Additional Case 7.1 Shannon Is the CEO of a Firm That Provides High-Tech

question 87

Multiple Choice

Additional Case 7.1
Shannon is the CEO of a firm that provides high-tech service support to other small businesses. He plans to revise the performance appraisal system to align it more closely with company goals. The tailored program should be fair and ethical and should produce consistent results.
Shannon wants service employees to work together to maximize service quality. Since the sales force has not been particularly aggressive, sales are lagging. Shannon believes that profits and customer satisfaction will increase if sales people start providing after-sale service to customers.
In the past, Shannon's sales managers have been receiving the same raises, regardless of their effectiveness. Now, Shannon wants to identify and reward the best-performing managers. By comparing managers across functions, Shannon believes he will be able to identify workers who are ready for more challenging responsibilities.
-Refer to Additional Case 7.1.The best appraisal system to enhance cooperation among service personnel would most likely be a:

• A) trait-based appraisal system.
• B) behavioral appraisal system.
• C) relative judgment process.
• D) self-review tool.

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Definitions:

Direct Labor

The expenditure on the pay of staff members directly participating in the production of goods or delivery of services.

Production Department

A division within a manufacturing company responsible for the actual production of goods.

Prior Department

Refers to the earlier stage or department in a production process or organizational structure that precedes the current focus point.

Partially Processed Product

Items that have undergone some stages of the production process but are not yet completed.