Professional Documents
Culture Documents
Full download Human Resource Management Gaining A Competitive Advantage 9th Edition Noe Solutions Manual all chapter 2024 pdf
Full download Human Resource Management Gaining A Competitive Advantage 9th Edition Noe Solutions Manual all chapter 2024 pdf
Full download Human Resource Management Gaining A Competitive Advantage 9th Edition Noe Solutions Manual all chapter 2024 pdf
https://testbankfan.com/product/human-resource-management-
gaining-a-competitive-advantage-9th-edition-noe-test-bank/
https://testbankfan.com/product/human-resource-management-
gaining-a-competitive-advantage-10th-edition-noe-solutions-
manual/
https://testbankfan.com/product/human-resource-management-
gaining-a-competitive-advantage-8th-edition-noe-test-bank/
https://testbankfan.com/product/human-resource-management-
gaining-a-competitive-advantage-10th-edition-noe-test-bank/
Human Resource Management 11th Edition Noe Solutions
Manual
https://testbankfan.com/product/human-resource-management-11th-
edition-noe-solutions-manual/
https://testbankfan.com/product/fundamentals-of-human-resource-
management-7th-edition-noe-solutions-manual/
https://testbankfan.com/product/strategic-human-resource-
management-canadian-2nd-edition-noe-solutions-manual/
https://testbankfan.com/product/fundamentals-of-human-resource-
management-6th-edition-noe-solutions-manual/
https://testbankfan.com/product/fundamentals-of-human-resource-
management-4th-edition-noe-solutions-manual/
Chapter 08 - Performance Management
Please click here to access the new HRM Failures case associated with this chapter. HRM
Failures features real-life situations in which an HR conflict ended up in court. Each case
includes a discussion questions and possible answers for easy use in the classroom. HRM
Failures are not included in the text so that you can provide your students with additional real-
life content that helps engrain chapter concepts.
Chapter Summary
Learning Objectives
Note: Key terms appear in boldface and are listed in the "Chapter Vocabulary" section.
8-1
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of
McGraw-Hill Education.
Chapter 08 - Performance Management
Opening Vignette:
Performance Management Helps Turn-around a Health Care Organization
VivaKi Nerve Center in Chicago is the research, development, and production unit of
advertising and communications firm Publicis Groupe’s VivaKi. The nerve center has a set of
core values called “The Way We Work” that guide employees in being successful. Research
shows that the most profitable firms have a CEO who puts forth challenging financial goals
and communicate a vision that goes beyond those financial goals (for example, to be
innovative, provide great customer service, etc.). Another example of a firm that uses values
to guide performance management is Eastern Idaho Regional Medical Center (EIRMC).
EIRMC evaluates their employees on seven values and their underlying behaviors. The
challenge appears to be in managing behaviors that underlie values more so than managing
performance itself. It boils down to managing how things get done, not what gets done.
Discussion Question
Clearly, organizations that recognize that performance is much more than bottom line
numbers have a leg up on their competition when it comes to managing overall
performance of the firm. Performance management at these organizations is linked to
the organizational goals and objectives because their focus is aimed more at
underlying behaviors and values (which drive performance) more so than just financial
performance. Having a value system makes it easier for managers to set goals and to
track goals that are in line with organizational expectations. This alignment
contributes to the success of these organizations, just like it does for VivaKi Nerve
Center and EIRMC, which illustrates the strategic importance of performance
management.
I. Introduction
8-2
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of
McGraw-Hill Education.
Chapter 08 - Performance Management
A. Strategic Purpose
8-3
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of
McGraw-Hill Education.
Chapter 08 - Performance Management
Integrity In Action:
Listening and Recognizing a Good Job: Key Performance Management Practices
Modeled by Company Leaders
While the chapter emphasizes the importance of feedback, listening to employee concerns,
and reinforcing employee positive behavior it remains difficult to get managers to do just that.
The case talks about CarMax’s CEO, Tom Folliard, who visits all 119 CarMax stores to meet
employees, answer questions, and seek feedback. Former chairman of Mattel, Robert Eckert,
feels employees come to work motivated, but do not get the feedback they need to remain so.
Both of these organizational leaders exhibit the behaviors managers should take heed of if
they are going to inspire great performance from their employees.
Discussion Question
1. What other things can company leaders do to create a culture that encourages
feedback and recognition and reinforce the importance of performance
management?
B. Administrative Purpose
C. Developmental Purpose
WD-40 is a company headquartered in San Diego, California and whose products are found
under the sink, in the garage, and in toolboxes of customers all over the world. The company
produces lubricants, heavy-duty hand cleaners, toilet bowl cleaners, bathroom cleaners, and
carpet stain and room odor eliminators. WD-40 stands for “Water Displacement, 40th
attempt.” WD-40 is a global company who, at one time, paid out bonuses to employees based
upon overall financial performance and twenty percent by financial performance within an
employee’s country. However, in 2008, the results of an employee survey showed that
employees wanted more of their bonus to be linked to performance measures under their
control. In response, the company placed greater emphasis on country-specific performance
while still rewarded global business results.
Discussion Question
B. Validity is the extent to which the performance measure assesses all the
relevant—and only the relevant—aspects of job performance. It is also called
"content validity."
8-5
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of
McGraw-Hill Education.
Chapter 08 - Performance Management
2. With some measures, the extent to which all the items rated are
internally consistent is important (internal consistency reliability).
D. Acceptability refers to whether the people who use the performance measure
accept it. It is affected by the extent to which employees believe the
performance management system is fair (Table 8.2).
8-7
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of
McGraw-Hill Education.
Chapter 08 - Performance Management
8.6).
a. BOS consume more of the manager's time than BARS and may
require more information than most managers can process or
remember.
a. The most effective goals are SMART goals. That is, the goals are
specific (clearly state, define the result to be achieved), measurable,
attainable, and timely.
8-10
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of
McGraw-Hill Education.
Chapter 08 - Performance Management
8-11
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of
McGraw-Hill Education.
Chapter 08 - Performance Management
1. Supervisors usually have extensive knowledge of the job and have had
the opportunity to observe their employees.
8-12
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of
McGraw-Hill Education.
Chapter 08 - Performance Management
Discussion Question
1. What source(s) for performance information do you think it is best to use to determine
whether employees are working toward the organization’s long-term goals and
mission, and ultimately its future?
Student answers will vary, but should express their appreciation for strategic
alignment. In the case of CHF, several “soft” criteria, such as attitudes and morale,
might be good measures and sources of information concerning them come from a
variety of places. The example in the vignette of group morale as a measure of a
manager’s effectiveness in leading them is a great illustration.
Again, the answers here will vary and need to be in line with the idea of being able to
assess the outcomes and their relationship to strategic alignment with the
organization’s mission, goals and objectives.
B. Peers
2. Peers may be biased and may be uncomfortable with being the rater
when the ratings are used for administrative decisions.
C. Subordinates
8-13
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of
McGraw-Hill Education.
Chapter 08 - Performance Management
D. Self
1. Self-ratings can be valuable but are not usually used as the sole source
of performance information.
E. Customers
1. One should choose the sources that provide the best opportunity to
observe employee behavior and results. (Table 8.10 summarizes this
information.)
Evidence-Based HR
Fallon Clinic is a group medical practice with over 1700 employees. Of these, 350 are doctors
and advanced practitioners and the remaining employees are nurses, therapists, lab
technicians, and administrative and clerical support. Fallon Clinic recognizes that there are
specific staff and clinical behaviors that are critical for patient satisfaction. Fallon Clinic
created the “Patient Shadowing Program” which involves staff members “shadowing”
consenting patients on their appointments to observe the patient experience. Volunteers were
selected based upon their strong interpersonal, communications, and feedback skills and were
trained how to use rating templates. There has been a six percent average increase in patient
satisfaction scores.
8-14
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of
McGraw-Hill Education.
Chapter 08 - Performance Management
Exercise
1. Break the class into four small groups. Have one group discuss their observations
about the behaviors and competencies that they feel would be optimal for doctors to
have and to exhibit; have another group discussion Have one group discuss their
observations about the behaviors and competencies that they feel would be optimal for
nurses to have and to exhibit; Have one group discuss their observations about the
behaviors and competencies that they feel would be optimal for lab techs to have and
to exhibit; and then have one group discuss their observations about the behaviors and
competencies that they feel would be optimal for front office staff to have and to
exhibit. Have each small group appoint a scribe, to report the discussions of each
small group back to the large group. On four separate whiteboards, list the behaviors
and competencies of each of these employee groups (doctors, nurses, etc.). Facilitate a
large group discussion where you compare and contrast the lists. Then, have the group
discuss what the implications for a program such as “Patient Shadowing Program.”
A. As we have seen in the chapter many companies are moving to web-based online
paperless performance management systems.
B. Second, social media tools such as Facebook and Twitter are increasingly being
used to deliver timely feedback.
C. Third, companies are relying on electronic tracking and monitoring systems and
software to ensure that employees are working when and how they should be and
to block access to visiting certain websites (such as those containing pornographic
images).
Many employees are no longer waiting fro a formal performance appraisal to receive
feedback or help them understand how to improve. Employees are increasingly relying on
social networking for performance feedback whether on not the organization is using
Facebook, Twitter, or My Space as part of its performance management process. Recognizing
the potential use of social networking for performance management and capitalizing on the
employees needs for feedback from peers as well as their managers, forwarding-thinking
companies are developing websites or purchasing software to help make performance
management more of an ongoing dynamic process.
8-15
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of
McGraw-Hill Education.
Chapter 08 - Performance Management
Discussion Question
1. Consider the performance management process shown in Figure 8.1. On which step(s)
in the process do you think social media tools can have the greatest positive influence?
The advantages for employees receiving feedback through social networking tools are
that they can receive feedback in a timely way, and they can obtain feedback from a
variety of sources including managers and peers. They can rely on the authenticity of
this feedback because it is aggregated so that they reviewers have anonymity. This is
beneficial to employees, because it means that the feedback that they receive is likely
to be genuine, and untainted by agendas other than to give honest and constructive
performance feedback. As such, steps 2 and 3 appear to have the greatest potential to
be influenced in a positive way.
2. What are the potential disadvantages of using social media tools in performance
management?
• Build top management support for the appraisal system and actively
discourage distortion.
employee.
c. Manager should also encourage open dialogue.
3. Ask the employee to rate his or her performance before the session.
8. Minimize criticism.
Evidence-Based HR:
Google
Google put its ability to analyze vast amounts of data to work to learn a little about itself.
First, for a company who previously operated without managers, they discovered that teams
with good managers outperformed teams with bad managers. Second, they were able to distill
10,000 observations about managers into a list of 8 behaviors exhibited by managers that get
good results. These were used to develop training programs for its poorest performing
managers that resulted in improvements in manager quality for 75% of them.
Exercise
Break students into small groups and ask them to analyze the list of 8 behaviors identified by
8-18
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of
McGraw-Hill Education.
Chapter 08 - Performance Management
Google. Ask the groups to create themes from those behaviors that might serve as guidelines
for any manager in leading their team.
A. Diagnosing the Causes of Poor Performance: Many different reasons can cause
an employee’s poor performance. The different factors that should be
considered in analyzing poor performance are shown in Figure 8.8.
B. Actions for Managing Employees’ Performance: Table 8.12 shows actions for
the manager to take with for different types of employees.
A. In discrimination suits, the plaintiff often claims that the performance ratings
were subjective and that the rater was biased and influenced by gender or racial
stereotypes
1. Research has shown that both white and black raters give higher ratings
to members of their own race, even after rater training.
B. In unjust dismissal suits, the plaintiff often claims that the dismissal was for
reasons other than those the employer claims. The court case will likely focus
on the performance system that was used as the basis for claiming the
employee's performance was poor.
There are certain characteristics of a system that will withstand legal scrutiny.
8-19
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of
McGraw-Hill Education.
Chapter 08 - Performance Management
A Look Back
The chapter opener on VivaKi Nerve Center and Eastern Idaho Regional Medical
Center discussed how values should play an important role in a successful
performance management system and how there has to be emphasis on more than just
financial performance.
Questions
2. Do you think evaluations of values should receive equal, more, or less weight
than evaluation of objectives (or what the employee accomplishes) in
employees’ performance evaluation? Why?
3. Are values only important for organizations that have a sales force or provide
some type of customer service? Explain your answer.
8-20
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of
McGraw-Hill Education.
Another random document with
no related content on Scribd:
»Kerron sinulle myöhemmin, kun meillä on enemmän aikaa
jutella.»
Helen nosti kiikarinsa: »Nyt emme voi mennä, Kitty. Sinun täytyy
odottaa siksi, kunnes autot ovat lähteneet. Sitten tulen kanssasi.»
»Miksi ei?»
»Patches.»
Helenin silmät olivat kosteat, mutta hän hymyili. »Ei», hän virkkoi
hiljaa Kitylle ja Stanfordille, »se ei ollut Lawrence Knight. Larry
raukka ei olisi pystynyt sellaiseen.»
Hän oli jo aivan Patchesin vieressä, ennen kuin tämä näki hänet.
Mies hypähti viipymättä seisaalleen, työnsi kirjeen taskuunsa ja
seisoi hänen edessään hattu kädessä valmiina tervehtimään Kittyä.
Katsoessaan mieheen Kitty tunsi selvemmin kuin ennen, että tämä
mies olisi hienoimmassakin seurassa kuin kotonaan.
»Minua vain halutti sanoa teille —», hän empi miten jatkaa, »herra
Patches —»
»Phil!»
»Hyvä, Phil», vastasi tyttö kylmästi. »Jos sinusta tuntuu siltä, niin
en tosiaan halua esitellä sinua ystävilleni. He ovat aivan yhtä
hyväntahtoisia ja sydämellisiä kuin sinäkin. En tahdo vaivata heitä
kenelläkään, joka ei heistä pidä.»
Kitty oli vihainen, ja täydellä syyllä. Mutta niin vihainen kuin olikin,
hän tunsi syvää myötätuntoa miestä kohtaan, jonka katkeruus kuten
hän hyvin tiesi — aiheutui vain hänen rakkaudestaan. Ja Phil tiesi,
että hän nyt oli menettänyt Kittyn — että Kittyn ystävät olivat
riistäneet hänen unelmansa.
»Luulen», virkkoi hän hetkisen vaiettuaan, »että minun on parasta
lähteä takaisin karjakartanoon, mihin kuulun. Tänne en sovi.»
Patches näki, että toiselle oli sattunut jotakin erikoista. Philin ääni
ja käyttäytyminen olivat kuin juopuneen. Mutta hän tiesi, ettei Phil
milloinkaan käyttänyt väkijuomia.
Graniittiylängöllä.
Mutta eniten Stanford puhui niistä päivistä, jolloin hän ensi kertaa
oli nähnyt Helenin, ja kuinka nopeasti ja varmasti tämä tuttavuus oli
muuttunut ystävyydeksi ja sitten rakkaudeksi, jonka kiihkeyttä hän
tuskin vieläkään uskalsi tunnustaa. Hän kertoi, kuinka hän oli luullut
Helenin rakastavan hänen ystäväänsä, rikasta Lawrence Knightiä, ja
kuinka hän oli lähtenyt kauaksi länteen tehdäkseen työtä ja
unohtaakseen.