1.Performance management is an essential process of communication in any organization. The constant communication between a supervisor and the employees is a way of working towards achieving the organisation’s strategic objectives. Human Resource Management plays a significant role in the performance management process by designing and implementing performance appraisals. It is upon the human resource team to ensure that the appraisal process is simple and takes the least time. The human resource team ensures that they follow up on every responsibility assigned to every employee. They also create a system where the overall achievements of the employees can be assessed with respect to their key responsibility areas that align with the strategic plan. The HR team also explains to the supervisors and employees how the system works and makes sure that employees understand the organizational goals. The HR team can ensure the process aligns with strategic plan by giving employees continual on-the-job feedback, encouraging them and rewarding those who do their jobs well.
2.Trait evaluation approach is a method of assessing employees based on specific traits that an employee exhibits in relation to the job. It focuses on personal characteristics. For example, dressing code, punctuality when reporting to work, dedication to the job, communication ability, cooperation, dependability, helpfulness, flexibility, among others.
Behavioral based appraisal system focuses on how often an employee displays the desired behaviors. This approach addresses problems from the roots, based on leading signals instead of waiting for the problem to occur. Examples of the behaviors assessed are; friendliness to customers, trust and mutual respect for colleagues, obeying company rules, effective communication and creativity.
Result- based appraisal system on the other hand is an approach to tracking performance based on ongoing or completed tasks by the employees. It focuses on the measurable contributions that an employee makes to the organization. For example, a lawyer winning a case and earning his/her law firm a certain amount of money.
3.The best suited appraisal for customer service employees like those in Maersk Customer Care is behavioural based appraisal system. Observable skills are vital in customer service occupations. Supervisors focus on observing how their customer service agents use the desired skills like, greeting clients with a smile or being polite when addressing customers. Maersk Customer Care managers may use direct observation or video reviews in this method. However, it is best to observe employees frequently to get the best results for behavior-based evaluation measures. Managers also need to discuss these measures with the employees before any evaluation and review the observations often. This method of appraisal based on employees’ behavior enables Maersk Customer Care to know the quality of service their employees provide to customers. The company also gets to adjust service training programs from the results they get after evaluation to align with the main goal of the organization which is customer satisfaction.
4.Performance rating scales are used in organizations by the management to indicate an employee’s level of performance. They provide quantitative assessment and enables the management to differentiate between employees. Graphical rating scale appraisal method involves listing out traits or behaviors that are important for effective performance and rating each employee against these traits. This method enables the management to quantify the behaviors exhibited by its employees. A letter rating scale involves assigning grades (from A to F) to employee results as a form of quantifying performance. Numerical rating scale however, involves giving quantitative symbolization to an attribute. For instance, anchoring specific employee behaviours like good customer relations to numerical ratings from 1-5 in order to show difference in attribute among the employees.