CASE 1.

Good Job!

Chandra LaMar just celebrated her 20-year anniversary at Westfield Farm Implement Company,
a large retailer of farm equipment ranging from small riding lawn mowers to gigantic combines.
She started her career as an office clerk and received excellent performance reviews, which led
to many promotions through the years. Chandra worked the longest in the customer service
department as a product specialist.

Chandra was well liked by her peers. She was an easy going individual who tried to help in any
way possible. For instance, when a coworker did not understand details about new products,
Chandra always took the time to answer their questions. When a coworker needed to leave early
or come in late, Chandra answered his or her calls as well as her own. All the while, she never
took credit for helping others.

Chandra was thrilled when the company promoted her to manager of the customer service
department. First unsure about whether to accept the promotion, she asked her peers for their
opinions. Everybody expressed excitement and support for Chandra’s promotion.

Everything had been going easily for Chandra, at least until she completed performance
appraisals of her staff members. One employee, Janine Melton, has been distracted during most
of the past year while she was caring for an ill parent. Her performance was suffering. For
instance, Janine routinely failed to return customer phone calls and e-mails, and she missed
important product introduction meetings.

When it was time for Janine’s annual PA, Chandra felt conflicted about what to do. Chandra and
Janine were peers and they are close friends. Chandra did not want to add more stress to Janine’s
life. After much thought, she decided to overlook Janine’s performance deficits, focusing instead
on a couple of examples of good performance. Although Janine could not be considered more
than an average worker, Chandra rated her outstanding overall. Janine was relieved when she got
her review from Chandra. She had been concerned about performing poorly given all of the
distractions in her life, but concluded that she simply must have been too hard on herself.

QUESTIONS

1. From Westfield Farm Implements standpoint, what difficulties might Chandra’s evaluation of
Janine create?

2. What are the possible long-term consequences for Janine’s employment status?

3. What can Chandra do to correct her mistake?

 ANSWERS
1. From Westfield Farm Implement's standpoint, Chandra's evaluation of Janine could create
several difficulties. Firstly, it may create a perception of favoritism or bias within the
organization. Other employees who are aware of Janine's performance deficits and the leniency
shown towards her may feel that the evaluation process is not fair and that their own efforts and
achievements are not being recognized appropriately. This can lead to a decrease in morale and
motivation among the workforce.

Additionally, overlooking Janine's performance deficits and providing an inflated rating could
impact the overall productivity and effectiveness of the customer service department. If Janine's
performance continues to be subpar, it may result in unsatisfied customers, missed opportunities,
and potential financial losses for the company. Chandra's decision to overlook the performance
issues might hinder the department's ability to meet its goals and deliver high-quality service.

2. The possible long-term consequences for Janine's employment status could vary depending on
the company's policies and the actions taken by Chandra and higher management. If Janine's
performance continues to suffer and is not addressed, it may lead to a decline in her professional
reputation within the organization. Other employees who are aware of the situation may perceive
the lack of consequences for Janine's underperformance as unfair, which could strain working
relationships.

In the long term, if Janine's performance does not improve, it could potentially lead to negative
career consequences such as being passed over for promotions or opportunities for growth.
Ultimately, if Janine's performance remains consistently below the expected standards, it could
even result in disciplinary action or the possibility of termination.

3. To correct her mistake, Chandra should take the following steps:

a) Acknowledge the mistake: Chandra needs to recognize that her decision to overlook Janine's
performance deficits was a mistake that compromised the integrity of the performance appraisal
process.

b) Re-evaluate Janine's performance: Chandra should reassess Janine's performance objectively

and consider the impact of her deficits on the team and the organization. This should be based on
concrete evidence and established performance standards.

c) Have a candid conversation with Janine: Chandra should have an open and honest discussion
with Janine about her performance issues. She should express understanding and empathy for
Janine's personal challenges but also communicate the importance of meeting performance
expectations.

d) Provide constructive feedback: Chandra should provide Janine with clear and specific
feedback on areas where improvement is needed. This will help Janine understand the
expectations and areas that require her attention.
e) Offer support and assistance: Chandra can offer assistance to Janine by providing resources,
training, or additional support to help her improve her performance. This could include offering
guidance, mentoring, or arranging for temporary accommodations during her challenging
circumstances.

f) Implement a performance improvement plan: Chandra can work with Janine to develop a
performance improvement plan that outlines specific goals, timelines, and measures to track
progress. This plan should be regularly reviewed and adjusted as needed.

g) Ensure consistency: Chandra should make sure that performance evaluations are conducted
consistently and objectively for all employees, without favoritism or bias. This will help
maintain fairness and credibility in the evaluation process.

By taking these steps, Chandra can rectify her mistake, address Janine's performance issues, and
promote a fair and productive work environment