You have also been receiving complaints from the customer service employees that their ratings seem inaccurate and inconsistent. These employees feel the criteria of assessing the performance are not fully aligned to their goals. You are worried that this may lead to the issue
of higher turnover of the customer service employees and the organization may lose quality employees if these issues are not addressed. Therefore, you have been assigned with the task of designing and implementing a new rater training program for your supervisors in order to rectify these issues.
Using the previous scenario, provide a critical discussion for the reasons why rater errors may be occurring while evaluating customer service employees. Critically analyze the need for the alignment of organizational goals with employee goals and the performance management system. Recommend a suitable rater training program for your supervisors. Include the benefits of the recommended method in order to justify this choice and to highlight the importance of aligning organizational goals with an appropriate strategic measurement method.
Your well-written paper should meet the following requirements:
- Be 4-5 pages in length, which does not include the title page, abstract, or required reference page, which are never a part of the content minimum requirements.
- Use Saudi Electronic University academic writing standards and APA style guidelines.
- Support your submission with course material concepts, principles, and theories from the textbook and at least two scholarly, peer-reviewed journal articles.
Couturier, J., & Sklavounos, N. (2019). Performance dialogue: A framework to enhance the effectiveness of performance measurement systems. International Journal of Productivity and Performance Management, (4), 699.
Jha, S., & Jha, S. K. (2018). Effectiveness of performance management system. Indian Journal of Industrial Relations,Ã‚ 54(1), 79Ã¢â‚¬â€œ93.
Teeroovengadum, V., Nunkoo, R., & Dulloo, H. (2019). Influence of organisational factors on the effectiveness of performance management systems in the public sector. European Business Review, (3), 447.
Viorica, F., & Emanoil, M. (2018). Efficient communication in terms of organization’s mission and objectives. Annals of ‘Constantin Brancusi’ University of Targu-Jiu. Economy Series, (2), 84-91.
ISO. & IAF. (2016). Internal Communication. Retrieved from http://www.gsprogress.us/images/pdf/Accreditation_Auditing_Practices_Group_2015/APG-InternalCommunication2015.pdf