Performance Management - Employee Satisfaction

Performance
Management
Student’s Details

Performance Management 1
Contents
Introduction......................................................................................................................................2
Identify the reasons for customer rating errors................................................................................2
Leniency Bias..............................................................................................................................3
Central Tendency Bias.................................................................................................................3
Strictness Bias..............................................................................................................................3
Contrast Bias................................................................................................................................3
False Attribution Bias..................................................................................................................4
The Halo/Horns Effect.................................................................................................................4
Need for the alignment of organizational goals and personal.........................................................4
Training programs for managers to improve rating feedbacks........................................................5
Conclusion.......................................................................................................................................6
Bibliography....................................................................................................................................7

Performance Management 2
Introduction
Performance appraisal is an effective and essential tool for employee satisfaction and
employee retention. Employees are valuable assets in any organization, thus, keeping employees
motivated and satisfied is an essential phenomenon in the Human resource management process.
In the given situation customer services employees in a firm are not satisfied with the
performance appraisal system in the organization. Employees in the organization also feel a lack
of alignment and coordination and huge gaps between organizational goals and performance
assessment criteria.
Thus, this study focuses on reasons for errors in customer ratings for customer service
employees. This study covers an assessment of alignment or coordination with the organizational
goals and personal goals of customer services. This study recommended effective training
programs for managers to carry out adequate performance assessment programs.
Identify the reasons for customer rating errors
To measure the employee’s performance there are numerous methods have been adopted
by the human resource department of the organizations. Measuring the employee’s performance
on the client or customer satisfaction level is one of the most effective performance measurement
methods. In the customer rating methods, supervisors evaluate the employee's performance
according to the customer's satisfaction rating level (Aguinis, 2013).
In this customer rating method, managers evaluate employee's performance on the given
rating by the customers that lie from least satisfied or unsatisfied to highly satisfied. In this rating
method, managers evaluate employee's performance on the average satisfaction scale rating
given by the customer. This is a highly effective tool to measure employee's performance and