AI and machine learning are transforming performance management, making it more transparent and data-driven. At PNG Jewellers, these technologies enhance fairness and insights, but human judgment remains at the core of employee growth

For Priyanka Vanjari, Head of HR and CRM, PNG Jewellers, technology is an enabler and can assist with data and insights. However, performance management will always remain a human-centric process. “Leveraging these insights to help individuals grow requires empathy and a personalised approach.”

Introducing AI-driven tools, says Priyanka, aims to further refine our incentive and growth tracking mechanisms. “While some of this technology is already available, it will continue to mature, making performance management more dynamic, transparent, and effective in the years to come,” shares Priyanka.

An evolving approach to performance management 

When PNG Jewellers began its journey of performance management, it was still a new concept in the jewellery industry," shares Priyanka. "We started with simple metrics like sales targets and service levels. Over time, we adopted structured frameworks such as the balanced scorecard and the bell-curve method for evaluation."

As the system matured, PNG Jeweller worked on MBO and completely moved away from the forced distribution method. “Today, everything is online, ensuring evaluations are not based on one particular performance parameter but reflect an employee’s performance over the entire year.”

According to Priyanka, they have also moved from once-a-year feedback to continuous feedback. “This shift was a gradual, well-planned process while maintaining employee trust and understanding. This systematic approach proved extremely effective for us when we got into the process of being a listed company.”

Importantly, the transition also involved educating employees to reduce the anxiety around performance management. “This shift helped employees see performance management as an enabler of success—allowing them to achieve more, earn better incentives, and grow in their careers. It has been pivotal to our evolution,” says Priyanka.

Keeping employees motivated to avoid burnout

Considering long working hours in the retail business and less time for families, PNG Jeweller prioritises building a culture that fosters personal happiness and a sense of belonging.

“We celebrate every festival together, enabling each of us to have shared happiness,” says Priyanka. Additionally, her organisation takes well-being seriously and conducts monthly health sessions that address both physical and mental health. “Thanks to our people approach that helped us get certified as a Great Place To Work in India three years in a row.”

In addition to rewards and recognition, PNG Jewellers encourages employees to push beyond their current achievements and aspire for more through its incentive scheme. The company prioritises internal growth, offering leadership development programs and internal hiring for higher positions across all hierarchies. Employees are supported through structured development programs that equip them for leadership roles, ensuring a clear path for career advancement.

Supporting managers to set SMART (Specific, Measurable, Achievable, Relevant, Time-bound) goals for employee development

Priyanka emphasises equipping managers through training programs, especially for first-time candidates. She mentions that transitioning from an individual contributor to a people manager requires understanding and adapting to the diverse personalities within a team.

Priyanka views HR as facilitators, helping managers set measurable, achievable goals for their teams. “We also train them on providing constructive feedback, a critical skill for driving performance. Our participative and mentoring approach ensures senior leaders pass on their experience to the next level, creating a consistent feedback culture across the hierarchy.”

To groom supervisors to manager level PNG Jeweller offers retail training programs, named ‘Utkarsh’ (Prosperity, Advancement) and ‘Shashwat’ (Long Lasting, Sustainable), which groom managers to area manager level. These leadership development programs are conducted online and offline for all managers working in retail, BEO, and corporate functions.

Growth as the core of performance management

At PNG Jewellers, managers are trained not only to assess performance but also to evaluate potential. “Through structured feedback and targeted development programs, we ensure that employees not only meet their goals but also prepare for future opportunities—creating a continuous cycle of improvement,’ explains Priyanka.

“This dual focus on recognition and growth keeps our team motivated, engaged, and invested in their long-term success,” she adds.

Tracking performance management and ensuring success

The foundation of effective performance management lies in setting clear, achievable goals. Unrealistic targets can demotivate employees from the start. Priyanka informs that they use trend analysis and a data-driven approach to define goals and monitor progress.

“Regular structured meetings, one-on-one conversations, and software tools are integral to our tracking process. We conduct half-yearly reviews to identify areas needing improvement and course-correct in real-time. Additionally, we incorporate informal peer feedback through a 180-degree mechanism to gather diverse perspectives. This holistic approach helps us track progress effectively while fostering continuous improvement.”

This holistic approach fosters continuous improvement while ensuring that evaluations reflect an employee’s overall performance rather than recent events. “Looking ahead, we aim to integrate AI for real-time data tracking and actionable insights, further enhancing our performance management system,” she adds.

Managing performance in a distributed workforce

While they don’t have a fully remote workforce, they have employees spread across different locations in the state. Managing them requires a system-driven approach.

“To maintain consistency, we have implemented Standard Operating Procedures (SOPs) that leave little room for deviation. During the first review, both HR and managers collaborate to address any training gaps and ensure alignment with processes.”

To motivate and retain the employees, PNG Jewellers ensures equal access to internal growth opportunities and development programs for its employees, reinforcing their connection to the organisation’s goals and culture.