MHR 523 Lecture Notes - Customer Satisfaction, Balanced Scorecard, Pointless

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Performance objectives: broader strategic objectives (e. g. , high sales, customer satisfaction, low costs, etc. , strategic objectives: high sales focus, customer satisfaction: happy customers, low costs: compete on low costs. Performance goals: specific desired targets (e. g. , increase sales by 10%, aiming for 90% customer satisfaction on surveys to improve customer services. Performance measurement: appropriate process in place to measure performance, most jobs don"t have numbers assosicated with their jobs, we need to design measures to provide indicators of employee performance. Output measures: appropriate measures to assess performance, employees actual performance, we use output measures we"ve already decided on. Outcome measures: compare output to performance goals, comparison between performance goals and actual output. Employees tend to be dissatisfied with the appraisal process. Appraisals are often viewed as an administrative burden. Increase scores of those who have done well. Pointless if people are not rewarded/ punished after performance reviews. **************uses of performance appraisal (name the hr function associated with it)

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