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

question 102

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 for Shannon's sales management team would most likely be:

• A) rank order.
• B) trait based.
• C) outcome based.
• D) behavioral based.

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Definitions:

Unproductive

Not producing or able to produce large amounts of goods, services, or results.

Discrepancy

The difference or inconsistency between two or more elements, such as expectations and reality.

Nonverbal Communication

The transmission of messages or signals through a non-linguistic means, such as body language, facial expressions, gestures, and posture.

Cathartic Release

A psychological concept where expressing or letting out emotions is believed to provide relief from emotional distress.