P.C. Programs Inc. produces software for individual users and small businesses. Rita Morgan manages the customer hotline department for the firm and is responsible for answering customer questions related to software products produced by all divisions of the firm. For purposes of promoting goal congruence, which of the following would be the least appropriate measure of her performance?
A) Average time to provide an answer or solution to a customer.
B) Number of calls to the hotline for each new release of software.
C) Average time a customer is on hold.
D) Number of customer complaints due to incorrect responses given to customers.

Question

Quizplus · Accepted Answer

The number of calls to the hotline for each new release of software is the least appropriate measure of Rita Morgan's performance because it is more indicative of the quality of the software or the clarity of the user manuals than of her performance in managing the customer hotline department. The other options (A, C, D) directly relate to the efficiency and effectiveness of the customer service provided under her management.

PC Programs Inc