BUS 381 Lecture Notes - Lecture 7: Performance Appraisal, Customer Satisfaction, Job Performance

• School: Simon Fraser University
• Department: Business Administration
• Course: BUS 381
• Professor: Rick Iverson

Document Summary

What employees do, behave, and complete at work. Results or outcomes, as they are mostly bias. Csr"s behavior: to assist the customer and help in the cashier. Customer saisfacion rate is the results of the behavior. Professor"s behavior: lead to communicate the educaion and learning process. Evaluaion is the results: women evaluaion tends to be lower than men professors (bias) Idenifying the job performance that are job related. Aligning performance with the strategic goals of the organizaion. Is not performance appraisal (pa) evaluate the performance. Employers tend to use only one of the methods. Accountability broad areas of job for which the employee is responsible for producing results. Objecive atainable things that employers want employees to aim. Objecive: increase the percentage of customer saisfacion. Standard: 70% poor, 71-79% saisfactory, 80-90% good, and 91%+ excellent. How a job is done and how results will be achieved.