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Employee
Performance
Performance
Appraisal Determine purpose of appraisal
$
Train raters
Evaluate Performance
Supervisors
Peers
Subordinates
Customers
Self
Determine who will evaluate performance
Select appraisal methods
Decision 1: Focus of
the appraisal
dimensions
Competency-focused
*knowledge, skills, abilities*
Report writing
Driving
Public speaking
Knowledge of the law
Decision-making
Leadership
Select appraisal methods
Decision 1: Focus of
the appraisal
dimensions
Task-focused
*organized by similarity of tasks*
Crime prevention
Use of vehicle
Training Facilitation
Payroll Processing
Administrative Tasks
Select appraisal methods
Decision 1: Focus of
the appraisal
dimensions
Trait-focused
Honesty
Courtesy
Reponsibility
Dependability
Assertiveness
Cooperation
Select appraisal methods
Decision 1: Focus of
the appraisal
dimensions
Goal-focused
* based on goals to be
accomplished by employee *
Select appraisal methods
Decision 1: Focus of
the appraisal
dimensions
Contextual Performance
* effort to get along w/ others, to
improve the orgnanization,
performance of tasks that
are needed but not necessarily
in the JD *
Select appraisal methods
Decision 1: Focus of
the appraisal
dimensions
Position Title: Customer Service Representative
Work Activities:
Customer Care
• Answers incoming phonecalls from customers
• Addresses customer concerns when applicable
• Refers customers to appropriate department when needed
a) employee comparisons
• rank order
• paired
comparisons
• forced distribution
b) objective measures
ex: quantity of work, quality of work,
attendance, safety
Select appraisal methods
Decision 3: Use of...
c) Ratings of Performance
c) ratings
answers incoming phone • answers phone calls within All customers’ concerns
calls from customers three rings or less are addressed within five
• voice is clear & easy to days after phone call
understand
• provides feedback after
addressing concern
Select appraisal methods
Decision 3: Use of
c) ratings
Dimension:
Customer Care BEHAVIORS RESULTS
answers incoming phone • answers phone calls within All customers’ concerns
calls from customers three rings or less are addressed within five
• voice is clear & easy to days after phone call
understand
• provides feedback after
addressing concern
Select appraisal methods
Decision 3: Use of
c) ratings
Type of Performance
Dimension
Poor Excellent
Knowledge
Employee Relations
Accuracy of Work
Evaluate Performance
4. Contrast Errors
– performance rating a person receives can be influenced
by the performance of a previously evaluated person
- may also occur between separate performance
evaluations of the same employee
- assimilation (new supervisor rates employee based on
previous appraisal)
Evaluate Performance
• Sampling problems
* recency effect
* infrequent observation