Question 2 (5 points) (Chapter 7) You are a human resources professional helping to improve the performance management system of a company that sells and services office equipment. The company operates a call centre, taking calls from customers who are having problems with their equipment. Call centre employees are supposed to verify the problem is not one the customer can easily handle (e.g. unplugged equipment). When unresolved problems occur, the employees arrange for service technicians to visit the customer. The company can charge the customer only if a service technician visits, so performance management of the call centre employees focuses on productivity - how quickly they can complete a call and move on to the next caller. To measure this performance efficiently and accurately, the company uses employee monitoring A. Identify 3 concerns that employees may have, in reaction to the monitoring. How might the organization address each of these concerns (3 marks)? B. Besides productivity in terms of number of calls, identify 4 other performance measures that management should include in the performance management system (2 marks)