Wwwfffffff

Discuss, with your team, the types of control measures you would use to see how efficient and effective an employee is.

As managers of a customer call center for timeshare vacations, a core task is measuring the efficiency and effectiveness of employees. This task is completed by collecting and analyzing data from different approaches that when gathered and analyzed will provide input to how well the employees are supporting the company goals. Four approaches used by managers to measure and report actual performance are personal observations, statistical reports, oral reports, and written reports (Robbins & Coulter, pg. 488). Personal observation and oral reports provide a fast avenue to retrieve information as well as first hand knowledge. Statistical and written reports provide information is a format that is easy visualized and is comprehensive.

Measuring performance using these four approaches gathers data using four approaches, which allows the team to get a holistic view of the employee performance.

Exhibit 18-3 provides a good chart on the four approaches.

Discuss, with your team, the measures you would use to evaluate the entire call center.

Once the managerial team has digested all the data from the holistic four-approach method to evaluating employee efficiency and effectiveness, the team will use two measures to evaluate the call center. The first method used is benchmarking. Benchmarking should identify various benchmarks, which are the standards of excellence against which to measure and compare (Robbins & Coulter pg. 498). The managerial team will gather data from competitors and industry standards to use as a benchmark to evaluate the entire call center. Additionally the managerial team will look at internal benchmarks to evaluate the call center.

Exhibit 18-10 provides information on internal benchmarking.

The second method used to evaluate the call center is monthly customer surveys. At the end of every call the customer...