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

question 72

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.Shannon's first step in developing the new performance appraisal system is to:

• A) identify the performance dimensions to measure.
• B) identify the performance appraisal tool(s) he wants to use.
• C) develop the performance management process he will use.
• D) communicate the changes in the program to the employees.

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Definitions:

Complicit

Being involved with others in an illegal activity or wrongdoing.

Factory Demand

The need or desire for manufactured goods, influencing production levels in factories.

Slave Trading

The act of buying and selling human beings for the purpose of forced and unpaid labor, a practice notably prevalent in the transatlantic slave trade until the 19th century.

Upper South

A term referring to the northern part of the Southern United States, characterized by a mix of agriculture and industrialization, especially prior to and during the Civil War.