Question

Willie was working on a new performance appraisal process. Unfortunately, he decided to measure telephone communication skills for all of his customer service representatives, but none of his customer service representatives use the telephone. They all communicate with customers online, using a chat function. In performance measurement, this indicates a________________-

Answer 1

Answer:

Employee Performance

Explanation:

There are three kinds of performance measurement

1. Those that focus on results , i.e output(financial performance, competitiveness)

2. Those that focus on the what determines the results, i.e inputs such as customers relation, advertisement, quality , flexibility.

3. Employee Performance Measurement

Performance Measurement is used in business to determine the growth of a business or determine the indicators for a successful business delivery . What willie has done is to measure the performance of his employee on customer relations.

Answer 2

Answer:

Willie was working on a new performance appraisal process. Unfortunately, he decided to measure telephone communication skills for all of his customer service representatives, but none of his customer service representatives use the telephone. They all communicate with customers online, using a chat function. In performance measurement, this indicates a Chat satisfaction ratio.

Explanation:

• As, each company or firm is comprised of different departments, and each department is held responsible for the specific set of objectives that are set by the company itself for its better growth inside the market and for that reason the company wants to build a much strong and effective medium of communication with its clients and customers for improving all the departments that concerns the profit and growth of the company.