EFFECTIVENESS OF PERFORMANCE APPRAISAL SYSTEM OF STARBUCKS SUPPORT CENTER IN BUENDIA, MAKATI CITY

Abstract

This study evaluates the effectiveness of the performance appraisal system implemented at the Starbucks Support Center in Buendia, Makati City. Specifically, it examines the system's role in supporting career advancement, enhancing employee performance, and aligning with the company's core values. Given the critical role that performance appraisals play in fostering employee engagement and productivity, the focus of the study is to determine how effectively the current system meets these organizational goals. The researchers employ a descriptive quantitative research design to assess the performance appraisal system's effectiveness. Data are gathered through a structured survey completed by 231 employees across various departments. The collected data are analyzed using statistical tools such as weighted mean, frequency distribution, and the Kruskal-Wallis H-test to identify trends and significant differences in perception based on job position, length of service, and educational attainment. The findings reveal that employees generally perceive the appraisal system positively, particularly in terms of dependability (M = 3.64) and alignment with the company's mission and vision (M = 3.62). However, statistical analysis indicates variations in perceived job competence, dependability, mission alignment, and customer service based on job position and length of service. Notably, issues such as poor communication (reported by 51 employees), limited opportunities for career progression (42 employees), and inconsistent feedback (40 employees) emerged as areas of concern. These results suggest that while the appraisal system upholds key organizational values, there are critical areas requiring improvement to ensure equity and effectiveness across all employee groups. This study concludes that the current performance appraisal system has strengths in promoting organizational alignment and reliability but also reveals gaps that hinder its full effectiveness. In response, the researchers propose an enhancement plan titled “Bridging the Gap: Enhancing Performance Appraisals for Growth and Development,” which includes initiatives such as mentorship programs, real-time feedback mechanisms, and structured career planning. These recommendations aim to support human resource professionals in refining performance evaluation practices to better support employee growth and organizational success.