Vol. 4, Issue 1, Part F (2018)

Abstract
This study investigates the performance appraisal systems in five foreign multinational BPO firms operating in Bangalore, India, focusing on the perspectives of HR executives and employees. Utilizing a mixed-methods approach, primary data was collected through qualitative interviews and quantitative surveys involving 163 employees and seven HR executives. The research examines awareness, perceptions, and satisfaction with the appraisal system, employing various rating scales to gauge responses. Results indicate that all firms maintain a structured performance appraisal process emphasizing both quantitative and qualitative metrics. While HR executives report clarity in job duties and recognition of employee efforts, there are concerns about the subjectivity inherent in evaluations. Furthermore, appraisals are viewed as motivating tools, with a significant number of HR representatives affirming their effectiveness in employee retention and motivation. The findings underscore the alignment of appraisal policies with overall organizational objectives within the ITES-BPO sector.