Additional Case 7.1

question 36

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.What perspective of the performance appraisal process does Shannon most likely have?

Definitions:

Internal Change Agents

Individuals within an organization who promote and facilitate change efforts, often by encouraging innovation and adaptation to new processes or cultures.

External Change Agents

Individuals or entities outside of an organization who are brought in to facilitate, drive, or implement change within the organization, often to improve performance or address specific challenges.

Adaptability

The ability to adjust oneself readily to different conditions, environments, or scenarios, crucial for both personal development and organizational agility.

Managing Resistance

The process of recognizing, understanding, and addressing opposition or reluctance among individuals or groups when changes are implemented.