achievement All of the above

INTREPRETATION:On the basis of my survey 100% of the respondents are very clear about while appraising what are the basis on which individual is appraised.

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TABLE NO.5.6:Does the organization practice transparency of appraisal?

Serial No. 1 2

Options Yes No TOTAL

No. of Respondents 10 0 10

Percentage 100% 0% 100%

INTREPRETATION: - From the above table it is observed that:On the basis of my survey 10 of the respondents are very much clear about is performance appraisal is transparent.

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Graph no.5.6:Graph showing does the organization practice transparency of appraisal?

100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Yes No Yes No

INTREPRETATION:On the basis of my survey 100% of the respondents are very much clear about is performance appraisal is transparent.

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TABLE NO.5.7:What are the aspects on which outcomes of appraisal report of each individual employee are being used for?

Serial No. 1 2 3 4 5

Options Promotion Hike & Salary Increase in responsibility Both 1 & 2 All of the above TOTAL

No. of respondents 2 1 0 7 0 10

Percentage 20% 10% 0% 70% 0% 100%

INTREPRETATION:- From the above table it is observed that:On the basis of my survey 2 of the respondents are of the opinion that promotion are the aspects on which outcome of appraisal of each individual employee used for, 1 of the respondents are of the opinion that Hike & Salary, 7 of the respondent are of the opinion that Both 1 & 2 and 0 of the respondent are of the opinion that All of the above. According to this answer there is some confusion not good answer is given.

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GRAPH NO.5.7:Graph showing what are the aspects on which outcome of appraising of each individual employee used for?

80% 70% 60% 50% 40% 30% 20% 10% 0% Promotion Hike & Salary Increase in responsibility Both a& b All above

INTREPRETATION:On the basis of my survey 20% of the respondents are of the opinion that promotion is the Aspect on which outcome of appraisal of each individual employee used for, 10% of the Respondents are of the opinion that Hike & Salary, 70% of the respondent are of the opinion that Both 1 & 2 and 0 of the respondent are of the opinion that All of the above. According to this Answer there is some confusion arises.

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TABLE NO.5.8:On what basis performance appraisal is conducted?

Serial No. 1 2

Options Individual Based appraisal System based appraisal TOTAL

No. of respondents 8 2 10

Percentage 80% 20% 100%

INTREPRETATION:- From the above table it is observed that:On the basis of this survey 8 of the respondents are of the opinion that individual appraisal is Conducted and 2 of the respondents are of the opinion that System based appraisal is conducted.

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GRAPH NO.5.8:Graph showing on what basis performance appraisal is conducted?

90% 80% 70% 60% 50% Individual appraisal 40% 30% 20% 10% 0% Indivdiual appraisal System based appraisal System based appraisal

INTREPRETATION:On the basis of this survey 80% of the respondents are of the opinion that individual appraisal is Conducted and 20% of the respondents are of the opinion that System based appraisal is conducted.

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TABLE NO.5.9:-

Over all how do you rate the appraisal conducted in your organization?

Serial No. 1 2 3 4

Options Excellent Good Average Poor TOTAL

No. of respondents 2 7 1 0 10

Percentage 20% 70% 10% 0% 100%

INTREPRETATION:- From the above table it is observed that: On the basis of this survey 2 of respondents are of the opinion that excellent rate of the appraisal Is conducted, 7 of respondents are of the opinion that good rate of the appraisal is conducted and 1 of respondent is of the opinion that average rate of the appraisal is conducted.

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GRAPH NO.5.9:Table showing over all how do you rate the appraisal conducted in your organization?

80% 70% 60% 50% 40% 30% 20% 10% 0% Excellent Good Average Excellent Good Average Poor

Poor

INTREPRETATION:On the basis of this survey 20%of respondents are of the opinion that excellent rate of the appraisal is conducted, 70% of respondents are of the opinion that good rate of the appraisal is conducted and 10% of respondents are of the opinion that average rate of the appraisal is conducted.

54

TABLE NO.5.10:Do you intend to bring any change in the current appraisal system? Serial No. 1 2 Options Yes No TOTAL No. of respondents 8 2 10 Percentage 80% 20% 100%

INTREPRETATION:-From the above table it is observed that:On the basis of my survey 8 of the respondents says yes they want change and 2 of the respondents says no.

55

GRAPH NO.5.10:Graph showing do you intend to bring any changes in the current appraisal system?

80% 70% 60% 50% 40% 30% 20% 10% 0% Yes No No Yes

INTREPRETATION:On the basis of my survey 80% of the respondents says yes they want change and 20% of the respondents says no.

56

TABLE NO.5.10(1):What kind of changes you intend to bring?

Serial No. 1

Options Transparency can be improved To conducting KRAs periodically TOTAL

No. of respondents 7

Percentage 70%

30%

10

100%

INTREPRETATION:-From the above table it is observed that:On the basis of my survey 7 of the respondent says that transparency can be improved, 3 says conducting KRAs periodically.

57

GRAPH NO.5.10 (1):Graph showing any suggestion to improve performance appraisal system?

80% 70% 60% 50% 40% 30% 20% 10% 0% Transparency can be improved To conduct KRA's periodically Transparency can be improved To conduct KRA's periodically #REF!

INTREPRETATION:On the basis of my survey 70% of the respondent says that transparency can be improved, 30% says conducting KRAs periodically.

58

TABLE NO.5.11:Does Shoppers Stop Limited have practiced to reward its employee?

Serial No. 1 2

Options Yes No TOTAL

No. of Respondents 9 1 10

Percentage 90% 10% 100%

INTREPRETATION:- From the above table it is observed that:On the basis of my survey 9 of the respondents say yes and 1 of the respondents say no.

59

GRAPH NO.5.11:Graph showing does Shoppers Stop Limited have practice to reward its employee?

90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Yes No Yes No Yes No

INTREPRETATION:On the basis of my survey 90% of the respondents say yes and 10% of the respondents say no.

60

TABLE NO.5.12:In a month, how many employees are rewarded in your organization?

Serial No. 1 2

Options 15employee 20employee Total

No. of Respondents 2 8 10

Percentage 20% 80% 100%

INTREPRETATION:- From the above table it is observed that:On the basis of my survey 2 of the respondents say 15 employees and 8 of the respondents say 20 employees.

61

GRAPH NO.12:Graph showing in a month, how many employees are rewarded in your organization?

80% 70% 60% 50% 40% 30% 20% 10% 0% 15 employees 20 employees 15 employees 20 employees

INTREPRETATION:On the basis of my survey 20% of the respondents say 15 employees and 80% respondents say 20 employees of the

62

TABLE NO.5.13:On what basis is a reward given to the employee please indicates with the degree? Serial No. 1 2 3 Options Highest First Citizen Enrolment Highest KYBC Enrolment Suggestion forms filled TOTAL No. of Respondents 8 2 0 10 Percentage 80% 20% 0% 100%

INTREPRETATION:- From the above table it is observed that:On the basis of my survey 8 of the respondents say highest first citizen enrolment , 2 of the respondents say highest KYBC enrolments and 0 of the respondents say suggestion forms filled.

63

GRAPH NO.5.13:Graph showing on what basis is a reward given to the employee please indicates with the degree?

Chart Title
90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Highest First Citizen E nrolment Highest KYBC Enrolment Suggestion Forms Filled Highest First Citizen Enrolments Highest KYBC Enrolments Suggestion Forms Filled

INTREPRETATION:On the basis of my survey 80% of the respondents say highest first citizen enrolment , 20% of the respondents say highest KYBC enrolments and 0% of the respondents say suggestion forms filled.

64

TABLE NO.5.14:What kind of reward is given to the employee? Serial No. 1 2 3 Options Cash Gift Voucher Certificate TOTAL s INTERPRETATION:- From the above table it is observed that:On the basis of my survey 1 of the respondents say cash, 8 of the respondents say gift voucher and 1 of the respondent say certificate. No. of Respondents 1 8 1 10 Percentage 10% 80% 10% 100%

65

GRAPH NO.5.14:Graph showing what kind of reward is given to the employee?

80% 70% 60% 50% 40% 30% 20% 10% 0% Cash Gift Voucher Certificate Cash Gift Voucher Certificate

INTREPRETATION:On the basis of my survey 10% of the respondents say cash, 80% of the respondents say gift voucher and 10% of the respondents certificate.

66

ACCORDING TO EMPLOYEES POINT OF VIEW:TABLE NO.5.1a:Are you aware of performance appraisal system conducted in SHOPPERS STOP?

Serial No. 1 2

Options Yes No TOTAL

No. of Respondents 42 8 50

Percentage 84% 16% 100%

INTREPRETATION:- From the above table it is observed that:On the basis of this survey 42 of respondents are aware of the performance appraisal is conducted in Shoppers Stop and 8 of the respondents are not aware of the performance appraisal is conducted in Shoppers Stop.

67

GRAPH NO.5.1a:Graph showing are you aware of performance appraisal conducted at Shoppers Stop?

90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Yes No No Yes

INTREPRETATION:On the basis of this survey 84% of respondents are aware of the performance appraisal is conducted in Shoppers Stop and 16%& of the respondents are not aware of the performance appraisal is conducted in Shoppers Stop.

68

TABLE NO.5.2a:How many times in a year is the performance appraisal conducted?

Serial No. 1 2 3 4

Options Yearly Half yearly Quarterly More than 3 TOTAL

No. of Respondents 15 34 0 1 50

Percentage 30% 68% 0% 2% 100%

INTREPRETATION:- From the above table it is observed that:On the basis of this survey 15 of the respondents are of the opinion that yearly performance appraisal is conducted, 34 of the respondents are of the opinion that half yearly is conducted and 1 of the respondent is of the opinion that More than 3 should be done.

69

GRAPH NO.5.2a:Graph showing how many times in a year is the performance appraisal conducted?

70% 60% 50% 40% 30% 20% 10% 0% Yearly Half yearly Quarterly Yearly Half yearly Quarterly more than 3

more than 3

INTREPRETATION:On the basis of this survey 30% of the respondents are of the opinion is that performance appraisal conducted is yearly , 68% of the respondents are of the opinion it is half yearly and 2% of the respondents are of the opinion More than 3 should be done.

70

TABLE NO.5.3a:How periodically was your performance been appraised?

Serial No. 1 2 3 4

Options Monthly Quarterly Yearly Others TOTAL

No. of Respondents 2 25 12 11 50

Percentage 4% 50% 24% 22% 100%

INTREPRETATION:- From the above table it is observed that:On the basis of my survey 2 of the respondents are of the opinion that monthly performance been appraised, 25 of the respondents are of the opinion that quarterly performance been appraised,12 of the respondents are of the opinion that yearly performance been appraised and 11 of the respondents are of the opinion that others performance been appraised.

71

GRAPH NO.5.3a:Graph showing how periodically was your performance been appraised?

50% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0% Monthly Quarterly Yearly Monthly Quarterly Yearly Others

Others

INTREPRETATION:On the basis of my survey 4% of the respondents are of the opinion that monthly performance been appraised, 50% of the respondents are of the opinion that quarterly performance been appraised,24% of the respondents are of the opinion that yearly performance been appraised and 22% of the respondents are of the opinion that others performance been appraised.

72

TABLE NO.5.4a:Does the management made known what is your job responsibility?

Serial No. 1 2

Options Yes No TOTAL

No. of respondents 50 0 50

Percentage 100% 0% 100%

INTREPRETATION:- From the above table it is observed that:-

On the basis of my survey 50 of the respondents are very much clear about their job responsibility.

73

GRAPH NO.5.4a:Graph showing does the management made known what is your job responsibility?

100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Yes No No Yes

INTREPRETATION:-

On the basis of my survey 100% of the respondents are very much clear about their job responsibility.

74

TABLE NO.5.5a:Are you made aware about your daily, weekly and monthly target that has to be achieved?

Serial No. 1 2

Options Yes No TOTAL

No. of respondents 48 2 50

Percentage 96% 4% 100%

INTREPRETATION:- From the above table it is observed that: On the basis of my survey 48 of the respondents are informed about their daily, weekly and monthly target that has to be achieved and 2 of the respondents are not informed.

75

GRAPH NO.5.5a:Graph showing are you made aware about your daily, weekly and monthly target that has to be achieved?

100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Yes No No Yes

INTREPRETATION:On the basis of my survey 96% of the respondents are informed about their daily, weekly and monthly target that has to be achieved and 4% of the respondents are not informed.

76

TABLE NO.5.6a:How many times during the last 6 months have you achieved your target?

Serial No. 1 2 3 4

Options Yearly Half yearly Quarterly More than 3 TOTAL

No. of respondents 6 7 9 28 50

Percentage 12% 14% 18% 56% 100%

INTREPRETATION: - From the above table it is observed that:On the basis of my survey 6 of the respondents are of the opinion that during the last 6 months they achieved target on the basis of yearly, 7of the respondents are of the opinion is that of half yearly, 9 of the respondents are of the opinion is that of quarterly and 28 of the respondents are of the opinion is that of more than 3.

77

GRAPH NO.5.6a:Graph showing how many times during the last 6 months have you achieved your target?

60% 50% 40% 30% 20% 10% 0% Yearly Half yearly Quarterly Yearly Half yearly Quarterly more than 3

more than 3

INTREPRETATION:On the basis of my survey 12% of the respondents are of the opinion is that during the last 6 months they achieved target on the basis of yearly, 14% of the respondents are of the opinion is that of half yearly, 18% of the respondents are of the opinion is that of quarterly and 56% of the respondents are of the opinion is that of more than 3.

78

TABLE N.5.7a:Have you been paid incentives when you have achieved your target?

Serial No.

Options

No. of respondents 45

Percentage

Yes

90%

No

10%

TOTAL

50

100%

INTREPRETATION:- From the above table it is observed that:On the basis of my survey 45 of the respondents have been paid incentives when they achieved their target and 5 of the respondents are of the opinion that no incentives have been paid.

79

GRAPH NO.5.7a:Graph showing have you been recognized when you achieved your target?

90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Yes No No Yes

INTREPRETATION:On the basis of my survey 90% of the respondents are have been paid incentives when they achieved their target and 10% of the respondents are of the opinion that no incentives have been paid. .

80

TABLE NO.5.8:Do you feel that there is transparency in performance appraisal system conducted in your organization?

Serial No. 1 2 TOTALS

Options Yes No

No. of Respondents 45 5 50

Percentage 90% 10%

INTREPRETATION:- From the above table it is observed that:On the basis of my survey 45 of the respondents feel that there is transparency in performance appraisal system of the organization and 5 of the respondents are of the opinion is not.

81

GRAPH NO.5.8a:Graph showing do you feel that there is transparency in performance appraisal system conducted in your organization?

90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Yes No No Yes

INTREPRETATION:On the basis of my survey 90% of the respondents are feel that there is transparency in performance appraisal system of the organization and 10% of the respondents are of the opinion is not.

82

TABLE NO.5.9a:Are you aware of the concept of KYBC practiced by Shoppers Stop Limited?

Serial No.

Options

No. of Respondents 45

Percentage

Yes

90%

No

10%

TOTAL

50

100%

INTREPRETATION:- From the above table it is observed that:On the basis of this survey 45 of the respondents are known to KYBC and 5 of the respondents are not known to KYBC.

83

GRAPH NO.5.9a:Graph showing are you aware of the concept of KYBC practiced by Shoppers Stop Limited?

90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Yes No No Yes

INTREPRETATION:On the basis of this survey 90% of the respondents are known to KYBC and 10% of the respondents are not known to KYBC.

84

TABLE NO.5.10a:If yes, indicates how many KYBC you achieve in a month?

Serial No. 1 2 3 4

Options 8 16 10 Above 16 TOTAL

No. of Respondents 24 8 5 13 50

Percentage 48% 16% 10% 26% 100%

INTREPRETATION:- From the above table it is observed that:On the basis of this survey 24 of the respondents says 8 KYBC you need to do in a month, 8 of the respondents are of the opinion that 16, 5 of the respondents are of the opinion that 10 and 13 of the respondents are of the opinion that above 16.

85

GRAPH NO.5.10a:Graph showing if yes, indicates how many KYBC you achieve in a month?

50% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0% 8 16 12 8 16 10 Above 16

above 16

INTREPRETATION:On the basis of this survey 48% of the respondents says 8 KYBC you need to do in a month, 16% of the respondents are of the opinion that 16, 10% of the respondents are of the opinion that 10 and 26% of the respondents are of the opinion that above 16.

86

TABLE NO.5.11a:Are you aware of the concept of First Citizen?

Serial No. 1 2

Options Yes No TOTAL

No. of Respondents 46 4 50

Percentage 92% 8% 100%

INTREPRETATION:- From the above table it is observed that:On the basis of this survey 46 of the respondents are known to First Citizen and 4 of the respondents are not known.

87

GRAPH NO.5.11a:Graph showing are you aware of the aspects of First Citizen?

100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Yes No No Yes

INTREPRETATION:On the basis of this survey 92% of the respondents are known to First Citizen and 8% of the respondents are not known.

88

TABLE NO.5.12a:If yes, how many First Citizen enrolments you need to do in a month?

Serial No. 1 2 3 4

Options Below 10 14 16 Above 16 TOTAL

No. of Respondents 25 7 11 7 50

Percentage 50% 14% 22% 14% 100%

INTREPRETATION:- From the above table it is observed that:On the basis of my survey 25 of the respondents are says below 10 First Citizen enrolments you need to do in a month, 7 of the respondents are of the opinion that 14, 11of the respondents are of the opinion that 16 & 7 of the respondents are of the opinion that above 16 enrolments you need to do in a month..

89

GRAPH NO.5.12a:Graph showing if yes, how many First Citizen enrolments you need to do in month?

50% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0% Below 10 14 16 Below 10 14 16 Above 16

above 16

INTREPRETATION:On the basis of my survey 50% of the respondents says below 10 First Citizen enrolments you need to do in a month, 14% of the respondents are of the opinion that 14, 22% of the respondents are of the opinion that 16, 14% of the respondents are of the opinion that above 16 you need to do in a month.. .

90

TABLE NO.5.13a:Have you ever won any reward in SHOPPERS STOP LIMTED?

Serial No.

Options

No. of respondents 35 15 50

Percentage(%)

1 2

Yes No TOTAL

70% 30% 100%

INTREPRETATION:- From the above table it is observed that:On the basis of this survey 35 of the respondents won reward and 15 of the respondents have not won any reward.

91

GRAPH NO.5.13a:Graph showing have you ever won any reward in Shoppers Stop?

80% 70% 60% 50% 40% 30% 20% 10% 0% Yes No No Yes

INTREPRETATION:On the basis of this survey 70% of the respondents won reward and 30% of the respondents have not won any reward.

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TABLE NO.5.14a:If yes, what kind of reward was given to you?

Serial No. 1 2 3 4

Options Cash Gift Voucher Certificate None of them TOTAL

No. of respondents 17 14 0 19 50

Percentage 34% 28% 0% 38% 100%

INTREPRETATION:- From the above table it is observed that:On the basis of my survey 14 of the respondents are rewarded by gift voucher, 17 of the respondents are rewarded by cash and 19 of the respondents are rewarded by none of them.

93

GRAPH NO.5.14a:Graph showing if yes, what kind of reward was given to you?

40% 35% 30% 25% 20% 15% 10% 5% 0% Cash Gift Voucher Certificate Cash Gift Voucher Certificate None of them

None of them

INTREPRETATION:On the basis of my survey 28% of the respondents are rewarded by gift voucher, 34% of the respondents are rewarded by cash and 38% of the respondents are rewarded by none of them.

94

TABLE NO.5.15a:How many times have you won a reward in the last 6 months?

Serial No. 1 2 3 4

Options None 1 2 More than 3 TOTAL

No. of respondents 17 10 10 13 50

Percentage 34% 20% 20% 26% 100%

INTREPRETATION:- From the above table it is observed that:On the basis of this survey 17 of the respondents has not been rewarded in last 6 months, 10 of the respondents is rewarded 1 time in last 6 months, 10 of the respondents are rewarded 2 times in last 6 months and 13 of the respondents are rewarded more than 3 times rewarded in last 6 months.

95

GRAPH NO.5.15a:Graph showing how many times have you won a reward in the last 6 months?

35% 30% 25% None 20% 15% 10% 5% 0% None 1 2 more than 3 1 2 more than 3

INTREPRETATION:On the basis of this survey 34% of the respondents has not been rewarded in last 6 months, 20% of the respondents is rewarded 1 time in last 6 months, 20% of the respondents are rewarded times in last 6 months and 26% of the respondents are rewarded more than 3 times in last 6 months.

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TABLE NO.5.16a:Do your manager recognize and appreciate you for your good work?

Serial No. 1 2

Options Yes No TOTAL

No. of respondents 45 5 50

Percentage(%) 90% 10% 100%

INTREPRETATION:- From the above table it is observed that:On the basis of this survey 45 of the respondents are recognized and appreciated by their manager for their good work and 5 of the respondents are not.

97

GRAPH NO.5.16a:Table showing do your manager recognize & appreciate you for your good work?

90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Yes No No Yes

INTREPRETATION:On the basis of this survey 90% of the respondents are recognized and appreciated by their manager for their good work and 10% of the respondents are not.

98

TABLE NO.5.17a:As per your opinion what should be the frequency of the appraisal?

Serial No. 1 2 3 4

Options Monthly Quarterly Half Yearly Yearly TOTAL

No. of respondents 9 10 24 7 50

Percentage(%) 18% 20% 48% 14% 100%

INTREPRETATION:- From the above table it is observed that:On the basis of this survey 9 of the respondents has the opinion of monthly as per the frequency of the appraisal, 10 of the respondents are of the opinion of quarterly, 24 of the respondents are of the opinion of half yearly and 7 of the respondents are of the opinion of yearly.

99

GRAPH NO.5.17a:Graph showing as per your opinion what should be the frequency of the appraisal?

60%

50%

40% Monthly 30% Quarterly Half yearly 20% Yearly

10%

0% Monthly Quarterly Half yearly yearly

INTREPRETATION:On the basis of this survey 18% of the respondents are of the opinion of Monthly as per the opinion of frequency of the appraisal, 20% of the respondents are of the opinion of quarterly, 48% of the respondents are of the opinion of half yearly and 14% of the respondents are of the opinion of yearly.

100

TABLE NO.5.18a:Are you satisfied with the existing performance appraisal?

Serial No. 1 2

Options Yes No TOTAL

No. of respondents 43 7 50

Percentage 86% 14% 100%

INTREPRETATION:- From the above table it is observed that:On the basis of this survey 43 of the respondents are satisfied with the existing performance appraisal and 7 of the respondents are not satisfied.

101

GRAPH NO.5.18a:Graph showing are you satisfied with the existing performance appraisal?

100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Yes No Yes No

INTREPRETATION:On the basis of this survey 86% of the respondents are satisfied with the existing performance appraisal and 14% of the respondents are not satisfied.

102

TABLE NO.5.19a:Have you ever been appreciated by the company for your performance?

Serial No. 1 2

Options Yes No TOTAL

No. of respondents 40 10 50

Percentage 80% 20% 100%

INTREPRETATION:- From the above table it is observed that:On the basis of this survey 40 of the respondents are appreciated by the company and 10 of the respondents are not appreciated by the company.

103

GRAPH NO.5.19a:Graph showing have you ever been appreciate by the company for your performance?

100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Yes No Yes No

INTREPRETATION:On the basis of this survey 80% of the respondents are appreciated by the company and 20% of the respondents are not appreciated by the company.

104

TABLE NO.5.20a:Do you get feedback of your appraisal done?

Serial No. 1

Options Yes

No. of Respondents 35

Percentage 70%

No TOTAL

15 50

30% 100%

INTREPRETATION:- From the above table it is observed that:On the basis of this survey 35 of the respondents have got feedback of appraisal done and 15 of the respondents have not.

105

GRAPH NO.5.20a:Graph showing do you get feedback of your appraisal done?

Yes 70%

No

14%

Yes

No

INTREPRETATION:On the basis of this survey 70% of the respondents have got feedback of appraisal done and 30% of the respondents have not.

106

Summary of Findings:Following findings were made from the study undertaken in Performance Appraisal system in Shoppers Stop:-

6.1 MANAGEMENT POINTS OF VIEWS

1) According to my survey 100% of the respondents are very much clear about how does the organization conduct practiced performance appraisal periodically. 2) Here 90% of the respondents told yes about the ranking of the appraisal made known to the employees. 3) On the basis of my survey 60% of the respondents told that Both Self assessment and 360 degree method of performance appraisal company follows. 4) According to my survey the respondents are very much clear about parameter of evaluation made known to the employee before appraising them. 5) Here respondents are very much clear about all of the above information is seeing while appraising when the individual is appraised. 6) On the basis of my survey 100% of the respondents are very much clear about practiced transparency of appraisal. 7) According to my survey 70% of the respondents told that Both Promotion & Hike & Salary aspects on which outcome of appraisal of each individual employee being used for. 8) Here 80% of management told that Individual Based Appraisal performance appraisal should be conducted. 9) On the basis of my survey 70% of the respondents rated Good the appraisal which is conducted in Shoppers Stop.

10) According to my survey 80% of the respondent says yes about changing in the current appraisal system. 10(1) Here 70% of management told that Transparency should be improved. 11) On the basis of my survey 90% of the respondents says yes Shoppers Stop Limited have been practiced to reward its employees.

107

12) According to my survey 80% of the respondents say 20 employees in a month rewarded in the organization. 13) Here 80% of management told that Highest First Citizen Enrolments basis is a reward given to the employee. 14) On the basis of my survey 80% of the respondents says Gift Voucher is given to the employee.

6.2 EMPLOYEES POINTS OF VIEWS

1) On the basis of my survey 84% of the respondents are aware of performance appraisal system conducted in Shoppers Stop. 2) According to my survey 68% of the respondents are known to2 times in a year is the performance appraisal conducted. 3) Here 50% of the respondents know how periodically their performance was been appraised. 4) On the basis of my survey all respondents of the Shoppers Stop knows their job responsibility. 5) According to my survey 96% of the respondents are informed about daily, weekly, and monthly target that has to be achieved. 6) Here 56% of the respondents say more than 3 times during the last 6 months I achieved my target. 7) On the basis of my survey 90% of the respondents have been recognized when they achieved their target. 8) According to my survey 90% of the respondents says yes that there is a transparency in performance appraisal system of the organization. 9) Here 90% of the respondents are aware of the aspects of KYBC. 10) On the basis of my survey 48% of the respondents are clear about how many KYBC you need to do in a month. 11) According to my survey 92% of the respondents know what First Citizen is. 12) Here 50% of the respondents know how many First Citizen enrolments they need to do in a month.

108

13) On the basis of my survey 70% of the respondents won reward in Shoppers Stop. 14) According to my survey most of the respondents says none of them reward was given to them. 15) Here most of the respondents never won a reward in the last 6 months. 16) On the basis of my survey 90% of the respondents say yes manager recognize and appreciate them for their good work. 17) According to my survey 48% of the respondents opinion is half yearly should be the frequency of the appraisal. 18) Here 86% of the respondent is satisfied with the existing performance appraisal. 19) On the basis of my survey 80% of the respondents have been appreciated by the company for their performance. 20) According to my survey 70% of the respondents have some feedback of their performance done.

109

RECOMMENDATION
Shoppers stop should conduct more performance appraisal programs. Ranking of appraisal should be made known to the employees. More emphasis should be given on self assessment of an employee. Individual appraisal should be given more importance. Performance appraisal system should me made known to the employees. Employees should be made aware about their job responsibility. There should be transparency in performance appraisal system. More employees should be made aware about the concept of KYBC. Manager should recognize & appreciate the work of the employees. Regular feedback should be given to the employees for their appraisal. Shoppers Stop Limited should practice more to reward the employees. More reward should be given to the employee with highest first citizen enrollments. Performance appraisal should be conducted on half yearly basis. The parameter of evaluation should be made known to the employees. Appraisal should be done on the basis of First citizen KYBC Sales achievement.

110

CONCLUSIONS
In Shoppers Stop maximum no. of employees are aware with the existing performance appraisal system and they rated it as good but still few of the employees are not aware with the existing performance appraisal system. The existing performance appraisal system of Shoppers Stop is beneficial to each & every individual. The opinion of employees about the existing performance appraisal system is satisfactory but they are not aware with each basis of performance appraisal system. From management perspective employees are satisfied to the managements rule and regulation. From the above study we can conclude that other organization perspective employees and employers do their work in a friendly way. From the above study we can conclude that conducting such research in order helps to evaluate their own system and the necessity to have appraisal system. The study gives a platform for the employees to give in their view point with regard to current appraisal system practiced by the organization, at the same time to put forward there view point as to how to make the appraisal system human friendly or employee friendly.

111