Suppose you are a human resource professional helping to improve the performance management system of a company
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Then, if the problem is not resolved over the phone, 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 center 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 electronic monitoring.
a. How would you expect the employees to react to the electronic monitoring? How might the organization address the employees' concerns?
b. Besides productivity in terms of number of calls, what other performance measures should the performance management system include?
c. How should the organization gather information about the other performance measures?
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Related Book For
Fundamentals of human resource management
ISBN: 978-0073530468
4th edition
Authors: Raymond A. Noe, John R. Hollenbeck, Barry Gerhart, Patrick M
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