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.The best appraisal system for Shannon's sales management team would most likely be:
A) rank order.
B) trait based.
C) outcome based.
D) behavioral based.

Question

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.The best appraisal system for Shannon's sales management team would most likely be:
A) rank order.
B) trait based.
C) outcome based.
D) behavioral based.

Quizplus · Accepted Answer

Outcome-based performance appraisal system would be the best choice for Shannon's sales management team. This is because Shannon wants to identify and reward the best-performing managers based on their effectiveness in achieving the company's goals of maximizing service quality and increasing sales. An outcome-based system focuses on the results achieved by an employee, rather than their behaviors or traits. This would help Shannon identify the best-performing sales managers who are ready for more challenging responsibilities. Moreover, an outcome-based system would align with Shannon's goal of producing consistent results that are aligned more closely with company goals.

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