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CLOSING CASE evaluation process. HOW UPS DELIVERS OBJECTIVE PERFORMANCE APPRAISALS Jermining whether a supervisor is using enough Before PDAs drivers and supervisors were activity during the employee review is one of the forced to memorize these instructions or put noles est difficult aspects of any company's employee in their back pocket, but since the data is transmit led electronically, they can simply plug the PDA into With this in mind, the United Parcel Service ps based in Washington D.C., is deploying their PC and it automatically uploads the informa- tion to the PC. ersonal digital assistants (PDAs) to its supervisors use in onroad driver evaluations. The PDAs are "The use of PDAs eliminates paperwork, makes the rides more consistent and complete, improves equipped with proprietary software that standard- that standard the accountability of UPS supervisors and also in izes the evaluation process, helping to ensure that nach driver review is as objective as possible. creases the professionalism for the group, Collagee Our supervisors do ride alongs to see if the says. "This is going to become a way of life for UPS supervisors." driver is following procedures and adhering to our The PDAs also identify training needs, which will health and safely policies, says Cathy Callagee, be particularly helpful to new drivers who might need vice president of applications development for additional safety training. "Our obiective is to have UPS's operations portfolio. "But this is problematic drivers follow procedures that will help make their because supervisors have to write notes on paper, job safer, (make them] more efficient and provide then bring their notes back to the office and type better service for customers," Callagee says. "From them into reports." a workforce perspective, the use of PDAs will make Paper is eliminated with the help of PDAs, which training easier so we can accomplish these goals. display a series of checklists for the supervisor to use For Discussion during the evaluation. The checklists guide the su- 1. Would Jeffrey Pfeffer be likely to call UPS a pervisors through a list of duties the driver should be performing. The supervisor simply checks off each people-centered company? Why or why not? duly as the driver completes it. Additionally, the 2. Which one (or what combination) of the checklists are uniform across the UPS network, so performance appraisal techniques discussed in each driver receives the same evaluation, regard this chapter is UPS using Explain. less of who is conducting the review. 3. How would you rate the legal defensibility of The new PDAs also are helpful for supervisors UPS's driver evaluation program? Explain. because they serve as a remote office, allowing supervisors to receive e-mail and check the status 4. From an ethical standpoint, there is a thin line of other activities while they are on the road with between supervision and snoopervision." In drivers. Currently, UPS has 1,400 PDAs in the field, your opinion, has UPS crossed that line? Explain. with plans to deploy an additional 600 this year. 5. How could UPS improve its driver evaluation "Supervisors can now electronically write how program? their drivers are doing and if they are following pro- cedures," Callagee says. "If not, the supervisor can Source: From Gail Johnson, "Online Objectivity," Training. 41 bring the applied methods right up on the PDA and Uuly 2004): 18. OVNU Business Media, Inc. Reprinted with walk the driver through it." permission