Enclosure: Excel Sheet for Rough Work (In Mail)
Kumar Gauraw (15)
Ajay Gupta (37)
Question: How will you use Different methods to assess her performance?
Graphic Rating Scale
Graphic rating scales are one of the most common methods of performance appraisal. Graphic rating scales require an evaluator to indicate on a scale the degree to which an employee demonstrates a particular trait, behaviour, or performance result. Rating forms are composed of a number of scales, each relating to a certain job or performance-related dimension, such as job knowledge, responsibility, or quality of work.
Graphic rating scales have a number of advantages:
1. Standardization of content permitting comparison of employees.
2. Ease of development use and relatively low development and usage cost.
3. Reasonably high rater and ratee acceptance.
1. They are susceptible to rating errors which result in inaccurate appraisals. Possible rating errors include halo effect, central tendency, severity, and leniency.
2. Restrictions on the range of possible rater responses.
3. Differences in the interpretations of the meanings of scale items and scale ranges by raters.
4. Poorly designed scales that encourage rater errors.
Following Graphic Rating Scale can be used to assess the performance of Ms. Prachi Jindal.
Behaviour rating scale:
Behaviourally anchored rating scales (BARS) are rating scales whose scale points are defined by statements of effective and ineffective behaviours. They are said to be behaviourally anchored in that the scales represent a continuum of descriptive statements of behaviours ranging from least to most effective. An evaluator must indicate which behaviour on each scale best describes an employee's performance.
BARS differ from other rating scales in that scale points are specifically defined behaviours. Also, BARS are constructed by the evaluators who will use them. There are four steps in the BARS construction process:
1. Listing of all the important dimensions of performance for a job or jobs 2. Collection of critical incidents of the effective and ineffective behaviour. 3. Classification of effective and ineffective behaviours to appropriate performance dimensions 4. Assignment of numerical values to each behaviour within each dimension (i.e., scaling of behavioural anchors).
She could be given Score of “6” because she handled and communicated well, as we don’t have information regarding her consistency so we can’t give score of “7”.
She could be given Score of “6” because of her good Interpersonal Skills, as we don’t have information regarding her consistency so we can’t give score of “7”.
• STRESS TOLERENCE
She could be given Score of “6” because she handled the stressful situation well and in spite of verbal anger shown by the customer she maintained cool and calm and focused on the objective of resolving the issue, as we don’t have information regarding her consistency so we can’t give score of “7”.
CRITICAL INCIDENT METHOD
|Continuing Duties |Targets |Critical Incidents | |Attend Calls From Customer |95% of the callers should be satisfied after|She could made the customer happy while receiving | | |putting their problem in front of the |the calls | | |Customer Care Executive. | | |Personal Traits while receiving calls |90%...