PROJECT REPORT ON PERFORMANCE APPRAISAL ATBSNL SUBMITTED IN PARTIAL FULLFILMENT OF THE REQUIRMENT FORB.B.A(BACHALOR OF BUSINESS ADMINISTRATION)2008-2011SUBMITTED BY-CHANDA UNDER THE GUIDANCE OF ROLL NO-4809 MISS: NAMARITA KALIASCHOOL OF BUSINESS STUDIESPOST GRADUATE GOVERNMENT COLLEGE DHARAMSHALACERTIFICATEThis is to c!ti"# th$t th %!o&ct 'tit() *+ERFOMANCE A++RASIAL AT BSNL, h$s-' c$!!i) o.t -# CHANDA RANA .')! /# 0.i)$'c i' %$!ti$( ".(1((/'t o" th)0!o",BACHELOROFBUSINESSADMINISTRATION,o" HIMACHAL+RADESHUNI2ERSIT34 SHIMLA ).!i'0 th $c$)/ic #$! 2010-2011(S/st!-2I) $t SCHOOLOF BUSINESS STUDIES4 5O2ERNEMENT COLLE5EDHARAMSHALA.D$t6+($c6 DHARAMSHALAGuideHead, School Of Business Studies(NAMRITA 7ALIA) (MADAN 5ULERIA) PRINCIPAL, Government College haramshala DECLARATIONI CHANDA RANA, R!! N : 4809 " #$%&'($ ) BBA VI #'*'#$'+ ),#$ -+"&%"$'-.'+(*'($ /!!"-'&0"+"*#0"!"0'+'12 &'/!"+'$0"$ $0' +',+$ $3$!'& 4RECRUITMENT AND SELECTION PROCESS ATBSNL5 3# *2 +3-3("! 6+7 "(& $0' #"*' 0"# ($ 1''( #%1*3$$'& )+$0' "6"+& )"(2 $0'+ &3,!*" + &'-+''8PLACE: DHARAMSHALA NAME- CHANDA RANADATE:ACKNO9LEDGEMENTI ':,+'## *2#3(/'+'$0"(7# $*2,+;'/$ -%3&'8 MISSB"#3/ A M13!'$'!',0(2?8 I$ 0"# )$,+3($# $0+%-0%$ I(&3" ':/',$ )+ $0' *'$+,!3$"( /3$3'#) M%*1"3 "(& N'6 D'!03 603/0 "+' *"("-'& 12 MTNL8 A# ( M"+/0 FB, C00GBSNL /**"(&'& " /%#$*'+ 1"#' ) FF8G *3!!3( 93+' !3(', F8E *3!!3( CDMA-9LL "(& CG8H *3!!3( GSMM13!' #%1#/+31'+#8 BSNLD# '"+(3(-# )+ $0'F3("(/3"! Y'"+ '(&3(- M"+/0 FB, C00E #$& "$ INR 40B881 >USI 9809 1? 63$0('$ ,+J$ ) INR 89841 >USI C80C 13!!3(?8 T&"2, BSNL 3# I(&3"D# !"+-'#$ T'!/"(& (' ) $0' !"+-'#$ P%1!3/ S'/$+ U(&'+$"73(- ) $0' /%($+2 63$0"%$0+3K'& #0"+' /",3$"! ) USI F89H 13!!3( >INR BG,H00 C++'? "(& ('$ 6+$0) USI B48FC 13!!3(8B8F PROFILE OF ORGANISATION:OVER VIEWS OF ORGANISATIONHISTORYT0' )%(&"$3( ) T'!'/* N'$6+7 3( I(&3" 6"# !"3& 12 $0' B+3$3#0 #*'$3*' 3(B9$0/'($%+28T0' 03#$+2 ) BSNL 3# !3(7'& 63$0 $0' 1'-3((3(- )T'!'/* 3(I(&3"8 I( B9$0 /'($%+2 "(& )+ "!*#$ '($3+' C0$0 /'($%+2, $0' T'!'/* 3( I(&3"6"# ,'+"$'& "# " G.'+(*'($ ) I(&3" 63(-8 E"+!3'+ 3$ 6"# ,"+$ ) '+#$603!'P#$ A T'!'-+",0 D',"+$*'($ >PAT?8 I( B9GH $0' D',"+$*'($ ) T'!'/* >DT?6"# #',"+"$'& )+* PAT8 DT 6"# +'#,(#31!' )+ +%((3(- ) T'!'/* #'+.3/'#3( '($3+' /%($+2 %($3! B98H 60'( M"0"("-"+ T'!',0(' N3-"* L3*3$'& >MTNL?6"# /"+.'& %$ ) DT $ +%( $0' $'!'/* #'+.3/'# ) D'!03 "(& M%*1"38 I$ 3# "6'!! 7(6()"/$ $0"$ BSNL6"# /"+.'&%$ ) D',"+$*'($ ) T'!'/*$,+.3&'!'.'! ,!"23(-J'!&$,+3."$'$'!'/*#8 S%1#'L%'($!23(B990#$0'$'!'/*#'/$+6"#,'('&%,12$0'G.'+(*'($ )+ P+3."$'3(.'#$*'($,$0'+')+' 3$ 1'/"*' ('/'##"+2 $ #',"+"$' $0' G.'+(*'($D# ,!3/2 63(- )+*O,'+"$3(# 63(-8 T0' G.'+(*'($ ) I(&3" /+,+"$3K'& $0' ,'+"$3(# 63(- )DT(O/$1'+0B, C000"(&("*'&3$ "#B0"+"$S"(/0"+N3-"*L3*3$'&>BSNL?8BSNL ,'+"$'# "# " ,%1!3/ #'/$+8MAIN SERVICES BEING PROVIDED BY BSNLBSNL ,+.3&'# "!*#$ '.'+2 $'!'/* #'+.3/', 06'.'+ )!!63(- "+' $0' *"3(T'!'/* S'+.3/'# 1'3(- ,+.3&'& 12 BSNL 3( I(&3":-B8 UNIVERSAL TELECOM SERVICES: F3:'& 63+' !3(' #'+.3/'# A 93+'!'##3(L/"! !,>9LL? %#3(-CDMAT'/0(!-2/"!!'&1)('"(&T"+"(-+'#,'/$3.'!28 BSNL 3# &*3("($ ,'+"$+ 3( J:'& !3('8 A# ( M"+/0 FB,C00G>'(&) J("(/3"! 2'"+? BSNL0"&GEM#0"+') J:'&"(&9LL,0('#8

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ON/'# >PCO#? # "# $ +'"/0 %$ $ $0' *"##'#8Products BSNL LANDLINES BSNL MOBILET POSTPAIDT PREPAIDT UNIFIED MESSAGINGT GPRSP9APPMMST DEMO#T TARIFFS BSNL 9LLS INTERNET SERVICEST NET9ORKT BROADBANDT 9I-FIT CO-LOCATION SERVICET BSNL 9EB HOSTINGT DIAL UP INTERNETT SMSA BULK SMSS BSNL BROADBANDS BSNL MANAGED NET9ORK SERVICESS BSNL MPLS-VPNS ISDNS LEASED LINES INTELLIGENT NET9ORKT FREE PHONE SERVICET PREMIUM RATE SERVICET INDIA TELEPHONE CARDT VIRTUAL PRIVATE NET9ORK >VPN?T VOICE VPNT UNIVERSAL NUMBERT UNIVERSAL PERSONAL NUMBERT TELE VOTINGS VIDEO CONFERENCINGS AUDIO CONFERENCINGS TELE@P TELEGRAPHS EPAB@T EPAB@T FREE EPAB@T CENTRE@S HVNETS INMARSATS TRANSPONDERPRFORMANCE APPRAISAL SYSTEM AT BSNLINTRODUCTION TO THETOPICHuman Resource (or personnel) management, in the sense of getting things done through people,is an essential part of every managers responsibility, but many organizations find it advantageousto establish a specialist division to provide an expert service dedicated to ensuring that the humanresource function is performed efficiently.4P',!'"+'%+*#$."!%"1!'"##'$53#"/!3/0U, 603/0(*'*1'+) "(2#'(3+*"("-'*'($ $'"* 6%!& &3#"-+'' 63$08 Y'$, $0' +'"!3$2 )+ *"(2 +-"(3K"$3(# "+'$0"$ $0'3+ ,',!' +'*"3( %(&'+ ."!%'&, %(&'+ $+"3('& "(& %(&'+%$3!3K'&8Performance ppraisal is the process of assessing the performance and progress of an employee ora group of employees on a given !ob and his " their potential for future development. #t consists ofall formal procedures used in the $or%ing organizations to evaluate personalities, contributions andpotentials of employees. PREFACEM"("-3(- 0%*"( +'#%+/'# 3( $&"2R# &2("*3/ '(.3+(*'($ 3# 1'/*3(- *+'"(& *+' /*,!': "# 6'!! "# 3*,+$"($8 R'/-(3$3( ) ,',!' "# " ."!%"1!' +'#%+/' 3( $0' +-"(3K"$3( 0"# !'& $ 3(/+'"#'# $+'( 3( '*,!2'' *"3($'("(/', ;1 #'/%+3$2, '$/M2 +'#'"+/0 ,+;'/$ &'"!# 63$0 4P'+)+*"(/' A,,+"3#"! "# /"++3'& %$ "$ B0"+$S"(/0"+N3-"*L$&8>BSNLK?58I($03#+',+$, I0".'#$%&3'& A'."!%"$'& $0','+)+*"(/' ",,+"3#"! ,+/'## "# 3$ 3# /"++3'& %$ 3( $0' /*,"(28T0' J+#$ #'/$3( ) *2 +',+$ &'"!# 63$0 " &'$"3!'& /*,"(2 ,+J!'8 I$ 3(/!%&'#$0' /*,"(2R# 03#$+2: 3$# "/$3.3$3'# "(& ,'+"$3(#, +-"(3K"$3("! #$+%/$%+','$/8 $03# #'/$3( "$$'*,$# $ -3.' &'$"3!'& 3()+*"$3( "1%$ $0' /*,"(2 "(&$0' ("$%+' ) 3$R# )%(/$3(3(-8T0' #'/(& #'/$3( &'"!# 63$0 ,'+)+*"(/' ",,+"3#"!8 I( $03# #'/$3(, I 0".'-3.'( " 1+3') /(/',$%"! ':,!"("$3( $ ,'+)+*"(/' ",,+"3#"!8 I$ /($"3(# $0'&'J(3$3(, ,+/'## "(& #3-(3J/"(/' ) ,'+)+*"(/' ",,+"3#"!8I($0'$03+'/$3() *2+',+$, I 0".'/(&%/$'&"+'#'"+/0#$%&2$'."!%"$' $0' ,+/'## ) ,'+)+*"(/' ",,+"3#"! "$ B0"+"$ S"(/0"+ N3-"* L$&8V$03# #'/$3( "!# /($"3(# *2 J(&3(-#, /(/!%#3(#, #%--'#$3(# "(& )''&1"/78T0' )+$0 "(& J("! #'/$3( ) $03# +',+$ /(#3#$# ) ':$+" 3()+*"$3( $0"$ I+'!"$'&$$0'*"3(/($'($#) $0'+',+$8 T0'#'"((':%+'3(/!%&'#*'-+",0# "(& &3"-+"*# +'!"$3(- $ $0' /*,"(2, -+",0# +'!"$3(- $ $0' +'#'"+/0#$%&2 "(& 3*,+$"($ &/%*'($# %,( 603/0 $0' ,+;'/$ 3# 1"#'&8 RATIONALE OF THESTUDYP'+)+*"(/' A,,+"3#"! 3# $0' 3*,+$"($ "#,'/$ 3( $0' +-"(3K"$3( $ '."!%"$'$0''*,!2''#,'+)+*"(/'8 I$0'!,#3(%(&'+#$"(&3(-$0''*,!2''#6+7/%!$%+', 3(.!.'*'($, "("$3#)"/$3(8 I$ 0'!,#$0'+-"(3K"$3(3(&'/3&3(-'*,!2''# ,+*$3(, $+"(#)'+, 3(/'($3.'#, ,"2 3(/+'"#'8 INTRODUCTION TO HUMAN RESOURCEMANAGEMENTH%*"( R'#%+/' >+ ,'+#(('!? *"("-'*'($, 3( $0' #'(#' ) -'$$3(- $03(-#&(' $0+%-0 ,',!', 3# "( '##'($3"!,"+$ ) '.'+2 *"("-'+R# +'#,(#313!3$2,1%$ *"(2 +-"(3K"$3(# J(& 3$ "&."($"-'%# $ '#$"1!3#0 " #,'/3"!3#$ &3.3#3($ ,+.3&' "( ':,'+$ #'+.3/' &'&3/"$'& $ '(#%+3(- $0"$ $0' 0%*"( +'#%+/')%(/$3( 3# ,'+)+*'& 'N/3'($!284P',!'"+'%+*#$."!%"1!'"##'$53#"/!3/0U, 603/0(*'*1'+)"(2#'(3+ *"("-'*'($ $'"*6%!&&3#"-+''63$08 Y'$, $0'+'"!3$2 )+ *"(2+-"(3K"$3(#"+'$0"$$0'3+,',!'+'*"3(%(&'+."!%'&, %(&'+$+"3('&"(&%(&'+ %$3!3K'&8T0'*"+7'$,!"/')+$"!'($'&, #73!!'&,',!'3#/*,'$3$3.'"(&':,'(#3.'8T"73(- ( ('6 #$"= /"( 1' &3#+%,$3.' $ ':3#$3(- '*,!2''#8 A!#, 3$ $"7'# $3*'$&'.'!,W/%!$%+"! "6"+'('##R, ,+&%/$P,+/'##P+-"(3K"$3(7(6!'&-'"(& ':,'+3'(/' )+ ('6 #$"= *'*1'+#8FUNCTIONS OF HUMAN RESOURCE MANAGEMENT&ollo$ing are the various functions ofHuman Resource 'anagement thatareessential fortheeffective functioning of the organization().Recruitment*.+election,.#nduction-.Performance ppraisal../raining 0 1evelopmentRECRUITMENT/he process of recruitment begins after manpo$er re2uirements are determined in terms of 2ualitythrough !ob analysis and 2uantity through forecasting and planning.SELECTION/he selectionis the process of ascertaining$hether or not candidates possess the re2uisite2ualifications, training and experience re2uired.INDUCTIONa)#nductionisthetechni2ueby$hichane$employeeisrehabilitatedintothechangedsurroundings and introduced to the practices, policies and purposes of the organization.WHAT IS PERFORMANCE APPRAISAL?Performance ppraisal is defined as the process of assessing the performance and progress of anemployee or a group of employees on a given !ob and his " their potential for future development.#t consistsofall formalproceduresusedin$or%ingorganizationsandpotential ofemployees.ccording to &lippo, 3Performance ppraisal is the systematic, periodic and an important rating ofan employees excellence in matters pertaining to his present !ob and his potential for a better !ob.4CHARACTERISTICS).Performance ppraisal is a process.*.#t is the systematic examination of the strengths and $ea%ness of an employee in terms ofhis !ob.,.#t is scientific and ob!ective study. &ormal procedures are used in the study.-.#t is an ongoing and continuous process $herein the evaluations are arranged periodicallyaccording to a definite plan.../he main purpose of Performance ppraisal is to secure information necessary for ma%ingob!ective and correct decision an employee.PROCESS/he process of performance appraisal().5stablishing performance standards*.6ommunicating the +tandards,. 'easuring Performance-. 6omparing the actual $ith the standards.. 1iscussing the appraisal 7./a%ing 6orrective ctionLIMITATIONS).5rrors in Rating*.8ac% of reliability,.9egative approach-.'ultiple ob!ectives..8ac% of %no$ledge METHODS OF PERFORMANCE APPRAISAL/he foregoing list of ma!or program pitfalls represents a formidable challenge, even consideringthe available battery of appraisal techni2ues. :ut attempting to avoid these pitfalls by doing a$ay$ith appraisals themselves is li%e trying to solve the problems of life by committing suicide. /hemorelogical tas%istoidentifythoseappraisal practicesthat are(a) most li%elytoachieveaparticular ob!ective and (b) least vulnerable to the obstacles already discussed.:efore relating the specific techni2ues to the goals of performance appraisal stated at the outset ofthe article, # shall brieflyrevie$each, ta%ingthemmore or less inanorder of increasingcomplexity./he best;%no$n techni2ues $ill be treated most briefly.ESSAY APPRAISAL #nits simplest form, this techni2ueas%s therater to$riteaparagraphor morecoveringanindividualC? CONCLUSIVE RESEARCH DESIGN:6onclusive Research +tudies are more formal in nature and are conducted $ith a vie$ to elicitingmore precise information for purpose of ma%ing mar%eting decisions./hese studies can be either(a) 1escriptive orb) 5xperimental/hus, it $as mix of both the tools of Research 1esign that is, 5xplorative as $ell as 6onclusive.SAMPLING PLAN:+ample +ize I .F 5mployees+ample rea I :+98 1haramshala, Himachal Pradesh

1uration I /$o ()) 'onth. DATA COLLECTIONData Sourc!:i. +econdary 1ata through #nternet ii. Primary 1ata through Huestionnaire FINDINGS AND ANALYSISE"#$o%! O#&'&o' a! to t( Pur#o! o) Pr)or"a'c A##ra&!a$Pr)or"a'c !ta'*ar*! + %ar*!t&c,! ?ptions ResponseJes K-9o )7 A-ar'!! o) tc('&.u o) Pr)or"a'c A##ra&!a$ /&'0 )o$$o-* at 1SNL a"o'0 E"#$o%! ?ptions ResponseJes L*9o *K Nu"/r o) E"#$o%! /&'0 a##ra&!* *ur&'0 t(&r !r2&c #r&o*?ptions ResponseJes 7K9o ,* E"#$o%!3 o#&'&o' a! to t( #r!'t a##ra&!a$ !%!t" ?ptions Responses (in E)&ully +atisfied *+atisfied *-6ant +ay --1issatisfied ,FE"#$o% #rc#t&o' a! to t( )r.u'c% o) a##ra&!a$ O#t&o'! R!#o'! 4&' 56?nce 1uring /he +ervice Period*6ontinuous M*9ever F6ant +ay 7I) co't&'uou! a##ra&!a$ 7 -(at !(ou$* / t( 0a# /t-' t-oa##ra&!a$ #r&o* O#t&o'! R!#o'! 4&' 56Huarterly *FHalf Jearly --Jearly ,7Ho- Pr)or"a'c A##ra&!a$ a))ct! t( #ro*uct&2&t% o) t( "#$o%! Mot&2at* I'*&))r't D"ot&2at*8 F*/ac, ,K )* ;9F*/ac, )* )F *K Nutra$ *- *) . W(o !(ou$* *o t( a##ra&!a$? O#t&o'! R!#o'! 4 &' 5 6+uperior *-Peer F+ubordinate F+elf ppraisal K6onsultant -ll of the above -K+uperior N Peer )7 .Do! a##ra&!a$ ($# &' #o$&!(&'0 !,&$$! a'* #r)or"a'c ara? O#t&o'! R!#o'! 4 &' 5 6 Jes L- 9o )F +ome$hat )7#f theprocessof appraisal does not leadtotheimprovement of thes%ills andproficiency of the employees, the very purpose of appraisal becomes illogical. #nthe survey conducted it $as observed that nearly L- E of the respondents agree thatPerformance ppraisal does leads to polishing the s%ills of the employees. 9early)F E of the respondents vie$ that it does not serve this purpose and around )7 E$ere not able to respond as to $hether it serve any such purposes or not.Do! #r!o'a$ /&a! cr#!9&' -(&$ a##ra&!&'0 a' "#$o%? O#t&o'! R!#o'! 4 &' 5 6Jes K*9o )K #n the process of appraising, both the parties are human being, that is, the one $hois being apprised and the other $ho is appraising. /hus, there bound to besub!ectivity involved, be it an ob!ective $ay of appraising./hus, $hen as%ed from among the sample size of .F respondents, as huge as K* Erespondended that personal bias do creep in $hile appraising an individual. Hence,it is inevitable to say that personal li%ings do not come in the process of appraisal. #tistheextentto$hichtheappraisermanagesitsothat itdoesnotbecomeverypartial and bias. I) 0&2' a c(a'c: -ou$* "#$o%! $&, to r2&- t( curr't a##ra&!a$Tc('&.u ?O#t&o'!R!#o'! 4 &' 5 6 Jes L* 9o - 6ant +ay *-A##ro#r&at "t(o* o) co'*uct&'0 t( #r)or"a'c a##ra&!a$O#t&o'! R!#o'! 4 &' 5 6Ran%ing 'ethod )*Paired 6omparison F6ritical #ncidents *F':? .Kssessment 6entre -,7F degree 7Do! #r)or"a'c a##ra&!a$ $a*! to &*'t&)&cat&o' o) (&**' #ot't&a$ O#t&o'! R!#o'! 4 &' 5 6 Jes M7 9o - LIMITATIONS OF THESTUDYA )'6 !3*3$"$3(# "(& /(#$+"3($# /"*' 3( 6"2 ) /(&%/$3(- $0' ,+'#'($ #$%&2,%(&'+ 603/0 $0' +'#'"+/0'+ 0"& $ 6+7 "+' "# )!!6#: X A!$0%-0 "!! "$$'*,$# 6'+' *"&' $ *"7' $03# "( 1;'/$3.'#$%&2, 13"#'# ( $0' ,"+$ ) +'#,(&'($# *3-0$ 0".' +'#%!$'& 3(#*' #%1;'/$3.3$28 X T0%-0, ( '=+$ 6"# #,"+'& $ *"7' $0' #$%&2 *#$"//%+"$' "(& %#')%!, $0' 4#"*,!' S3K'5 #'!'/$'& )+ $0' #"*'*"2 ($ 1' $0' $+%' +',+'#'($"$3.' ) $0' C*,"(2, +'#%!$3(- 3(13"#'& +'#%!$#8 X T03# 1'3(- $0' *"3&'( ':,'+3'(/' ) $0' +'#'"+/0'+ )/(&%/$3(- #$%&2 #%/0 "# $03#, $0' ,##313!3$2 ) 1'$$'+ +'#%!$#,%#3(- &'','+ #$"$3#$3/"! $'/0(3L%'# 3( "("!2K3(- "(&3($'+,+'$3(- &"$" *"2 ($ 1' +%!'& %$8SUGGESTIONSANDCONCLUSIONA)$'+ 0".3(- "("!2K'& $0' &"$", 3$ 6"# 1#'+.'& $0"$ ,+"/$3/"!!2 $0'+'6"# ( ",,+"3#"! 3( $0' +-"(3K"$3(8 T 1' "( '='/$3.' $!, 3$ 0"# $1' ( $0' /($3(%%# 1"#3#8 T03# 3# $0' $03(- $0"$ 0"# 1''( *'($3('&$3*'"(&"-"3(3($0'+',+$, "#, 3($0'"1#'(/') /($3(%3$2, 3$1'/*'# " +'&%(&"($ ':'+/3#'8 B')+' "/$%"!!2 &'/3&3(- &+")$3(- 60"$#0%!& 1' $0' 73(&) ",,+"3#"!$0' )!!63(- $03(-# #0%!& 1' $"7'(/"+' ):B8 T0'.'+2/(/',$),'+)+*"(/'",,+"3#"! #0%!&1'*"+7'$'&$0+%-0%$ $0' +-"(3K"$3(8 U(!'## $03# 3# &(', ,',!' 6%!& ($"//',$ 3$, 1' 3$ 06 3*,+$"($ $ $0' +-"(3K"$3(8C8T *"+7'$ #%/0 " /(/',$, 3$ #0%!& ($ #$"+$ "$ 1$$*, 3(#$'"& 3$#0%!&1'#$"+$'&12$0'3(3$3"$3.') $0'$,*"("-'*'($8 T03#6%!& 0'!, 3( ,'+/!"$3(- &6( $0' /(/',$ $ $0' "&."($"-' ) "!!,603/0 3(/!%&'# $0' $, *"("-'*'($ "# 6'!! "# $0#' 1'!6 $0'*8T03# *'"(# $0"$ $0' $, *"("-'*'($ 0"# $ $"7' " 6'!/*3(- "(&,#3$3.' ",,+"/0 $6"+ $0' /0"(-' $0"$ 3# 3($'(&'& $ 1'1+%-0$8F8F%+$0'+, "$ $0' $3*' ) /(J+*"$3( "!#, $0' ",,+"3#"! )+* #0%!&($ !'"& $ &%,!3/"$3( ) "(2 3()+*"$3(8 I(#$'"&, &'$"3!'&",,+"3#"! ) $0''*,!2''R# 6+7 *%#$ 1'&('< 603/0*%#$3(/+,+"$'#1$0$0'6+7+'!"$'&"#6'!! "#$0'$0'+,'+#("!"$$+31%$'# $0"$ "+' 3*,+$"($ )+ 6+7 ,'+)+*"(/'848 I$#0%!&1'($'&$0"$ $0'",,+"3#"! )+* )+'"/0;1,#3$3(#0%!&1'&3='+'($"#'"/0;10"#&3='+'($7(6!'&-'"(I!!+'L%3+'*'($#8 T0'+'#0%!&($ 1'"/**(",,+"3#"! )+*)+'.'+2 ;1 ,#3$3( 3( $0' +-"(3K"$3(8H8T0' ;1 "(& +!' ':,'/$'& )+* $0' '*,!2''# #0%!& 1' &'/3&'&6'!! 3( "&."(/' "(& $0"$ $ 63$0 $0' /(#'(#%# 63$0 $0'*8 E8 A('%$+"! ,"('! ),',!'#0%!&&$0'",,+"3#"! "(&$".3%1;'/$3.3$2 $ " *"+7'& ':$'($, 1;'/$3.' *'$0 #0%!& 1''*,!2'& 0".3(- L%"($3J"1!' &"$"8G8T0' $3*' ,'+3& )+ /(&%/$3(- $0' ",,+"3#"! #0%!& 1' +'.3#'&, #$0"$ $0' ':'+/3#' 1'/*'# " /($3(%%# ,0'(*'((888 T+"(#,"+'(/2 3($$0'#2#$'*#0%!&1''(#%+'&$0+%-0$0'&3#/%##3("1%$$0''*,!2''R#,'+)+*"(/'63$0$0''*,!2''/(/'+('& "(& $+23(- $ J(& %$ $0' -+'2 "+'"# # $0"$ $+"3(3(- /"(1' 3*,!'*'($'& $ 3*,+.' ( $0"$8I&'"!!2 3( $0' ,+'#'($ &"2 #/'("+3, ",,+"3#"! #0%!& 1' &(', $"73(-$0' .3'6# ) "!! $0' /(/'+('& ,"+$3'# 60 0".' #*' 1'"+3(- ($0''*,!2''8 B%$, #3(/'"/0"(-'3($0'#2#$'*3#+'L%3+'&, 3$/"(($ 1' " &+"#$3/ ('8 I$ %-0$ $ 1' -+"&%"! "(& " /0"(-' 3( $0'*3('$ ) 1$0 $0' '*,!2''# "(& $0' 0'"& 3# +'L%3+'&8

QUESTIONNAIREFOR PERFOMANCEAPRASIALB8 S%--'#$3(# "(& .3'6#ZZZZZZZZZZZZZ8888888888888888888888888888888ZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZZ T0"(7 2%, D"$' --P--P--