Marilyn Is the Department Head for a Large Call Center

question 103

Multiple Choice

Marilyn is the department head for a large call center and is responsible for conducting quarterly performance evaluations on her employees. While a good portion of the evaluation is based on areas such as friendliness, punctuality, and customer ratings, roughly half of the appraisal is based on call volume and the conversion of callers to customers. An employee's evaluations are used to determine quarterly raises. Algemar and Nick both work for Marilyn. Marilyn feels that she is a mentor for Nick while she feels that she simply inherited Algemar from another department; thus, Marilyn sometimes strikes from Nick's call records customers who are extremely difficult or perhaps too set against buying the product. For the last quarter, Marilyn awarded Nick a raise while she did not award one to Algemar. Marilyn's awarding Nick a raise based on his evaluations could best be called ________.

• A) politicking
• B) unethical politicking
• C) identity management
• D) self-serving
• E) All are logical responses.

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Definitions:

Passive Measure

A Passive Measure is a method of assessing or collecting information without actively engaging with the subject, often relying on observation or analysis of existing data.

Activity-based Measure

An approach to measuring work and performance focusing on specific activities and their efficiency.

Training Completion

The process of successfully finishing a specified training program or course of study.

Strategic HR Planning

The process of identifying current and future human resources needs to achieve an organization's goals.