Ways of Measuring Staff Performance in Singapore Telecommunications Ltd

Chapter 1 Introduction

Introduction

          In the organisations, the organisational performance is based on the performance of individual employee as well as the whole staff members. The staff performance is the key determinant of the overall organisational performance (Verweire, Slagmulder & Dewettinck, 2012). Due to this consideration, the organisations have a key concern towards maintenance of the staff performance to a good level. In order to keep a track of the staff performance level, the management measures the staff performance on regular basis.

The measurement of the staff performance proves a supportive practice to determine whether the individual staff member is performing well or not in accordance to the organisational goals and objectives (Houldsworth & Jirasinghe, 2006). The measurement of the staff performance is done through comparing the actual performance of the staff with the expected performance targets. The staff members whose performance is below the expected performance level are considered low performed employees, while the staff members whose performance level is above the expected performance level have good performance level.

          The organisations need to have good performance of all the staff members in order to take effective utilisation of the human capital. Human capital is the most important asset of the organisations and hence maintenance of the good performance of the human capital is the most important strategic concern for the business organisations (Baron & Armstrong, 2007). In order to measure the staff performance the organisations follow different kinds of practices including some performance measure metrics and performance measurement tools and approaches.

In specific kinds of organisations specific kinds of performance measurement tools are used in order to evaluate and review the performance of the employees to a good level. The performance measurement results guide the management people in the organisations in order to provide new measures to work on the staff people whose performance is not up to the mark (Austin, 2013). The performance measure is done in different ways in product organisations and service organisations. The present research study hence is focused to examine the ways of measuring staff performance in Singapore Telecommunication Limited.  

Research Background

          Singapore Telecommunications Limited is also known as Singtel. It is multinational conglomerate of telecommunications and it is counted among the four major telecommunication companies which are operating in Singapore. In order to maintain the performance of the staff people, Singapore Telecommunications Limited provides an efficient and productive work environment (Singtel, 2020). The company follow the process of digitalisation that has fostered great improvement in the satisfaction level of the employees and hence has resulted into their increased performance.

The company uses software for employees performance appraisal and performance review. The use of digitalisation of the staff performance measurement has enabled the company to determine whether the performance of the staff has met the targets given to them. The performance review and measurement has been done through regularly scheduled performance appraisals.         

Research Questions

The main research questions that are developed for investigation in this research study are presented as under:

RQ1: What are the key ways of measuring staff performance in SINGAPORE TELECOMMUNICATIONS LTD?

RQ2: What is the contribution of the specific metrics and approaches in measuring the staff performance?

Research aim and objectives

Aim

          The key aim of the research study is to determine the ways of measuring staff performance in Singapore Telecommunication Limited. In the light of this aim, the research study is focused to examine the need of measuring staff performance in Singapore Telecommunication Limited and key ways that are applied in the company for performance measurement of the employees. The research study in the light of this aim is focused to examine the effective contribution of the ways of measuring staff performance in Singapore Telecommunication Limited. The key objectives of the research study that are developed in alignment of the aforementioned research questions and the aim are presented below:

Objectives

• To examine the need and significance of staff performance measurement in the organisations
• To determine the key ways of staff performance measurement those are applied in Singapore Telecommunications Limited
• To evaluate the contribution of the metrics and approaches of staff performance measurement that are applied in Singapore Telecommunication Limited 

Justification and Significance of Research

          The research study is mainly focused on the topic/subject of staff performance measurement. The measurement of the staff performance is a key integral area of study in the human resource management field. In the academic research studies, human resource management is a vast area of research for investigation. There are different subjects of study under human resource management and the subject of staff performance measurement is the most important area of concern in the research field. Under this research subject, the research study tends to inquiry the particular ways of staff performance measurement that are in practice in the Singapore Telecommunication Limited.

The research study is focused to examine the effectiveness and contribution of particular performance measurement metrics that are in practice in the selected organization.  The selected research questions in this context are focused to examine the key ways of performance measurement that are used by Singapore Telecommunications Limited and effectiveness and contribution of those methods in real practices of performance review and measurement. This topic has been selected for dissertation topic because human resource management is one of my areas of interest and I have a keen interest to study about performance measurement practices. 

          The research study will have significant contribution to the academic field in terms of enhancement of the knowledge of the students, academicians and future researchers about the subject context. It will also pave new paths and directions for the future researchers who want to accomplish future research studies on the same context or other related context. The research study will also have significant contribution in the organizational context where it will help the HR managers of Singapore Telecommunication Limited to understand the performance level of the staff members and effectiveness of the techniques that are in practice in the organisation. The research topic will also unfold several areas of concern related to the research topic and hence this research study is worth contributing and studying in different contexts.      

Organisation of Research 

The research study has been structured in the form of 5 chapters that are to be accomplished in organised manner.

Chapter 1 Introduction

This chapter of the research study has presented a detailed theoretical discussion about the concept of staff performance measurement and the ways of staff performance used in particular to Singapore Telecommunication Limited.

Chapter 2 Literature Review

The presented chapter has provided theoretical discussion about the research context related to the conceptual knowledge and practical knowledge about varied staff performance metrics and approaches that are in practice in Singapore Telecommunications Limited.

Chapter 3 Research Methods

This chapter has provided explanation about the selected research method that has been applied in this research study for acquiring the data related to ways of performance measurement in Singapore Telecommunications Limited.

Chapter 4 Findings and Discussion 

This chapter of the research study has facilitated the detailed account of the key research data findings and discussion of the findings.

Chapter 5 Conclusion

This last chapter of the research study has presented the main research results in the form of conclusions. Along with this, a range of useful recommendations is also presented in the same chapter.

Chapter 2 Literature Review

Introduction        

          In the organisations, maintenance of the staff performance is the most important strategic concern for the business organisations in order to ensure the adequate organisational performance (Middlewood & Abbott, 2017). The overall organisational performance is dependent on the staff performance and hence regular measuring the staff performance is vital in the organisations. There are several measures and matrices used in the organisations in order to measure the staff performance. The presented literature review is focused to examine the staff performance measures that are in practice in the Singapore Telecommunications Ltd. The literature review has been organised under specific headings that are explored with the help of varied literature sources.    

Concept of Staff Performance

          Huwe (2010) has defined that staff performance is the pattern of employee behaviour in the organisations as well as they way they do perform their related job roles including their duties responsibilities which are assigned to them in accordance to the terms and conditions of the employment (Huwe, 2010). In the same line, it has been explored by Dhammika (2013) the staff performance gives a clear reflection of the employees’ commitment and willingness to perform their job roles and along with this their efficiency level and commitment to perform their job roles with the proper utilisation of the key resources of the organisation in order to attain the overall performance goals of the organisation (Dhammika, 2013).

          In the same line, it has been explored by Bennett, Lance & Wochr (2014) staff performance in the organisation needs to be managed in accordance to the organisational standards and management guidelines and instructions. The staff performance is regulated and monitored by the management of the organisations in order to ensure meeting the overall organisational goals and objectives (Bennett, Lance & Wochr, 2014). KAZAN & GUMUS (2013) in the same line have revealed that staff performance is considered collective performance of all the staff members in an organisation rather than individual performance (KAZAN & GUMUS, 2013). Performance measurement is the organisational performance that is employed in the Singapore based varied business organisations for the purpose of measurement of the efficiency of the employees and making comparison of this with the organisational goals and objectives.  

Need of Measuring Staff Performance in Organisations

`         In the viewpoint of Ayomikun (2017), the good staff performance is the key essentiality in the organisations for maintenance of the organisational performance and securing their survival and competitive advantage. The measurement of the staff performance is the major essentiality in the organisations in order to ensure whether the staff performance is adequate or not (Ayomikun, 2017). In the same line, it has been reviewed by Appelbaum, Roy & Gilliland (2011) that the measurement of the staff performance proves a supportive practice to ensure whether the individual staff member is performing well in alignment of the organisational goals and objectives or not.

The outcomes of the measurement of staff performance are helpful for the organisations to find out the weak areas in the staff performance. This helps the organisations to take significant strategic initiatives related to employee training and development. With the help of employee training and development the organisations tend to improve the staff performance to a good level through providing them guidelines related to the specific area of expertise (Appelbaum, Roy & Gilliland, 2011).

          In other words Chen & Eldridge (2012) have explored that measurement of the staff performance is needed in the organisations in order to ensure a proper appraisal of the employees so that they can be given promotion and remuneration in accordance to their performance level. The organisations in this series even follow the human resource strategy of performance based pay. Under this strategy, the organisational pay their employees according to their performance level (Chen & Eldridge, 2012). Hence, this staff performance measurement helps the organisations to develop their HR practices and policies.      

          In the viewpoint of Amini et al., (2016), the staff performance measurement in the organisations is vital in order to ensure that all the staff members are performing good or not. This helps the organisations to measure the individual performance of the employees in order to determine whether the employee is a valuable asset for the organisation or not (Amini et al., 2016). This helps the organisations to make layoffs and retain only those employees and staff members who have good performance level in the organisation.   

Work Quality Employee Performance Metrics Practiced in Singapore Telecommunication Sector

          There are varied work quality employee performance metrics that are in practice in the organisations for the measurement of the employees’ performance. The work quality metrics in Singapore Telecommunication Limited are used in the form of indicators of the quality of the employees’ performance. The key metrics that are used in the organisation include Management by Objective and Subjective Manager Appraisals. In the view of Muller (2018), Management by Objective (MBO) is used in the form of a management model in Singapore Telecommunication Limited which has the key objective of making improvement in the overall organisational performance through translation of the goals of the organisation to goals of individual employees (Muller, 2018).

Islamia, Mulollia & Mustafab (2018) have affirmed that these goals are developed as the key objectives that are mainly set by the organisational managers for their respective employees. A set timeframe is assigned by the managers to the employees to which the goals are required to be met out. The goals are set by the different departments in different ways to make the management practices in an effective manner (Islamia, Mulollia & Mustafab, 2018). Gates & Langevin (2010) have affirmed that accumulation of the objectives of employees in eventual manner results into attainment of the overall organisational objectives (Gates & Langevin, 2010).

In the reporting process of the employees to their managers, the employees have to give a clear record of their performance for meeting the goals. On the basis of the performance of the employees, the managers give those particular ranks and scores. In this way, under the metrics of Management by Objective, the employees get particular awards in return of the accomplishment of the goals by the employees. The manager makes the performance goals for the employees in tangible manner and the review of the performance is driven by the data (Islamia, Mulollia & Mustafab, 2018).    

          The other metrics that is used in Singapore Telecommunications Limited is the subjective manager appraisals. Under this metrics, the performance of the employees is assessed on annual basis for the overall performance review. The assessment of the performance of the employees is done on the basis of the quality of work done by them. In this metrics, a 9 box grid scheme is used by the managers where the performance level of the employees and their potential is assessed on regular basis. On the basis of the results of this metrics, the employees who have low potential but their performance is high are considered to be perfect for the present functional areas assigned to them.          

High	Need coaching	High potential	Rock star
medium	Questionable fit	Core employee	Star on the rise
Low	Questionable	Blocker	Needs development
	Low	medium	High

Work Quantity Employee Performance Metric Practiced Singapore Telecommunication Sector

          The employee performance under this category is assessed by the quantified units. This approach is different from the quality performance review. The first approach that is used for quantity performance review of the employees in Singapore Telecommunication Limited is measuring number of sales. According to Pease, Byerly & Fitz-enz (2013) Under this approach, in a given time frame the comparison of the employees’ performance is done with the projected number of sales registered by the company and the project amount of revenue with the cumulative efficiency of the employees in real terms (Pease, Byerly & Fitz-enz, 2013).  

       The other measure of the staff performance is done on the basis of the number of units produced. This approach considers the output of the production in quantity. In relation to Singapore Telecommunication Limited, the performance of the staff people is measured in terms of number of customer served by the particular staff member and used the services of the company. The measurement of the staff performance is done in terms of measuring the actual output of the performance of the staff member against the expected outcome of performance. This is also examined that the staff member has performed the services with the use of only the available resources in the cost and time effective manner. On the basis of this the overall performance of the employees is measured.

          In other words, Subramanian (2018) the time of customer handling, quality of customer contact and resolution of queries in the first call are also other measures that are used in Singapore Telecommunication Limited for measurement of the staff performance. When reviewing the staff performance activities, the call centres play a very significant role in Singapore Telecommunication Limited as a metrics. Such metrics use the different dimensions for tracking the performance of the staff members such as consumer handling time, resolution of the consumer queries at the first call and contact quality. All these measures are in common practice by the customer service companies such as telecommunication for measuring the performance of the individual employees. Hence, this performance measurement metric is applied in the organisation in the best possible manner (Subramanian, 2018).

Organizational Level Employee Performance Metrics

          The performance of the employees in the organisations is also measured against the overall organisational level efficiency. For such purpose, organisational level employee performance metrics is used in the organisations to track the competitiveness of the employees in the organisations. The first metrics that is in practice in Singapore Telecommunication Limited is revenue per employee. Under this metrics, the organisation has implication of a formula which is Revenue per FTE = total revenues/FTE, where FTE = Full-Time Equivalent.

According to Mohammad (2014), with the implication of this metrics, a ballpark estimation is gained for the number of revenues that are covered by a particular employee in the organisation (Mohammad, 2014). With the help of this metrics, the average level importance rate of an employee is counted in the organisation and hence the contribution of individual employee is counted in the overall organisational income.

The other metrics that is used in Singapore Telecommunication Limited is           Profit per FTE. For this metrics a formula is applied in the organisation which is: Profit per FTE = total profit/FTE. This metrics focuses on generation of profits on average basis by individual employees or staff member. Overall, this metrics determines the overall financial health of the company.

The other metrics used in the organisation is human capital ROI. The human capital ROI as a metrics is supportive to assess the overall value of the human capital in the organisation with consideration to varied attributes including knowledge level, personal and professional attributes, organizational behaviour practices and work efficiency. All these are calculated with the calculation of the overall revenue of the organization with very less expenses of operational activities. In addition to this, it also covers the key benefits given to the employees and the compensation offered to them. The results are divided by the total compensation and benefit costs that are give to the employees in the organisation. 

The rate of absenteeism is also used in the organisation for measuring the staff performance. This has been determined in this relation by Kocakülâh, Bryan & Lynch (2018) that employee absenteeism and performance are two factors that are correlated with each other. The rate of absenteeism of the employee has a direct impact on the productivity of the employee and it also impacts the overall organizational performance (Kocakülâh, Bryan & Lynch, 2018). This metrics is in practice in the Singapore Telecommunication Limited to an acceptable level.  

Summary

          Overall the literature review chapter has clearly reflected that the staff performance measurement is the important concern for Singapore Telecommunication Limited and hence different kind of metrics are used in the company for measuring both quality employee performance and quantity employee performance measurement. The company has keen focus on the measurement of efficient level of the employees. With the help of review of employee performance level the company becomes able to determine the overall organisational performance level. The next chapter of the research study will represent the detailed account of the research methods that are applied in this research stud for the purpose of data collection and analysis of the data.     

Chapter 3 Research Methods

Introduction

          For any research work, it is essential to have effective and justified methods for data collection and analysis and research methodology chapter directs to explore different methods and procedures used for the undertaking the research process and accomplishing the research objectives in the most effective manner. In this regard, the objective of this chapter of the research work is to provide a blueprint of the presented research work. The presented chapter of the research work is designed on the basis of research onion model proposed by Saunders. As per this model, there are different layers of a well designed and effective methodology, which can be presented as below:

As per the model, the research methodology is designed with the help of different methods and procedures. The chapter also provides detailed justification of the different methods and applicability in the research context so that some crucial ways of measuring staff performance in Singapore Telecommunications Ltd can be investigated in the most critical and empirical manner.  Different aspects of the research methodology including designing, data collection methods, sampling regimes, ethical consideration and data analysis are discussed in the chapter in the most effective manner. 

Research designing 

          The designing of the research process can be considered as an essential step of the process, which directs to set essential procedures and activities in the most crucial and effective manner.  For research work, there can be some different crucial research designs such as descriptive research design, exploratory research design, and experimental research design (Bell, Bryman & Harley, 2018). In the reference to the presented research work, exploratory research design would be the most suitable research design. The prime quest of the research work is to reflect some crucial and effective ways measuring the performance pf the staff of Singapore Telecommunication Ltd, which is a real-life phenomenon and takes place regularly within the organisation.

In this way, the research work is aimed to explore the existing phenomena in the most explicit manner. For this research comprehensive research method has been taken into account in which both experience survey and library survey has been taken into account within the research work.  The exploratory research design has been proved quite crucial and effective in dealing with issues related to data collection and analysis related to ways of performance measurement in the specific reference to Singapore telecom Ltd. The selection of different methods and procedures in the research work has been done in the alignment of exploratory research design.  

Data collection method

          For an effective research work, it is quite essential to have effective and adequate data on which proper analysis can be performed to carry out the final results. In regard to this, the presented research work has undertaken both primary and secondary data for analyzing the research aims and objectives and reaching to the final conclusion (Jonker & Pennink, 2010). For this purpose, the research work considered mixed methods for data collection in which both primary and secondary data has been collected and used. For this purpose, below methods are taken into account in the presented research work:            

Primary data collection method

          Primary data collection method has been taken into consideration in the presented research work to collect first-hand and primary information regarding the research context. Primary data used in the presented research work helps in making the research work more practical and reliable. In this regard, for the presented research work, survey through questionnaire method has been taken into account in the research for collecting data. In this research work, an intensive survey has been taken into account with the selected population in which some specific set of questions will be asked to them.

These questions are closed ended and directly related to the ways to measure performance of the employees (De Vaus & De Vaus, 2001). With the help of the answers of the questions, different methods of performance evaluation which are adopted in the company can be taken into account. This method can be considered quite crucial and effective for this research work as with the help of this method, quantitative data can be obtained which can be proved quite helpful in obtaining results in the most reliable and scientific manner. In addition to this, this method also can be proved quite crucial in obtaining a large pool of quantitative type of data.          

Secondary data collection method

          Along with the primary data, the presented research work has also considered secondary data for analyzing the research aim and objectives. Secondary data is the data and information which has already been collected and used by other researchers, scholars and authors. Secondary data collected in the research work is qualitative by nature which is aimed to reflect the theoretical assertions regarding performance measurement methods and their positive and negative aspects. In this research work, library research method has been taken into account as the method of secondary data collection. 

In this method, different sources of se4condary data such as books, journal articles and research reports related to performance measurement within the organizations have been reviewed critically and required information has been obtained. Along with this, different online libraries, articles and newspaper sources have also been consulted in the research work in order to collect related data (Mallinson, Childs & Herk, 2013). This method has been proved quire crucial and effective in having theoretical and conceptual information related to the research context, which can be used for providing backup to the finding obtained from primary data. Moreover, with the help of this method, already processed and refined information from secondary sources which is less time consuming.            

Sampling

          In order to undertake primary data analysis with the help of survey method, sampling can be considered quite crucial and essential process. Sampling refers to the process of selecting a short proportion out of the entire survey population which contains all the characteristics of the entire population.  It leads to reduce the time and efforts employed by the researcher in collecting data for the research. In the presented research work, sample population is the HR managers and executives working in Singapore Telecom ltd. Out of this population, a sample of 50 respondents have been taken into account in the research work.

This sample has been selected in the research work as HR managers and executives can be considered as entity which is closely engaged in the performance measurement and evaluation within the organization. Owing to this reason, they have enough information and experience to provide information regarding different methods and procedures that are being taken into account in the organization. The information provided by such population is quite crucial and effective to draw some reliable results. In order to select participant in the sample, random sampling designing has been taken into consideration.

Random sampling is a non-probability sampling method in which there is no any specific factors are considered while selecting people in the sample. The random basis of selection is directed to provide equal chance to each of the elements of the population to get selected in the sample (Supino, and Borer, 2012). This method can be considered quite crucial and effective in reducing the overall bias of the researcher in the research work, which can directly or indirectly affect validity of the research result.            

Access to data source:

          For the purpose of selecting sample in the research work, it is quite e4ssential to have proper permission and approval from the concerning authority of the company. In this regard, first of all, an application has been sent to the administrative department of the company in which the purpose of the research, research procedures, and survey ethical consideration are specified clearly. After availing permission from the side of company, information sheet and consent form have been sent to the employees from HR department of the company on their official Id. After availing their responses, questionnaire has been mailed to them and they have been contacted to provide brief information regarding how to fill the survey and resolve their queries.                   

Data analysis method

          After collecting the data, there is a need of analyzing the collected data in the most effective and empirical manner to have adequate findings to achieve the research aim and have knowledgeable conclusion. For the presented research work, two different type of data namely qualitative and quantitative data have been taken into account, which drives that there need to have two different type of data analysis methods. In this regard, two methods of data analysis considered in the research work are:

1. Graphical data analysis:

This data analysis measure has been taken into account in the research work for analyzing quantitative data collected with the help survey method. In this analysis method, the collected responses of the respondents have been plotted in the form of the pie charts prepared in Excel. This method can be considered quite helpful for having clear information regarding trends prevailing in the market and research setting (Daniel & Sam, 2011). On the basis of this trend, crucial concluding assertions can be drawn out. 

2. Descriptive data analysis

          For analyzing Qualitative data collected with the help of library research method, descriptive data analysis method can be taken into account. In this method, a conceptual framework has been devised on the basis of different literature and concepts studied in the library research. The finding of the qualitative data collected in the research will be analyzed on the basis of this conceptual framework only (Guest, MacQueen &Namey, 2011).                           

Ethical consideration

          No research can be proved successful without being passed through ethical implications. In the presented research work, proper ethical considerations and guidelines have been followed while undertaking survey with respondents and obtaining data from secondary sources. In this research, privacy and confidentiality has been taken into account at utmost priority. In this research, personal information of the respondents has been kept confidential. For this purpose, no personal questions have been asked in the survey which can reveal the identity of the respondents (Thomas, Nelson & Silverman, 2011).

Moreover, pseudo-name or anonymous identity has been used for identifying each of respondents. Moreover, before conducing the survey informed consent from the side of the respondents have been availed by providing proper information to the respondents regarding research aim and objectives along with the research procedures. Moreover, respondents were provided with the right to leave the survey if they find it uncomfortable to answer. In addition to this, while collecting secondary data, proper in-text and citation have been done to provide due credit to the authors whose researches have been used in the work (Hennink, Hutter & Bailey, 2020).                     

Summary

          The presented chapter has reflected, methods and procedures used in the research work to collect and analyse the data. In this research, survey through questionnaire method has been used to collect primary and quantitative data and library research method has been taken to collect secondary and quantitative data in the research work. The survey will be conducted with 50 HR managers and executives. The responses of the respondents will be analysed with the help of graphical data analysis method.              

Chapter 4 Findings and Discussion

Introduction

          Data analysis is the most important chapter of the research work as this determines the attainment of the final research outcome of the research study. The analysis of the data in the different research studies is done according to the different data analysis techniques. In this research study, the data collection has been done with the help of survey method of primary data collection and hence the data collected is quantitative in nature. The data analysis of this data has been done with the implication of the graphical data presentation method. The graphs have been developed in MS-Excel and the data has been analysed in the percentage form in order to represent the data findings on the basis of majority of the responses.  

Findings and Analysis of Survey Data

Gender

          From the total number of respondents who participated in the survey process, 76% were males and other 24% were females (See above Figure 1). This data reflects that in the responses, major responses are given by male respondents.

Experience

          From the total number of respondents, who participated in the data collection process, 48% were having experience of 2-3 years, the other 32% respondents had experience of 4-5 years and the remaining 20% were having experience of more than 5 years (See above Figure 2). From the analysis of this data, it has been reflected that all the respondents including HR managers and HR executives, had good experience level so they can share good knowledge about the research context.

Performance measurement is a very much essential process in the organizations

          When the respondents were asked the question related to their agree about Performance measurement is a very much essential process in the organizations, it has been responded by 40% of the respondents that they are strongly agree that Performance measurement is a very much essential process in the organizations and the other 20% were agreed on the same point. From the remaining respondents, 10% were neutral on this point, while 14% were disagree and 16% were strongly disagree (See above Figure 3).

From the analysis of this data, it has been analysed the majority of the HR managers and executives do consider that performance measurement of the staff is a very essential and vital process in the organisations. The literature data also reflects that in order to maintain the performance and productivity of the employees, it is vital for the organisations to have regular staff performance measurement (Nahaysha, 2016).

Performance measurement is important for organisations to maintain organizational performance

          When the respondents were asked the question related to their agreement about performance measurement is important for organisations to maintain organizational performance it has been responded by 40% of the respondents that they are strongly agree that Performance measurement is important for organisations to maintain organizational performance and the other 30% were agreed on the same point. From the remaining respondents, 6% were neutral on this point, while 10% were disagree and 14% were strongly disagree (See above Figure 3).

From the analysis of this data, it has been analysed that the majority of the HR managers and executives do consider that Performance measurement is important for organisations to maintain organizational performance. The literature data also reflects that in the organisations, overall organisational performance is based on the employees and hence there is a direct relationship between the two and hence measurement of the staff performance is vital in order to maintain the organisational performance to a good level (Hanaysha, 2016).

Staff performance measurement is done with the use of both quality and quantity measures

          When the respondents were asked the question related to their agreement about Staff performance measurement is done with the use of both quality and quantity measures it has been responded by 40% of the respondents that they are strongly agree that staff performance measurement is done in Singapore Telecommunication Limited with the use of both quality and quantity measures and the other 30% were agreed on the same point. From the remaining respondents, 10% were neutral on this point, while 8% were disagree and 12% were strongly disagree (See above Figure 5).

From the analysis of this data, it has been analysed that Singapore Telecommunications Limited does the measurement of the staff performance with the implication of both quality and quantity measures. The analysis of this data is also supported with the literature data that also reflects that in the organisations the measurement of the staff performance is done with the inclusion of both quality and quantity measures (Iveta, 2012).

Different kinds of metrics are supportive for the measurement of the staff performance in the organisations 

When the respondents were asked the question related to their agreement about different kinds of metrics are supportive for the measurement of the staff performance in the organisations it has been responded by 50% of the respondents that they are strongly agree that different kinds of metrics are supportive for the measurement of the staff performance in the organisations, and the other 24% were agreed on the same point. From the remaining respondents, 8% were neutral on this point, while 8% were disagree and 10% were strongly disagree (See above Figure 6).

From the analysis of the data, it has been analysed that majority of the respondents do consider that in the organisations different kinds of metrics are followed for the measurement of the staff performance. The literature data also support that for the staff performance measurement in the organisations, varied kinds of metrics are followed. Some of the metrics are used for measuring quantity based performance and some of the metrics are used for measuring quality based performance (Iveta, 2012).  

Management by Objectives is a significant measurement metrics for staff performance measurement   

When the respondents were asked that management By Objectives is a significant measurement metrics for staff performance measurement, from the total number of respondents, 50% were strongly agree that Management By Objectives is a significant measurement metrics for staff performance measurement. The other 24% were agreed on the same point. From the remaining 8% were neutral and other 8% were disagree and 10% were strongly disagree (See above figure 7).

From the analysis of this data it has been inferred that majority of the respondents do consider that management by objective is a significant process that is followed by the managers in Singapore Telecommunication Limited in order to measure the performance of the staff. The literature data also reflects that management by objective is a significant process because it helps the managers to measure the performance of the staff in accordance to the objectives of the organisation (Xhavit, Enis & Naim, 2018).

Key performance measurement metrics and approaches used in your organisation

When the respondents were asked about their opinion related to key performance measurement metrics and approaches used in your organisation, different HR managers and executives gave their different opinions, it was responded by 24% of the respondents that management by objective is followed as a key metrics in Singapore Telecommunications Limited in order to measure the performance of the staff. The other 24% said that subjective manager appraisal is also a significant performance measure technique that is used in Singapore Telecommunications Limited to measure the staff performance.

The other 25$ said that staff performance measurement is done on the basis of unit sold and units produced. The remaining 28% respondents said that customer handling per hour is the measure determinant metrics that is used in the organisation for the measurement of the staff performance (See above figure 8). From the analysis of the data, it has been determined that Singapore Telecommunications Limited follow varied kinds of metrics for the measurement of the staff performance. The literature data also reflects that there are different kinds of metrics that are followed for staff performance measurement in the organisations (Looy & Shafagatova, 2016).

Metrics are significant and supportive for having accurate and valid measurement of the staff performance

When the respondents were asked to give their responses about the context that metrics are significant and supportive for having accurate and valid measurement of the staff performance, it was responded by 50% of the respondents that the metrics that are used by Singapore Telecommunication Limited provide significant accurate and valid measurement of the staff performance. The other 24% respondents were agreed on the same point that the different metrics of staff performance measurement provide accurate and valid results of the staff performance measurement.

The remaining 6% respondents were neutral on this point and the other 8% were disagreeing and 12% were strongly disagreeing (See above figure 9). From the analysis of the data, it has been interpreted that majority of the respondents do consider that with the help of the performance measurement metrics the organisation gain valid and accurate measurement of the staff performance. The literature data also supports these findings by affirming that the inclusion of the performance measurement metrics in the organisation is supportive for reaching the accurate measurement of the performance (Looy & Shafagatova, 2016).

Significant improvement in the staff performance measurement process in your organisation           

When the respondents were asked that if there is a need for improvement in staff performance measurement in Singapore Telecommunication Limited, it has been determined that 51% respondents were agreed on this point that there is a need for more improvement in the staff performance. The other 25% respondents said that yes there is a need for improvement in the staff performance. From the remaining it has been determined that 6% were neutral on this point and 8% disagree and 10% were strongly disagreed (See above figure 10). From the analysis of this data, it has been inferred that though Singapore Telecommunications Limited uses significant metrics for staff performance measurement, however there is a significant need for improvement in the process.

New measures must be adopted in your organisations for improving staff performance  

When the respondents were asked that what new measures must be followed in the organisations for improvement in the staff performance, different respondents gave different opinion. 30% respondents in this relation affirmed that 360 degree feedback is the significant measure that can be used by Singapore Telecommunication Limited in order to have performance measurement process improvement. The other 30% said that monthly rating system is the process that can also be followed by the company in order to make the process of staff performance improved.

The 20% respondents said that net promoter score can also be used as a new technique by the company in order to improve the staff performance measurement process. The remaining 20% said that overall team performance measurement process can be a significant process for the company (See above figure 11). From the analysis of the data it has been interpreted that there are multiple options of new performance measurement approaches that can be used by Singapore Telecommunications Limited to have more improved performance measurement. 

Discussion

 On the basis of the overall data findings, it has been discussed that staff performance measurement practice in Singapore Telecommunication is very important because it is the base of the overall organisational performance. The company and its HR managers do consider that measurement of the staff performance is an integral part of the HR process. The literature data also support this discussion by affirming that in the organisations there is a direct relationship between staff performance and the overall organisational performance (Babel’ová et al., 2020).

The discussion of the data findings also reflects that measurement of the staff performance in the organisations is done with the help of different measures that assess the staff performance in both quality aspects and quantity aspects. The literature data also supports this discussion by affirming that measurement of the staff performance in the organisations is done for determining the quality based performance and quantity based performance in the organisation. The research data findings have been provided base for discussion, that there is no single method or way of staff performance measurement in the organisations, whilst a combination of methods are used for measuring staff performance in different context.

The discussion can also been supported by literature data findings that also affirms that in the organisations varied kinds of metrics are used that give different nature of results of the staff performance in both quality and quantity terms (Looy & Shafagatova, 2016). The research study also gives point of discussion that in Singapore Telecommunication Limited, different kinds of metrics are used for staff performance measurement such as Management by objectives, subjective manager appraisal, units sold and units purchased, and customer handling per hours and absenteeism of the staff. Hence, this is also supported by the literature data that all these measures are very much significant for staff performance measurement in different context (Nudurupati et al., 2010). Even all these methods provide accurate and validate results for determining the performance level of the staff. 

The research study results also provide base for discussion that though the staff performance measurement is done in a good way at Singapore Telecommunications Limited and company has significant results of all the metrics used, however still there can be made significant improvement in the overall process in order to ensure more improvement in the ways of staff performance measurement. For such purpose, in the research study, some significant measures have been suggested that can be useful and effective for the company and its HR managers to make the staff performance measurement ways more workable.

The key strategic measures suggested to the HR managers of the company include 360 degree feedback, monthly rating system, pay for performance and overall team performance. The literature data findings also support this discussion that all these measures are significant enough and supportive to make the accurate staff performance measurement. The implication and context of these methods can be different according to the situations of the organisations and their working patterns. The discussion provides a strong base for reaching the desired research results in a good way.                 

Summary  

Overall, the findings of the survey and their discussion clearly reflect that staff performance measurement is a vital process in Singapore Telecommunications Limited because this process also improves the overall organisational performance. The data also reflects that though there are significant metrics are in practice in the company for the purpose of staff performance measurement, however still there is a significant scope of improvement in the ways and measures that can be used for staff performance measurement. The new ways that are explored from the data can be proved supportive and significant for the company to make the staff performance measurement process more effective and enhanced.    

Chapter 5 Conclusion

Conclusion

          On the basis of the overall research findings that have been generated in this research study on the basis of the survey data findings, some crucial research results have been gained that are presented here. One main concluding point that has been generated on the basis of the research findings is that staff performance measurement is the most important concern in the business organisations. With the help of measuring staff performance, the organisation becomes able to maintain the overall organisational performance.

The staff performance measurement is important in the organisations in order to determine whether all the employees are performing in accordance to the given performance targets to them or some are underperforming or over performing. The evaluation of the performance in such a way proves helpful for the organisations to maintain the performance of the staff as well as the overall organisational performance.

          This has also been concluded in the research study that staff performance measurement in the organisations is done with the implication of the metrics that supports to measure the performance in both quality and quantity terms. The performance of the organisations is measures in both quality terms and quantity terms. The evaluation of the staff performance in Singapore Telecommunication Limited reflects that the organisation follows varied measures for the staff performance measurement.

The main methods of quality performance measurement that are in practice in Singapore Telecommunication Limited are Management by objective, rate of absenteeism in the organisations, customer that are handled on per hour basis. On the other hand, the findings also show that for quantity performance measurement the organisations follow the methods of units sold by the individual employee and the units produced by the employees and services executed by the employees per hour. All these measures and metrics give clear picture of staff performance in Singapore Telecommunication Limited.

The research data findings also give results that different performance measures metrics and approaches provide different types of results related to staff performance measurement. However, the results of all these metrics and methods are appropriate in one or other way. The research study hence has concluded that staff performance is a crucial and vital process in the organisation and for these different significant measures is followed in the organisation for different purposes.

          The research study has also concluded that Management by Objectives is a significant performance measurement technique that is used in Singapore Telecommunication Limited and other organisations. Management by Objective as a performance appraisal method is supportive to have measurement of the performance progress of the staff people against the quantitative objectives that are determined for the staff people. The performance objectives are set by the managers of the companies for the employees and these objectives are developed in alignment of the key goals of the organisations.

The focus of Management by Objective approach is on the final performance outcomes of the organisation such as specific, clear and measureable action plans can be developed and set. This is a goal setting process which is focused on the personal and professional development of the employees and their skills and knowledge base is also enhanced so that they can perform at the best level in the organisations. The performance of the employees is monitored by the managers and hence the managers on the same basis provide coaching and mentoring to the staff people so that they performance can be enhanced through removal of all the barriers that are hurdles in their performance growth.  

          The staff performance measurement metrics that are applied in Singapore Telecommunications Limited give accurate and valid measurement of the staff performance. This is the reason that the company give consideration and value to these methods because with the help of them they can have effective measurement of the performance.

          The research study has also made crucial conclusion related to the other performance measurement techniques that can be applied by the Singapore Telecommunication Limited in order to become successful. The key techniques that have been suggested and explored in the research study include 360 Degree Feedback, Monthly Rating Sheet, Net Promoter Score, and overall team performance.

Recommendations

• The first crucial recommendation that has been suggested to Singapore Telecommunication Limited is 360 degree feedback. This technique is used by the employers in the form of multi-source feedback or multi-source assessment of the employees in order to assess their regular performance, The feedback process has inclusion of the supervisor and colleagues and subordinates in order to have a clear evaluation of the performance data (Fleenor, Taylor & Chappelow, 2008). The data gathered in such a way is helpful to determine whether all the people who are working with the individual employee are satisfied with his performance or not.      
• The other crucial recommended technique that can be applied and used by the individual is the performance based pay strategy. The performance based pay strategy determines that all the employees will be given payment according to their performance (Rice & Malen, 2017). With the implication of this HR strategy, Singapore Telecommunication Limited will be able to motivate the employees to perform better because with this strategy the company will be able to evaluate the performance of the employees in comparison to the payment offered to him. The employees who will perform better will be offered more payment while those who will not perform good will be paid lesser.
• The third significant strategy that can be applied by Singapore Telecommunication Limited can be monthly rating system to track the performance of the employees (Catano, 2009). With the help of this system, the company will make some performance criteria on monthly basis and will give rating to the employees on those criteria and on the basis of the overall ratings, the company will provide them incentives and increments.  

Recommendations for Future Research

• The present research study is mainly focused on the particular context of Singapore Telecommunication Limited which shows that the research has a much narrowed focus. The research study in the future research work can focus on the other research contexts. For instance in the future research context the research study can be conducted in relation to the entire telecommunication sector of Singapore. This will open the span of the future research work in term of increasing the scope and area of implication of the research study. With the conductance of the research study on the entire telecommunication sector, the research study will be able to know the other factors which are not explored yet. Hence, the research will be able to get new research findings.
• In the future research study, along with the primary research method of survey, the case study method can also be applied. The implication of the case study method can be helpful to have collection of the evidence based data about particular companies and hence the research study will be able to have collection of the more evidence based data about the different methods of staff performance measurement that are applied in the different telecommunication organisations.
• In the future research context, the research study can be also be conducted on the other related aspects of the human resource management such as key challenges that are faced by the organisations in managing the staff performance, workforce diversity management, performance appraisal issues evident in the organisations and several other employee related factors that are faced by the HR managers in the organisations.