PROJECT REPORT “A STUDY ON OPERATION OPERATION MANAGEMENT” MAN AGEMENT” At HCL INFOSYSTEMS LT LTD. D. NOIDA
Submitted to!"d# $!"ti!% &u%&i%%me't o& t(e Re)ui"eme't# &o" t(e !!"d o& t(e PGDM P"o*"!mme A$$"o+ed b, AICTE -E)ui+!%e't to MA/ ACADEMIC SESSION
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1
Table of Contents A01'o%ed*me't ................................................................................................................5 INTRODUCTION ......................................................................................................7
2. 2.2.
HCL !' o+ o+e"+ie....................................................................................................7
2.3.
HCL DNA4.............................................................................................................12
2.5 2.5.
Em$%o,e %o,e"" #$o #$ot%i* %i*(t4 (t4 ..............................................................................................13
HCL i' I'di!4 ...................................................................................................................14 2.6.
About HCL............................................................................................................15
2.7 2.7.
8ISI ISION STA STATEMEN MENT.........................................................................................16
2.9. 2.9.
MISS MISSIO ION N ST STA ATEMEN EMENT T.....................................................................................16
2.:. 2.:.
;UAL ;UALIT ITY Y POL POLIC ICY Y ST STATEMEN EMENT T ....................................................................16
2.<.
OUR O OJECTI8E...............................................................................................17
OUR MANAGEMENT OJECTI8E ...........................................................................17 OUR PEOPLE OJECTI8E .........................................................................................17 2.2=.
CORE 8ALUES................................................................................................17
2.2 2.22.
A SNAP SNAPSH SHOT OT OF HCL HCL I'&o I'&o#, #,#t #tem em## Ltd Ltd.. ......................................................18
FRONTLINE DI8ISION ................................................................................................19 Lite" ite"! !tu" tu"e Re Re+ie .....................................................................................................20
3.
Fou" T,$e# o& Fo0u# Dime'#io'# U#ed i' O$e"!tio'# M!'!*eme't ...........................20
Finance...........................................................................................................................20 Cutome!......................................................................................................................20 "nte!na# $!ocee..........................................................................................................21 Lea!ning and "nno%ation................................................................................................21 3.2. 3.2.
A' I't" I't"od odu0 u0tio tio' ' o& o& O$e O$e"! "!tio tio' ' M!'! M!'!*e *eme me't 't ......................................................45
3.2. 3.2.2. 2.
>(!t >( !t i# O$ O$e" e"!t !tio io' ' m!' m!'!* !*em eme' e't? t?....................................................................45
3.2 3.2.3. .3.
>(, i# it im$o m$o"t!' t!'t?.........................................................................................45
3.2. 3.2.5. 5.
C"it C"iti0 i0!% !% &!0 &!0to to"# "# &o" &o" #u00e u00e## ##................................................................................46
3.2.6.
>(o i# i'+o%+ed?...............................................................................................46
3.2.@.
P"i'0i$%e#............................................................................................................46
3.2 3.2.7. .7.
M!'!*i !*i'* &o" &o" "e "e#u%t u%t# .........................................................................................47
3.3. 3.3.
Le+e Le +e%# %# o& O$ O$e" e"!t !tio io' ' m!' m!'!* !*em eme' e'tt ........................................................................47
3.5.
8!%ue &o &o" mo mo'e,....................................................................................................48
3.6 3.6.
Me!#u" #u"e# !' !'d me met"i0# i0# ...........................................................................................49
2
3.6.2. 3.6.2.
u#i' u #i'e# e### $"o $"o0e 0e##e ##e## 0!' 0!' be di#ti' di#ti'*ui *ui#( #(ed ed b,4 ...................................................49
3.@.
P"o0e##e# ................................................................................................................50
3.7. 3.7.
Obe0 Ob e0ti+ ti+e# e# o& o& ! O$e" O$e"!ti !tio' o' M!'! M!'!*e *eme' me'tt S,#t S,#tem em ................................................54
3.9. 3.9.
........................................ .......................55 .55 O+e"! O+e"!%% %% Go!% Go!% !'d Fo0u Fo0u## o& O$e" O$e"!t !tio' io' M!'! M!'!*e *eme me't 't ..................
3.:. O$e O$e"!ti "!tio' o' Im$"o Im$"o+em +eme't e't o& o& t(e O"*!' O"*!'iB! iB!tio' tio' o" o" ! Sub#, Sub#,#te #tem m i# !' I'te* I'te*"!te "!ted d P"o0e##...............................................................................................................................55 O'*oi O' *oi'* '* A0ti A0ti+it +itie# ie# o& o& O$ O$e" e"!ti !tio' o' M!' M!'!*e !*eme me't 't ...................................................55
3.<. 3.<. 3.2=.
!#i0 Ste$#.........................................................................................................56
3.22 3.22.
O$e" O$ e"!ti !tio' o' m!'! m!'!*e *eme me't 't m!i'% m!i'%, , i'0% i'0%ude ude &o%%o &o%%oi' i'* * t(i' t(i'*#4 *#4 ............................58
3.22.2.
P%!''i'*..........................................................................................................59
3.22.3.
Mo'ito"i'*.....................................................................................................60
3.22.5.
De+e%o$i'* Em Em$%o,ee# .................................................................................60
3.22.6.
R!ti'*.............................................................................................................61
3.22.@.
Re!"di'*......................................................................................................61
3.23 3.23..
M!'! M!'!*i *i'* '* O$e"! $e"!ti tio' o' E&&e E&&e0t 0ti+ i+e% e%, , ......................................................................62
3.25 3.25..
Fe!t Fe!tu" u"e# e# o& o& ! Good Good O$e O$e"! "!ti tio' o' M!' M!'!* !*em eme' e'tt S,#t S,#tem em .....................................62
3.25.2.
Com$ete'0,!#ed ........................................................................................63
3.25.3.
A Co'ti'uou# P" P"o0e## ....................................................................................64
3.25.5.
O$e"!tio' $%!''i'* .......................................................................................65
3.25 3.25.6 .6..
Co't Co'ti' i'uo uou# u# 0o! 0o!0( 0(i' i'* * !'d !'d de de+e +e%o %o$ $me't me't .......................................................65
3.25.@.
I'te"im "e "e+ie ................................................................................................66
3.25.7.
O$e"!tio' !$$"!i#!% ......................................................................................67
3.2 3.25.9. .9.
To m!i' !i't!i t!i' !' !' o$ o$e' #,# #,#ttem .........................................................................67
5.
PROJECT.................................................................................................................69
5.2. 5.2 5.2.2. .2.
Obe0ti Ob e0ti+e +e o& t(e t(e P"o P"oe0t e0t I't"o I't"odu0 du0tio' tio' o& t(e P"ob%e P"ob%em m ....................................69 Se0o'd 'd! !", ob obe0t e0ti+e..........................................................................................69
5.3. 5.3.
Si*' Si*'i& i&i0 i0!' !'0e 0e o& t(e t(e P"o P"oe0 e0tt ....................................................................................69
5.5. 5.5.
De&i' De&i'iti itio' o' A T( T(eo eo"e "eti0 ti0!% !% Pe"# Pe"#$e $e0ti 0ti+e +e ................................................................70
5.6. 5.6.
P"e$ P"e$!"! !"!tio tio' ' !'d P%!' P%!''i' 'i'* * &o" O$e" O$e"!t !tio' io' m!'! m!'!*e *eme' me'tt ....................................71
5.@. 5.@.
O$e"! O$ e"!tio tio' ' M!'!* M!'!*em eme' e'tt !'d !'d De+e% De+e%o$ o$me' me'tt ........................................................71
5.7.
O$e"!tio' O$e"!ti o' A##e A##e##me ##me't 't !'d De+e%o De+e%o$me $me't 't P%!' I' I' HCL INFOSY INFOSYSTE STEMS MS LT LTD. 72
5.7.2. 5.7.2.
P"io" P"io" to &i%%i &i%%i'* '* t(e t(e &o"m &o"m $%e!#e $%e!#e "e!d "e!d 0!"e 0!"e&u%% &u%%, , I'#t"u0t I'#t"u0tio'# io'# to to t(e A$$"!i A$$"!i#e" #e" 72
5.7. 5.7.3. 3.
O$e" O$ e"!t !tio io' ' !$$" !$$"!i !i#! #!%% *ui *uide de%i %i'e 'e## ........................................................................72
3
5.7 5.7.3.2 .3.2..
A$$"!i $"!i#! #!%% $" $"o0edu du""e ......................................................................................72
5.7. 5.7.3. 3.3. 3.
T(ee Fo" T( Fo"m A'd It# It# Co't Co'te' e't# t#..........................................................................73
6.
RESE RESEAR ARCH CH MET METH HODO ODOLO LOG GY ............................................................................76 Introduction.............................................................................................77 What approach should I take - qualitative or quantitative?......................77 Can my dissertation be entirely entirely literature-based?.......................... literature-based?................................... .........79 79 What is case study research?................................. research?..................................................... ..................................80 ..............80 Whats an empirical study?.............................. study?................................................. ........................................ ..................... 80 What is secondary analysis?..................................... analysis?.................................................................... ............................... 8! Where do I "nd e#istin$ resear research ch data?................................................... data?...................................................8! 8! Collectin$ you o%n data - primary research........................ research............................................ .....................8! .8! Will my research be inductive or deductive?...........................................8& Whats all this about research research desi$n?................................................ desi$n?..................................................... .....8& 8& 'ummary.................................................................................................8( )ey *uestions..................... *uestions........................................ ....................................... .............................................. .............................. .... 87
6.2.
Re#e!"0( De De#i*' ....................................................................................................89
6.3. 6.3.
D!t! D!t! Co%% Co%%e0 e0ti tio' o' Met( Met(od od.......................................................................................90
6.5. 6.5.
A'!% A'!%,#i ,#i## o& o& PMS PMS P"o P"o0e 0e##e ##e## Com$ Com$o' o'e' e't# t# .....................................................91
6.5.2.
P%!''i'*.............................................................................................................91
6.5.3.
Mo'ito"i'*.........................................................................................................92
6.5 6.5.5. .5.
De+e%o$i o$i'* Em$%o,e %o,eee# ......................................................................................93
6.5.6.
R!ti'*.................................................................................................................94
6.5. 6.5.@. @.
A0ti A0tio' o' !#e !#ed d O$ O$e" e"!t !tio io' ' ....................................................................................95
6.5.7.
A'!%,#i#..............................................................................................................96
6.5.9.
E&&e0ti+e'e## ......................................................................................................96
@. @.2 @.2.
RECOMMEN MENDATION IONS .........................................................................................98 Re0omme mme'd!tio tio'#.................................................................................................98
7.
CONCLUSION .........................................................................................................99
9.
ILIOGRAPHY ..................................................................................................100
4
A01'o%ed*me't
&'e (!o)ect o* t'i natu!e i a!duou ta+ t!etc'ing o%e! a (e!iod o* time, com(#eting a (!o)ect #i+e t'i one ta+e t'e e**o!t and coo(e!ation o* many (eo(#e.
#t'oug' t'i (!o)ect !e(o!t i being b!oug't in my name, it bea! an im(!int o* guidance and coo(e!ation o* many indi%idua#. Se%e!a# (e!on it' 'om " integ!ated 'a%e cont!ib cont !ibute uted d ig igni* ni*ica icant#y nt#y to t'e uc ucce ce*u *u## com com(#e (#etio tion n o* t'e (!o (!o)ec )ectt tu tudy dy.. "n t'e ucce*u# / t!oub#e *!ee com(#etion o* my *ina# te!m (!o)ect tit#ed $&" &, " am g!ace*u# to "ntitute o* anagement and &ec'no#ogy, 'aiabad *o! 'e#(ing u toa!d t'e com(#etion o* t'e (!o)ect.
" etend my dee(et and ince!e t'an+ to my (!o)ect guide, !. am !i'n and ot'e! ; ecu ecuti ti%e %e ;CL ;CL "n*o "n*o yt ytem em Ltd. Ltd. *o! *o! t'e t'e un*#i un*#inc nc'i 'ing ng u((o u((o!t !t and and guid guidan ance ce t'!oug'out t'e (!o)ect
" ou# ou#d d a#o a#o #i+e #i+e to t'an+ t'an+ a## a## t'e t'e eecu eecuti ti%e %e 'o 'o 'a! 'a!ed ed t'ei t'ei!! (!ec (!ecio iou u time time and and e(e!ience it' me.
Lat but not t'e #eat, " etend my ince!e t'an+ to a## t'e ta** membe! o* ;CL "n*oytem Ltd. *o! t'ei! coo(e!ation.
5
Ee0uti+e #umm!", (e!ation management i t'e (!oce o* b!inging (eo(#e in to t'e o!ganiation ma+ing %e!y %e!y u!e u!e t'at t'at ne ent! ent!ant ant 'a%e 'a%e t'e t'e (ote (otent ntia ia## and and i## i##in ingne gne to cont cont!i !ibut butee to o!ganiationa# ucce. "n today< cena!io it'out e**ecti%e (e!ation management t'e o!ganiation i## meet t'e conide!ab#e !eitance 'en int!oducing c'ange. =it'out o!ganiationa# c'ange and de%e#o(ment u!%i%a# become %e!y unce!tain o in o!de! to ma+e ma+e t'e t'e indu indut! t!y y u!% u!%i% i%ee it i %e!y %e!y im(o im(o!t !tant ant to ado(t ado(t t'e t'e di** di**e! e!ent ent (e! (e!at atio ion n management (!actice in a## o!ganiation o a to unde!tand t'e em(#oyee o! o!+e! need and ati*y t'em. &'e!e 'ou#d be e**ecti%e (eo(#e uti#iation in e%e!y indut!y. ## t'ee (!actice in an o!ganiation i## ma+e t'e o!ganiation to g!o at a *ate! (eed. &'e tudy i## be em(i!ica# and (!ima!y !eea!c' i## be done by uing t'e >uetionnai!e 'ic' i## adminite! to a#e, e!%ice and u((o!t *unction em(#oyee. &'e date i## be co##ected and aimi#ated by uing tatitica# too# #i+e median and date i## be ana#yed by uing ?a! C'a!t. &'e ana#yi i## be to *ind t'e e**ecti%ene e**ecti%ene o* cu!!ent $S.
6
2. IN INTR TROD ODUC UCTI TION ON
2.2.
HCL !' o+e"+ie ?o!n in 1976, ;CL 'a a 3-decade !ic' 'ito!y o* in%ention and inno%ation. "n 1978, ;CL de%e#o(ed t'e *i!t indigenou mic!ocom(ute! at t'e ame time a ((#e and 3 yea! be*o!e "?@ $C. $ C. Au!ing t'i (e!iod, "ndia a a b#ac+ bo to t'e o!#d and t'e o!#d a a b#ac+ bo to "ndia. &'i mic!ocom(ute! %i!tua##y ga%e bi!t' to t'e "ndian com(ute! indut!y. &'e 80@ a ;CL de%e#o(ing +no-'o in many ot'e! tec'no#ogie. ;CL@ inde(t' +no#edge o* Bni #ed to t'e de%e#o(ment o* a *ine g!ained mu#ti-(!oceo! Bni in 1988, t'!ee yea! a'ead a' ead o* Sun and ;$.
;CL@ /A a (un o** a ;CL &ec'no#ogie in 1997 to ma!+ t'ei! ad%ent into t'e o*ta!e e!%ice a!ena. Au!ing t'e #at eig't yea!, ;CL 'a t!engt'ened it (!ocee and a((#ied a((#ied it +no-'o +no-'o,, de%e#o( de%e#o(ed ed o%e! 30 yea! yea! into into mu#ti( mu#ti(#e #e (!acti (!actice ce - emiemiconducto!, o(e!ating ytem, automobi#e, a%ionic, bio-medica# engine ;CL@ /A a (un o** a ;CL &ec'no#ogie in 1997 to ma!+ t'ei! ad%ent into t'e o*ta!e e!%ice a!ena. Au!ing t'e #at eig't yea!, ;CL 'a t!engt'ened it (!ocee and a((#ied it +no-'o, de%e#o(ed o%e! 30 yea! into mu#ti(#e (!actice - emi-conducto!, o(e!ating ytem, automobi#e, a%ionic, bio-medica# enginee!ing, i!e#e, te#ecom tec'no#ogie, and many mo!e.
&oday, ;CL e## mo!e $C in "ndia t'an any ot'e! b!and, !un o!t'e!n "!e#and@ #a!get ?$ o(e!ation, and manage t'e neto!+ *o! ia@ #a!get toc+ ec'ange neto!+ a(a!t *!om deigning e!o %iibi#ity #anding ytem to #and t'e o!#d@ mot (o(u#a! ai!(#ane.
7
.
1976
;indu ;indutan tan Com(ut Com(ute! e! Limite Limited d ;CL ;CLDD bo!n bo!n..
1977
Ait!ibut Ait!ibution ion a##iance a##iance *o!med *o!med it' it' &o &o'iba 'iba *o! co(ie!. co(ie!.
1978
;CL ucce ucce* *u##y u##y 'i( 'i( in-'o in-'oue ue deign deigned ed mic!ocom mic!ocom(ute (ute!! at t'e ame time time a
((#e. &'e "ndian com(ute! indut!y i bo!n.
1980
;CL int!oduce int!oduce bit #iced, #iced, 16-bit 16-bit (!oce (!oceo! o! baed baed mic!ocom mic!ocom(ute! (ute!..
8
1983
"ndigenou#y "ndigenou#y de%e#o( de%e#o( an A?S, A?S, a eto! eto!+ing +ing S S a C#ient C#ient Se!%e! a!c'itectu!e a!c'itectu!e,,
at t'e ame time a g#oba# "& (ee!.
1986
;CL become t'e #a!get "& Com(any in "ndia.
1988
;CL int! int!oduc oduce e *ine-g! *ine-g!ain ained ed mu#ti-( mu#ti-(!oc !oce eo! o! Bni-3 Bni-3 yea! yea! a'ead o* Sun and
;$.
1990
Aata Aata Euet Euet ma!+ ma!+ ;CL o.1 among amongt t to( to( ten com(ut com(ute! e! giant giant..
1991
;CL Ltd. and ;e#ett ;e#ett $ac+a!d, $ac+a!d, BS, BS, (a!tne! (a!tne! to *o!m ;CL-;e#et ;CL-;e#ettt $ac+a!d $ac+a!d Ltd. Ltd.
G de%e#o( mu#ti-(!oceo! Bni *o! ;$-'e!a#d ;CL< ;CL< ent!y into cont!act
1994
Ait!ibut Ait!ibution ion a##iance a##iance *o!med *o!med it' it' !ico !icon n Sitc'e Sitc'e and and o+ia o+ia Ce## ('one. ('one.
1997
;CL "n*o ytem ytem a!e a!e *o!med. *o!med. ;CL@ ;CL@ /A (un-o* (un-o*** a ;CL ;CL &ec'n &ec'no#ogie o#ogie- ma!+ ma!+
ad%ent into o*ta!e e!%ice. G it' $e!ot Sytem, ta+e di%eted in 2003.
1999 199 9
"nit "nitia ia## $ub#i $ub#icc **e **e!i !ing ng made made by ;CL ;CL &ec'no# c'no#og ogie ie Ltd.F Ltd.Fo! o!ma mati tion on o* #oba #oba##
?oa!d o* Ai!ecto!.
2000
La!ge La!ge cont!act cont!act on *!om *!om ?an+e! ?an+e! &!ut &!ut,, L &eno!, &eno!, Cico, &e &ec', c', C among among
ot'e!.
2001
G it' it' Aeutc'e Aeutc'e ?an+- ASL o*ta!e o*ta!e *o!med. *o!med. ;CL ;CL ?$ ?$ "nco!(o!at "nco!(o!ated. ed. c>ui! c>ui!ed ed
?!iti' &e#ecom (o##o< contact cente! in ?e#*at, o!t'e!n "!e#and. ;CL "n*o ytem become #a!get 'a!da!e com(any.
2002
St!ong St!ong (u!ui (u!uitt o* non#ine non#inea! a! t!ategy t!ategy to iden iden e!%ice e!%ice (o!t*o#i (o!t*o#ioH oH e%e!a# e%e!a# G and
a##iance *o!med. St!ategic a##iance *o!ged it' one ((a!e# !ou(, "nc. a *o!tune 500
9
com(any. "n*!at!uctu!e e!%ice di%iion #aunc'ed to add!e eme!ging g#oba# need. So*ta!e buinee o* ;CL "n*o ytem and ;CL &ec'no#ogie &ec'no#ogie me!ged.
2003 200 3
La!g La!ge ett ?$ ?$ o!de o!de!! e%e! e%e! outo outou! u!ce ced d to an "ndi "ndian an ?$ *i!m, *i!m, on *!om ?!it ?!iti i' '
&e#ecom. Landma!+ dea# igned it' i!bu and A. ;CL man(oe! c!oe t'e 20,000 ma!+..
2004
cco!ded #eade! tatu by eta !ou( in in **'o!e utou!cing. ;CL i "ndia<
o.1 $C 4t' yea! in a !o.
2005
•
;CL ign So*ta!e Ae%e#o(ment g!eement it' ?oeing *o! t'e 787 A!eam #ine! (!og!am.
•
G it' C, a(an
•
;CL et u( *i!t $oe! $C a!c'itectu!e deign cente! outide o* "?.
•
Com(#et Com(#ete e buy buy-out -out o* G it' it' Aeutc' Aeutc'ee ?an+ ?an+ and ?!iti ?!iti' ' &e#ecom e#ecom (o##o (o##o Contact Cente!.
•
;CL integ!ate a## g!ou( em(#oyee unde! ;CL in domain.
•
Set u( a dedicated **'o!e Aeign Cente! *o! #eading #ea ding &ie!-1 &ie!-1 e!o(ace u((#ie!, ;ami#ton Sundt!and.
•
;CL "n*o ytem #aunc'e ub .10, 000 $C. oin 'and ' and it' A, ic!oo*t to b!idge t'e digita# di%ide.
2006
•
75,000I mac'ine (!oduced in a ing#e mont'.
•
;CL "n*o ytem in (a!tne!'i( it' &o'iba e(and it !etai# (!eence in "ndia by un%ei#ing @'o( &o'iba@. &o'iba@.
10
•
;CL "n*o ytem / o+ia announce a #ong-te!m dit!ibution t!ategy.
•
;CL t'e #eade! in Ae+to( $C un%ei# "ndia@ *i!t egment (eci*ic !ange o* noteboo+ b!and - @;CL La(to(@.
•
;CL "n*o ytem 'ocae Com(ute! So#ution *o! t'e u!a# a!+et in "ndia.
•
;CL Su((o!t in t'e AE C'anne#-2006 LA a!d *o! ?et *te! Sa#e Se!%ice on a nationide cutome! ati*action u!%ey conducted by "AC.
•
;CL A J - Ai' &G team u( to ta+e A&; &G to it net #e%e# o* g!ot' in "ndia
•
;CL "n*o ytem Fi!t in "ndia to Launc' t'e e ene!ation o* ;ig' (e!ation Se!%e! $#at*o!m $oe!ed by "nte# Aua# - Co!e Kenon 5000 $!oceo!. $!oceo!.
•
;CL Fo!m a St!ategic $a!tne!'i( it' $$L to (!o%ide Sa#e / Se!%ice Su((o!t *o! i$od in "ndia.
;CL i one o* t'e #eading g#oba# &ec'no#ogy and "& ente!(!ie it' annua# !e%enue o* BS 4 bi##ion. &'e ;CL nte!(!ie com(!ie to com(anie #ited in "ndia, ;CL &ec'no#ogie &ec'no#ogie http://www.hcltech.com/D and ;CL "n*o ytem http://www.hclinfosystems.in/D
&'e 30 yea! o#d ente!(!ie, *ounded in 1976, i one o* "ndia@ o!igina# "& ga!age ta!t u(. "t !ange o* o**e!ing o**e!ing (an /A and &ec'no#o &ec'no#ogy gy Se!%ice, Se!%ice, nte!(!ie nte!(!ie and ((#ication ((#ication Conu#ting, emote "n*!at!uctu!e anagement, ?$ e!%ice, "& ;a!da!e, Sytem "nteg!ation and Ait!ibution o* &ec'no#ogy and &e#ecom (!oduct in "ndia. &'e ;CL team com(!i com(!ie e 45,000 45,000 (!o*e (!o*ei iona# ona# o* di%e! di%e!ee nation nationa#i a#itie tie, , o(e!at o(e!ating ing ac!o ac!o 17 count!ie inc#uding 360 (oint o* (!eence in "ndia. ;CL 'a g#oba# (a!tne!'i( it' e%e!a# #eading Fo!tune 1000 *i!m, inc#uding e%e!a# "& and &ec'no#ogy ma)o!. ma)o!.
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2.3.
HCL DNA4 Fue#ed by t'e ent!e(!eneu!ia# ea# o* it *ounde!, ;CL de%e#o(ed t'e *i!t indigenou mic!ocom(ute mic!ocom(ute!! in 1978, at t'e ame time a ((#e. ((#e. Since t'en, ;CL 'a 'ad a 3-decade !ic' 'ito!y o* in%ention and inno%ation. nt!e(!eneu! i t'e te!m t'at bet dec!ibe t'e ;CL em(#oyee. &'e &" magaine 'a !e*e!!ed to ;CL a an Minte##ectua# c#ean !oom 'e!e it em(#oyee cou#d imagine end#e (oibi#itie.M
%e! ince ;CL ente!ed into an a##iance in 1970, (a!tne!'i( and ;CL 'a%e been ine(a!ab#e. ?ond 'a%e been *o!ged it' (a!tne! to co-c!eate %a#ue. St!ong ino!ganic g!ot' i a tetimony to t'e (i!it o* (a!tne!'i(.
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&'i ent!e(!eneu!ia# ent!e(!eneu!ia# and in-in in-in !e#ation'i !e#ation'i( ( d!i%en cu#tu!e continue continue to guide ;CL in a## it endea%o!.
2.5.
Em$ Em $%o,e" #$ot%i*(t4
HCL i one o* "ndia< #eading g#oba# "& Se!%ice com(anie, (!o%iding o*ta!e-#ed "&
o#ution, !emote in*!at!uctu!e management e!%ice and ?$. ;a%ing made a *o!ay into t'e g#oba# "& #andca(e in 1999 a*te! it "$, *ocue on &!an*o!mationa# utou!cing, o!+ing it' c#ient in a!ea t'at im(act and !e-de*ine t'e co!e o* t'ei! buine. &'e com(any #e%e!age an eteni%e g#oba# o**'o!e in*!at!uctu!e and it g#oba# neto!+ o* o**ice in 16 count!ie to de#i%e! o#ution ac!o e#ect %e!tica# inc#uding Financia# Se!%ice, etai# / Conume!, Li*e Science e!o(ace, utomoti%e, Semiconducto!, &e#ecom &e#ecom and $ edia $ub#i'ing / nte!tainmentD
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HCL i' I'di!4 ;CL 'a e%o#%ed *!om a d!eam o* eig't youngte! in 1977 to t'e count!y@ to( "& g!ou( today. u! e##-ba#anced (o!t*o#io o* tu!n+ey o#ution ac!o e>ui(ment, o*ta!e and e!%ice ma+e ou! o**e!ing end-to-end *o! a## "& need o* t'e "ndian cutome!. u! !ecognition (ea+ o* ou! dominant (oition in "ndia. G/A100 2005, o. 1 Secu!ity e!%ice (!o%ide! in "ndia by AE nnua# 2004, o.1 "n*!a e!%ice (!o%ide! by C$ 2005, and o.1 $C ?!and !ecognie u a o.1 eto!+ anagement e!%ice (!o%ide! in "ndia *o! t'e #at 5 yea! in "ndia. ;CL i +non to be t'e 'a!binge! o* tec'no#ogy in t'e count!y. u! (a!tne!'i( it' tec'no#ogy #eade! #i+e A, !ac#e, S$, , "nte#, and ic!oo*t go bac+ to t'e time 'en "ndia a being !ecognied a a g!oing and t!ategic ma!+et. #ong it' g#oba# g#oba# ca(abi# ca(abi#ity ity,, ;CL 'a #e%e!a #e%e!aged ged uc' uc' !e#ati !e#ation on'i( 'i( to c!eate c!eate %a#ue %a#ue *o! "ndian "ndian cutome! - t'e com(!e'eni%e integ!ated ma!+et u!%ei##ance o#ution *o! S?" being one uc' eam(#e. u! e!%ice a!e bac+ed by an eteni%e eteni%e di!ect u((o!t in*!at!uctu!e in*!at!uctu!e (!ead ac!o 170 #ocation nationide, 'ic' o**e! 24-7 u((o!t o**e!ing *o! c!itica# ite. =it' =it' mo!e t'an 70 S$ im(#ementation ti## date, ;CL 'a been !ende!ing e!%ice to +ey "ndian (#aye! in ?an+ing, etai# and o%e!nment. =e a!e committed to t'e "ndian a!+et and i## continue to in%et mo!e to *u!t'e! en!ic' ou! end-to end-to end "& o**e!ing o**e!ing *o! t'i t'i ma!+et ma!+et.. u! *#ei *#eib#e b#e engagem engagement ent mod mode# e#,, !ic' !ic' 'e!itage o* tec'no#ogy o#ution and o%e! 29 yea! o* #eade!'i( ac!o e!%ice a!ea gi%e u a t!ategic ad%antage to meet mee t t'e nation@ "& need.
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2.6.
About HCL ;CL nte!(!ie i a #eading #oba# &ec'no#ogy and "& ente!(!ie t'at com(!ie to com(anie #ited in "ndia - ;CL &ec'no#ogie / ;CL "n*o ytem. &'e 3-decade-o#d ente!(!ie, *ounded in 1976, i one o* "ndia< o!igina# "& ga!age ta!t-u(. "t !ange o* o**e!i o**e!ing ng (an (an $!oduc $!oductt ngine nginee!i e!ing, ng, &ec'no# ec'no#ogy ogy and ((#i ((#icat cation ion Se!%ic Se!%ice, e, ?$, ?$, "n*!a "n*!at! t!uctu uctu!e !e Se!%ice Se!%ice, , "& ;a!da ;a!da!e, !e, Sytem Sytem "nteg! "nteg!ati ation, on, and dit!i dit!ibuti bution on o* "C& (!oduct. &'e ;CL team com(!ie a((!oimate#y 42,000 (!o*eiona# o* di%e!e nationa#itie, 'o o(e!ate *!om 16 count!ie inc#uding 300 (oint o* (!eence in "ndia. ;CL 'a g#oba# (a!tne!'i( it' e%e!a# #eading Fo!tune 1000 *i!m, inc#uding #eading "& and &ec'no#ogy *i!m. ;CL &ec'no#ogie i one o* "ndia< #eading g#oba# "& Se!%ice com(ani com(anie, e, (!o%id (!o%iding ing o*ta o*ta!e!e-#ed #ed "& o#uti o#ution on,, !emote !emote in*!a in*!at! t!uctu uctu!e !e managem management ent e!%ice and ?$. ;a%ing made a *o!ay into t'e g#oba# "& #andca(e in 1999 a*te! it "$, ;CL &ec'no#ogie *ocue on &!an*o!mationa# utou!cing, o!+ing it' c#ient in a!ea t'at im(act and !e-de*ine t'e co!e o* t'ei! buine. &'e com(any #e%e!age an eteni%e g#oba# o**'o!e in*!at!uctu!e and it g#oba# neto!+ o* o**ice in 16 count!ie to de#i%e de#i%e!! o#uti o#ution on ac!o ac!o e#ect e#ect %e!tic %e!tica# a# inc#ud inc#uding ing Financi Financia# a# Se!%ic Se!%ice, e, etai# etai# / Conume!, Li*e Science e!o(ace, utomoti%e, Semiconducto!, &e#ecom and $ edia $ub#i'ing / nte!tainmentD. Fo! t'e >ua!te! ending 31t Aecembe! 2006, ;CL &ec'no#ogie, &ec'no#ogie, a#ong it' it ubidia!ie 'ad !e%enue &&D o* BS 1.155 bi##ion . 5220 c!o!eD and em(#oyed 38,317 (!o*eiona#.
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2.@. St"o'* SAP C!$!bi%itie#4 C!$!bi%itie#4
;CL &ec'no#ogie &ec'no#ogie i one o* t'e #a!get g#oba# S$ e!%ice (!o%ide! in "ndia, (!o%iding a (ect!um o* S$ e!%ice. ;CL &ec'no#ogie 'a de%e#o(ed t!ong ca(abi#itie on t'e S$ et =ea%e! (#at*o!m and d!i%e ma!+et demand in t'e S$ o!#d t'!oug' uni>ue ma!+et (!o(oition and u(g!ade o**e!ing to my S$ $. ;CL i a %a#ue added !ee##e! and e!%ic e!%ice e (a!tne (a!tne!! ac!o ac!o mu#ti mu#ti(#e (#e geog!a geog!a('i ('ie. e. =it' =it' a t!ac+ t!ac+ !eco!d !eco!d o* ucce ucce*u *u## engagement in t'i (ace, ;CL 'a !ecei%ed (!etigiou aa!d *!om S$ - ditingui'ed (a!tne! aa!d 2005, bet my S$ ;C im(#ementation aa!d 2005, Sa(< Mouttanding (a!tne! aa!d *o! im(#ementationNu(g!ade (!o)ect 2004, and mo!e. Fo!!ete! 'a #auded ;CL &ec'no#ogie i one o* a numbe! o* *i!m in t'i (ace and i a %iab#e candidate *o! mu#tinationa# *i!m t'at a!e contem(#ating g#oba# outou!cing and a!e inte!eted in S$ im(#ementation and maintenance e!%ice.
2.7. 8ISION STATEMENT
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&oget'e! &o get'e! e c!eate ente!(!ie o* tomo!!o.
2.9.MISSION STATEMENT
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&o (!o%ide o!#d c#a in*o!mation tec'no#ogy o#ution and e!%ice to enab#e ou! cutome! to e!%e t'ei! cutome! bette!<.
2.:.;UALITY POLICY STATEMENT
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=e i## de#i%e! de*ect-*!ee (!oduct, e!%ice and o#ution to meet t'e !e>ui!ement o* ou! ete!na# and inte!na# cutome! t'e *it time, e%e!y time.<
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2.<.OUR OJECTI8E
OUR MANAGEMENT OJECTI8E
&o *ue# initiati%e and *ote! acti%e by a##oing indi%idua# *!eedom o* action and
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inno%ation in attaining de*ined ob)ecti%e.
OUR PEOPLE OJECTI8E
&o 'e#( ;CL "n*oytem (eo(#e 'a!e in t'e com(any< ucce, 'ic' t'ey ma+e
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(oib#e to (!o%ide )ob ecu!ity baed on t'ei! (e!ationH to !ecognie t'ei! indi%idua# ac'ie%ement and to 'e#( t'em gain a ene o* ati*action and accom(#i'ment *!om t'ei! o!+.
2.2=.
CORE 8ALUES
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=e 'a## 'a## u('o#d t'e dignity o* indi%idua#
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=e 'a## 'ono! a## commitment.
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=e 'a## 'a## be committed to Eua#ity. "nno%ation and g!ot' in e%e!y e%e! y endea%o!.
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=e 'a## be !e(onib#e Co!(o!ate Citien.
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2.22.
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A SNAPSHOT OF HCL I'&o#,#tem em## Lt Ltd.
"ndia< #eading "& com(any ;CL "n ay i "ndia< #a!get in*o!mation tec'no#ogy "&D, t!annationa# cong#ome!ate. =it' it-de(t' e(e!tie in de%e#o(ing o#ution (anning di%e!e tec'no#ogie.
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;CL "ny aim to (!o(e# it cou!e on to t'e 'ig' g!ot' $at' tota# &ec'no#ogy "nteg!ation. &oa!d ca(tu!ing to nd o* ma!+et (ect!um - ente!(!ie o#ution and $C.
;CL "ny 'a made igni*icant t!ategic in*!at!uctu!e in%etment in t'e (!o*eiona# e!% e!%ic ice e !ga !gani niat atio ion n $SD $SD,, t'e t'e Su((o Su((o!t !t Se!% Se!%ic ice e !ga !gani niat atio ion n SS SSDD and and it it manu*ac manu*actu! tu!ing ing (#ant (#ant at $ondic $ondic'e!! 'e!!y y. &'u &'u it i t'e manu*ac manu*actu! tu!e! e! o* gene!a# gene!a# (u!(o (u!(oee com(ute com(ute!! and (!o%id (!o%ide e e!%ic e!%ice e in t'e a!ea a!ea o* "& Conu# Conu#tanc tancy y, ytem ytem integ! integ!ati ation, on, So*ta!e Ae%e#o(ment and &!aining.
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"t ma+e t!ue tec'no#ogy integ!ation (oib#e ac!o mu#ti(#e (#at*o!m, t'i a (oib#e becaue o* t'e in-de(t' e(e!tie in de%e#o(ing tate-o*-t'e-a!t indigenou 'a!da!e o#utionH t'o!oug' unde!tanding o* neto!+ing tec'no#ogy. tec'no#og y.
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a (a!t o* t'i (#an to ma!+et mo!e and mo!e tec'no#ogy integ!ation e!%ice o!#dide, ;CL in y 'a a#!eady ta+en a te( in t'e di!ection o* e(o!t by #oca#iing it e!%ice com(!iing o*ta!e, 'a!da!e deign and de%e#o(ment, %a#ue added u((o!t e!%ice neto!+ing ab !e(ai! e!%ice and o%e!ea integ!ation (!o)ect to meet t'e demand o* t'e g#oba# c#ient.
Com(any< continuou and conitent antici(ation o* t'e !e>ui!ement o* t'e "& "ndut!y 'a #ed it to unde!ta+e t'e ac>uiition o* t'e buine o* ;CL "n*o o#ution #imited no +non a F!ont#ine F!ont#ine Ai%iionD, Ai%iionD, ;CL $e!i('e!a# $e!i('e!a# Limited no +non t'e ac>uiition ac>uiition o*
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Cutome! Su((o!t !ganiation CSD acti%itie o* ;CL **ice utomation Limited no +no a o**ice utomation utomation Ai%iionD
FRONTLINE DI8ISION
F!ont#ine Ai%iion, *o!me!#y ;CL "n*o o#ution Ltd. ;CL "no#D ta!ted it' t'e aim o* inc!ea inc!eain ing g ma!+et ma!+et (enet! (enet!ati ation on by 'anding 'anding egmen egment t not co%e!ed co%e!ed by ;CL "ny "ny and c!eating ne nic'e. &o &oday day it (ecia#ie.
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3. Li Lite te"! "!tu tu"e "e Re Re+i +ie e
conce!n e!ned ed it it' ' o%e! o%e!ee eeing ing,, O$e"!tio'# O$e"!tio '# m!'!*e m!'!*eme't me't i an a!ea o* m!'!*eme't conc deig de igni ning, ng, an and d co cont nt!o !o## ##in ing g t' t'ee (! (!oc oce e o* (! (!od oduct uctio ion n an and d !e !ede dei igni gning ng bu bui ine ne g ood o! e!%ice. o$e"!tio'# in t'e (!oduction o* good
Fou" T,$e# o& Fo0u# Dime'#io'# U#ed i' O$e"!tio'# M!'!*eme't
%e!y buine o(e!ate a#ong *ou! baic *ocu dimenion: *inance, cutome!, inte!na# (!ocee, and #ea!ning and inno%ation. &'ee t'eo!etica# di%iion o* o(e!ation management come *!om t'e !eea!c' o* obe!t S. a(#an and Aa%id $. o!ton. &'e dimeni dimenion on a!en
Finance &'e 'ea!t o* t'e *inancia# dimenion *o! mot buinee i (!o*it, t'oug' 'o!t-te!m *inancia# goa# mig't entai# ac!i*icing cu!!ent (!o*it to inc!eae *utu!e ca(acity. Fo! eam(#e, a com(any mig't decide to !ein%et a## it (!o*it into ne and bette! mac'ine!y to inc!eae (!oduction ca(acity and e**iciency, but t'e u#timate goa# !emain g!eate! (!o*it. anage! mut cont!o# t'e *#o o* money t'!oug' t'e o!ganiation to enu!e 'o!t-te!m goa# a#ign it' #ong-te!m goa#. Cutome! Cutome! a!e t'e *oundation o* you! buine. =it'out t'e *#o o* t'ei! money t'!oug' you! o!ganiation, e%e!yt'ing g!ind to a 'a#t. anage! aim to maimie t'e *#o o* cutome! money, but t'at doen
ue 'ote#, *o! eam(#e, mig't *ocu on e!%ing !e#ati%e#y *e 'ig'-(aying cutome!, 'i#e a c'ain 'ote# *ocue on t'e ide at' o* (eo(#e 'o a!e uni##ing to
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(ay 'ig' (!ice. &'oug' eac' buine ta!get cutome! 'o 'a%e di**e!ent need, meeting t'oe need i e>ua##y %ita# to t'ei! (!o*itabi#ity. (!o*itabi#ity. "nte!na# $!ocee (timiation o* inte!na# (!ocee #ead to g!eate! (!o*itabi#ity and cutome! ati*action. Fo! eam(#e, a manage! mig't *ocu on de%e#o(ing de%e#o(ing e**icient e**icient communication communication it'in an o!ganiation to enu!e o!de! t!a%e# >uic+#y *!om t'e cutome! e!%ice de(a!tment to t'e (!oduction #ine. &'e manage! *u!t'e! e(edite t'e o!de! by enu!ing t'e (!oduction de(a!tment ync it' t'e 'i((ing de(a!tment to get t'e o!de! to t'e cutome! >uic+#y. Fine-tuning t'e (!oce to ma+e it maima##y e**icient +ee( o(e!ating cot #o and (#eae cutome!, #eading to g!eate! (!o*it. Lea!ning and "nno%ation &ec'no# c'no#ogy ogy (!og (!og!e !e e e and o mu mut t bui buine ne e e.. n in%e in%ent ntio ion n t'at t'at im(! im(!o%e o%e a manu*actu!ing (!oce, *o! eam(#e, mig't be a game c'ange! t'at *o!ce *acto!ie to u(g!ade t'ei! (!ocee o! #ag be'ind com(etito!. good manage! tay ab!eat o* tec'no#ogica# 'i*tH a g!eat manage! antici(ate and initiate c'ange by encou!aging 'e! o!ganiation to *ocu on #ea!ning and inno%ation. $!actica##y, t'i can mean anyt'ing *!om 'a%ing a e##-*unded !eea!c'-and-de%e#o(ment team to (aying *o! continuing education *o! em(#oyee. n o!ganiation t'at u!mount cogniti%e #imitation tay one te( a'ead o* it com(etito!.
U'de"#t!'di'* o$e"!tio'# m!'!*eme't Conide! t'e ing!edient o* you! b!ea+*at t'i
mo!ning. Bn#e you #i%e on a *a!m and (!oduced t'em you!e#*, t'ey (aed t'!oug' a num nu mbe be!!
o* di di***e! e!en entt
(!oc (! oce ei ing ng t te( e(
bette be een en t'e *a *a!!me me!!
and an d
you ou!!
tab# ta b#e. e.
%e!y o!ganiation 'a an o(e!ation *unction, 'et'e! o! not it i ca##ed Oo(e!ation<. &'e goa# o! (u!(oe o* mot o!ganiation in%o#%e t'e (!oduction o* good andNo!
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e!%ice. (e!ation in ome *o!m 'a been a!ound a #ong a 'uman ndea%ou! ite#* but, in mode!n manu*actu!ing and e!%ice indut!y at #eat, it 'a c'anged d!amatica##y o%e! time. &o ome e(ecia##y t'oe (!o*eiona##y in%o#%ed in o(e!ation managementPD o(e!ation management in%o#%e e%e!yt'ing an o!ganiation doe. "n t'i ene, e%e!y manage! i an o(e!ation manage!. O$e"!tio'# m!'!*eme't de&i'itio'#
&'e!e a!e many di**e!ing de*inition o* o(e!ation managementH e 'a%e (ic+ed a !ange *o! you to #oo+ at be#o. Ae(ending on you! (eci*ic a!ea o* o(e!ation management, ome may uit you! !o#e o! unde!tanding bette!, but o%e!a## t'ey a## ma+e a imi#a! (oint.
Q &'e e**icient and e**ecti%e im(#ementation o* t'e (o#icie and ta+ necea!y to ati a ti*y *y an o! o!ga gani niat atio ion< n< cu cut tom ome! e!, , em em(# (#oy oyee ee,,
and an d
mana ma nagem gement ent a and nd
toc+'o#de!, i* a (ub#ic#y oned com(anyD Q &'e management o* ytem o! (!ocee t'at c!eate good andNo! (!o%ide e!%ice M&'e on-going acti%itie o* deigning, !e%ieing and uing t'e o(e!ating ytem, to ac'ie%e e!%ice out(ut a dete!mined by b y t'e o!ganiation *o! cutome!M =!ig't, =!ig't, 1999D Q a ana nagem gement ent o* ma main in bu bui ine ne ac acti ti%i %ity ty:: t' t'ee o! o!ga gani nii ing ng and con cont! t!o# o##i #ing ng o* t' t'ee *undamenta# buine acti%ity o* (!o%iding good and e!%ice to cutome! Q (e!ation management dea# it' t'e deign and management o* (!oduct, (!ocee, e!%ice e!%i ce and u((#y c'ain. "t coni conide! de! t'e ac>ui ac>uiition ition,, de%e# de%e#o(ment, o(ment, and uti#i uti#iatio ation n o* !eou!ce t'at *i!m need to de#i%e! t'e good and e!%ice t'ei! c#ient ant.
22
Q &'e (u!%ey o* o(e!ation management !ange *!om t!ategic to tactica# and o(e!ationa# #e%e#. #e%e #. e( e(!e !eent entati ati%e %e t! t!ate ategic gic i iue ue inc inc#ude #ude det dete!m e!mini ining ng t'e i ie e and #oc #ocati ation on o* manu*actu!ing (#ant, deciding t'e t!uctu!e o* e!%ice o! te#ecommunication neto!+, and deigning tec'no#ogy u((#y c'ain. Q &actica# iue inc#ude (#ant #ayout and t!uctu!e, (!o)ect management met'od, and e>ui(ment e>ui(me nt e#ec e#ection tion and !e(#ac !e(#acement. ement. (e!ationa# (e!ationa# iue iue inc#u inc#ude de (!oduc (!oduction tion c'edu# c'edu#ing ing and cont!o#, in%ento!y management, >ua#ity cont!o# and in(ection, t!a**ic and mate!ia# 'and#ing, and e>ui(ment maintenance (o#icie. Q ( (e! e!at atio ion n ma mana nagem gement ent i an a! a!ea ea o* ma manag nagem ement ent co conc nce! e!ne ned d i it' t' o%e o%e! !ee eein ing, g, deigning, deign ing, cont!o##ing cont!o##ing t'e (!oce (!oce o* (!oduct (!oduction ion and !edei !edeigning gning buine o(e!ation o(e!ation in t'e (!oduction o* good andNo! e!%ice. "t in%o#%e t'e !e(onibi#ity o* enu!ing t'at buine o(e!ation a!e e**icient in te!m o* uing a *e !eou!ce a needed, and e**ecti%e in te!m o* meeting cutome! !e>ui!ement. "t i conce!ned it' managing t'e (!oce t'at con%e!t in(ut in t'e *o!m o* mate!ia#, #abo! and ene!gyD into out(ut in t'e *o!m o* good andNo! e!%iceD. IOM ou%d %i1e to t(!'1 De"e1 T(om!#o' FIOM U'i$!"t E$e"t P"!0ti0e# &o" #(!"i'* e!m$%e# !'d i'&o"m!tio' 0o't!i'ed i' t(i# #e0tio' &o" t(e be'e&it o& IOM membe"# !'d t(o#e i'te"e#ted i' %e!"'i'* mo"e !bout (!t o$e"!tio'# m!'!*eme't i#. So (!t doe# it me!'#?
='at eact#y doe t'i mean in !ea# te!mR ='at +ind o* ta+, !o#e and !e(onibi#itie do (eo(#e o!+ing in o(e!ation management 'a%eR Forecast demand
a!+et (!oduct da(t to com(#y it' cutome! cutome! demand
23
Bnde!tand 'at t'e cutome! ant Bnde!tand 'o muc' t'e cutome! ant Set ta!get timeca#eD no (!oduct demand eau!ing tanda!d $!oduce a#e in%oice N o#%e cutome! di(ute eau!e out(ut $#an (!oduction and timeca#e Sourcing and procure procurement ment
!de! mate!ia# egotiate (!ice C'ec+ de#i%e!y it' o!de! econci#e in%oice it' co!!ect u((#ie! tatement $ay on time ?uy u((#ie !de! mate!ia# Stoc+ cont!o# ?uying !eou!ce and a##ocating "n%ento!y N toc+ cont!o#
24
Sc'edu#e u((#ie! anaging toc+ getting it in t'e !ig't (#ace at t'e !ig't timeD Locating and (!ocu!ing u((#ie $ay u((#ie! Creation of output
anaging budget Cot im(#ication ?uy cot e**ecti%e mate!ia# e(#eni' in%ento!ie !!ange *o! necea!y e>ui(ment Sc'edu#e mate!ia# N ta** N e>ui(ment to (!oduce good and e!%ice $#an Oo!+ o!de!< $!oduce (!oduct $!oduce good Con%e!ting u((#ied mate!ia# adding %a#ueD Eua#ity cont!o# eau!e con*o!mance N >ua#ity Delivery
Cutome! ati*action
25
Ae#i%e! *ini'ed (!oduct Conide! #ogitic N de#i%e!y !!ange de#i%e!y to cutome! cutome! Ai(atc'ing t'e good o! e!%ice to t'e cutome! !!ange (ac+aging N (!eentation Managing people
m(#oy (eo(#e &!ain (eo(#e "m(#ementing and timeca#e utou!ce Ae#egation anaging (eo(#e ec!uit and t!ain ta** Sc'edu#e #abou! "ie& (i#to", o& o$e"!tio'# m!'!*eme't Pre 18th century century
g!icu#tu!e
a
t'e
(!edominant
indut!y
in
e%e!y
count!y
Industriall Revolution Industria Revolution 1770–1830 1770–1830
26
conomy baed on manua# #abou! a !e(#aced by b y one dominated by b y indut!y and t'e manu*actu!e o* mac'ine!y &'e de%e#o(ment o* a##-meta# mac'ine too# in t'e *i!t to decade o* t'e 19t' centu!y *aci#itated t'e manu*actu!e o* mo!e (!oduction mac'ine (oe!ed by team o! ate ame =att, 1785D Second Industrial Industrial Revolution Revolution (around (around 1850) 1850)
Ae%e#o(ment o* team-(oe!ed 'i(, !ai#ay, and #ate! in t'e nineteent' centu!y it' t'e inte!na# combution engine and e#ect!ica# (oe! gene!ation "nt!oduction o* F!ede!ic+ =. =. &ay#o!@ &ay#o!@ ytematic ytematic a((!oac' to cienti*ic management at t'e beginning o* t'e tentiet' centu!y cen tu!y 1911D ;en!y ;en! y Fo!d, *at'e! o* t'e mo%ing aemb#y #ine, b!oug't t'e o!#d into an age cent!ed a!ound t'e ma (!oduction o* good 1920D Post WWII
Le%e!age o* management cience tec'ni>ue t'at e!e de%e#o(ed in t'e a! !ot' in (oe! o* com(ute! a(anee &oyota &oyota $!oduction Sytem &$SD baed on t'!ee (!inci(#e: 1. Eua#ity 2. Continua# "m(!o%ement 3. #imination o* ate Late 150s and and early 1!0s 1!0s
27
o%e *!om indut!ia# enginee!ing and o(e!ation !eea!c' into (!oduction management $!oduction management become a (!o*eiona# *ie#d a e## a an academic dici(#ine a)o! o!#d economie e%o#%ing into t'e e!%ice a!ena: o e!%ice )ob outnumbe! manu*actu!ing )ob o (!oducti%ity inc!eae muc' mo!e di**icu#t to ac'ie%e (e!ation tec'ni>ue begin to be inco!(o!ated into e!%ice -t'e te!m (!oductionNo(e!ation management come into ue "oday
n%i!onmenta# and ocia# aa!ene T,$e# o& o$e"!tio'# m!'!*eme't
%e!y o!ganiation 'a an o(e!ation *unction, 'et'e! o! not it i ca##ed Oo(e!ation<. &'e goa# o! (u!(oe o* mot o!ganiation in%o#%e t'e (!oduction o* good andNo! e!%ice. &'ee (age (!o%ide you it' an idea o* t'e o!t o* ta+ and (!ocee t'at !e#ate to o(e!ation management it'in eac' o* t'e *o##oing indut!y ty(e. anu*actu!ing (!oduct $!o%iding inu!ance co%e! $!o%iding 'ea#t'ca!e o%e!nment !med !med Fo!ce (eace +ee(ing
28
KF KF b!inging !e#ie* Manufacturing products M!'!*i'* o$e"!tio'#
ecei%ing !e>ui!ement $!ocu!ing !a mate!ia# ec!uiting and !etaining ta** ?udgeting and ca' management eeting ;ea#t', Sa*ety and Lega# !e>ui!ement $#anning !eou!ce "m(!o%ing >ua#ity, cot and de#i%e!y $!ocu!ing N managing aet Ae*ining (o#icie and (!ocedu!e a+ing (!oduct Sto!ing and dit!ibuting (!oduct egotiation $!o%ide t!aining $#an !a mate!ia# $!oce !a mate!ia# a+e inte!mediate
29
$!oce co(y *o! Cont!o#D $!inting Eua#ity cont!o# ecyc#ing N !eo!+ Providing insurance cover M!'!*i'* o$e"!tio'#
ecei%ing !e>uet *o! co%e! eing eing N !eae !i+ !i+ ne!ing ne!ing cutome! en>ui!ie Bnde!ta+ing com(etito! !e%ie $!oceing c#aim a+ing (ayment ec!uiting and !etaining ta** ?udgeting and ca'-*#o management eeting ;ea#t', Sa*ety and Lega# !e>ui!ement $#anning !eou!ce "m(!o%ing >ua#ity, cot and de#i%e!y Cutome! ca!e (!oce cc!edit !e(ai!e! !e(ai!e!
30
Fo!ecat demand $!oce a((#ication $!oce !enea# Ca#cu#ate no c#aim bonue !!ange !!ange !e(ai! Send out ce!ti*icate N !eminde! Send out c#aim *o!m Providing healthcare M!'!*i'* o$e"!tio'#
btaining *inance $!o)ect N (!og!amme anagement ec!uiting and !etaining ta** Sou!cing and (!ocu!ing u((#ie e(onding to eme!gencie Sc'edu#ing (atient o(e!ation Cont!o##ing in*ection $!o%iding (ot o(e!ati%e ca!e Ca(acity (#anning bed N t'eat!e managementD Eua#ity cont!o# N t!ac+ and t!ace
31
Ai(atc' ambu#ance "n*o!m 'o(ita# o* a!!i%a# "n*o!m ta+e'o#de! Contact t'eat!e team $!o%ide inte!im ca!e tabi#ie (atient $!e(a!e !eou!ce t'eat!eD itting *o! o(e!ation eou!ce (#anning "&B N a!dD $#an diagnotic !eou!ce Liaie it' ot'e! de(a!tment Ae(#oy ambu#ance Government M!'!*i'* o$e"!tio'#
;C o $!oce ta *o!m o "n%etigate e!!o! o $!oecute o**ende! o Labou! (#anning Socia# Se!%ice
32
o eing !i+ o $!o%iding u((o!t e!%ice me!gency Se!%ice o Ca(acity (#anning o eou!ce de(#oyment Cent!a# o%e!nment o ene!ate ne #a o "n*#uence (eo(#e o $!oce c#aimant o ##ocate !eou!ce acco!ding to need o ducate and t!ain (eo(#e Armed Forces M!'!*i'* o$e"!tio'#
&!aining &!aining and de%e#o(ment Contingency (#anning Ca(ita# in%etment and (!og!amme management Logitic o#die! and mate!ia#D mate!ia#D Su((#y c'ain management etu!n management
33
Ae(#oyment eau!ement and cont!o# anage budget and cot Sta+e'o#de! management anage (eo(#e anage !eou!ce e>ui(ment and mate!ia#D anagement o* maintenance !FAM M!'!*i'* o$e"!tio'#
ene!ate *und Contingency (#anning ate!ia# and #abou! (#anning Fo!ecat demand Sou!ce and (!ocu!e non-(e!i'ab#e e(one time management ='at-i* and cena!io (#anning Ae(#oying aid (eo(#e and mate!ia#D &!an(o!t to ite o* diate! nab#ing utainabi#ity
34
Ait!ibute to (eo(#e in need $#an *o! 'o!t te!m and #onge! te!m utainabi#ity Conduct !i+ aement S+i## aement N t!aining t!aining anage 'o( un co##ection N donation ecei%e good and (!ice in 'o(
35
>(!t do o$e"!tio'# m!'!*e"# do?
Strategic "long term# $evel
e(onib#e *o!, and deciion about: o ='at to ma+e (!oduct de%e#o(mentD o ;o to ma+e it (!oce and #ayout deciionD o! 'ou#d e buy itR o ='e!e to ma+e it ite #ocationD o ;o muc' i needed 'ig' #e%e# ca(acity deciionD %actical %a ctical $evel "intermediate term#
dd!e mate!ia# and #abou! !eou!cing it'in t!ategy cont!aint, cont!aint, *o! eam(#e: o ;o many o!+e! a!e needed and 'en #abou! (#anningD o =' ='at at #e #e%e# %e# o* t toc oc+ + i !e !e>ui >ui!e !ed d an and d ' 'en en ' 'ou# ou#d d it be de# de#i% i%e! e!ed ed in%ento!y and !e(#eni'ment (#anningD o ;o man many y 'i 'i*t *t to o! o!+. +. ='e ='et'e t'e!! o%e! o%e!tim timee o! ub ubcont cont!ac !acto! to! a!e !e>ui!ed detai#ed ca(acity (#anningD perational $evel
Aetai#ed #oe!-#e%e# dai#yNee+#yNmont'#yD (#anning, eecution and cont!o# deciion, *o! eam(#e: o ='at to (!oce and 'en c'edu#ingD o &'e o!de! to (!oce !e>ui!ement e>uencingD o ;o o!+ i (ut on !eou!ce #oadingD 36
o ='o doe t'e o!+ aignmentD
37
>(!t #1i%%# do o$e"!tio'# m!'!*e"# 'eed?
;a%e +no#edge o*: ad%anced o(e!ation tec'no#ogy and tec'nica# +no#edge !e#e%ant to 'iN'e! indut!y inte!(e!ona# +i## and +no#edge o* ot'e! *unctiona# a!ea t'e abi#ity to communicate e**ecti%e#y e**ecti%e#y,, moti%ate ot'e! (eo(#e, manage (!o)ect, and o!+ on mu#tidici(#ina!y team u#ti-dici(#ina!y o!+ing, *o! eam(#e: Su((#y c'ain management o* a## a(ect o* (!o%iding good to a conume! *!om et!action o* !a mate!ia# to end-o*-#i*e di(oa# &'e inte!*ace it' ma!+eting dete!mining 'at cutome!@ %a#ue (!io! to (!oductNe!%ice de%e#o(ment (e!ation managementN*inance inte!*ace ca(ita# e>ui(ment and in%en to!ie com(!ie a iab#e (o!tion o* many *i!m@ aet in addition to no!ma# o(e!ating cot Se!%ice o(e!ation co(ing it' in'e!ent e!%ice c'a!acte!itic uc' a imu#taneou de#i%e!yNconum(tion, (e!*o!mance meau!ement, etc (e!ation t!ategy conitent and a#igned it' ot'e! t!ategie and #ega# !e>ui!ement $!oce deign and im(!o%ement managing t'e inno%ation (!oce
38
I##ue# &!0i'* o$e"!tio'# m!'!*e"#
a)o! iue a!e: n%i!onmenta# utainabi#ity, utainabi#ity, !ecyc#ing , !eue Counte! te!!o!im N !i+ management #oba#iation o* u((#y and demand educing time to ma!+et c'ie%ing and utaining 'ig' >ua#ity 'i#e cont!o##ing cont!o##ing cot "nteg!ating ne tec'no#ogie and cont!o# ytem into eiting (!ocee btaining, t!aining, and +ee(ing >ua#i*ied o!+e! and manage! =o!+ing =o!+ing e**ecti%e#y it' ot'e! *unction to accom(#i' t'e goa# "nteg!ating (!oduction and e!%ice acti%itie at mu#ti(#e ite in decent!a#ied o!ganiation =o!+ing =o!+ing e**ecti%e#y it' u((#ie! and cutome! St!ategic a##iance A%% t(e#e !"e 0"iti0!% i##ue#. O$e"!tio'# m!'!*eme't i# !t t(e +e", 0o"e o& mo#t o"*!'i#!tio'#. >e 0!' 'o %o'*e" &o0u# o' i#o%!ted t!#1# !'d $"o0e##e# but mu#t be o'e o& t(e !"0(ite0t# o& t(e o+e"!%% bu#i'e## o$e"!ti'* mode%.
39
A'ot(e" %!'*u!*e???
&'e!e a!e #ot o* o!d and te!m ued in o(e!ation management, many o* 'ic' a!e e(#ained in *u## in t'e "< no#edge no#edge ?an+. embe! can #ogin to t'e membe!< a!ea to *ind out 'at t'ee te!m mean in *u##. =o!#d =o!#d c#a S/$ Sa#e and (e!ation $#anningD Si Sigma Lean % agi#e $" ate! c'edu#ing $ $!ocee &$S &oyota &oyota $!oduction SytemD &'eo!y o* cont!aint ?a#anced co!eca!d A$ aien &$ C'ange management
40
Continuou im(!o%ement $#anning and c'edu#ing $ ytem
41
conce!ned ed it' it' o%e!ee o%e!eeing ing,, O$e"!ti O$e "!tio'# o'# m!'!*em m!'!*eme't e't i an a!ea o* management conce!n de deigni igning ng,,
and and
cont cont!o !o###ing ing
t'e
(!oc (!oce e
o* (!oduction o* (!oduction and
!ede !edei igni gning ng buine buine
o(e!ation in t'e t'e (!odu (!oduct ctio ion n o* good o! e!%ice e!%ice.. "t in%o in%o#% #%e e t'e t'e !e( !e(on oni ibi bi#i #ity ty o* enu!ing enu!ing t'at buine t'at buine o(e!ation o(e!ation a!e e**icient in te!m te!m o* uin uing g a *e *e !eo !eou! u!ce ce a needed, and e**ecti%e e**ecti%e in in te!m o* meeting cutome! !e>ui!ement. "t i conce!ned it' manag managin ing g t'e t'e (!oc (!oce e t'at t'at con%e con%e!t !t in(u in(ut t in in t'e t'e *o!m *o!m o* !a mat mate!i e!ia# a#,, #abo! , and ene!gy ene!gyDD into out(ut in t'e *o!m o* good andNo! e!%iceD. T1U &'e !e#ation'i( o* o(e!ation management to enio! management in management in comme!cia# contet can be com(a!ed to t'e !e#ation'i !e#ation'i( ( o* #ine o* #ine o**ice!to o**ice!to 'ig'et-#e%e# enio! o**ice! in mi#ita!y cience. cience. &'e 'ig'et-#e%e# o**ice! 'a(e t'e t!ategy t!ategy and and !e%ie it o%e! time, 'i#e t'e #ine o**ice! ma+e tactica# tactica# deciion deciion in u((o!t o* ca!!ying out t'e t!ategy. "n buine a in mi#ita!y a**ai! a**ai!, , t'e bou bounda! nda!ie ie betee beteen n #e%e# #e%e# a!e not a#ay a#ay ditin ditinctH ctH tactic tactica# a# in*o!m in*o!mati ation on dynamica##y in*o!m t!ategy, and indi%idua# (eo(#e o*ten mo%e beteen !o#e o%e! time.
Fo!d oto! ca! aemb#y #ine: t'e c#aica# eam(#e o* a manu*actu!ing (!oduction ytem. $ot o**ice >ueue >ueue.. (e!ation management tudie bot' manu*actu!ing and e!%ice e!%ice.. cco!ding to t'e Bnited State Ae(a!tment o* ducation, ducation, o(e!ation o(e!ation management i t'e *ie#d conce!ned it' managing and di!ecting t'e ('yica# andNo! tec'nica# *unction o* a *i!m *i!m o! o! o!ganiation o!ganiation,, (a!t (a!tic icu#a u#a!# !#y y t'o t'oee !e#a !e#ati ting ng to de%e# de%e#o(m o(men ent, t, (!odu (!oduct ctio ion, n, and and manu*ac manu*actu! tu!ing ing.. (e!at (e!ation ion managem management ent (!og!a (!og!am m ty(ica# ty(ica##y #y inc#ud inc#udee int!u int!ucti ction on in (!inci(#e
o*
gene!a#
management, manu*actu!ing and
(!oduction
ytem, *acto!y *acto!y ma management nagement,, e>ui(ment e>ui(ment maintenance maintenance management, management, (!oduction (!oduction cont!o# cont!o#,, indut!ia# #abo! #abo! !e !e#a #ati tion on
and and
+i# +i##e #ed d
t!ad t!ade e u(e u(e!% !%i iio ion, n, t!a t!ate tegi gicc
manu* manu*act actu! u!in ing g
(o#icy, ytem ana#yi, ana#yi, (!oducti%ity (!oducti%ity ana#yi ana#yi and cot cont!o#, cont!o#, and mate!ia# (#anning. (#anning.[2] anagement, inc#uding o(e!ation management, i #i+e enginee!ing enginee!ing in in t'at it b#end a!t
[3]
it' a((# a((#ied ied ci cience ence.. $eo( $eo(#e #e +i# +i## #,, c!eat c!eati% i%it ity y, !ati !ationa ona## ana#y ana#yi i, , and and +no +no#e #edg dgee o* tec'no#ogy a!e a## !e>ui!ed *o! ucce.
42
Hi#to", &'ee 'i &' 'ito!y to!y o* (!od (!oduc ucti tion on and and o(e! o(e!at atio ion n yt ytem em bega began n a!ou a!ound nd 5000 5000 ?.C. ?.C. 'en Sume!ian (!iet (!iet de%e#o(ed de%e#o(ed t'e ancient ytem o* !eco!ding !eco!ding in%ento!ie in%ento!ie,, #oan, #oan, tae, tae, and bu buine ine t!ana t!anacti ction on.. &'e net net ma)o! ma)o! 'ito! 'ito!ica ica## a((#ic a((#icati ation on o* o(e!ati o(e!ation on yt ytem em occu! occu!!e !ed d in 4000 4000 ?.C. ?.C. "t a a du!i du!ing ng t'i t'i time time t'at t'at t'e t'e gy(tian gy(tian ta!ted ta!ted uing (#anning, o!ganiation, and cont!o# cont!o# in in #a!ge (!o)ect #a!ge (!o)ect uc' uc' a t'e cont!uction o* t'e (y!amid. ?y 1100 ?.C., #abo! a being (ecia#ied in C'ina C'inaHH by abou bout 370 ?.C., Keno('on Keno('on dec!ibed dec!ibed t'e ad%antage o* di%iding t'e %a!iou o(e!ation necea!y *o! t'e (!oduction o* 'oe among di**e!ent indi%idua# in ancient !eece . "n t'e idd#e ge, ge, +ing and >ueen !u#ed o%e! #a!ge a!ea o* #and. Loya# nob#emen maintained #a!ge ection o* t'e mona!c'< te!!ito!y. &'i 'ie!a!c'ica# o!ganiation in 'ic' (eo(#e e!e di%ided into c#ae baed on ocia# (oition and ea#t' became +non a t'e *euda# ytem. "n t'e *euda# ytem, e!%ant (!oduced *o! t'eme#%e and (eo(#e o* 'ig'e! c#ae by uing t'e !u#e!< #and and !eou!ce. #t'oug' a #a!ge (a!t o* o * #abo #abo!! a a em(#o em(#oye yed d in ag!i ag!icu# cu#tu tu!e !e,, a!tian cont cont!i !ibut buted ed to econ econom omic ic out( out(ut ut and and *o!med gui#d gui#d.. &'e gui#d ytem, o(e!ating main#y beteen 1100 and 1500, conited o* to ty(e: me!c'ant gui#d, 'o boug't and o#d good, and c!a*t gui#d, 'ic' made good. #t'oug' gui#d e!e !egu#ated a to t'e >ua#ity o* o!+ (e!*o!med, t'e !eu#ting ytem a !at'e! !igid, 'oema+e! 'oema+e!,, *o! eam(#e, e!e (!o'ibited *!om tannin 'ide. &'e indut!ia# !e%o#ution a *aci#itated by to e#ement: inte!c'angeabi#ity o* (a!t and di%iion di%iion o* #abo!. #abo!. Ai% Ai%ii iion on o* #ab #abo! o! 'a 'a a#ay a#ay been been a *eat *eatu! u!ee *!om *!om t'e t'e begi beginni nning ng o* ci%i#iation ci%i#iation,, t'e t'e ete etent nt to 'ic 'ic' ' t'e t'e di%i di%ii ion on i ca!! ca!!ie ied d out %a!i %a!ied ed coni conide de!a !ab# b#y y de(ending on (e!iod and #ocation. Com(a!ed to t'e idd#e ge, t'e enaiance enaiance and and t'e ge o* Aico%e!y a c'a!ac c'a!acte! te!ie ied d by a g!eate g!eate!! (ecia (ecia#i #iati ation on in #abo! #abo!,, one o* c'a!acte!itic o* g!oing u!o(ean citie and t!ade. "t a in t'e #ate eig'teent' centu!y 'en #i ='itney (o(u#a!ied ='itney (o(u#a!ied t'e conce(t o* inte!c'angeabi#ity 'en 'e manu*actu!ed 10,000 mu+et. B( to t'i (oint in 'ito!y o* manu*actu!ing, eac' (!oduct e.g. eac' gunD a conide!ed a (ecia# o!de!, meaning t'at (a!t o* a gi%en gun e!e *itted on#y *o! t'at (a!ticu#a! gun and cou#d not be ued in ot'e! gun. "nte!c'angeabi#ity o* (a!t
43
a##oed t'e ma (!oduction o* (a!t inde(endent o* t'e *ina# (!oduct in 'ic' t'ey i## be ued. "n 1883, F!ede!ic+ =. &ay#o! int!oduced int!oduced t'e to(atc' met'od *o! accu!ate#y meau!ing t'e time to (e!*o!m eac' ing#e ta+ o* a com(#icated )ob. ;e de%e#o(ed t'e cienti*ic tudy o* (!oducti%ity and identi*ying 'o to coo!dinate di**e!ent ta+ to e#iminate ating o* time and inc!eae t'e >ua#ity o* o!+. &'e net gene!ation o* cienti*ic tudy occu! occu!!e !ed d it' it' t'e t'e de%e de%e#o #o(m (men entt o* o! o* o!+ + am am(#i (#ing ng and and (!edete!mined (!edete!mined motion time ytem $&SD. ytem $&SD. =o!+ am(#ing i ued to meau!e t'e !andom %a!iab#e aociated it' t'e time o* eac' ta+. $&S a##o t'e ue o* tanda!d (!edete!mined tab#e o* t'e ma##et body mo%ement e.g. tu!ning t'e #e*t !it by 90VD, and integ!ating t'em to (!edict t'e time needed to (e!*o!m a im(#e ta+. $&S 'a gained ubtantia# im(o!t im(o!tance ance due to t'e *act t'at t'at it can (!edic (!edictt o!+ o!+ meau! meau!emen ement t it'ou it'outt actua# actua##y #y obe!%ing t'e actua# o!+. &'e *oundation o* $&S a #aid out by t'e !eea!c' and de%e#o(ment de%e#o(ment o* F! F!an an+ + ?. and Li# Li##i #ian an . i# i#b!e b!et' t' a!ou a!ound nd 191 1912. 2. &' &'ee i#b i#b!e !et' t' too+ too+ ad%anta ad%antage ge o* ta+ing ta+ing motion motion (ictu! (ictu!e e at +no +non n time time inte!%a inte!%a# # 'i#e 'i#e o(e!ato o(e!ato! ! e!e e!e (e!*o!ming t'e gi%en ta+. &'e idea o* t'e (!oduction #ine 'a been ued mu#ti(#e time in 'ito!y (!io! to ;en!y Fo!d Fo!d:: t'e t'e Genetia netian n ! !ena# ena# 11 1104D, 04D, Smit Smit' ' (in (in manu manu*a *act ctu! u!in ing g in t'e t'e =ea# a#t' t' o* ation 1776D ation 1776D o! ?!une#@ $o!tmout' ?#oc+ i## 1802D. i## 1802D. anom #d a #d a t'e *i!t to manu*actu!e ca! uing t'e aemb#y #ine ytem, but ;en!y Fo!d de%e#o(ed Fo!d de%e#o(ed t'e *i!t auto aemb#y ytem 'e!e a ca! c'ai a mo%ed t'!oug' t'e aemb#y #ine by a con%eyo! be#t 'i#e o!+e! added com(onent to it unti# t'e ca! a com(#eted. Au!ing =o!#d =a! "", "", t'e t'e g!o g!ot' t' o* com(ut com(utin ing g (oe (oe!! #ed #ed to *u!t *u!t'e! 'e! de%e# de%e#o( o(me ment nt o* e**i e**ici cien entt manu*actu!ing met'od and t'e ue o* ad%anced mat'ematica# and tatitica# too#. &'i a u((o!ted by t'e de%e#o(ment o* academic (!og!am in indut!ia# and ytem enginee!ing dici(#ine, a e## a *ie#d o* o(e!ation !eea!c' and management cience a mu#ti-dici(#ina!y *ie#d o* (!ob#em o#%ingD. ='i#e ytem enginee!ing concent!ated enginee!ing concent!ated on t'e b!oad c'a!acte!itic o* t'e !e#ation'i( beteen in(ut and out(ut o* gene!ic ytem, o(e!ation !eea!c'e! concent!ated on o#%ing (eci*ic and *ocued (!ob#em. &'e yne!gy o* o(e!ation o* o(e!ation !eea!c' and !eea!c' and ytem enginee!ing a##oed *o! t'e !ea#iation o*
44
o#%ing #a!ge ca#e and com(#e (!ob#em in t'e mode!n e!a. ecent#y, t'e de%e#o(ment o* *ate! and ma##e! com(ute!, inte##igent ytem, and t'e =o!#d =ide =eb 'a =eb 'a o(ened ne o((o!tunitie *o! o(e!ation, manu*actu!ing, (!oduction, and e!%ice ytem. a#a+ooti 2013D tate t'at (!oduction and o(e!ation ytem can be di%ided into *i%e ('ae:T6U 1. m(i!icim m(i!icim #ea!ning #ea!ning *!om e(e!ienceD 2. na#yi na#yi cienti*ic cienti*ic managementD 3. Synt'ei Synt'ei de%e#o(ment de%e#o(ment o* mat'ematica# (!ob#em o#%ing too#D 4. "o#ated "o#ated Sytem Sytem it' Sing#e b)ecti%e b)ecti%e ue ue o* "nteg!ated o* "nteg!ated and and "nte##igent Sytem, and ===D 5. "nte "nteg! g!at ated ed Com( Com(#e #e Syt Sytem em it' it' u u#t #ti( i(#e #e b)e b)ect cti% i%e e de% de%e# e#o( o(me ment nt o* eco#ogica##y eco#ogica##y ound ytem, ytem, en%i!onment en%i!onmenta##y a##y utainab#e ytem, ytem, conide!in conide!ing g indi%idua# (!e*e!enceD
45
"ndut!ia# e%o#ution ?e*o ?e*o!e !e
t'e t'e Fi Fi! !tt
indu in dut! t!ia ia##
!e%o# !e %o#ut utio ion n o!+
a
main#y
do ne
t'!oug'
to
ytem: dome dometic tic yt ytem em and and c!a c!a*t *t gui gui#d #d.. "n t'e t'e dome domet tic ic yt ytem em me!c me!c'an 'ant t too+ too+ mate!ia# to 'ome 'e!e a!tian (e!*o!med t'e necea!y necea! y o!+, c!a*t gui#d on t'e ot'e! 'and e!e aociation o* a!tian 'ic' (aed o!+ *!om one 'o( to anot'e!, *o! eam eam(# (#e: e: #eat #eat'e 'e!! a a tann tanned ed by a tanne! , (a (aed ed to cu!!ie! cu!!ie!,, and and *ina *ina## ##y y a!!i a!!i%ed %ed at 'oema+e! and add#e! add#e!.. &'e beginni beginning ng o* t'e indut indut!ia !ia## !e%o#u !e%o#utio tion n i uu uua## a##y y aoci aociate ated d it' it' 18t' 18t' centu! centu!y y ng#i' teti#e indut!y, indut!y, it' t'e in%ention o* 'utt#e by o'n ay in 1733, t'e (inning )enny by )enny by ame ;a!g!ea%e in ;a!g!ea%e in 1765, t'e ate! *!ame by *!ame by ic'a!d !+!ig't in !+!ig't in 1769 and t'e team engine by engine by ame =att in =att in 1765. "n 1851 at t'e C!yta# $a#ace 'ibition t'e te!m me!ican ytem o* manu*actu!ing a manu*actu!ing a ued to dec!ibe t'e ne a((!oac' t'at a e%o# e%o#%i %ing ng in t'e Bn Bnit ited ed St Stat ate e o* me me!i !ica ca 'ic' a baed on to cent!a# *eatu!e: inte!c'angeab#e (a!t and (a!t and eteni%e ue o* mec'aniation to (!oduce t'em. ;en!y Fo!d a 39 yea! o#d 'en 'e *ounded t'e Fo!d oto! Com(any in 1903, it' 28,000 28,000 ca(ita ca(ita## *!om *!om te#%e te#%e< < in%et in%eto! o!.. &'e mo mode# de# & ca! ca! a a int! int!od oduce uced d in 1908, 1908, 'oe%e! it a not unti# Fo!d im(#emented im(#emented t'e aemb#y #ine conce(t, t'at 'i %iion o* ma+ing ma+ing a (o(u#a! (o(u#a! ca! a**o!d a**o!dab# ab#ee by e%e!y e%e!y midd#e midd#e-c# -c#a a me!ica me!ican n citien citien ou#d ou#d be !ea# !ea#i ied. ed. &' &'ee *i! *i!tt *act *acto!y o!y in 'ic 'ic' ' ;en ;en!y !y Fo! Fo!d d ued ued t'e t'e conc conce( e(tt o* t'e t'e aemb#y #ine a #ine a ;ig'#and $a!+ 1913D, $a!+ 1913D, 'e c'a!acte!ied t'e ytem a *o##o: M&'e t'ing i to +ee( e%e!yt'ing in motion and ta+e t'e o!+ to t'e man and not t'e man to t'e o!+. &'at i t'e !ea# (!inci(#e o* ou! (!oduction, and con%eyo! a!e on#y one o* many mean to an endM &'i became one t'e cent!a# cent!a# idea t'at #ed to ma (!oduction, (!oduction, one o* t'e main e#ement e#ement o* t'e Second "ndut!ia# e%o#ution, e%o#ution, a#ong it' eme!gence o* t'e e#ect!ica# indut!y and indut!y and (et!o#eum.
46
#t'oug' (!oducti%ity bene*ited conide!ab#y *!om tec'no#ogica# in%ention and di%iion o* #abou!, t'e (!ob#em o* ytematic meau!ement o* (e!*o!mance and t'e ca#cu#ation o* t'ee by t'e ue o* *o!mu#a *o!mu#a !emained !emained ome'at une(#o!ed unti# F!ede!ic+ =in#o &ay#o!. F!ede!ic+ &a &ay#o! y#o! ea!#y ea!#y o!+ *ocued on de%e#o(ing 'at 'e ca##ed a Mdi**e!entia# (iece-!ate ytemM and a e!ie o* e(e!iment, meau!ement and *o!mu#a dea#ing it' cutti cutting ng meta# meta# and manua# #abo!. #abo!. &'e di**e!enti di**e!entia# a# (iece-!ate (iece-!ate ytem coni conited ted in o**e!ing to di**e!ent (ay !ate *o! doing a )ob: a 'ig'e! !ate *o! o!+e! it' 'ig' (!oducti%ity e**iciencyD and 'o (!oduced 'ig' >ua#ity good e**ecti%eneD and a #oe! !ate *o! t'oe 'o *ai# to ac'ie%e t'e tanda!d. ne o* t'e (!ob#em &ay#o! be#ie%ed cou#d be o#%ed it' t'i ytem, a t'e (!ob#em o* o#die!ing o#die!ing:: *ate! o!+e! !educing t'ei! (!oduction !ate to t'at o* t'e #oet o!+e!. "n 1911 &ay#o! (ub#i'ed 'i M&'e $!i $!inci nci(#e (#e
o*
Sci Scient enti*ic *ic
ana anage gem ment entM, in
'i 'ic'
'e
c'a! c'a!ac actte!i e!ied ed cienti*ic
management a#o +no a &ay#o!im &ay#o!imDD a: 1. &'e de%e#o de%e#o(me (ment nt o* o* a t!ue t!ue cience cienceHH 2. &'e cien cienti ti*ic *ic e#ec e#ecti tion on o* t'e o!+e! H 3. &'e cienti cienti*ic *ic education education and and de%e#o(ment de%e#o(ment o* o* t'e o!+e!H o!+e!H 4. "nti "ntima mate te *!ie *!iend# nd#y y coo(e!ation coo(e!ation beteen beteen t'e management and t'e o!+e!. &ay#o ay#o!! i a#o a#o c!ed c!edit ited ed *o! *o! de%e de%e#o #o(i (ing ng to( to(a atc tc' ' time time tud tudy y, t'i t'i comb combin ined ed it' F!an+ and and Li##ian Li##ian i#b!et' i#b!et' motion tudy ga%e ay to time and motion tudy 'ic' tudy 'ic' i cente!ed on t'e conce(t o* tanda!d met'od and tanda!d time. time. F!an+ i#b!et' i a#o !e(onib#e *o! int!oducing t'e *#o (!oce c'a!t. c'a!t. t'e! contem(o!a!ie o* &ay#o! o!t' !emembe!ing a!e o!!i Coo+e Coo+e !u!a# e#ect!i*ication in t'e 1920 and im(#emente! o* &ay#o!@ (!inci(#e o* cienti*ic management in t'e $'i#ade#('ia@ Ae(a!tment o* $ub#ic =o!+D, Ca! Ca!## ?a! ?a!t' t'( (eed eed-an -and-* d-*eed eed-ca -ca#cu #cu#at #ating ing #ide #ide !u#e !u#e D and ;en ;en!y !y an antt tt antt antt
47
c'a!tD. #o in 1910 ;ugo Aieme! (ub#i'ed (ub#i'ed t'e *i!t indut!ia# enginee!ing boo+: enginee!ing boo+: Facto!y !ganiation and dminit!ation. dminit!ation. "n 1913 Fo!d =. ;a!!i (ub#i'ed 'i M;o any (a!t to ma+e at onceM in 'ic' 'e (!eented t'e idea o* t'e economic o!de! >uantity mode#. >uantity mode#. ;e dec!ibed t'e (!ob#em a *o##o: M"nte!et "nte!et on on ca(ita# tied u( in age age,, mate!ia# and o%e!'ead o%e!'ead et et a maimum #imit to t'e >uantity o* (a!t 'ic' can be (!o*itab#y manu*actu!ed at one timeH Met-u( Met-u(MM cot on t'e )ob *i t'e minimum. (e!ience 'a 'on one manage! a ay to dete!mine t'e economica# ie o* #otM &'i (a(e! in(i!ed a #a!ge body o* mat'ematica# #ite!atu!e *ocuing on t'e (!ob#em o* (!oduction o* (!oduction (#anning and (#anning and in%ento!y cont!o#. cont!o#. "n 1924 =a#te! S'e'a!t int!oduced int!oduced t'e cont! cont!o# o# c'a!t c'a!t t'!oug' t'!oug' a tec'nica# memo!andum 'i#e o!+ing at ?e## Lab, Lab, cent!a# to 'i met'od a t'e ditinction beteen common caue and (ecia# caue o* caue o* %a!iation. "n 1931 S'e'a!t (ub#i'ed 'i conomic Cont!o# o* Eua#it Eua#ity y o* anu*a anu*actu ctu!ed !ed $!oduct $!oduct,, t'e *i!t *i!t y ytem temati aticc t!eatm t!eatment ent o* t'e ub ub)ec )ectt o* Statitica# Statitica# $!oce Cont!o# S$CD. Cont!o# S$CD. "n t'e 1940 met'od-time meau!ement &D a de%e#o(ed by ;.?. ayna!d, L Sc'ab and Stegeme!ten. & a t'e *i!t o* a e!ie o* (!edete!mined o* (!edete!mined motion time ytem, ytem, (!edete!mined in t'e ene t'at etimate o* time a!e not dete!mined in #oco but a!e de!i%ed *!om an indut!y tanda!d. &'i a e(#ained by it o!iginato! in a boo+ t'ey (ub#i'ed in 1948 ca##ed Met'od-&ime eau!ementM. B( to t'i (oint in 'ito!y, o(timiation o(timiation tec'ni>ue tec'ni>ue e!e +non *o! a %e!y #ong time, *!om t'e im(#e met'od em(#oyed by F.=.;a!!i to t'e mo!e e#abo!ate tec'ni>ue o* t'eca t'eca#c #cu#u u#u o* %a! %a!ia iati tion on de%e#o( de%e#o(ed ed by u#e! u#e! iin 1733 o! t'e mu#ti(#ie! mu#ti(#ie! em(#oyed em(#oyed by Lag!ange in 1811 1811,, and and com(ute! e!e e!e #o# #o#y y being being de%e de%e#o #o(ed (ed,, *i! *i!tt a ana#og com(ute! by com(ute! by Si! =i##iam &'omon 1872D &'omon 1872D and ame &'omon 1876D &'omon 1876D mo%ing to t'e e#et!om e#et!omec'a ec'anic nica# a# com(ut com(ute! e! o* on on!ad !ad Ju Juee 193 1939 9 and and 1941 1941D. D. Au!in Au!ing g =o!# o!#d d =a!
48
"" 'oe%e!, "" 'oe%e!, t'e de%e#o(ment o* mat'ematica# o* mat'ematica# o(timiation ent o(timiation ent t!oug' a ma)o! boot it' t'e de%e#o(ment o* t'e Co#ou com(ute! , t'e *i!t e#ect!onic digita# com(ute! t'at a a## a## (!og! (!og!am amma mab#e b#e,, and t'e t'e (o (oi ibi# bi#it ity y to com(ut com(utat atio iona na## ##y y o#% o#%ee #a!g #a!gee #inea! (!og!amming (!ob (!ob##em, em,
*i!t !t
by anto!o%ic' in
1939
o!+ing
*o!
t'e So%iet
go%e!nment and #atte! on in 1947 it' t'e im(#e met'od o* met'od o* Aantig Aantig.. &'ee met'od a!e +non today a be#onging to t'e *ie#d o* o(e!ation !eea!c'. !eea!c'. F!om t'i (oint on a cu!iou de%e#o(ment too+ (#ace: 'i#e in t'e Bnited State t'e (oibi#ity o* a((#ying t'e com(ute! to buine o(e!ation #ed to t'e de%e#o(ment o* management management o*ta!e o*ta!e a!c'itectu!e a!c'itectu!e uc' a $ $ and and uccei%e uccei%e modi*ication, modi*ication, and e%e! mo!e o('iticated o(timiation tec'ni>ue and manu*actu!ing imu#ation o*ta!e, imu#ation o*ta!e, in (ot-a! a(an a e!ie o* o * e%ent at &o &oyota yota oto! #ed to t'e de%e#o(ment o* t'e &oyota $!oduction Sytem &$SD Sytem &$SD and Lean anu*actu!ing. anu*actu!ing. "n 1943, in a(an, &a &aiic'i iic'i 'no 'no a!!i%ed a!!i%ed at &o &oyota yota oto! oto! com(any com(any.. &o &oyota yota e%o#%ed a uni>ue uni>ue manu manu*a *act ctu! u!in ing g yt ytem em cent cente! e!ed ed on to to com(#e com(#eme ment nta!y a!y notio notion n:: )ut in time (!odu time (!oduce ce on#y 'at i neededD and autonomation autonomation automation automation it' a 'uman touc'D. ega!ding "&, 'no a in(i!ed by me!ican u(e!ma!+et u(e!ma!+et:: o!+tation *unctioned #i+e a u(e!ma!+et 'e#* 'e!e t'e cutome! can get (!oduct t'ey need, at t'e time t'ey need and in t'e amount needed, t'e o!+tation 'e#*D i t'en !etoc+ed. utonomation a de%e#o(ed by &oyoda Sa+ic'i in &oyoda S(inning and =ea%ing: an automatica##y acti%ated #oom t'at a a#o *oo#(!oo*, t'at i automatica##y detected (!ob#em. "n 1983 . da!d (ub#i'ed 'i M$ and anban-me!ican ty#eM in 'ic' 'e dec!ibed "& goa# in te!m o* e%en e!o: e!o de*ect, e!o eceD #ot ie, e!o etu(, e!o b!ea+don, e!o 'and#ing, e!o #ead time and e!o u!ging. &'i (e!iod a#o ma!+ t'e (!ead (!ead o* &o o* &ota# ta# Eua#i Eua#ity ty anagem anagement ent &ED &ED in a(an, a(an, idea idea initia initia##y ##y de%e#o de%e#o(ed (ed by me!ican aut'o! uc' a Aeming Aeming,, u!an u!an and and !mand G. Feigenbaum. Feigenbaum. &E i a t!ategy *o! im(#ementing and managing >ua#ity im(!o%ement on an o!ganiationa# bai, t'i inc#ude: (a!tici(ation, o!+ cu#tu!e, cutome! *ocu, u((#ie! >ua#ity im(!o%ement and integ!ation o* t'e >ua#ity ytem it' buine goa#. T14U Sc'nonbe!ge! T18U identi*ied e%en *undamenta# (!inci(#e eentia# to t'e a(anee a((!oac':
49
1. $!oce $!oce cont cont!o !o#: #: S$C S$C and and o!+e! !e(onibi#ity o%e! >ua#ity 2. ay ab#e ab#e -to-ee -to-ee >ua#ity: >ua#ity: boa!d, boa!d, gauge, gauge, mete!, mete!, etc. etc. and (o+a-yo+e and (o+a-yo+e 3. "nitence "nitence on com(#iance com(#iance:: M>ua#ity M>ua#ity *i!t *i!tMM 4. Line to(: to(: to( to( t'e #ine #ine to co!!ect co!!ect >ua#ity (!ob#em (!ob#em 5. Co!!ecting Co!!ecting one@ one@ on e!!o!: e!!o!: o!+e! o!+e! *ied a de*ecti%e de*ecti%e (a!t (a!t i* 'e (!oduced it it 6. &'e 100W c'ec+: c'ec+: automated automated in(ection in(ection tec'ni>ue tec'ni>ue and *oo#(!oo *oo#(!oo** mac'ine mac'ine 7. Continua# Continua# im(!o%em im(!o%ement: ent: idea##y idea##y e!o de*ect de*ect "n 1987 1987 t'e "nte! "nte!nation nationa# a# !gan !ganiati iation on *o! Standa Standa!diat !diation ion "SD, "SD, !ecogni !ecogniin ing g t'e g!oing im(o!tance o* >ua#ity, iued t'e "S 9000, 9000, a *ami#y o* tanda!d !e#ated to >ua#ity management ytem. &'e!e 'a been ome cont!o%e!y t'oug't !ega!ding t'e (!o(e! (!ocedu!e to *o##o and t'e amount o* (a(e!o!+ in%o#%ed. ean'i#e in t'e itie, a di**e!ent a((!oac' a de%e#o(ed by eo!ge =. $#o# and #i%e! =. =!ig't,T19U t'i a((!oac' a continued by oe(' !#ic+y a a !e(one to t'e &X& anu*actu!ing $!og!am 'ic' #ed to ate!ia# e>ui!ement $#anning $D $#anning $D at "? "?,, #atte! gaining momentum in 1972 'en t'e me!ican $!oduction and "n%ento!y Cont Cont!o !o## Soci Societ ety y #aun #aunc' c'ed ed t'e t'e M$ M$ C!u C!uad adeM eM.. ne ne o* t'e t'e +ey +ey ini inig' g't t o* t'i t'i managem management ent yte ytem m a t'e diti ditincti nction on betee beteen n de(ende de(endent nt demand demand and and inde(endent demand.. "nde(endent demand i demand 'ic' o!iginate outide o* t'e (!oduction demand ytem y tem,, t'e!e* t'e!e*o!e o!e not di!ect di!ect#y #y cont!o# cont!o##ab #ab#e, #e, and de(ende de(endent nt demand demand i demand demand *o! com(one com(onent nt o* *ina# *ina# (!oduc (!oduct, t, t'e!e* t'e!e*o!e o!e ub ub)ec )ectt to being being di!ect di!ect#y #y cont!o cont!o## ##ab#e ab#e by management management t'!oug' t'!oug' t'e bi## t'e bi## o* mate!ia# mate!ia#,, %ia (!oduct %ia (!oduct deign deign.. !#ic+y !#ic+y !ote Mate!ia# Mate!ia# e>ui!ement $#anningM in 1975,T20U t'e *i!t 'a!d co%e! boo+ on t'e ub)ect.T19U $ "" a "" a de%e#o(ed by ene &'oma at "?, and e(anded t'e o!igina# $ o*ta!e to inc#ude inc#ude additio additiona# na# (!oduc (!oductio tion n *uncti *unction on.. nte!( nte!(!ie !ie !eou! !eou!ce ce (#anni (#anning ng $ $DD i t'e t'e mode!n
o*ta!e
a!c'itectu!e,
'ic'
add!ee,
beide
(!oduction
o(e!ation, dit!ibution dit!ibution,, accounting accounting,, 'uman !eou!ceand !eou!ceand (!ocu!ement (!ocu!ement..
50
ecent t!end in t'e *ie#d !e%o#%e a!ound conce(t uc' a: •
?uine $!oce e-enginee!ing #aunc'ed e-enginee!ing #aunc'ed by ic'a ic'ae# e# ;amme ;amme! ! in in 1993T21UD: a buine management t!ategy *ocuing on t'e ana#yi and deign o* o!+*#o and buine (!ocee it'in an o!ganiation. ?$ ee+ to 'e#( com(anie !adica##y !et!uctu!e t'ei! o!ganiation by *ocuing on t'e g!ound-u( deign o* t'ei! buine (!ocee.
•
Lean anu*actu!ing: anu*actu!ing: a ytemic met'od *o! t'e e#imination o* ate Muda M udaMD MD it'in it'in a manu*actu!i manu*actu!ing ng (!oce. (!oce. Lean a#o ta+e into account ate c!eated t'!oug' o%e!bu!den Mu!i Mu!iMD MD and ate c!eated c!eated t'!oug' t'!oug' une%enne in o!+ #oad Mu!a Mu!aMD. MD. &'e te!m #ean manu*actu!ing manu*actu!ing a coined in t'e boo+ &'e ac'ine t'at C'anged t'e =o!#d.. T22U =o!#d
•
Si Sigma an Sigma an a((!oac' to >ua#ity de%e#o(ed at oto!o#a oto!o#a betee beteen n 1985-1987D: 1985-1987D: Si Sigma !e*e! to cont!o# #imit (#aced at i 6D tanda!d de%iation *!om t'e mean o* ano!ma# dit dit!ibut !ibution ion,, t'i t'i beca became me %e!y %e!y *amo *amou u a*te a*te! ! ac+ ac+ =e# e#c' c' o* o* ene!a# #ect!ic #aunc'ed #ect!ic #aunc'ed a com(any-ide initiati%e in 1995 to ado(t t'i et o* met'od. o!!e !ecen o ecentt#y, #y, Si Si Sigm Sigmaa 'a 'a inc# nc#uded uded A"C *o! *o! im(! im(!o% o%in ing g (!oc (!oce ee eD D and AFSS *o! deigning ne (!oduct and ne (!oceeD
•
econ*igu!ab econ* igu!ab#e #e anu*a anu*actu!i ctu!ing ng Syte Sytem m:: a (!oduction ytem deigned at t'e out outet et *o! *o! !a(i !a(id d c'ang c'angee in it it t!u t!uct ctu! u!e, e, a e## e## a it it 'a!d 'a!da a!e !e and and o*t o*ta a!e !e com(onent, in o!de! to >uic+#y ad)ut it (!oduction ca(acity and *unctiona#ity it'in a (a!t *ami#y in !e(one to udden ma!+et c'ange o! int!inic ytem c'ange.
51
52
3.2. 3.2.
3.2.2.
A' I't" I't"od odu0 u0ti tio' o' o& O$ O$e" e"!t !tio io' ' M!' M!'!* !*em eme' e'tt
>(!t i# O$e"!tio' m!'!*eme't ? (e!a (e!ati tion on manag managem emen entt i t'e t'e acti% acti%it ity y o* t!ac t!ac+i +ing ng (e! (e!at atio ion n agai again ntt ta!g ta!get et and and identi*ying o((o!tunitie *o! im(!o%ement - but not )ut #oo+ing bac+ at (at (e!ation. &'e *ocu o* (e!ation management i t'e *utu!e - 'at do you need to be ab#e to do and 'o can you do t'ing bette!R anaging (e!ation i about managing *o! !eu#t. (e!ation-baed management at any #e%e# in t'e o!ganiation 'ou#d demont!ate t'at
3.2.3.
•
Xou Xou +no 'at you a!e aiming *o!
•
Xou Xou +no 'at you 'a%e to do to meet you! ob)ecti%e
•
Xou Xou +no 'o ' o to meau!e (!og!e toa!d you! ob)ecti%e
•
Xou Xou can detect de tect (e!ation (!ob#em and !emedy t'em
>(, i# it im$o"t!'t?
&'e ode!niing o%e!nment agenda et c'a##enging ne (e!ation ob)ecti%e *o! o!ganiation, *!om t'e de#i%e!y o* 'ig' >ua#ity e!%ice t'at meet t'e need o* t'ei! cutome! and ta+e'o#de!, to doing mo!e it'in t'e cont!aint o* a%ai#ab#e !eou!ce, t'!oug' to continuou im(!o%ement in 'o t'e o!ganiation ite#* o(e!ate. (e!ation management unde!(in t'e o(e!ation and (!ocee it'in a t!ategic c'ange (!og!am *!ameo!+. *!ameo!+. Sound (!actice (!actice and ta!get, ta!get, 'ic' a!e bot' *#eib#e and !eacti%e !eacti%e to c'ange, a!e needed to ac'ie%e (e!ation im(!o%ement.
&'e e**ecti%e (e!ation o* you! o!ganiation de(end on t'e cont!ibution o* acti%itie at a## a## #e%e #e%e# # - *!om *!om to( to( manag managem ement ent (o#i (o#icy cy de%e de%e#o #o(m (men entt t'!o t'!oug' ug' to e**i e**ici cien ent# t#y y !un !un o(e!ation.
53
"n !e(one to t'e (!eu!e and o((o!tunitie *o! im(!o%ing o!ganiationa# (e!ation, you need to unde!tand 'o to de*ine and meau!e (e!ation a (a!t o* a conce!ted t!ategy *o! !e#e%ant, ucce*u# and cot-e**ecti%e o(e!ation.
3.2.5.
C"iti0!% &!0to"# &o" #u00e##
•
Focuing on outcome t'at meet buine ob)ecti%e, !at'e! t'an out(ut
•
anaging (e!ation by cacading don *!om t'e to( and bui#ding bottom-u(
•
Ae*ining and uing meau!e t'at e%o#%e o%e! time
•
Bing a mi o* 'o!t and #ong te!m meau!e, and e#ecting meau!e t'at #in+ caue and e**ect
•
eau!ing e**ecti%ene doing t'e !ig't t'ingD and e**iciency doing t'ing !ig'tD in (a!a##e#
•
3.2.6.
e#ating indi%idua#@ !ea!d and !emune!ation it' ac'ie%ement o* ou tcome.
>(o i# i'+o%+ed? ?uine manage! a!e !e(onib#e *o! etting ta!get and managing (e!ation againt t'oe ta!getH cont!act manage! monito! e!%ice (e!ation *!om t'e cutome! %ie(ointH e!%ice (!o%ide! u((#y (e!ation in*o!mation.
3.2.@.
P"i'0i$%e# (e!ation management 'ou#d be an integ!ated (a!t o* a buine #i*ecyc#e 'e#(ing an o!ganiation to matu!e t'!oug' e%o#%ing and c'anging (e!ation meau!e, *!om t'ei! de*in de*init itio ion n t'!o t'!oug ug' ' to mo moni nito to!i !ing ng and and !e%i !e%ie e in addit additio ion, n, by inc# inc#udi uding ng t'e t'e "SN" "SN"& & com(onent t'!oug'out t'i #i*ecyc#e, !at'e! t'an )ut conide!ing it a a @dont!eam@ cot
54
o* (!o%iion, t'e!e 'ou#d be en'anced bene*it *!om an inc!eaed and mo!e e**ecti%e cont!ibution *!om any in%etment in% etment made in "SN"&.
Xou i## need to enu!e t'at you 'a%e ado(ted ound (!actice in commiioning and ac>ui!ing ac>ui!ing "SN"& "SN"& e!%ice e!%ice to ac'ie%e (e!ation im(!o%ement. im(!o%ement. (e!ation (e!ation management management identi*ie o((o!tunitie *o! maimiing im(!o%ement in managing e!%ice de#i%e!y in t'e *utu!e. (e!ation management 'e#( you to ma+e deciion about in%etment !oute, a**o!dabi#ity and etting in%etment (!io!itie in t'e *ace o* com(eting demand *o! !eou!ce.
3.2.7.
M!'!*i'* &o &o" "e#u%t# anaging *o! !eu#t !e>ui!e t'e o!ganiation to *ocu on t'e out(ut o* t'e (!ocee and acti%itie unde!ta+en by t'e o!ganiation at %a!ying #e%e#. &oget'e! t'ee out(ut i## cont!ibute to t'e ac'ie%ement o* t'e outcome dei!ed by t'e o!ganiation and t'oe o* t'e go%e!nment a a 'o#e.
3.3. 3.3.
Le+e Le +e%# %# o& O$ O$e" e"!t !tio io' ' m!' m!'!* !*em eme' e'tt 1. &'e e**ecti% e**ecti%ee (e!ation (e!ation o* you! o!gania o!ganiation tion de(end de(end on t'e cont!ibut cont!ibution ion o* acti%iti acti%itie e at a## #e%e# - *!om to( management (o#icy de%e#o(ment t'!oug' to e**icient#y !un o(e!ation. &'e!e a!e t'!ee o! *ou! #e%e# o* (e!ation management in t'e mode# *!ame *!ameo!+ o!+ be#o be#o,, om omee o!gani o!ganiat ation ion may combin combinee t'e t!ate t!ategic gic #e%e# #e%e# it' it' t'e o!ganiation< (!io!itie #e%e#.
2. !ganiati !ganiation< on< (!io!itie (!io!itie: : at t'e 'ig'et 'ig'et #e%e# (e!ati (e!ation on management management i !ooted !ooted in t'e o!ganiation< #ong te!m buine t!ategy. eau!e at t'i #e%e# a!e o* im(act, !eou!ce uti#iation and (ub#ic e!%ice im(!o%ement.
3. St!ategic St!ategic #e%e# #e%e# (e!ation (e!ation management management:: at t'i t'i #e%e# t'e t'e management management conce!n conce!n i *!om *!om an Moutide inM a e## a an inte!na# (e!(ecti%e. eau!e a!e o* outcome, uc' a
55
%o#ume and %a#ue o* e!%ice ta+e-u(, u(a!d t!end *o! inc#uion, ta** and ue!@ ati*action.
4. $!og!am $!og!am #e%e# (e!atio (e!ation n management: management: (e!ation (e!ation managemen managementt at t'i #e%e# #e%e# i *ocued *ocued on t'e t'e dei! dei!ed ed !eu !eu#t #t o* (!og (!og!a !am m o* c'an c'ange ge,, to demo demon nt! t!at atee 'at 'at 'a 'a been been accom(#i'ed accom(#i'ed.. &'e meau!e ued ou#d inc#ude t'oe tated tated in indi%idua# indi%idua# buine cae. ?ene*it management ou#d 'e#( to dete!mine d ete!mine i* t'ee a!e ac'ie%ed.
5. &acti &actica# ca# o! o(e!ati o(e!ationa ona## e!%ic e!%icee #e%e# #e%e# (e!at (e!ation ion manageme management: nt: 'e!e t'e managemen managementt *ocu i conce!ned it' e!%ice de#i%e!y and out(ut, uing con%entiona# e!%ice #e%e# ag!eement a((!oac'e and !e#ated meau!e o* a(ect uc' a %o#ume and >ua#ity. >u a#ity.
#t'oug' (e!ation meau!e and indicato! may be di**e!ent at eac' #e%e#, t'ey i## need to be.
3.5.
•
Ai!ectiona# - to con*i!m t'at you a!e on t!ac+ to !eac' t'e goa#.
•
Euantitati%e - to 'o 'at 'a been ac'ie%ed and 'o muc' mo!e i to be done.
•
=o!t''i#e =o!t''i#e - adding mo!e %a#ue to t'e buine t'an t'ey cot to co##ect and ue.
8!%ue &o" mo'e,
Xou mut be ab#e to demont!ate t'at you 'a%e ac'ie%ed %a#ue *o! money in you! o(e!ation. Ga#ue Ga#ue *o! money i ta+en to co%e! co %e! t'!ee meau!e o* (e!ation:
•
conomy - inimiing t'e cot o* !eou!ce ued *o! an acti%ity, 'a%ing !ega!d to a((!o(!iate >ua#ity
•
**iciency - t'e !e#ation'i( beteen out(ut, in te!m o* good, e!%ice o! ot'e! !eu#t and t'e !eou!ce ued to (!oduce t'em
•
**e **ect cti% i%ene ene - t'e t'e etent etent to 'ic 'ic' ' ob)e ob)ect cti% i%e e 'a%e 'a%e been been ac'ie ac'ie%e %ed, d, and and t'e t'e !e#ation'i( beteen t'e intended im(act and actua# im(act o* an acti%ity.
56
3.6.
Me!#u !#u"e# !' !'d me met"i0# Xou Xou 'ou#d ue t'ee e%a#uation c!ite!ia *o! meau!e and met!ic:
•
!e you meau!ing t'e !ig't t'ingR
•
Ao you 'a%e t'e !ig't meau!eR
•
!e t'e meau!e ued in t'e !ig't ayR
•
Ao you dete!mine t'e >ua#ity o* a (a!ticu#a! (e!ation met!ic uing t'e S& tet S(eci*ic, eau!ab#e, ttainab#e, e#e%ant, &ime#yDR
&'e (!ocedu!e and meau!e meau!e ued in (e!ation management management i## de(end, among ot'e! *acto!, *acto!, on t'e ty(e o* buine (!oce 'ic' i being meau!ed. meau!ed. buine buine (!oce (!oce i aumed to be made u( o* a numbe! o* acti%itie 'ic' t!an*o!m in(ut into out(ut and cont!ibute to t'e !ea#iation o* outcome. &'e cutome! *o! a (!oce may be ete!na# *o! *o! eam(#e, eam(#e, membe! membe! o* t'e (ub#icD (ub#icD o! inte!n inte!na#, a#, it'in it'in t'e ame ame o!gani o!ganiat ation ion o! e#e'e!e in t'e (ub#ic ecto!.
3.6 3.6.2. .2.
u#i u #i' 'e## e## $" $"o0e## 0e##e# e# 0!' be di#ti i#ti'* '*ui ui#( #(ed ed b,4
•
&'e etent etent to 'ic' 'ic' t'e acti%itie acti%itie in%o#%e in%o#%ed d a!e (eo(#e (eo(#e-o! -o!ien iented ted a o(( o((oe oed d to automated
•
='et'e! t'e acti%itie a!e (!ima!i#y @*!ont-o**ice@ o! @bac+-o**ice@ - t'at i, t'e amount o* di!ect contact 'ic' t'e ta** 'a%e it' t'e cutome! o! !eci(ient o* t'e (!oce
•
='et'e! t'e (!oce ite#* i t'e im(o!tant *eatu!e o* t'e acti%ity - *o! eam(#e, in de#i%e!ing conu#tancy - o! 'et'e! t'e acti%itie a!e conce!ned (!ima!i#y it' t'e gene!ation o* de*ined out(ut
•
&'e etent to 'ic' t'e acti%ity i cutomied o! tai#o!ed to t'e need o* eac' cutome!, a o((oed to being !outine and (!ocedu!a#
57
3.@.
•
&'e amount o* dic!etion 'ic' need to be ee!cied in t'e acti%itie
•
&'e du!ation o* t'e contact it' t'e cutome!.
P"o0e##e# Xou Xo u i## need to !e%ie t'e e**ecti%ene o* you! (!ocedu!e *o!: •
Setting (e!ation ta!get
•
Aeigning meau!e o* (e!ation !e#e%ant to t'e ta!get
•
Sytematica##y and accu!ate#y meau!ing outcome
•
eing t'e (e!ation o* ete!na# e!%ice (!o%ide!
•
Bing !eu#t *o! in*o!med deciion-ma+ing
•
"m(!o%ing (e!ation.
eea!c' 'o t'at mot o!ganiation 'a%e t'e com(onent o* (e!ation management in (#ace, but t'ey a!e not a#ay ued to o%e!a## ad%antage. (oib#e *i%e-te( a((!oac' t'at cou#d 'e#( o!ganiation in im(!o%ing t'e (e!ation management o* t'e "SN"& cont!ibution i out#ined be#o, it' uggeted tec'ni>ue.
Ste$ 24 Ide'ti&, ,ou" %e+e% o& m!tu"it, i' O$e"!tio' m!'!*eme't
•
Loo+ Lo o+ at 'o 'o t'e t'e o!ga o!gani nia ati tion on i (e!* (e!*o! o!mi ming ng in a## a## it it a(e a(ect ct o* (e! (e!at atio ion n management - *!om di!ection etting t'!oug' to !e%ie and meau!ab#e im(!o%ement.
•
Ao an aementH t'i i## 'e#( to identi*y you! o!ganiation< matu!ity and t'e t!engt' and ea+nee.
•
ta tab# b#i i' ' 'e! 'e!ee you you a!e a!e no no a a e!i e!ie e o* bae bae#i #ine ne, , #oo+ #oo+in ing g at (e! (e!at atio ion n management at t!ategic (!og!am, tactica# and o(e!ationa# #e% e#.
•
?ottom-u( meau!e o* economy and e**iciency a!e #i+e#y to be !eaonab#y t!ong and 'a%e 'a%e good good manag managem ement ent.. &' &'i i may may not not be o e## e## de%e# de%e#o( o(ed ed *o! *o! e**e e**ect cti% i%ene ene meau!e
58
•
"nno%ation, (!oce im(!o%ement, cutome! ati*action, and cont!ibution to (o#icy ob)ecti%e. ot o!ganiation 'a%e a good unde!tanding o* *inancia# meau!eH t'i #e%e# o* unde!tanding need to be de%e#o(ed *o! ot'e! meau!e.
•
&ec'ni>ue: &ec'ni>ue: ementH ementH bae#ine
Ste$ 34 Ide'ti&, (e"e O$e"!tio' m!'!*eme't i# im$o"t!'t to ,ou" o"*!'iB!tio'
•
" it in etting di!ection o! enu!ing t'e de#i%e!y o* !e>ui!ed bene*it o! im(!o%ing t'e a#ignment, (e!ation and cont!ibution o* t'e inte!na# and ete!na# !eou!ce ued by t'e o!ganiationR
•
"denti*y t'e %a#ue *o! you! o!ganiation.
•
ey %a#u %a#ue e *o! *o! a*e a*ety ty c!it c!itic ica# a# o(e!a o(e!ati tion ona# a# e!% e!%ic ice e a!e a!e (ee (eed d and inte integ! g!it ity y o* in*o!mation. di**e!ent o!ganiation mig't (#ace 'ig' %a#ue on in*o!mation *#o o! on ing#e (oint o* acce to in*o!mation at a contactNca## cent!e.
•
&ec'ni>ue: &ec'ni>ue: Ga#ue Ga#ue c'ain ana#yiH benc'ma!+ing it' ot'e! o!ganiation 'ic' may identi*y t'ing you 'ad not t'oug't o*D
Ste$ 54 Re#o%+e !', mi#m!t0( betee' #te$# 2 !'d 3
•
e%ie (e!ation management at eac' o* t'e *ou! #e%e# - o!ganiation, t!ategic, (!og!am and tactica#D. !e t'e!e ea+nee in a!ea t'at a!e im(o!tant to you! o!ganiationR
•
&ec'ni>ue: to become mo!e outa!d #oo+ing and cutome!-*ocued, ue t'e e## etab#i'ed ba#anced co!eca!d and FEY tec'ni>ue.
•
&o ane! >uetion about 'e!e "& ma+e a cont!ibution, ue oa#, Euetion and et!ic ED to identi*y and de*ine meau!e.
59
Ste$ 64 E#t!b%i#( (e"e ,ou !'t to be !'d be*i' to bui%d O$e"!tio' m!'!*eme't i'to bu#i'e## $"o0e##e# !'d i'to t(e 0u%tu"e
•
&'e aim i to 'a%e ta!get, meau!ement and !e%ie (!ocee *o! t'oe t'ing t'at t'e buine conide! im(o!tant uc' a (!oduct, (!oce, e!%ice and ta**. ta**.
•
Xou i## 'a%e #ot o* meau!e 'ic' need to be (!io!itied againt you! (a!ticu#a! (e!(ecti%e on e**ecti%ene, e**iciency e**iciency and economy and againt you! %a#ue.
•
etab#i' bene*it management a a no!m
•
Be databae to co##ect &ec'ni>ue &ec'ni>ue (e!ation in*o!mation and ana#ye t!end
•
"nc#ude (e!ation management in t'e buine, (!og!amme and (!o)ect #i*ecyc#e
Ste$ @ 4 Feed i'&o"m!tio' b!01 i'to O$e"!tio' im$"o+eme't
onito! and ta+e action on:
•
=e ac'ie%e 'at e et out to doR
•
='e!e a!e t'e o((o!tunitie to im(!o%eR
•
='at can e do to im(!o%eR Xou a!e ee+ing ane! to:
•
='at i ac'ie%ab#eR
•
='at i im(o!tant *o! ou! o!ganiationR
•
='at a ac'ie%edR
&ec'ni &ec'ni>ue >ue:: $!oce $!oce ae aeme mentH ntH you you!! on ta!get ta!get, , #oo+ing #oo+ing at benc'm benc'ma!+ a!+ *!om *!om t'e outide o!#d.
60
"he #rocess o$ %#eration &ana'e&ent
61
62
3.7. 3.7.
Obe Ob e0t 0ti+ i+e# e# o& o& ! O$e O$e"! "!ti tio' o' M!'! M!'!*em *eme' e'tt S,# S,#te tem m
(e!a (e!ati tion on manag managem ement ent i an inte integ! g!a# a# (a!t (a!t o* a com(! com(!e' e'en eni% i%ee 'um 'uman an !eo !eou! u!ce ce management t!ategy. "t ob)ecti%e i to maimie indi%idua#@ (e!ation and (otentia# it' a %ie to attaining o!ganiationa# goa# and en'ancing o%e!a## e**ecti%ene and (!oducti%ity.
A #t!&& O$e"!tio' m!'!*eme't #,#tem !im# !t4
To (e%$ !0(ie+e de$!"tme't!% obe0ti+e# t("ou*( #t!&& Ae(a!tment *o!mu#ate t!ategie and ob)ecti%e to u((o!t t'ei! %iion, miion and %a#ue. &o ac'ie%e t'ee b!oad ob)ecti%e, de(a!tment 'a%e to tu!n t'em into (eci*ic ob)ecti%e and ta!get *o! t'e di%iion, ection, unit and ube>uent#y indi%idua# )ob ob)ecti%e and ta!get *o! im(#ementation. indi%idua# )ob ob)ecti%e a!e #in+ed to t'oe o* de(a!tm de(a!tment ent@, @, t'e (e!at (e!ation ion o* indi%i indi%idua# dua# o**ice o**ice! ! cont!i cont!ibut bute e to t'e de#i%e de#i%e!y !y o* de(a!tmenta# ob)ecti%e.
To e+!%u!te O$e"!tio' !'d im$"o+e 0ommu'i0!tio' betee' m!'!*e"# !'d #t!&& o' m!'!*i'* O$e"!tio' &'e ta** (e!ation management ytem (!o%ide a mec'anim to monito! and e%a#uate ta* ta*** (e! (e!at atio ion. n. (e! (e!at atio ion n ob)ec ob)ecti ti%e %e a!e a!e et et at t'e t'e begin beginni ning ng o* t'e t'e (e! (e!at atio ion n management cyc#e t'!oug' o(en dicuion beteen t'e u(e!%io! and t'e a((!aiee. $!og!e i monito!ed !egu#a!#y and *eedbac+ *!om ta** and u(e!%io! i co##ated to 'e#( c#a!i*y ob)ecti%e and out(ut e(ectationH and to en'ance (e!ation.
63
To $"o+ide o$$o"tu'itie# &o" de+e%o$me't &'e ta** (e!ation management ytem e!%e a a mu#ti-(u!(oe management too#. "t (!o%ide %a#uab#e in*o!mation to 'e#( identi*y indi%idua# t!aining need o a to en'ance (e!ation and to de%e#o( t'e (otentia# o* t'e ta** *o! *u!t'e! ad%ancement. &'e *o##oing *igu!e (!o%ide an i##ut!ation o* 'o (e!ation management #in+ it' ot'e! 'uman !eou!ce *unction.
3.9. 3.9.
O+e" O+e"!% !%%% Go!% Go!% !'d !'d Fo0 Fo0u# u# o& o& O$e O$e"! "!ti tio' o' M!' M!'!* !*em eme' e'tt &'e o%e!a## goa# o* (e!ation management i to enu!e enu!e t'at t'at t'e t'e o!ganiation and
a## o*
it ubytem (!ocee, de(a!tment, team, em(#oyee, etc.D a!e o!+ing toget'e! in an o(timum *a'ion to ac'ie%e t'e !eu#t dei!ed by t'e o!ganiation.
3.:.O$e" 3.:.O$e"!ti !tio' o' Im$"o Im$"o+em +eme't e't o& t(e t(e O"*!'i O"*!'iB!t B!tio' io' o" ! Su Sub#, b#,#te #tem m i# !' I'te*"!ted P"o0e## ote t'at becaue (e!ation management t!i%e to o(timie !eu#t and a#ignment o* a## ubytem to ac'ie%e t'e o%e!a## !eu#t o* t'e o!ganiation, any *ocu o* (e!ation management management it'in it'in t'e o!ganiati o!ganiation on 'et'e! 'et'e! on de(a!tment, de(a!tment, (!oce, em(#oyee, em(#oyee, etc.D 'ou#d u#timate#y a**ect o%e!a## o!ganiationa# (e!ation management a e##.
3.<.O'*oi'* A0ti+itie# o& O$e"!tio' M!'!*eme't c'ie%ing t'e o%e!a## goa# !e>ui!e e%e!a# ongoing acti%itie, inc#uding identi*ication and (!io!itiation o* dei!ed !eu#t, etab#i'ing mean to meau!e (!og!e toa!d t'oe !eu#t, etting tanda!d *o! aeing 'o e## !eu#t e!e ac'ie%ed, t!ac+ing and mea meau! u!in ing g (!og (!og!e !e toa toa!d !d !eu !eu#t #t, , ec' ec'ang angin ing g ongo ongoin ing g *eed *eedba bac+ c+ among among t'o t'oee (a!tici(ant o!+ing to ac'ie%e !eu#t, (e!iodica##y !e%ieing (!og!e, !ein*o!cing 64
acti%itie t'at ac'ie%e !eu#t and inte!%ening to im(!o%e (!og!e 'e!e needed. ote t'at !eu#t t'eme#%e a!e a#o meau!e.
ote: t'ee gene!a# acti%itie a!e ome'at imi#a! to e%e!a# ot'e! o t'e! ma)o! a((!oac'e in o!gani o!ganiat ation ion, , e.g., e.g., t!ate t!ategic gic (#anni (#anning, ng, managem management ent by ob)ecti ob)ecti%e %e,, &ota# ota# Eua#it Eua#ity y anagement, etc. (e!ation management b!ing *ocu on o%e!a## !eu#t, meau!ing !eu#t, !eu#t, *ocued and ongoing *eedbac+ about !eu#t, and de%e#o(ment (#an to im(!o%e im(!o%e !eu#t. &'e !eu#t meau!ement t'eme#%e a!e not t'e u#timate (!io!ity a muc' a ongoing *eedbac+ and ad)utment to meet !eu#t.
&'e te( in (e!ation management a!e a#o imi#a! to t'oe in a e##-deigned t!aining (!oce, 'en t'e (!oce can be integ!ated it' t'e o%e!a## goa# o* t'e o!gani ation. &!aine! a!e *ocuing muc' mo!e on !eu#t *o! (e!ation. any t!aine! it' t'i (!io!ity no ca## t'eme#%e (e!ation conu#tant.
3.2=.
!#i0 Ste$#
Ga!iou aut'o! (!o(oe %a!iou te( *o! (e!ation management. &'e ty(ica# (e!ation management (!oce inc#ude ome o! a## o* t'e *o##oing te(, 'et'e! in (e!ation management o* o!ganiation, ubytem, (!ocee, etc. ote t'at 'o t'e te( a!e ca!!ied out can %a!y %a! y ide#y, de(ending on t'e *ocu o* t'e (e!ation e**o!t and 'o i in c'a!ge o* ca!!ying it out. Fo! eam(#e, an economit mig't identi*y *inancia# !eu#t, uc' a !etu!n !etu!n on in%etment, in%etment, (!o*it !ate, etc. n indut!ia indut!ia## (yc'o#ogi (yc'o#ogitt mig't identi*y mo!e 'uman-baed !eu#t, uc' a em(#oyee (!oducti%ity.
&'e *o## o##oi oing te( a!e de dec!ibed mo!e *u##y u##y in t'e to(i o(ic Operation Appraisal and Development Plan,
Operation Opera tion
Plan, Plan,
inc#uding t'!oug' ue o* an eam(#e a((#ication.
&'e te( a!e gene!a##y *o##oed in e>uence, but !a!e#y *o##oed in eact e>uence. eu#t *!om one te( can be ued to immediate#y u(date o! modi*y ea!#ie! te(. Fo! eam(#e, t'e (e!ation (#an ite#* may be u(dated a a !eu#t o* #eon #ea!ned du!ing t'e ongoing obe!%ation, meau!ement and *eedbac+ te(.
65
&: &'e *o##oing te( occu! in a ide contet o* many acti%itie gea!ed toa!d (e!ation (e!ation im(!o%ement im(!o%ement in an o!ganiati o!ganiation, on, *o! eam(#e, eam(#e, acti%itie acti%itie uc' a management de%e#o(ment, (#anning, o!ganiing and coo!dinating co o!dinating acti%itie.
1. e%ie o!gania o!ganiationa# tiona# goa# goa# to aociate aociate (!e*e!! (!e*e!!ed ed o!ganiati o!ganiationa# ona# !eu#t !eu#t in te!m te!m o* unit o* (e!ation, t'at i, >uantity, >ua#ity, cot o! time#ine note t'at t'e !eu#t ite#* i t'e!e*o!e a meau!eD 2. S(eci*y dei! dei!ed ed !eu#t !eu#t *o! t'e t'e domain --- a guidance, guidance, *ocu *ocu on !eu#t !eu#t needed needed by ot'e! ot'e! domain e.g., (!oduct o! e!%ice need by b y inte!na# o! ete!na# cutome!D
3. nu!e nu!e t'e domain@ domain@ dei!ed dei!ed !eu#t !eu#t di!ect#y di!ect#y cont!ibute cont!ibute to t'e o!gani o!ganiation@ ation@ !eu#t !eu#t 4. =eig't, =eig't, o! (!io!i (!io!itie, tie, t'e t'e domain@ domain@ dei!ed dei!ed !eu#t. !eu#t. 5. "denti*y "denti*y *i!t *i!t-#e%e# -#e%e# meau!e meau!e to e%a#uate e%a#uate i* i* and and 'o 'o e## e## t'e domain@ domain@ dei!ed dei!ed
!eu#t !eu#t
e!e ac'ie%ed 6. "denti*y "denti*y mo!e (eci*i (eci*icc meau!e meau!e *o! eac' eac' *i!t-#e *i!t-#e%e# %e# meau!e meau!e i* necea! necea!y y 7. "denti "denti*y *y tanda!d tanda!d *o! e%a#uat e%a#uating ing 'o e## t'e dei!e dei!ed d !eu#t !eu#t e!e ac'ie%ed ac'ie%ed e.g., Mbe#o e(ectationM, Mmeet e(ectationM and Meceed e(ectationMD 8. Aocument Aocument a (e!ation (e!ation (#an --- inc#uding inc#uding dei!ed dei!ed !eu#t, !eu#t, meau!e meau!e and tanda!d tanda!d 9. Conduct ongoing ongoing obe!%ation obe!%ation and meau!e meau!ement ment to t!ac+ t!ac+ (e!atio (e!ation n 10. c'ange ongoing ongoing *eedbac+ *eedbac+ about (e!ation (e!ation 11. Conduct a (e!ation a((!aia# a((!aia# ometime ca##ed (e!ation !e%ieD 12. "* (e!ation (e!ation meet t'e dei!ed dei!ed (e!ation tanda!d, tanda!d, t'en !ea!d *o! (e!ation (e!ation t'e natu!e o* t'e !ea!d de(end on t'e domainD 13. "* (e!ation (e!ation doe not meet t'e dei!ed dei!ed (e!ation tanda!d, tanda!d, t'en de%e#o( o! u(date a (e!ation de%e#o(ment (#an to add!e t'e (e!ation ga(Z See ote 1 and 2D 14. e(eat te( 9 to 13 unti# (e!ation (e!ation i acce(tab#e, acce(tab#e, tanda!d a!e c'anged, t'e domain i !e(#aced, management decide to do not'ing, etc.
66
Note 24 "nade>uate (e!ation doe not a#ay indicate a (!ob#em on t'e (a!t o* t'e
domain. (e!ation tanda!d may be un!ea#itic o! t'e domain may 'a%e inu**icient !eou!ce. Simi#a!#y, t'e o%e!a## t!ategie o! t'e o!ganiation, o! it mean to ac'ie%ing it to(-#e%e# goa#, may be un!ea#itic o! it'out u**icient !eou!ce.
Note 34 ='en (e!ation management i a((#ied to an em(#oyee o! g!ou( o* em(#oyee, a
de%e#o(ment (#an can be b e initiated in a %a!iety o* ituation .g.
a. ='en a (e!ation (e!ation a((!ai a((!aia# a# indicate indicate (e!ati (e!ation on im(!o%ement im(!o%ement i i needed, t'at t'at i, t'at t'at t'e!e i a M(e!ation ga(M
b. &o Mbenc'ma!+M t'e tatu o* im(!o%ement o *a! in a de%e#o(ment e**o!t
c. (a!t o* a (!o*e (!o*eion iona# a# de%e#o(m de%e#o(ment ent *o! t'e t'e em(#oyee em(#oyee o! g!ou( g!ou( o* em(#oyee em(#oyee,, in 'ic' cae t'e!e i not a (e!ation ga( a muc' a an Mg!ot' ga(
d. (a!t o* o* ucceion ucceion (#anning (#anning to 'e#( 'e#( an em(#oyee em(#oyee be e#igib# e#igib#ee *o! a (#anned (#anned c'ange in !o#e in t'e o!ganiation, in 'ic' cae t'e!e a#o i not a (e!ation ga( a muc' a an Mo((o!tunity ga(M
e. &o M(i#otM, M(i#otM, o! tet, tet, t'e t'e o(e!ation o(e!ation o* a ne ne (e!ation (e!ation manageme management nt ytem. ytem.
3.2 3.22.
O$e" O$ e"!t !tio io' ' m!' m!'!* !*em eme' e'tt m!i m!i'% '%, , i'0 i'0%u %ude de &o%% &o%%o oi' i'* * t(i t(i'* '*#4 #4
(e!ati (e!ation on managem management ent i t'e y ytem temati aticc (!oce (!oce by 'ic' 'ic' an agency agency in%o#% in%o#%e e it em(# em(#oy oyee ee, , a indi indi%i %idua dua# # and memb membe! e! o* a g!ou g!ou(, (, in im(! im(!o%i o%ing ng o!ga o!gani niat atio iona# na# e**ecti%ene in t'e accom(#i'ment o* agency miion and goa#.
67
•
Planning o!+
and etting e(ectation,
•
Continua##y monitoring (e!ation,
•
Ae%e#o(ing t'e ca(acity to (e!*o!m,
•
$e!iodica##y rating (e!ation in a umma!y *a'ion, and
•
ewar!ing good
(e!ation.
&'e !e%iion made in 1995 to t'e o%e!nment ide (e!ation a((!aia# and aa!d !egu#ation u((o!t ound management (!inci(#e. !eat ca!e a ta+en to enu!e t'at t'e !e>ui!ement t'oe !egu#ation etab#i' ou#d com(#ement and not con*#ict it' t'e +ind o* acti%itie and action (!acticed in e**ecti%e o!ganiation a m a*te! o* cou!e. dditio dditiona# na# bac+g! bac+g!oun ound d in*o!m in*o!mati ation on on (e!at (e!ation ion managem management ent can be *ound *ound in t'e *o##oing
3.22.2.
P%!''i'*
68
"n an e**ecti%e o!ganiation, o!+ i (#anned out in ad%ance. $#anning mean etting (e!ation e(ectation and goa# *o! g!ou( and indi%idua# to c'anne# t'ei! e**o!t toa!d toa!d ac'ie%i ac'ie%ing ng t'e o!gan o!gania iatio tiona# na# ob)ect ob)ecti%e i%e. . etti etting ng em(#oy em(#oyee ee in%o#% in%o#%ed ed in t'e (#anning (!oce i## 'e#( t'em unde!tand t'e goa# o* t'e o!ganiation, 'at need to be done, 'y it need to be done, and 'o e## it 'ou#d be done.
&'e !egu#ato!y !e>ui!ement *o! (#anning em(#oyee@ (e!ation inc#ude etab#i'ing t'e e#ement e#ement and tanda tanda!d !d o* t'ei! t'ei! (e!at (e!ation ion a((!ai a((!aia# a# (#an. (#an. (e!at (e!ation ion e#ement e#ement and tanda!d 'ou#d be meau!ab#e, unde!tandab#e, %e!i*iab#e, e>uitab#e, and ac'ie%ab#e. &'!oug' &'!oug' c!itic c!itica# a# e#emen e#ement, t, em(#oy em(#oyee ee a!e 'e#d 'e#d account accountab# ab#ee a indi%i indi%idua# dua# *o! o!+ o!+ aignment o! !e(onibi#itie. m(#oyee (e!ation (#an 'ou#d be *#eib#e o t'at t'ey can be ad)uted *o! c'anging (!og!am ob)ecti%e and o!+ !e>ui!ement. ='en ued e**ecti%e#y, t'ee (#an can be bene*icia# o!+ing document t'at a!e dicued o*ten, and not me!e#y (a(e!o!+ t'at i *i#ed in a d!ae! and een on#y 'en !ating o* !eco!d a!e !e>ui!ement
3.22.3.
Mo'ito"i'*
"n an e**ec e**ecti% ti%ee o!gani o!ganiat ation ion,, aign aignmen ment t and (!o)ec (!o)ect t a!e mon monito ito!ed !ed continua continua##y ##y.. onito! onito!ing ing e## e## mean mean coni coniten tent#y t#y meau! meau!ing ing (e!ati (e!ation on and (!o%id (!o%iding ing ong ongoin oing g *eedbac+ to em(#oyee and o!+ g!ou( on t'ei! (!og!e toa!d !eac'ing t'ei! goa#. egu#ato!y !e>ui!ement *o! monito!ing (e!ation inc#ude conducting (!og!e !e%ie it' em(#oyee 'e!e t'ei! (e!ation i com(a!ed againt t'ei! e#ement and tanda!d. ngoing monito!ing (!o%ide t'e o((o!tunity to c'ec+ 'o e## em(#oyee a!e meeting (!edete!mined tanda!d and to ma+e c'ange to un!ea#itic o! (!ob#ematic tanda!d. nd by monito!ing continua##y, unacce(tab#e (e!ation can be identi*ied at any time du!ing t'e a((!aia# (e!iod and aitance (!o%ided to add!e uc' (e!ation !at'e! t'an ait unti# t'e end o* t'e (e!iod 'en umma!y !ating #e%e# a!e aigned. 69
3.22.5.
De+e%o$i'* Em$ Em$%o,ee#
"n an e**ecti%e o!ganiation, em(#oyee de%e#o(menta# need a!e e%a#uated and add!eed. Ae%e#o(ing in t'i intance mean inc!eaing t'e ca(acity to (e!*o!m t'!oug' t!aining, gi%ing aignment t'at int!oduce ne +i## o! 'ig'e! #e%e# o* !e(onibi#ity, im(!o%ing o!+ (!ocee, o! ot'e! met'od. $!o%iding em(#oyee it' t!aining and de%e#o(menta# o((o o((o!t !tun unit itie ie
enco encou! u!ag age e
good good
(e! (e!at atio ion, n,
t!e t!eng ngt' t'en en
)ob)ob-!e !e#a #ate ted d
+i# +i## #
and and
com(etencie, and 'e#( em(#oyee +ee( u( it' c'ange in t'e o!+(#ace, uc' a t'e int!oduction o* ne tec'no#ogy.
Ca!!ying Ca!!ying out t'e (!ocee (!ocee o* (e!ation (e!ation management (!o%ide (!o%ide an ece##ent ece##ent o((o!tunity to identi*y de%e#o(menta# need. Au!ing (#anning and monito!ing o* o!+, de*iciencie in (e!ation become e%ident and can be add!eed. !ea *o! im(!o%ing good (e!ation a#o tand out, and action can be ta+en to 'e#( ucce*u# em(#oyee im(!o%e e%en *u!t'e!.
3.22.6.
R!ti'*
F!om time to time, o!ganiati o!ganiation on *ind it ue*u# to umma!ie em(#oyee (e!ation. (e!ation. &'i can be 'e#(*u# *o! #oo+ing at and com(a!ing (e!ation o%e! time o! among %a!iou em(#oyee. !ganiation need to +no 'o t'ei! t' ei! bet (e!*o!me! a!e.
=it'in t'e contet o* *o!ma# (e!ation a((!aia# !e>ui!ement, !ating mean e%a#uating em(#oye em(#oyeee o! g!ou( g!ou( (e!at (e!ation ion againt againt t'e e#emen e#ement t and tanda! tanda!d d in an em(#oy em(#oyee@ ee@
70
(e!ation (#an and aigning a umma!y !ating o* !eco!d. &'e !ating o* !eco!d i aigned acco!ding acco!ding to (!ocedu!e (!ocedu!e inc#uded in t'e o!ganiation@ o!ganiation@ a((!aia# a((!aia# (!og!am. "t i baed on o!+ (e!*o!med (e!*o!med du!ing an enti!e enti!e a((!aia# a((!aia# (e!iod. &'e !ating o* !eco!d 'a a bea!ing bea!ing on %a!iou %a!iou ot'e! ot'e! (e!on (e!onne# ne# action actionH H uc' uc' a g!anti g!anting ng it'in it'in-g! -g!ade ade (ay inc!ea inc!eae e and dete!mining additiona# !etention e!%ice c!edit in a !eduction in *o!ce. ote: #t'oug' #t'oug' g!ou( (e!ation may 'a%e an im(act on an em(#oyee@ umma!y !ating, a !ating o* !eco!d i aigned on#y to an indi%idua#, not to a g!ou(.
3.22.@.
Re!"di'*
"n an e**ect e**ecti%e i%e o!gani o!ganiat ation ion,, !ea!d !ea!d a!e ued ued e##. e##. ea!d ea!ding ing mean mean !ecogni !ecogniin ing g em(# em(#oy oyee ee, , indi indi%i %idu dua# a##y #y and and a memb membe! e! o* g!ou g!ou( (,, *o! *o! t'ei t'ei!! (e! (e!at atio ion n and and ac+no#edging t'ei! cont!ibution to t'e agency@ miion. baic (!inci(#e o* e**ecti%e management i t'at a## be'a%io! i cont!o##ed by it cone>uence. &'oe cone>uence can and 'ou#d be bot' *o!ma# and in*o!ma# and bot' (oiti%e and negati%e.
ood (e!ation i !ecognied it'out aiting *o! nomination *o! *o!ma# aa!d to be o#icited. o#icited. ecognition ecognition i an ongoing, ongoing, natu!a# natu!a# (a!t o* day-to-day day-to-day e(e!ience. e(e!ience. #ot o* t'e action t'at !ea!d good (e!ation [ #i+e aying M&'an+ youM [ don@t !e>ui!e a (eci*ic !egu#ato!y aut'o!ity. onet'e#e, aa!d !egu#ation (!o%ide a b!oad !ange o* *o!m t'at mo!e *o!ma# !ea!d can ta+e, uc' a ca', time o**, and many no moneta!y item. &'e !egu#ation a#o co%e! a %a!iety o* cont!ibution t'at can be !ea!ded, *!om uggetion to g!ou( accom(#i'ment.
71
3.2 3.23.
M!'!* !'!*i' i'* * O$e"! e"!tio tio' E& E&&&e0t e0ti+e% i+e%, ,
"n e**ecti%e o!ganiation, manage! and em(#oyee 'a%e been (!acticing good (e!ation management natu!a##y a## t'ei! #i%e, eecuting eac' +ey com(onent (!oce e##. oa# a!e et and o!+ i (#anned !outine#y. $!og!e toa!d t'oe goa# i meau!ed and em(#oyee get *eedbac+. ;ig' tanda!d a!e et, but ca!e i a#o ta+en to de%e#o( t'e +i## needed to !eac' t'em. Fo!ma# and in*o!ma# !ea!d a!e ued to !ecognie t'e be'a%io! and !eu#t t'at accom(#i' t'e miion. ## *i%e-com(onent (!ocee o!+ing toget'e! and u((o!ting eac' ot'e! ac'ie%e natu!a#, e**ecti%e (e!ation management.
3.25 3.25..
Fe!t Fe!tu" u"e# e# o& ! Goo Good d O$e O$e"! "!ti tio' o' M!'! M!'!*e *em me' e'tt S,# S,#te tem m
good ta** (e!ation management ytem no!ma##y conit c onit o* t'e *o##oing *eatu!e:
•
Fai! and o(en b)ecti%e -&'e ytem deigned 'ou#d aim to *aci#itate ob)ecti%e and *ai! aement aement by t'e management and encou!age encou!age *!an+ and cont!ucti%e cont!ucti%e *eedbac+ *eedbac+ o* a((!aie. &'ee can be ac'ie%ed t'!oug':
•
Setting c#ea! ta!get and tanda!dH
•
$!o%id $!o%iding ing o((o!tu o((o!tunit nitie ie *o! u( u(e!% e!%io io! ! to in*o!m in*o!m a((!ai a((!aie e o* t'ei! t'ei! (e!at (e!ation ion !egu#a!#y, to be accom(anied by time#y coac'ing and coune#ingH
•
$e!mitting t'e a((!aie to 'a%e acce to t'e enti!e !e(o!t and to !e%ie t'e a((!aia# be*o!e t'e a((!aia# inte!%ieH and
72
•
='e! ='e!ee nece nece a!y a!y an ae ae me ment nt (ane# (ane# 'ou 'ou#d #d be *o!m *o!med ed to enu enu!e !e *ai! *ai!ne ne in (e!ation !ating.
do(ting uc' an o(en ytem *o! ta** (e!ation a#o u((o!t t'e (i!it o* t'e $e!ona# Aata $!i%acyD !dinance.
3.25.2.
Com$ete'0,!#ed
Com(etency !e*e! to t'e +no#edge, att!ibute, attitude and +i## !e>ui!ed to (e!*o!m a )ob e**ecti%e#y. e**ecti%e#y. &'e!e a!e to b!oad catego!ie o* com(etencie: co!e com(etencie and *unctiona# com(etencie. Co!e com(etencie a!e t'e gene!ic com(etencie aociated it' e**ecti%e (e!ation !e>ui!ed by a g!ou( o* )ob 'o#de! in a de(a!tment ac!o di**e!ent di%iionNection. n eam(#e i manage!ia# com(etencie !e>ui!ed *o! ta** in manage!ia# (oition. Functiona# com(etencie a!e t'e com(etencie (eci*ic to ce!tain )ob *unction, uc' a com(ute! (!og!amming +i## *o! (!og!amme! in t'e Com(ute! Section and c#a!oom +i## *o! t!aine! in t'e &!aining Ai%iion o* a de(a!tment. Com(etencie a!e !e*#ected in a et o* dei!ab#e be'a%io! (atte!n 'ic' a!e obe!%ab#e, meau!ab#e and can be t!ac+ed and monito!ed.
Ae%e#o( Ae%e#o(ing ing and uing uing a com(et com(etency ency-ba -baed ed a((!oa a((!oac' c' enab#e enab#e de(a!tmen de(a!tment t to ue a common #anguage and t!uctu!ed ay to de*ine and dec!ibe a((!o(!iate )ob be'a%io! at di**e!ent !an+ a o**ice!< (!og!e t'!oug' t'e g!ade. &'e a((!oac' 'e#( to ae ta**@ (otentia# and (!omo abi#ity a bi#ity to t'e net 'ig'e! ' ig'e! !an+ and identi*y de%e#o(ment need o* o * t'e ta**. "t a#o en'ance t'e ob)ecti%ity and t!an(a!ency o* (e!ation aement.
73
='en co!e com(etency-baed a((!oac' i ado(ted, de(a!tment need to enu!e t'at t'e com(etencie a!e de%e#o(ed (!o(e!#y by :
•
#igning indi%idua# (e!ation ob)ecti%e it' de(a!tmenta# one,
•
Secu!ing enio! management@ commitment, and
•
"n%o#%ing ta** in t'e (!oce.
Fu!t'e!mo!e t'e!e 'ou#d be a c#ea! di**e!entiation in com(etency dec!i(tion among di**e!ent !an+ in t'e ame g!ade. n undu#y #ong #it o* com(etencie may ad%e!e#y a**ect t'e e**ecti%ene o* t'e ytem. ytem.
Fo! com(e com(ete tenci ncie e to e**e e**ect cti% i%e#y e#y e!% e!%ee t'e t'e need need o* a de(a! de(a!tm tment ent,, t'ey t'ey 'ou 'ou#d #d be de(a!tment- de(a!tment-(eci*i (eci*icc and !e*#ect !e*#ect t'e miion, miion, %a#ue and cu#tu!e cu#tu!e o* t'e de(a!tment. de(a!tment. ny #it o* com(etencie cannot be e'auti%e. "t on#y (!o%ide t'e common #anguage and unde!tanding o* t'e +ey dimenion and an d dec!i(tion t'at a!!ant attention.
B(on im(#ementation, t'e!e 'ou#d be (!o(e! and ade>uate t!aining *o! t'e ta** on t'e im(#ementation o* t'e (e!ation management ytem
(e!ation (#anning ta!t it' a eion beteen t'e a((!aiing o**ice! and t'e a((!aiee to ag!ee on t'e #it o* ob)ecti%eN!e(onibi#itie *o! t'e coming a((!aia# (e!iod. &'e
74
ag!eed ag!eed #it #it i## i## inc# inc#ude ude t'e t'e ob)e ob)ect cti% i%e e o* t'e t'e ect ectio ionN nNun unit it and t'e t'e b!oad b!oad a!ea a!ea o* !e(onibi#itie o* t'e a((!aiee, t'at i +ey !eu#t a!ea D.
3.25.3.
A Co'ti'uou# P" P"o0e##
Sta** (e!ation management cyc#e i a continuou (!oce 'ic' in%o#%e : •
(e!ation (#anning
•
Continuou coac'ing and de%e#o(ment
•
"nte!im !e%ie
•
(e!ation a((!aia#
•
75
3.25.5.
O$e"!tio' $%!''i'*
(e!ation (#anning ta!t it' a eion beteen t'e a((!aiing o**ice! and t'e a((!aie to ag!ee on t'e #it o* ob)ecti%eN!e(onibi#itie *o! t'e coming a((!aia# (e!iod. &'e ag!eed ag!eed #it #it i## i## inc# inc#ude ude t'e t'e ob)e ob)ect cti% i%e e o* t'e t'e ect ectio ionN nNun unit it and t'e t'e b!oad b!oad a!ea a!ea o* !e(onibi#itie o* t'e a((!aie, t'at i +ey !eu#t a!ea D.
am(#e o* a!e: •
&ime#y com(#etion o* cae#oad
•
Cutome! ati*action and !e#ation
•
Sta** de%e#o(ment
•
eou!ce management
•
$!o)ect management
S(eci*ic, meau!ab#e, ac'ie%ab#e and time bound ta!get i## t'en be et on t'e bai o* t'e . &'e a((!aiing o**ice! 'ou#d enu!e t'at t'ee ta!get a!e in a#ignment it' t'e o%e!a## de(a!tmenta# ob)ecti%e and t'at t'ey a!e c#ea!#y unde!tood by t'e a((!aiee.
Ae(ending on t'e natu!e o* t'e )ob, a((!aiing o**ice! may a#te!nati%e#y ag!ee it' a((!aie a #it o* +ey !e(onibi#itie it' (eci*ic (e!ation !eu#t. &'i #it (!o%ide t'e a((!ai a((!aiee ee and t'e a((!ai a((!aiin ing g o**ice o**ice! ! it' it' t'e ya!dt ya!dtic+ ic+ to ob)ect ob)ecti%e i%e#y #y dicu dicu, ,
76
monito! and ae (e!ation. &'e #it 'ou#d be +e(t unde! *!e>uent !e%ie and be !e%ied 'ene%e! t'e!e a!e c'ange in t'e )ob.
3.25 3.25.6 .6..
Co't Co'ti' i'uo uou# u# 0o!0 0o!0(i (i'* '* !'d !'d de+ de+e% e%o$ o$m me' e'tt
&'e (e!at (e!ation ion managem management ent y ytem tem i a on-goi on-going ng (!oce (!oce. . *te! *te! o!+ o!+ ta!get ta!get and tanda!d 'a%e been decided and (e!ation ob)ecti%e ag!eed u(on, t'e a((!aiing o**ice! 'ou#d ta!t t'e coac'ing and de%e#o(ment (!oce 'ic' t'!ead t'!oug' (e!ation (#anning, !egu#a! *eedbac+ and guidance, inte!im !e%ie and (e!ation a((!aia#. Coac'ing i about (!o%iding !egu#a! *eedbac+ to ta** on t'ei! (e!ation. "t aim at:
•
i%ing !ecognition to encou!age and !ein*o!ce good (e!ationH and
•
$!o%iding $!o%iding ad%ice and coune#ing coune#ing to 'e#( im(!o%e (e!ation, (e!ation, and 'e!e a((!o(!iate, a((!o(!iate, ta+e co!!ecti%e action.
&'!oug' t'e coac'ing eion, t!aining need 'ou#d a#o be identi*ied and *o##oed.
3.25.@.
I'te"im "e+ie
n inte!im inte!im !e%ie i a c'edu#ed, c'edu#ed, *o!ma# dicuion dicuion beteen beteen t'e a((!aiing a((!aiing o**ice! o**ice! and t 'e
a((!aiee
to
!e%ie
t'e
#atte!@
(!og!e
in
meeting
t'e
ag!eed
ob)ecti%eN!e(onibi#itie. &'i uua##y ta+e (#ace in t'e midd#e o* t'e a((!aia# (e!iod.
77
n inte!im !e%ie 'ou#d ta+e t'e *o!m o* a t!uctu!ed eion to (!o%ide an o((o!tunity *o! additiona# coac'ing, *o! (!ob#em o#%ing, and *o! u(dating ob)ecti%eN!e(onibi#itie.
A' i'te"im "e+ie !im# to4 •
"den "denti ti*y *y (e!a (e!ati tion on !eu !eu#t #t t'at t'at a!e a!e be#o be#o,, on o! abo%e abo%e ta!g ta!get et and and dete dete!m !min inee a((!o(!iate !e(one on co!!ecti%e meau!e. Su(e!%io! 'ou#d ue t'i occaion to !ecognie and encou!age good (e!ation. n t'e ot'e! 'and, (e!ation be#o ta!get i to be (ointed out and guidance *o! im(!o%ement to be gi%enH
•
e and *o##o u( de%e#o(ment o! t!aining need o* ta** to ait t'em in ac'ie%ing t'ei! ob)ecti%eN!e(onibi#iti ob )ecti%eN!e(onibi#itieH eH
•
ce!t ce!tain ain 'et'e 'et'e!! t'e!e t'e!e a!e (otent (otentia# ia# (!ob#e (!ob#em m t'at t'at may a**ect a**ect t'e a((!ai a((!aie! e!< < (e! (e!at atio ion n in t'e t'e #att #atte! e! 'a#* 'a#* o* t'e t'e !e(o! !e(o!ti ting ng cyc# cyc#ee and and (ut in (#ac (#acee (!e% (!e%ent enti% i%ee meau!eH and
•
3.25.7.
e%ie 'et'e! ad)utment to t'e ag!eed ob)ecti%eN!e(onibi#iti ob )ecti%eN!e(onibi#itie e a!e !e>ui!ed.
O$e"!tio' !$$ !$$"!i#!%
(e!ati (e!ation on a((!ai a((!aia# a# i t'e *o!ma# *o!ma# ae aemen mentt on t'e a((!ai a((!aiee< ee< (e!ati (e!ation on *o! t'e a((!aia# (e!iod. "t co%e! t'e *o##oing a(ect:
•
;o e**ecti%e e**ecti%e#y #y t'e ag!eed ob)ecti%eN!e( ob)ecti%eN!e(onib onibi#iti i#itie e 'a%e been ca!!ied ca!!ied out and ta!get metH
•
='et'e! t'e e**ecti%ene 'a been ad%e!e#y a**ected by any an y cont!aint o! obtac#eH
78
•
&'e t!engt' and ea+nee o* t'e a((!aiee 'ic' a**ected o! i## a**ect t'e o**ice!@ *u!t'e! de%e#o(mentH
•
3.2 3.25.9 5.9.
nd 'at o!t o* (e!ona#Nca!ee! de%e#o(ment and t!aining action 'ou#d be ta+en.
To m!i' !i't!i t!i' !' o$e' o$e' #,#t #,#tem em
•
&'e a((!aiee 'ou#d be 'on t'e aement by t'e a((!aiing and counte!igning o**ice! be*o!e t'e a((!aia# inte!%ie.
•
Counte!igning o**ice! a!e encou!aged to com(#ete t'e a((!aia# *o!m be*o!e t'e a((!aia# inte!%ie i conductedH and
•
n inte!%ie !eco!d 'a to be (!e(a!ed and igned by bot' (a!tie.
Fo! t!aining and ca!ee! de%e#o(ment (!o(oa# (ut *o!a!d in t'e a((!aia#, t'e g!ade management mut ta+e t'e initiati%e to enu!e any necea!y *o##o u( action a!e ta+en in a time#y and a((!o(!iate manne!. manne !. &'ee (!o(oa# i## a#o (!o%ide ue*u# !e*e!ence *o! t'e u(e!%io! to de%e#o( t'e ta**@ com(etencie. Common t'eme on t!aining and de%e#o(ment identi*ied 'ou#d be cono#idated *o! inco!(o!ation into t'e t!aining and de%e#o(ment (#an o* t'e de(a!tment and t'e g!ade.
&o enu!e conitency in aement tanda!d and *ai!ne in (e!ation !ating in ta** a((!aia#, 'ead o* de(a!tmentNg!ade may conide! i* an aement (ane# 'ou#d be et u(. n aement (ane# i a management too# to 'e#( de(a!tment c!o mode!ate a((!aia# !ating.
79
n aement (ane# i uua##y c'ai!ed by t'e 'ead o* b!anc'Ndi%iion o! 'ead o* g!ade it' membe! d!an *!om ectionNunit 'ead. t t'e ta!t o* a !e(o!ting cyc#e, t'e aement (ane# i## meet to dicu t'e ma!+ing c!ite!ia and tanda!d. Sta** i## be in*o!med o* t'ee c!ite!ia and tanda!d and c#ea! guide#ine i## be iued to a((!aiing o**ice!.
&'e aement (ane# i## !e%ie t'e com(#eted !e(o!t on t'e bai o* (ane# membe!@ +no#edge about t'e (e!ation o* t'e a((!aiee. "* t'e aement (ane# diag!ee it' t'e ae aemen mentt o* a !e(o!t !e(o!t,, t'e !e%ie !e%ieing ing o**ice o**ice!! and t'e a((!ai a((!aiin ingNco gNcount unte! e!ign igning ing o**ice!, 'e!e necea!y, may be !e>ueted to e(#ain be*o!e t'e (ane#. mendment may be made to t'e a((!aia# !e(o!t to enu!e (a!ity o* aement, i* necea!y. necea!y.
5. PROJECT
80
5.2.Obe0ti+e o& t(e P"oe0t I't"odu0tio' o& t(e P"ob%em
P"im!", Obe0ti+e &o unde!tand t'e baic *eatu!e o* (e!ation management (#an o! (e!ation aement
in ;CL and t'ei! cont!ibuti cont!ibution on in t'e ucce ucce o* ;CL "n*o ytem ytem Ltd. it'in it'in a 'o!t (an o* (!e%iou yea!.
5.2.2.
Se0o'd!", obe0ti+e
&o identi*y 'ic' o* t'e *unctiona# a(ectN $a!amete! a!e #o and 'ic' dy*unctiona# a(ectN $a!amete! a!e 'ig' in o!de! to (ut ome uggetion *o! inc!eaing t'e *o!me! and !educing t'e #atte! in ot'e! o!d to mo%e *!om dy*unctiona# to *unctiona# (e!ation aement.
5.3.Si*'i&i0!'0e o& t(e P"oe0t
&'e i ee+ o* umme! t!aining at ;CL "n*oytem Ltd. ga%e me a com(#ete e(ou!e to t'e o!ganiationa# o!+ #i*e. "t a uni>ue o((o!tunity to e(#o!e t'e !ea#itie o* "ndia< #eading com(anie a a !eea!c'e! and gat'e! +no#edge *!om it %at !e(e!toi!e o* e(e!ience.
"t a g!eat #ea!ning e(e!ience to +no t'e dutie (e!*o!me!, !e(onibi#itie ta+en and t'e +i## !egained by t'e eecuti%e o* t'e o!ganiation to !e*o!m 'ei! )ob e**ecti%e#y and e**icient#y. &'e (!o)ect not on#y 'e#( me to en'ance my (!actica# +no#edge but it a#o 'e#( me to unde!tand 'o (e!ation management o!+ into t'e o!ganiation and 'o eecuti%e ae t'ei! on em(#oyee into t'e o!ganiation.
&'e umme! (!o)ect, a#o made me !ea#ie t'e o!t' o* an ; manage!. " got to +no t'e im(o!tance o* em(#oyee aement and communication and inte!(e!ona# +i## in getting t'ing done *!om ot'e!. "n a net 'e##, it a a %e!y *u#*i##ing and *!uit*u# (e!iod o* my #i*e a a management tudent.
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5.5.De&i'itio' A T(eo"eti0!% Pe"#$e0ti+e (e!ation anagement i t'e (!oce o* c!ating a o!+ a!ea etting in 'ic' (eo(#e a!e enab#ed to (e!*o!m to t'e bet o* t'ei! abi#itie. (e!ation anagement i a 'o#e o!+ ytem t'at begin 'en a )ob i de*ined d e*ined a needed. Sytem inc#ude t'e *#oing action-
1. Ae%e# Ae%e#o(m o(ment ent )ob )ob dec! dec!i( i(ti tion on
2. Se#ect a((!o(!iate a((!o(!iate (eo(#e it' an a((#y a((#y e#ecti e#ection on (!oce (!oce..
3. egotiate egotiate !e>ui!em !e>ui!ement ent and accom(#i accom(#i'ment 'ment baed (e!ati (e!ation on tanda!d tanda!d
4. utc utcom ome e mea meau! u!e e..
5. $!o%id $!o%idee e**ect e**ecti%e i%e o!ien o!ientat tation ion t!ain t!aining ing..
6. $!o%id $!o%idee ongoin ongoing g coac'i coac'ing ng and and *eedba *eedbac+. c+.
7. Conduct >ua!te!#y >ua!te!#y (e!ation (e!ation de%e#o(ment de%e#o(ment dicuio dicuion. n.
8. Aeign Aeign e**ecti%e e**ecti%e com(enati com(enation on and !ecognition !ecognition ytem ytem t'at t'at !ea!d (eo(#e (eo(#e *o! t'ei! t'ei! cont!ibution.
9. $!o%id $!o%idee (!omot (!omotion iona#N a#Nc!i c!ie! e! cont!ibu cont!ibutio tion. n.
10. i it t it' it' eit eit inte inte!% !%ie ie to unde! unde!t tan and d 'y %a#ua %a#uab# b#ee em(# em(#oye oyee e #ea% #ea%ee t'e t'e o!ganiation.
5.6.P"e$!"!tio' !'d P%!''i'* &o" O$e"!tio' m!'!*eme't m!'!*eme't
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uc' o!+ i in%eted, on t'e *!ont end, to im(!o%e a t!aditiona# em(#oyee a((!eciate (!oce, "n*ect manage! can *ee# a i* t'e ne (!oce i too time conuming one t'e *unction o* de%e#o(menta# goa# i in (#ace 'oe%e! time to an adminit!ato! t'e ytem dec!eae. ac' o* t'ee te( to ta+en it' t'e (a!tici(ation and coo(e!ation o* t'e em(#oyee *o! bet !eu#t.
[email protected]$e"!tio' M!'!*eme't !'d De+e%o$me't
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Ae*ine t'e (u!(oe o* t'e )ob, )ob dutie.
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Ae*ine t'e (e!ation goa# it' meau!ab#e outcome.
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Ae*ine t'e eac' )ob !e(onibi#itie a goa#.
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Ae*ine t'e (e!ation tanda!d *o! +ey com(onent com(onen t o* t'e )ob,
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;o#d inte!im dicuion and (!o%ide *eedbac+ abut em(#oyee (e!ation.
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aintain a !eco!d o* (e!ation t'!oug' c!itica# incident !e(o!t.
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$!o%ide o((o!tunity *o! b!oaden *eedbac+. Be 360\ (e!ation *eedbac+ ytem.
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Ae%e#o( adminite! a coac'ing and im(#ement (#an i* t'e em(#oyee i not meeting e(ectation
5.7.O$e"!tio' A##e##me't !'d De+e%o$me't P%!' I' HCL INFOSYSTEMS LTD.
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5.7. 5.7.2. 2.
P"io P"io"" to &i% &i%%i %i'* '* t(e t(e &&o" o"m m $%e! $%e!#e #e "e "e!d 0!" 0!"ee&u%% &u%%, , I'#t I'#t"u "u0t 0tio io'# '# to to t(e t(e
A$$"!i#e"
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((!ai ((!aiee t'e em(#oy em(#oyee ee in !e#ate !e#ated d to t'e (o (oiti ition on 'e#d 'e#d du!ing du!ing t'e (e!iod (e!iod unde! unde! a((!aia#.
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?e ob)ecti%e, %oid %oid any (e!ona# (!e)udice.
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Ao not e%a#uate on t'e bai o* io#ated incident, but bae you! )udgment on t'e enti!e (e!iod unde! !e%ie.
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Conide! eac' inde(endent#y, unin*#uenced by t'e !ating gi%en *o! ot'e! *acto!.
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&'i *!om i## not be t!eated a com(#ete and (!oceed *u!t'e! unti# a## e#ection a!e *i##ed u(.
5.7. 5.7.3. 3.
O$e" O$ e"!t !tio io' ' !$$" !$$"!i !i#! #!%% *uid *uide% e%i' i'e# e#
5.7.3.2. A$$"!i#!% $"o0edu"e (e!ation (e!ation a((!aia# a((!aia# encom(ae encom(ae t'e on-going on-going o!+-!e#at o!+-!e#ated ed dicuion dicuion, , 'ic' ta+e (#ace beteen a((!aia# and a((!aiee t'!oug'out t'e yea!. &'e *o!ma# (e!ation a((!aia# meeting i no!ma##y attended by t'e em(#oyee and manage! on#yH but 'en !e#e%ant, anot'e! manage! i## a#o (a!tici(ate e.g. *unctiona# 'ead N ; (e!onD.
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5.7.3. 5.7 .3.3. 3. T(e Fo"m Fo"m A'd It# It# Co'te' Co'te't# t# &'e guide *o! t'e (e!ation N ac'ie%ement !ating i a *o##o.
uttanding Conitent#y eceed t'e !e>ui!ement o* )ob.
em(#a!y (e!ation - Fa! eceed t'e !e>ui!ement o* )ob. !ot' (otentia# un#imited.
Ge!y good: - ;and#e aignment it' t'o!oug'ne and (e!*ection, e**ecti%e dic'a!ge o* !e(onibi !e(onibi#iti #itie e to t'e ati*action ati*action o* u(e!io! u(e!io! com(#ete aignment aignment in time. =it' =it' a #itt#e mo!e initiati%e cou#d 'a%e (e!*o!med bette!.
ood: - ut meet t'e no!ma# !e>ui!ement o* t'e )ob, need ubtantia# im(!o%ement in a## a!ea o* o!+ to meet !e>ui!ement o* com(#ete em(#oyee.
ot B( to t'e (ectation - ot #i+e#y to meet t'e !e>ui!ement o* com(#ete em(#oyee.
Section 1 : Eua!te!#y Se#* a((!aia# *o!m:
!/ Ge'e Ge'e"!% "!% 'ote# 'ote# o' *o!%# *o!%# t!"*e t!"*ett #etti'* #etti'* ey !e(onibi#ity a!ea !e#ate to t'e +ey !eu#t a!ea on going and in'e!ent in t'e ac'ie%ement and (e!ation again eac' one. &a!get and ac'ie%ement a!e a#o to be *i##ed a*te! dicuing it' t'e manage!. &a!get !e#ated to t'e (!io!ity acti%ate no!ma##y a!e it'in t'e +ey !e(onibi#ity a!ea. &a!get mut be ag!eed beteen t'e manage! and t'e ubo!dinate. ac' ta!get 'ou#d be (eci*ied in uc' a ay t'at it i## be c#ea! 'en it i met and mut inc#ude t'e time *!ame in 'ic' it e#ement to enu!e conitence a umma! um ma!ie ied d in t'e ac!ony ac!onym m S& S& S-(e S-(eci* ci*ic, ic, -mea -meau!a u!ab#e b#e,, -ac' -ac'ie%a ie%ab#e b#e,, !e#e%ant, &-time! !e#atedD. #t'oug' it i antici(ated t'e (e!ation againt t'e ta!get i##
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be aeed >ua!te!#y, it i !e(onibi#itie a!e !e%ieed at a((!o(!iate in t!a%e# e%e!y >ua!te!#y. &'e manage! 'ou#d enu!e t'at at a## time t'e ubo!dinate 'a a c#ea!#y de*ined et o* ag!eed &a!get. &a!get.
T!"*et &o" t(e $e"iod u'de" "e+ie4 "n ection 1 N aignment *o! t'e (e!iod unde! !e%ie 'ou#d be tated. "n ome cae
it i## be necea!y *o! t'e ob)ecti%e to be am(#i*ied on a e(a!ate 'eet and t'i document 'ou#d be !e*e!enced on t'e *o!m..
b/ A0(ie+eme A0(ie+eme't 't !*!i'#t !*!i'#t T! T!"*et =e!e t'e ta!get N e(ectation *o! t'e (e!iod unde! !e%ie ac'ie%edR Comment and !eaon *o! t'e ucce o! *ai#u!e 'ou#d be gi%en at t'e end o* t'e !e%ie >ua!te! (e!iod.
0/ T!"*et T!"*et &o" t(e 'et 'et )u!"te" )u!"te" t t'e beginning o* t'e >ua!te! t'e ta!get 'ou#d be decided in Section 1. &'e aim i to ac'ie%e utainab#e im(!o%ement in t'e ubo!dinate< (e!ation. nte! t'e date by 'ic' t'e ta!get 'ou#d be ac'ie%ed.
d/ O+e"!%% O+e"!%% 8ie 8ie O& O$e"! O$e"!tio' tio' &'i i t'e ((!aieeNmanage!< %ie o* t'e o%e!a## (e!ation. ement ement mut be made on t'e o%e!a## !ating #ited abo%e and in te!m o* t'e t!end in (e!ation. ( e!ation.
Section 2 : nnua# ((!aia# ((!aia# Fo!m
&o t'e *i##ed *i##ed u( by t'e a((!aiee at t'e end o* t'e annua# !e%ie yea!.
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Section 3 : $otentia# nd Eua#itati%e ement ement
&'e ob)ecti%e i to (!o%ide an o((o!tunity to t'e em(#oyee and t'e manage! to dicu t'e t!engt' t'at t'e indi%idua# b!ing to t'e )ob and eamine t'e #imitation, 'ic' may !e>ui!e attention. &'e aim i to im(!o%e (e!ation and de%e#o(ment o* t'e indi%idua#.
Section 4 : %e!a## (e!ation N $otentia# ement ement S(ace *o! ot'e! comment by t'e manage! i* !e>ui!ed *o! any iue it' !ega!d to cont!aint to e**ecti%e (e!ation and N o! u((o!ting action to ac'ie%e ta!getD.
!/ R!ti'*# R!ti'*# Fi'!% Fi'!% Re0omm Re0omme'd! e'd!tio' tio' ating 'a to be gi%en by t'e egiona# anage! N ene!a# anage! N Functiona# ;ead a*te! a t'!oug' a((!aia# o* t'e (e!ation o* t'e em(#oyee and in acco!dance it' t'e (a!amete! gi%en. ention i* any an y (!omotion N a#a!y dic!e(ancy N !ea!d N mo%ement i !ecommended.
b/ Si*'!tu"e
&'ee manag &' manage! e! and em(#o em(#oye yee e 'ou# 'ou#d d ign ign t'e t'e *o!m *o!m at t'e t'e end o* t'e t'e dic dicu ui ion on ac+no#edging t'at t'e ob)ecti%e o* t'e a((!aia# 'a%e been ac'ie%ed and em('aiing a )oint commitment to im(#ement and action ag!eed u(on. Signatu!e a!e to con*i!m t'at t'e *o!m 'a been !ead and t'e +ey (oint 'a%e been noted.
Section- 5 : ement Fo! Ae%e#o(ment nd !ot'
&!aining *o! im(!o%ement and ca!ee! de%e#o(ment t'e t!aining (#an *o! t'e em(#oyee *o! t'e coming yea! 'ou#d be dicued.
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&'e t!aining identi*ication *o!m 'a to be *i##ed and !etu!ned to t'e ; de(a!tment. "n t'e mont' o* t'e (!i# *o! t'e (!e(a!ation o* t'e t!aining ca#enda! *o! t'e *o!t' co ming yea!.
&'e manage! 'ou#d !etu!n t'e com(#ete *ie#d *o!m it'in ten day 'ence *!om t'e com(#etion o* t'e nnua# e%ie (e!iod to t'e ;A Ae(t. in o!de! to attain conitency o* t'e a((!aia# tanda!d and !e#e%ant *o##o u( action.
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6. RES RESEAR EARCH CH MET METHO HODOL DOLOG OGY Y
&'i &'i (!o)ec (!o)ectt !e>ui! !e>ui!e e a detai# detai#ed ed und unde! e!tan tandin ding g o* t'e conce(t conce(t (e!a (e!atio tion n anagement. &'e!e*o!e, *i!t#y e need to 'a%e a c#ea! idea o* 'at i (e!ation anagement, 'o it i managed in ;CL "n*o ytem, 'at a!e t'e di**e!ent ay in 'ic' t'e *inancing o* (e!ation i done in t'e com(any.
&'e managem management ent o* (e!at (e!ation ion anage anagemen mentt in%o#% in%o#%e e managi managing ng in%ent in%ento!i o!ie, e, account !ecei%ab#e and (ayab#e and ca'. &'e!e*o!e one a#o need to 'a%e a oun ound d +no +no#e #edg dgee abou aboutt ca' ca' mana manage geme ment nt,, in%e in%ent nto! o!y y mana manage geme ment nt and and !ecei%ab#e management.
&'en come t'e *inancing o* (e!ation anagement !e>ui!ement, i.e. 'o t'e (e!ation anagement i *inanced, 'at a!e t'e %a!iou ou!ce t'!oug' 'ic' it i done. nd, in t'e end, uggetio uggetion n and !ecommendation !ecommendation on ay *o! bette! management and cont!o# o* (e!ation a!e (!o%ided.
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Introduction &'e ay you a((!oac' you! >uetion i## 'a%e a (!o*ound e**ect u(on t'e ay you cont!uct you! die!tation, o t'i ection dicue t'e ty(e o* !eea!c' you mig't unde!ta+e *o! you! die!tation. &'e ue o* #ite!atu!e and cae tudie tudie i conide!ed and t'e me!it o* (!ima!y !eea!c' a!e debated and ad%ice i gi%en on t'e ue o* eiting !ee !e ea! a!c' c' dat data. a. Xou may not be *o *ond nd o* t tat ati iti tic c,, bu butt t' t'ee (o (ote tent ntia ia## !e !e#e #e%an %ance ce o* a >uantitati%e a((!oac' 'ou#d be conide!ed and imi#a!#y, t'e idea o* >ua#itati%e ana#yi and conducting you! on !eea!c' may yie#d %a#uab#e data. &'e (oibi#itie o* uing >uantitati%e and >ua#itati%e data a!e a#o dicued.
>(!t !$$"o!0( #(ou%d I t!1e )u!%it!ti+e o" )u!'tit!ti+e?
Xou! a((!oac', !eea!c' deign, and !eea!c' >uetion a!e a## connected. @((!oac'@ mean omet'ing mo!e t'an t'e ty(e o* data you ue it !e*e! to you! o%e!a## o!ientation to !eea!c' and t'e ty(e o* c#aim you i## ma+e *o! you! tudy. Aie!tation can be baed on eit'e! >uantitati%e o! >ua#itati%e data, o! on a combination o* bot'. ;o you c'ooe t'i may de(end on you! (!e*e!ence and abi#itie, and t'e uitabi#ity o* (a!ticu#a! a((!oac'e to you! to(ic. Xou need to be ab#e to )uti*y 'y you 'a%e c'oen to ue uc' data. Euantitati%e data i (a!ticu#a!#y ue*u# 'en you i' to dico%e! 'o common (a!ticu#a! *o!m o* be'a%iou! uc' a i##ega# d!ug ue a!e *o! a (a!ticu#a! age g!ou(. Eua#itati%e data i (a!ticu#a!#y ue*u# 'en you i' to *ind out 'y (eo(#e engage in uc'
be'a%iou!.
&'in+ about t'e eea!c' et'od modu#e you 'a%e ta+en o *a!. &'in+ about t'e di**e!ent +ind o* tudie you 'a%e !ead *o! ot'e! modu#e. &'e!e i (#enty o* co(e to ue t'e a((!oac'e and met'od t'at you a!e mot com*o!tab#e it'. Xou need to u#ti&, you! a((!oac' and met'od and to cite a((!o(!iate #ite!atu!e to 'e#( you do t'i. What i$ I ant to $ind out aout social trends* or the &easurale e$$ects o$ #articular #olicies+
Xou Xo u i## (!obab#y ant to ue #a!ge dataet and unde!ta+e >uantitati%e data ana#yi, and you i## be ado(ting a !ea#it a((!oac' to t'e to(ic tudied. Euantitati%e die!tation a!e
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#i+e#y to be nea!e! to t'e #oe! end o* t'e !ange o* a((!o%ed #engt' *o! t'e die!tation e.g. i* t'e #engt' i to be 5,000-8,000 o!d, die!tation baed on >uantitati%e ana#yi a!e #i+e#y to be c#oe! to 5,000 o!d in #engt'D. &'ey i## a#o inc#ude tab#e and *igu!e gi%ing you! im(o!tant *inding. emembe! t'at a## tab#e mut be ca!e*u##y tit#ed and #abe##ed and t'at ou!ce o* you! data mut be ac+no#edged. What i$ I ant to record #eo#le,s vies on an issue* and 'ive the& a ,voice,+
Xou i## (!obab#y ant to ue in-de(t' >ua#itati%e data, and you may i' to ado(t a !ea#it !ea# it,, a ('e ('enom nomeno# eno#ogi ogit, t, o! a con cont! t!ucti uctioni onit t a(( a((!oa !oac' c' to t'e to( to(ic. ic. Eua Eua#it #itati ati%e %e die! di e!tat tation ion i# i### inc inc#ud #udee de dec!i c!i(ti (ti%e %e mat mate!i e!ia#, a#, uu uua##y a##y et et!ac !act t *!o *!om m int inte!% e!%ie ie, , con%e!ation, document o! *ie#d note, and a!e t'e!e*o!e #i+e#y to be nea!e! to t'e u((e! #imi #i mitt o* yo you! u! o o!d !d !a !ang ngee e e.g .g.. 8,0 8,000 00 o! o!d dD. D. &' &'ee ty ty(e (e o* me met' t'od od u uit itab# ab#ee *o *o!! a die!tation cou#d inc#ude content ana#yi, a ma## ca#e et'nog!a('ic tudy, ma## ca#e in-de(t' >ua#itati%e inte!%ieing. Whether you choose -ualitative or -uantitative analysis ill de#end on several thin's. •
Xou!
(!e* (! e*e! e!!e !ed d
('i# (' i#o oo( o('i 'ica ca##
a((! a( (!oa oac' c'
!ea ! ea#i #it t,,
('en (' enom omen eno# o#og ogi itt
o!
cont!uctionitD. •
Xou! Xo u! +i## and abi#itie it' met'od o* data co##ection i* neededD and ana#yi.
•
&'e to(ic o! iue you a!e inte!eted in.
•
;o you *!ame you! !eea!c' >uetion.
/an I co&ine -ualitative and -uantitative ðods+
&'e!e a!e many ay in 'ic' >ua#itati%e and >uantitati%e data and ana#yi can be combined. ;e!e a!e to eam(#e. •
Xou may be inte!eted in doing an ana#yi t'at i (!ima!i#y >uantitati%e, #oo+ing at ocia# t!end, o! (o#icy im(#ication. ;oe%e! you a#o ant to int!oduce a @'uman touc'@ by conducting one o! e%e!a# inte!%ie a+ing 'at t'ee t!end mean to (eo(#e o! 'o (a!ticu#a! indi%idua# e(e!ience e%ent. *te! doing you! 91
>uantitati%e ana#yi, you 'ou#d inc#ude a c'a(te! o! ection on t'e >ua#itati%e data you 'a%e co##ected. "n you! dicuion o* *inding you can ue t'e >ua#itati%e data to 'e#( you unde!tand t'e (atte!n in t'e >uantitati%e ana#yi. •
Xou may be inte!eted in doing an e%a#uati%e cae tudy o* a (!oce o! (o#icy. Xou i## 'a%e a (a!ticu#a! *ocu a @cae@ t'at you a!e #oo+ing at. Xou i## t!iangu#ate met'od i.e. co##ect data in e%e!a# di**e!ent ay, and ome o* t'ee data may be >uantitati%e. >uan titati%e. Xou Xou i## ana#ye eac' ty(e o* data and dec!ibe t'i, and t'en !ite a dicuion t'at 'o 'o eac' (iece o* ana#yi cont!ibute to t'e o%e!a## (ictu!e o* 'at i going on.
Xou! u(e!%io! o! !eea!c' met'od tuto! may be ab#e to gi%e you detai#ed eam(#e o* t'ee o! ot'e! ay to combine met'od.
C!' m, di##e"t!tio' be e'ti"e%, %ite"!tu"eb!#ed?
Xe. "* you decide to do a (!ima!i#y t'eo!etica# die!tation, it i a#mot ce!tain t'at you! die!tation i## be enti!e#y #ite!atu!e-baed. &'i i #i+e#y to be t'e met'odo#ogy o* t'eo!etica# t'eo!et ica# ana#yi: e#ection e#ection and dicu dicuion ion o* t'eo!e t'eo!etica# tica# mate!ia# and dec!i dec!i(ti%e (ti%e mate!ia#, in contet, and detai#ed com(a!ion o* t'eo!ie in te!m o* t'ei! a((#icabi#ity. Xou mig't a+ 'o ue*u# ce!tain conce(t o! t'eo!ie a!e *o! unde!tanding (a!ticu#a! (atte!n o* be'a%iou!. ;o ue*u# i t'e conce(t o* intitutiona# !acimR " ob)ecti%ity in t'ee me t' medi diaa (o (oi ib#e b#eRR ;o ;o u ue* e*u# u# i u ubc bcu# u#tu tu!a !a## t' t'eo! eo!y y *o *o!! un unde! de!t tan andi ding ng %i %i!t !tua# ua# communitieR ;e!e, t'e *ocu o* attention i not o muc' to dico%e! omet'ing about t'e ocia# o!#d, *o! eam(#e %i!tua# communitie, a to !eac' a )udgement about t'e %a#ue o* +ey conce(t o! t'eo!ie in unde!tanding t'at o!#d. ;o t'e tudy i a((!oac'ed and 'o 'o co cont nt!a !at tin ing g a( a((! (!oa oac' c'e e a! a!ee d! d!a an n u( u(on on ne need ed to be t tat ated ed %e %e!y !y c# c#ea ea!# !#y y. #ib!a!y-baed o! t'eo!etica# tudy i not necea!i#y @eaie!@ t'an an em(i!ica# tudy, indeed, it may e## be 'a!de!. emembe! t'at t'eo!etica# tudie, #i+e data-baed tudie, need
to
'a%e
t'ei!
!eea!c'
deign
(e##ed
ou t
*!om
t'e
ta!t.
?ut e%en i* you! die!tation i mo!e em(i!ica##y *ocued, it cou#d ti## be enti!e#y
92
#ite!atu!e-baed. Xou mig't c'ooe to conduct a !e%ie o* a *ie#d o* o!+. ='at doe t'e !eea!c' #ite!atu!e in t'i *ie#d te## u about R ='i#e a## die!tation i## inc#ude a #ite!atu!e !e%ie, it i (oib#e to (!oduce a die!tation t'at i enti!e#y baed on a !e%ie o* t'e #ite!atu!e. "* you do t'i, it i im(o!tant to !e%ie t'e #ite!atu!e *!om an e(#icit ang#e and identi*y ome t'eme to ma+e t'e !e%ie ditincti%e. Xou mig't, *o! eam(#e, e(#o!e em(i!ica# debate in you! c'oen *ie#d ac!o di**e!ent count!ie o! time (e!iod. >(!t i# 0!#e #tud, "e#e!"0(?
='i#t it i (oib#e *o! die!tation to be enti!e#y #ite!atu!e-baed, t'e mot common *o!m o* die!tation ta+e t'e *o!m o* a cae tudy. ;e!e t'e *ocu o* attention i on a (a!ticu#a! community, o!ganiation o! et o* document. &'e att!action o* t'i +ind o* die!tation i t'at it tem *!om em(i!ica# cu!ioity but i at t'e ame time (!actica#. Xou may be inte!eted in a ide! >uetion but a cae tudy enab#e you to *ocu on a (eci*ic eam(#e.. ma)o! c'a##enge in cae tudy di eam(#e die!tat e!tation ion i connect connecting ing you! on (!ima!y !eea!c' o! !e-ana#yi it' t'e b!oade! t'eo!etica# t'eme and em(i!ica# conce!n o* t'e eiting #ite!atu!e. >(!t# !' em$i"i0!% #tud,?
ot die!tation demand eit'e! (!ima!y o! econda!y !eea!c'. "n ot'e! o!d, you uua##y 'a%e to ana#ye data t'at you 'a%e eit'e! co##ected you!e#* o! data t'at i a#!eady a%ai#ab#e. a%ai#a b#e. &'e !eao !eaon n *o! t'i i t'at t'e >ueti >uetion on die!tation die!tation uua##y add!e add!e ta+e t'e *o##oing *o!m: " 'a((eningR " c'angingR ='y i 'a((eningR ='y i c'angingR &'ee
>uetion
demand
(!ima!y
o!
econda!y
ana#yi
o*
data.
C!#e Stud, < T(i'1 (!"d be&o"e ,ou de0ide to u'de"t!1e em$i"i0!% "e#e!"0(4 ! #tude't# +ie >(!t i# #e0o'd!", !'!%,#i#?
Seconda!y ana#yi i 'en you ana#ye data 'ic' a co##ected by anot'e! !eea!c'e!. "t a##o t'e !eea!c'e! to e(#o!e a!ea o* inte!et it'out 'a%ing to go t'!oug' t'e (!oce o* co##ecting data t'eme#%e in t'e *ie#d. &'e (!ob#em it' uing *ie#do!+ met'od in an unde!g!aduate die!tation, d ie!tation, 'oe%e!, i t'at t'ey a!e cot#y in te!m o* time
93
'ic' i !e#ati%e#y ca!ce in you! *ina# yea!PD and (oib#y you! on *inancia# !eou!ce too. Xou Xou may c'ooe, t'e!e*o!e, to unde!ta+e econda!y !eea!c', ana#ying eiting data. >(e"e do I &i'd ei#ti'* "e#e!"0( d!t!?
&'e!e a!e a !ange o* document t'at a#!eady contain !eea!c' data t'at you can ana#ye. Xou Xo u may, *o! eam(#e, be inte!eted in e(#o!ing 'et'e! gende! g ende! te!eoty(e in t'e media a!e c'anging. &'i mig't entai# content ana#yi o* ne(a(e!, magaine, %ideo o! ot'e! media o%e! di**e!ent time (e!iod. ;e!e you ou#d not be co##ecting you! on data but intead ou#d be ana#ying eiting document.
Co%%e0ti'* ,ou o' d!t! $"im!", "e#e!"0(
Euan Eu anti tita tati ti%e %e da data ta ma may y a# a#o o !e !eu u#t #t *! *!om om no nonn-(a (a!t !tic ici( i(an antt ob obe e!% !%at atio ion n o! ot ot'e 'e! ! meau!ement e.g. in an e(e!imenta# deignD. #o, ometime data t'at a!e co##ected t'!oug' t'! oug' >ua# >ua#it itati ati%e %e (!o (!oce cee e (a (a!ti !tici(a ci(ant nt ob obe!% e!%ati ation, on, int inte!% e!%ie ieD D a!e code coded d and >uanti*ied. Xou! !eea!c' met'od tuto! can gi%e you *u!t'e! in*o!mation on t'ee ty(e o* dat data, a, but 'e!e a!e om omee com common mon >uan >uantit titati ati%e %e dat dataa co# co##ec #ectio tion n met met'od 'od and t'e t'ei! i! de*inition:
e!ie o* >uetion t'at t'e !e(ondent ane! on t'ei! on. Se#*com(#etion >uetionnai!e a!e good *o! co##ecting data on !e#ati%e#y Se#*-com(#etion >uetionnai!e
im( i m(#e #e to to(i (ic c,, an and d *o *o!! ga gain inin ing g a gen gene! e!a# a# o% o%e! e!%i %ie e o* an i iu ue. e. Euetionnai!e need to 'a%e c#ea! >uetion, an eay to *o##o deign, and not be too #ong.
St!uctu!ed
Simi#a! to a e#*-com(#etion >uetionnai!e, ece(t t'at t'e >uetion
inte!%ie
t'at a!e a+ed by an inte!%iee! to t'e inte!%ieee. &'e ame >uetion
94
a!e !ead out in t'e ame ay to a## !e(ondent. &'e!e i## ty(ica##y be a *ied c'oice o* ane! *o! t'e !e(ondent. =atc'ing (eo(#e and !eco!ding ytematica##y t'ei! be'a%iou!. $!io! to St!uctu!ed
t'e ob obe!% e!%ati ation, on, an ob obe!% e!%ati ation on c' c'edu# edu#ee i# i### be (!o (!oduc duced ed 'i 'ic' c'
obe!%ation
detai# 'at eact#y t'e !eea!c'e! 'ou#d #oo+ *o! and 'o t'oe obe!%ation 'ou#d be !eco!ded.
"* you a!e conducting a )u!%it!t )u!%it!ti+e i+e !'!%,#i# you a!e #i+e#y to i' to ue at #eat ome o!igina o!i gina## mat mate!i e!ia#. a#. &'i &'i may be co# co##ec #ected ted t'! t'!oug oug' ' inin-de(t de(t' ' int inte!%i e!%ie e,, (a! (a!tic tici(a i(ant nt obe!%ation !eco!ding and *ie#dnote, non-(a!tici(ant obe!%ation, o! ome combination o* t'ee. ?e#o a!e ome data co##ection met'od t'at you mig't ant to ue *o! you! die!tation:
ay o* a+ing >uetion 'ic' a##o t'e inte!%ieee to 'a%e mo!e cont!o# o* t'e inte!%ie. &'e inte!%ie cou#d be emi-t!uctu!ed, 'ic' ue an inte!%ie c'edu#e to +ee( ome cont!o# o* t'e inte!%ie, but a#o a##o *o! ome *#eibi#ity in te!m o* t'e inte!%ieee< !e(one. &'e "n-de(t' inte!%ie
int nte! e!%i %ie e co cou# u#d d be un unt!u !uct ctu! u!ed ed,, 'e 'e!e !e t'e ai aim m i to e e(# (#o! o!ee t'e inte!% int e!%ie ieee< ee< *ee *ee#in #ing g abou aboutt t'e i iue ue bei being ng e(# e(#o!e o!ed d and t'e ty ty#e #e o* >uetioning i %e!y in*o!ma#. ! t'e inte!%ie cou#d be a #i*e 'ito!y 'e!e t'e inte!%iee! t!ie to *ind out about t'e 'o#e #i*e, o! a (o!tion o* t'e (e!on< #i*e.
Focu g!ou( *o!m o* inte! inte!%iein %ieing g 'e!e t'e!e a!e e%e! e%e!a# a# (a!tici(antH (a!tici(antH t'e!e i an em('ai in t'e >uetioning on a tig't#y de*ined to(icH t'e accent i on
95
inte!action it'in t'e g!ou( and t'e )oint cont!uction o* meaning. &'e mode!ato! t!ie to (!o%ide a !e#ati%e#y *!ee !ein to t'e dicuion. &'i &' i in in%o# %o#%e %e t tudy udying ing (eo (eo(# (#ee in na natu tu!a !a## ##y y occ occu! u!!i !ing ng e ett ttin ing g.. &' &'ee $a!tici(ant
!ee !e ea! a!c' c'e! e! (a (a!t !tic ici( i(at ate e di di!ec !ect# t#y y in t' t'ee e ett ttin ing g an and d co co## ##ec ect t da data ta in a
obe!%ation
yt y tem emat atic ic ma manne nne!!. &' &'ee !e !ee ea! a!c' c'e! e! i i## ## ob obe e!% !%ee be' be'a% a%io io!, !, #i #it ten en to con%e!ation, and a+ >uetion.
S(end ome time #oo+ing at gene!a# boo+ about !eea!c' - t'ey i## gi%e you an o%e!%ie o* t'e data co##ection met'od a%ai#ab#e and 'e#( you to ma+e t'e bet c'oice * o!
yo u !
(!o)ect.
?!yman
2004D
ou#d
be
a
ue*u#
ta!ting
(oint.
Fo! any (i (iece ece o* !e !ee ea! a!c' c' yo you u co cond nduct uct,, be it em em(i (i!i !ica# ca##y #y ba baed ed > >uan uanti tita tati ti%e %e o! >ua#itati%eD o! #ib!a!y baed, it met'od mut be )uti*ied. Xou need to 'o in t'e *ina# die!tation 'o you 'a%e gi%en conide!ation to di**e!ent met'od, and 'y you 'a%e c'oen and e#iminated t'ee.
96
STUDENT 8OICE4 Fi'di'*# &"om ou" "e#e!"0(
"n ou! tudy, u(e!%io! a (a!t o* t'ei! !o#e a omeone 'o d!a out tudent< !eaon *o! c'ooing a (a!ticu#a! !eea!c' a((!oac'. *ten in ea!#y u(e!%iion meeting t'ey a+ tudent to )uti*y t'ei! !eaon *o! c'ooing a #ib!a!y-baed o! an em(i!ica# tudy. &odd, &odd, Smit' and ?annite! 2006, (167D.
Xou! u(e!%io! i## ant you to o**e! con%incing !eaon a to 'y you<%e c'oen t'e a((!oac' you 'a%e - o be !eadyP "* you
"t@ been a %a#uab#e e(e!ience *o! me it@ o di**e!ent *!om ot'e! tu**. =it' ot'e! eay you can !u' t'em i* you 'a%e to ... but b ut t'i i o muc' o!+, you can@t !u' it. "t demand mo!e. &odd, ?annite! and C#egg, 2004, (340D ].y !eaon *o! data co##ection i #ite!atu!e baed a my !eea!c' >uetion in%o#%ed eniti%e ub)ect 'ic' ou#d 'a%e been unuitab#e *o! (!ima!y data co##ection. Le%e# 6 tudent at S'e**ie#d ;a##am Bni%e!ityD " c'oe (!ima!y data becaue it ou#d enab#e me to bui#d +i## +i## t'at ou#d be ue*u# *o! (otg!aduate tudy. Le%e# Le%e# 6 tudent at S'e**ie#d ;a##am Bni%e!ityD Bni%e!ityD "t i# i### in% in%o#%e o#%e (!i (!ima!y ma!y dat data, a, ec econda onda!y !y dat data, a, >uan >uantit titati ati%e %e and >ua# >ua#it itati ati%e %e !e !eea! ea!c' c' met'od, #it !e%ie, t'eo!y and (o#icy tudie and an e(#o!ation o* a#te!nati%e. y die!tation i to be baed a!ound t'e e(e!ience o* @(o%e!ty@, a (o%e!ty i t'e e(e!ience. &'eo!ie and (o#icie a!e not. ;oe%e!, to do )utice to t'e ub)ect, t'eo!ie and (o#icie i## be inc#uded o "am ab#e to demont!ate 'e!e *ai#u!e in t'e ytem may eit. Le%e# 6 tudent at S'e**ie#d ;a##am Bni%e!ityD
97
eea! ea!c' c' mu mutt be con conduct ducted ed in a en eni ib#e b#e and et' et'ica ica## man manne! ne!HH dat dataa mu mutt be &ote' e ana#yed ana#y ed and (!eented in a !ati !ationa# ona# manne!. "t i im(o! im(o!tant tant t'at tudent do not e(oe t'eme#%e o! ot'e! to dange! o! !i+ 'en conducting !eea!c'. Student need t'e a((!o%a# o* t'ei! die!tation u(e!%io! be*o!e emba!+ing on any ty(e o* *ie#do!+ ee t'e ection on eea!c' t'ic *o! mo!e in*o!mationD. >i%% m, "e#e!"0( be i'du0ti+e o" dedu0ti+e?
"n gene gene!a# !a#,, dedu deducti cti%e %e !e !eea! ea!c' c' i t'e t'eo!y o!y-te -tet ting ing and ind induct ucti%e i%e !e !eea! ea!c' c' i t'e t'eo!y o!y-gene!at gene !ating ing.. *t *ten en (eo (eo(#e (#e #in #in+ + dedu deducti cti%e %e !e !eea! ea!c' c' it it' ' >uan >uantit titati ati%e %e e(e e(e!im !iment ent o! u!%ey, and inducti%e !eea!c' it' >ua#itati%e inte!%ie o! et'nog!a('ic o!+. &'ee #in+ a!e not 'a!d and *at *o! intance, e(e!imenta# !eea!c', deigned to tet a (a!ticu#a! t'eo!y t'!oug' de%e#o(ing a 'y(ot'ei and c!eating an e(e!imenta# deign, may ue >uantitati%e o! >ua#itati%e data o! a combination. "* you! !eea!c' ta!t it' a t'eo!y and i d!i%en by 'y(ot'ee t'at you a!e teting e.g. t'at ocia# c#a bac+g!ound and ocia# de(!i%ation o! (!i%i#ege a!e #i+e#y to a**ect educationa# attainmentD, it i, b!oad#y (ea+ing, deducti%e. ;oe%e! muc' !eea!c' combine deducti%e and inducti%e e#ement. >(!t# !%% t(i# !bout "e#e!"0( de#i*'?
eea!c' deign i %ita# to conducting a good (iece o* o!+. t t'e ta!t o* you! !eea!c' you need to et don c#ea!#y: •
Xou! Xo u! !eea!c' *ocu and "e#e!"0( )ue#tio' .
•
;o you (!o(oe to eamine t'e to(ic:
•
o
a((!oac'
o
met'od o* d!t! 0o%%e0tio'
o
met'od o* d!t! !'!%,#i#
&'e ty(e and ou!ce o* in*o!mation you need.
98
•
;o you i# i### acc acce e t'e t'ee e ou ou!ce !ce o* in* in*o!m o!mati ation on be t'ey (eo( (eo(#e, #e, ei eiti ting ng dataet, biog!a('ica# account, media a!tic#e o! ebite, o**icia# !eco!dD.
•
&'e (!o(oed outcome o* t'i !eea!c' in you! cae, a die!tationD and t'e *o!m it i## ta+e.
•
time-*!ame *o! a## t'i.
Xou and you! u(e!%io! i## dicu you! deign and decide 'et'e! t'e !eea!c' i @doab#e@. Xou! uni%e!ity may !e>ui!e you to (!oduce a !e(o!t e.g. an @inte!im *!ameo!+ !e(o!t@ o! a 'o!t @!eea!c' (!o(oa#@D t'at (eci*ie you! !eea!c' deign. t'e! (eo(#e may 'a%e to #oo+ at t'e deign to ace!tain 'et'e! t'e!e a!e et'ica# iue t'at a**ect you! !eea!c'. Summ!", •
;u!'tit!ti+e o" )u!%it!ti+e? )u!'tit!ti+e a((!oac' i## mean you i## need
ubtantia# dataet, a e## a t'e inc#uion o* tab#e and tatitic in you! *ina# ubmiion. &'i in*o!mation cou#d come *!om a %a!iety o* ou!ce - !emembe! to ac+no# ac+ no#edg edgee t'em t'emPP )u!%it!ti+e a(( a((!oa !oac' c' i# i### (!o (!obab# bab#y y mea mean n cond conduct ucting ing inte!% int e!%ie ie o! *oc *ocu u g!o g!ou( u( o! ob obe!% e!%ing ing be' be'a%i a%iou! ou!.. + + you you!e !e#* #* i* you a!e (!e(a!ed to do t'i, and t'in+ about t'e bet ay o* getting t'e ane! you ant *!om (eo(#e. =i## you to( (eo(#e in t'e t!eetR =i## you conduct te#e('one inte!%ieR =i## you end out u!%ey *o!m and 'o(e t'at (eo(#e !etu!n t'emR =i## you you be a (a!tici(ant o! non (a!tici(ant obe!%e!R •
Dedu0ti+e Dedu0ti +e o" i'du0ti+e? Dedu0ti+e !eea!c' i t'eo!y-teting, 'ic' i o*ten
#in+ed to dataet, u!%ey o! >uantitati%e ana#yi. I'du0ti+e !eea!c' i t'eo!ygene!ating, and i o*ten #in+ed to >ua#itati%e inte!%ie. •
Em$i"i0!% o" t(eo"eti0!%? n em$i"i0!% tudy cou#d in%o#%e c#oe ana#yi o*
tatitic o! ome *o!m o* >ua#itati%e !eea!c'. ;oe%e!, a t(eo"eti0!% tudy b!ing
99
it on c'a##enge, and you may be ca##ed u(on to com(a!e t'eo!ie in te!m o* t'ei! a((#icabi#ity. •
nce you 'a%e decided u(on you! a((!oac', you can !ite out a !eea!c' deign, i.e. 'o you a!e going to a((!oac' t'e (!o)ect.
•
o #oo+ a #itt#e at t'e !eea!c' met'od t'at you 'a%e tudied. (a!t *!om matc'ing you! !eea!c' to you! gene!a# ene o* ob)ecti%eNub)ecti%e !ea#ity, it i im(o!tant to enu!e t'at you matc' you! met'odo#ogy to t'e (!ob#em you a!e (u!uing.
•
='at +ind o* data do you need to ane! you! >uetionNtet you! 'y(ot'eiR ;o ou#d you bet be ab#e to co##ect t'at dataR
•
gain, conide! time and *eaibi#ity o* t'e ee!cie. &'e abi#ity to manage you! time i## be di!ect#y !e#ated to you! abi#ity to cont!o# t'e bounda!ie o* t'e tudy e(ecia##y i* it i c#oe#y #in+ed to you! o!+(#ace.
•
o t'at you 'a%e got o *a!, t!y to !ite u( you! !eea!c' (!o(oa# a *a! a you can. a+e u!e t'at you identi*y 'e!e you! (!o(oa# need *u!t'e! o!+ and, at t'e ame time, 'e!e you i## 'a%e to (ut you! maimum e**o!t. "t may be 'e#(*u# to d!a a c!itica# (at' o t'at you a!e c#ea! 'ic' action you need to ta+e and in 'at e>uence. Xou Xou i## *ind it 'e#(*u# ' e#(*u# to (#ot you! !eea!c' >uetion on t'e c'a!t on t'e net (age and enu!e t'at you! (#an *o! co##ecting data !ea##y ane! t'e >uetion a e## a a%oiding et'ica# (!ob#em.
•
t t'i tage you mut be !ea##y !ut'#e it' you!e#*. ;o %iab#e i itR ='at a!e t'e t'!eat to t'e tudyR &!y ome @'at i*R@ >uetion on you!e#*. "t i## be bette! to go bac+ to t'e d!aing boa!d no, t'an once t'e (!o)ect i unde!ay.
•
IMPORTANT: ='ate%e! a((!oac' you ett#e on, you MUST be ab#e to )uti*y
it a((!o(!iatene to you! to(ic and >uetion.
100
e, ;ue#tio'# •
Aoe t'e data !e>ui!ed to ane! you! >uetion a#!eady eit o! i## you 'a%e to gene!ate you! on dataR
•
Can you combine >uantitati%e it' >ua#itati%e met'odR e.g. a u!%ey 'ic' inc#ude inte!%ie o! a cae tudy t'at #oo+ at a ituation *!om nume!ou ang#e.
•
='at *acto! may #imit t'e co(e o* you! !eea!c'R time, !eou!ce, etc.D
•
='ic' met'odD bet uit t'e >uetion and time you 'a%e a%ai#ab#e to do t'i tudyR
•
Ao you +no t'e di**e!ence beteen ty(e o* o * data, and ty(e o* ana#yiR ana #yiR
•
Aoe you! (!o)ect 'a%e c#ea! #in+ beteen t'eo!y and (!acticeR
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6.2.Re#e!"0( De#i*'
"n gene!a# te!m !eea!c' met'odo#ogy i t'e (!oce o* ca!!ying out !eea!c' in a *o!ma#ied and cienti*ic ay. "t i one manne! in 'ic' one (!oceed it' 'i !eea!c' deign ado(ted. &'e !eea!c' done i e(#o!ato!y and ana#ytica# in natu!e. &'e ma)o! em('ai in tudie a on dico%e!y o* ne idea and inig't. eea!c' i done a-
•
Fi!t#y to unde!tand t'e conce(t o* (e!ation management.
•
='at i t'e a!ea o* (e!ation managementR manage mentR
•
;o it i being im(#emented in ;CLR
•
='at i t'e aement (!oce o* (e!ation managementR
•
Aid >uetionnai!e u!%ey it' t'e am(#e ie o* 30."t a conducted *o! t'!ee main de(a!tment-Sa#e, Su((o!t and Se!%iceR
•
Aid ana#yi and (!e(a!ed Co#umn c'a!t acco!ding to t'e >uetionnai!e u!%ey !e(oneR
&'e aement i t'en done to b!ing out 'at i t'e (!oce being *o##oed in ;CL "n*oytem Ltd. !ega!ding (e!ation management.
102
6.3.D!t! Co%%e0tio' Met(od
Se0o'd!", , D!t! - "t !e*e !e*e! ! to t'e t'e data data t'at t'at 'a 'a a#!e a#!eady ady been co##e co##ect cted ed,, t'e t'e !. Se0o'd!" econda!y data, 'ic' 'a been ued to ca!!y out t'i tudy, a!e a *o##o:
( peration assessment and development plan manual) www.hcl.in # ( Company*s +nternet site " www.hcl.in
( ther relevant study materials and ,ebsites)
evi!ence,
in t'e *o!m o* a
hypothesis test,
indicate ot'e!ie [ t'at i, 'en !eea!c'e!
'a a ce!tain deg!ee o* con*idence, uua##y 95W to 99W, t'at t'e data doe not u((o!t t'e nu## 'y(ot'ei. "t i (oib#e *o! an e(e!iment to *ai# to !e)ect t'e nu## 'y(ot'ei.
- . / the null hypothesis
anage ment Sytem in ;CL "n*oytem i not e**ecti%e. A##um$tio': &'e (e!ation anagement
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6.5.A'!%,#i# o& PMS P"o0e##e# Com$o'e't#
6.5.2.
P%!''i'*
"n an e**ecti%e o!ganiation, o!+ i (#anned in ad%ance. &'i inc#ude etting (e!ation e(ectation and goa# *o! indi%idua# in o!de! to c'anne# e**o!t toa!d ac'ie%ing t'e o!ganiationa# ob)ecti%e. "n%o#%inng em(#oyee in (#anning (!oce i eentia# to t'ei! unde!tanding o* t'e goa# o* t'e o!ganiation, 'at need to be done, 'y it need to be done, and e(ectation o* accom(#i'ing t'e goa#.
&'e $S in te!m o* (#anning in ;CL *ai! a!ound a%e!age, 'e!e t'ey need to (ut (#anning ytem in a %e!y cienti*ic ay. &'ey need to deign t'e enti!e en ti!e (#anning eion ta+ing into conide!ation t'e a(i!ation and need o* t'e (eo(#e 'oe (e!ation need to be (#anned.
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6.5.3.
Mo'ito"i'*
Aeigning e**ecti%e *eedbac+ into a (e!ation management (!og!amme i## im(!o%e indi%idua# and team (e!ation and i## ma+e you! o!ganiation mo!e e**ecti%e. =it' e**ecti%e *eedbac+ (!oce, em(#oyee can ee t'ei! (!og!e and t'at moti%ate t'em to !eac' t'ei! (e!ation goa# e**ecti%e#y.
&'e $S o* ;CL tand in beteen *o! monito!ing, 'e!e t'ey need to de%e#o( a *eedbac+ c'anne# into t'e ytem, 'ic' i## ca(tu!e t'e *eedbac+ in 'o#itic ay and mut be (a!t o* o!ganiationa# cu#tu!e.
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6.5.5.
De+e%o$i'* Em Em$%o,ee# $!o%iding $!o%iding em(#oyee em(#oyee it' t!aining and de%e#o(ment de%e#o(ment o((o!tunitie o((o!tunitie encou!age t'e good (e!ation, t!engt'en )ob !e#ated +i## and com(etencie , and 'e#( em(#oyee +ee( u( it' c'ange in t'e o!+ (#ace.
&'e m(#oyee de%e#o(ment in ;CL i *ai!#y bette!, 'e!e t'e *eedbac+ *!om $S i im(#emented by t'e ay o* t!aining and de%e#o(ment. ='e!e t'e o!ganiation e>ui( (eo(#e it' t'e +i## 'ic' i## be !e>ui!ed in *utu!e.
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6.5.6.
R!ti'*
=it'in t'e contet o* *o!ma# a((!aia# (e!ation !e>ui!ement, !ating mean e%a#uating t'e em(#oyee (e!ation againt t'e e#ement and tanda!d in an em(#oyee (e!ation a((!aia# (#an and aigning a !ating o* !eco!d.
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&'e !ating o* (e!ation a((!aia# ytem in ;CL i ati*acto!y , !ating a!e mo!e ob)ecti%e *o! a#e , 'ic' 'ic' (eo(#e in e!%ice and u((o!t don
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6.5.@.
A0tio' !#ed O$e"!tio'
?aic (!inci(#e o* e**ecti%e management i t'at a## be'a%io! i cont!o##ed by it cone>uence. &'oe cone>uence 'ou#d be bot' *o!ma# and in*o!ma# and bot' (oiti%e and negati%e. $oiti%e cone>uence inc#ude !ea!d and !ecognition.(!omotion.egati%e cone>uence mean may inc#ude coune#ing, !eaigning, !emo%ing o! dong!ading.
&'e $S in ;CL *ai! in te!m o* action baed (e!ation. ;CL adminite! (oiti%e and negati%e cone>uence it' a(t.
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6.5.7.
A'!%,#i#
"* e #oo+ at t'e *o##oing g!a(', 'ic' meau!e t'e e**ecti%ene o* $S in ;CL, e *ind out t'at it i >uite e**ecti%e and a!e continua##y ac'ie%ing t'e (u!(oe o* en'anced (e!ation.
6.5.9.
E&&e0ti+e'e##
Sign o* a good ytem i t'at, it ac'ie%e 'at it 'a been deigned to ac'ie%e. &'e (!inci(#e o* eecution ac'ie%e t'e end it' bet mean and de#i%e! t'e bet !eu#t.
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&'e e**ecti%ene co!e o* ;CL i *ai!#y 'ig' 'e!e t'e em(#oyee eem to be 'a((y it' cu!!ent $S ytem .;CL need to o!+ *o! a#e, 'e!e t'ey need to deign t'e ne $S ytem.
&'e $S o* ;CL i %e!y e**ecti%e on action baed (e!ation and de%e#o(ing em(#oyee, 'ic' c#ea!#y 'o t'at a an o!ganiation ;CL i 'ig'#y (!og!ei%e o!ganiation 'ic' continua##y de%e#o( (eo(#e and (!o%ide negati%e and (oiti%e *eedbac+.
='i#e, it need to o!+ in t'e a!ea o* (#anning, monito!ing and !ating , 'e!e t'ey 'a%e to get into mo!e ytematic and 'a%e a e(a!ate eion on (#anning , mid yea! !e%ie , and need to teac' a((!aie! 'o to (!o%ide !ating ob)ecti%e#y. &'ey need to (#an and de%ie eion *o! eac' em(#oyee by ta+ing an ob)ecti%e o* getting a## t'e in ont' , 'ic' need to dicued )oint#y and mut be ag!eed beteen t'e ((!aie! and ((!aiee
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@. RE RECO COMM MMEN ENDA DAT TIO IONS NS
@.2.Re0omme'd!tio'#
1. &' &'oug oug' ' t'e t'e em(# em(#oy oyee ee a!e *!ee in a## a## !e( !e(ec ect t,, t'e! t'e!ee 'ou 'ou#d #d be mo mo!e !e m m(# (#oy oyee ee m(oe!ment.
2. m( m(#oy #oyee ee 'ou#d 'ou#d be encou!aged encou!aged to do o!+ c!eati c!eati%e#y %e#y and inno%at inno%atee to im(!o im(!o%e %e t'e g!ot' !ate o* o!ganiation.
3. ='i#e (oting (oting em(#oyee em(#oyee in di**e!ent di**e!ent de(a!tm de(a!tment ent t'ei! t'ei! (e!ona# (e!ona# c'oice c'oice 'ou#d 'ou#d a#o be ta+en into conide!ation.
4. ecuti%e ecuti%e mut mut be gi%en )ob )ob 'e!e t'ey t'ey a!e c!eati%e c!eati%e !at'e! !at'e! t'an t'an *o##oing *o##oing o!de! o!de! o* t'e bo and obeying t'em i##ing#y.
5. &'e ca!ee! ca!ee! g!ot' g!ot' o* em(#oye em(#oyee e 'ou#d 'ou#d be (#anned (#anned on t'e t'e #ong-te!m #ong-te!m bai. bai.
6. &' &'ee can candi didat date eDD not coni conide de!e !ed d *o! *o! (!om (!omot otio ion, n, 'ou 'ou#d #d be in*o in*o!m !med ed about about t'ei t'ei! ! ea+nee o t'at t'ey can o!+ on it.
7. Se(a!ate Se(a!ate eion eion on (#anning (#anning t'e 'ou#d 'ou#d be ta+en ta+en u( and mut mut be dicue dicued d and igned )oint#y beteen t'e a((!aie! and t'e a((!aiee.
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8. ;CL 'ou 'ou#d #d int!oduc int!oducee mid yea! !e%ie !e%ie into t'e yte ytem m and mut !ate !ate t'e em(#oyee em(#oyee and (!o%ide t'em it' necea!y t!aining and de%e#o(ment.
7. CO CON NCL CLUS USIO ION N
;CL "n*oytem Ltd. t'oug' eem to be an o(en o!ganiation but 'a a cone!%ati%e a((!oac' toa!d it (e!ation management (o#icie. &'e!e a!e many o!+e! (o#icie (!o%ided *o! t'em. ?eide t'i, t'ei! (o#icie a!e >uiet !igid. !igid.
&'e!e i no (!o(e! *o!mation o* g!ie%ance ce##. n#y baic amenitie a!e being (!o%ided to o!+e!. &'u t'e t!engt' and ea+nee o* t'e o!ganiation can be #ited be#o.
St!engt' •
;ig' conce!n *o! ece##ence in (e!ation.
•
Continuou de%e#o(ment o* o!+*o!ce.
•
•
o (#ace *o! di(#acing (e!onne# (oe!. t!o t!ong ng dei! dei!ee *o! *o! ma+i ma+ing ng an im(ac im(actt on ot'e! ot'e! *o! *o! t'e t'e e## e## bein being g o* t'e t'e o!ganiation.
•
good teamo!+.
•
dei!e to c'ange ad%e!e ituation.
>e!1'e##e#
•
Bnde! uti#iation o* deciion-ma+ing (oe!. (o e!.
•
igid 'ie!a!c'y #e%e#.
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9. I IL LIO IOGR GRAP APHY HY
>eb #ite#
•
www.google.com
•
www.hrmg"i!e.net
•
www.managementscience.org
•
www.lon!one#ternal.ac."$
•
www.hr.com
•
www.wi$ipe!ia.com
•
'tt(:NNen.i+i(edia.o!gNi+iN(e!ation^management
•
'tt(:NN.iomnet.o!g.u+N;omeN='ati(e!ationanagement
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