Question

    Geetika is a supervisor at a call centre. She monitors

    her employees' calls and keeps a record for each employee of times when they provided exceptional customer service as well as when service was not helpful or substandard. Which performance appraisal method is she using? Read the following passage and answer the next 4 question (Q11-Q14) From the beginning and through the career, you need to know how good you are in terms of particular fields of activity. It is difficult to give yourself an objective evaluation. Performance appraisal system is a useful management tool which helps to gain feedback, review and estimate whether the performance is effective and discuss what needs to be done for it to become so. Performance Appraisal is the systematic evaluation of the performance of employees and to understand the abilities of a person for further growth and development. Managers perform evaluations to benefit both employees and the employer. The most significant benefit of the appraisal system for the manager or the head of department is that it provides a document of employee performance over a specific period. It can help in decisions related to promotion, compensation, employees development and motivation. In order to be effective, however, managers should be careful that biases and judgment errors of various kinds do not spoil the performance appraisal process. Bias here refers to inaccurate distortion of a measurement.
    A Rating scale Correct Answer Incorrect Answer
    B 360 degrees Correct Answer Incorrect Answer
    C MBO Correct Answer Incorrect Answer
    D Critical incident Correct Answer Incorrect Answer
    E BARS Correct Answer Incorrect Answer

    Solution

    Critical incident method records examples of an employee's good performance and bad performance as each relates to performance objectives that have been previously set for the employee. This method is also referred to as work sampling. This method requires careful observation and recording of incidents of an employee's performance during a given period. If care is not taken to record incidents, the results will be distorted and give an incorrect impression of performance. Here Vriddhi is following the critical incident method by keeping a record of high and low performance examples of each employee.

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