Additional Case 7.2 Shannon Is the CEO of a Firm That Provides High-Tech

question 32

Multiple Choice

Additional Case 7.2
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 7.2.Madeline's evaluation of Juan most likely suggests that she:

• A) faces legal issues.
• B) has actor/observer bias.
• C) has a political agenda.
• D) needs frame-of-reference training.

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Definitions:

Manufacturing Overhead

All indirect costs associated with the production process, including utilities, rent, and salaries of support staff.

Period Costs

Period costs are expenses that are not directly tied to production activities and are expensed in the period they are incurred; examples include administrative salaries and marketing costs.

Value Chain

The series of activities and processes that a company performs to add value to its product or service, from raw materials to final product delivery.

Management Functions

Fundamental tasks carried out by managers to achieve organizational goals, typically including planning, organizing, leading, and controlling.