Establishing a new performance system to help employees provide better customer service

Question 5.

Imagine that a pet supply store is establishing a new performance system to help employees provide better customer service. Management needs to decide who should participate in measuring performance of each store’s salespeople. from what resources should the store gather information? Why? (LO 10-5)

Question 6.

Would the same sources be appropriate if the store in question 5 used the performance appraisals to support decisions about which employees to promote? Explain. (LO 10-6)

Question 7.

Suppose you were recently promoted to a supervisory job in a company where you have worked for two years. You genuinely like almost all your co-workers who now report to you. The only exception is one employee, who dresses more formally than the others and frequently tells jokes that embarrass you and the other workers. Given your preexisting feelings for the employees how can you measure their performance fairly and effectively? (LO 10-7)

Question 8.

Continuing the example in question 7, imagine that you are preparing for your first performance feedback session. You want the feedback to be effective–that is, you want the feedback to result in improved performance. List five or six steps you can take to achieve your goal. (LO 10-7)