Karen Valdez is a call center agent of Ringing Telecom Company. She was one of the performing employees for the month of January to October. She constantly achieved her daily target sales and solved customer complaints with satisfaction. She’s expressive in giving her ideas, dislikes and likes to her co-workers and to her supervisor that causes her to some disagreements with her supervisor Ms. Linda Lindo. Since then, the sales Specialist of Ringing Telecom Company didn’t favor her views on handling administrative tasks because the company claimed that Karen had some errors and mistakes in her reports. At the end of November, Ms. Linda conducted and used Graphic Rating Scale in evaluating her subordinates. Karen Valdez got “Satisfactory Rating”, that made Karen wondered why she was rated that way. Ms. Linda claimed that all she knew was to handle customer complaints, selling and some administrative tasks. However, in Karen’s defence, she mentioned that Ms. Linda Lindo didn’t inform her about the performance standards to achieve that’s why she failed to perform some tasks as indicators in the evaluation. Ms. Linda defended that the key performance indicator was given to her during her orientation. Given that situation, what evaluation process is needed to discuss with employees? Why?

Understanding Business

12th Edition

ISBN:9781259929434

Author:William Nickels

Publisher:William Nickels

Chapter1: Taking Risks And Making Profits Within The Dynamic Business Environment

Section: Chapter Questions

Problem 1CE

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Karen Valdez is a call center agent of Ringing Telecom Company. She was one of the performing employees for the month of January to October. She constantly achieved her daily target sales and solved customer complaints with satisfaction. She’s expressive in giving her ideas, dislikes and likes to her co-workers and to her supervisor that causes her to some disagreements with her supervisor Ms. Linda Lindo. Since then, the sales Specialist of Ringing Telecom Company didn’t favor her views on handling administrative tasks because the company claimed that Karen had some errors and mistakes in her reports. At the end of November, Ms. Linda conducted and used Graphic Rating Scale in evaluating her subordinates. Karen Valdez got “Satisfactory Rating”, that made Karen wondered why she was rated that way. Ms. Linda claimed that all she knew was to handle customer complaints, selling and some administrative tasks. However, in Karen’s defence, she mentioned that Ms. Linda Lindo didn’t inform her about the performance standards to achieve that’s why she failed to perform some tasks as indicators in the evaluation. Ms. Linda defended that the key performance indicator was given to her during her orientation. Given that situation, what evaluation process is needed to discuss with employees? Why?

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