Individual Case Study #3
“How UPS Delivers Objective Performance Appraisals”
In the analysis below you will read about UPS and how they deliver objective performance appraisals. You will gain an understanding of how the implementation of PDAs has standardized their evaluation process. It will further explain why UPS is not a people-centered company, how they incorporate the critical incidents appraisal technique, the legally defensibility of their evaluation program, how they don’t cross the thin line between supervision and “snoopervision” and what they can do to improve their driver evaluation program. Background:
For the United Parcel Service (UPS) determining if objectivity is accurately being used during a review is a difficult process but an important one. The implementation of personal digital assistants (PDAs) has helped ensure the use of objectivity by standardizing the evaluation process through software. During reviews supervisors conduct ride-alongs with their employees to ensure procedures and policies are being followed. Before the introduction of companywide checklists through the PDAs there was no way of knowing if every employee was receiving the same evaluation and being evaluated on the same scale. PDAs have given supervisors the ability to stay contacted to things such as e-mail while quickly identifying training needs and allowing access to training resources. UPS has seen the advantages of PDAs and will continue to put more in the field as they ensure objectivity and provide a solid structure for employee evaluations. Analysis:
According to (Kreitner & Cassidy, 2008) on page 273 Jeffrey Pfeffer found a connection between people-centered practices, higher profits, and lower employee turnover. He also identified seven people-centered practices three of which directly relate to this case. The first practice is employee empowerment through decentralization and self-managed teams. Decentralization according...
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