Question

Whenever people take a car in to Kelly Cars for service, they are asked to rate their satisfaction with the quality and timeliness of the repairs by completing an automated phone survey. This feedback is then used in the mechanic's performance appraisal. Which source of information is Kelly Cars using for its performance appraisals?

Answer 1

Kelly Cars uses customer feedback as part of its performance appraisal system, which is an element of the 360-degree feedback appraisal.

Step-by-step explanation:

Kelly Cars is using customer feedback as a source of information for its performance appraisals. The process described resembles a component of the 360-degree feedback appraisal system, which involves collecting performance data from multiple sources, including customers. Although customer feedback is just one aspect of the 360-degree approach, it's crucial for objective appraisal in service-oriented roles like those of auto mechanics. Despite some criticisms and questions about the reliability of such feedback in performance assessments, as noted by Atkins and Wood (2002), this customer feedback helps in understanding the mechanics' competencies in quality and timeliness of repairs based on real customer experiences.

Answer 2

Kelly Cars uses Customers and clients as their source of information for its performance appraisals.

Step-by-step explanation:

A "performance appraisal" is a standard audit of a representative's occupation execution and in general commitment to an organization. Also called a "yearly survey", "execution audit or assessment", or "representative examination", an exhibition evaluation assesses a worker's aptitudes, accomplishments, and development, or scarcity in that department.

Performance appraisal likewise helps representatives and their chiefs arrange worker improvement through extra preparing and expanded duties, just as to distinguish inadequacies the representative could work to determine.