BU354 Lecture Notes - Lecture 34: Call Centre, Job Analysis, Specific Performance
Bu354 lecture 34
o Job-related: the system evaluates critical behaviors that constitute job success o If the evaluation is
not job-related, it is invalid and probably unreliable
• Without validity and reliability, the system can discriminate in violation of
antidiscrimination laws
• Appraisals are inaccurate and useless if they are not job-related
o Practical: understood by evaluators and employees
A complicated and impractical approach may cause resentment and non-use
Confusion in practicality can lead to inaccuracies that reduce its effectiveness
o Performance standards: benchmarks against which performance is measured
o To be effective, the performance standards should relate to the desired results of each
job, and not arbitrarily
• Knowledge of these standards is collected through job analysis
• Job analysis: uncovering specific performance criteria by analyzing the
performance of existing employees
o Performance measures: ratings used to evaluate performance
• These must be easy to use, reliable, and report of the critical behaviours that determine
performance
• i.e. A call centre supervisor must observe the following in each representative:
o • Use of company procedures
o • Phone manners
o • Accuracy
• These observations can be made either directly or indirectly
o • Direct observation: when the rater actually sees the performance
o • Indirect observation: when the rater can evaluate only substitutes for
actual performance
• Another dimension of performance measures is whether they are objective or
subjective measures
• Objective performance measures: indicators of job performance that
are verifiable by others
o They are generally quantitative in nature
