Question

Response: Comment to and build on any ideas, opinions, concerns, etc., you may have from at least one classmate's post. When responding to your classmates, consider using these prompts to help you formulate your reply. Notice that they are not just one sentence but require you to expand on your thoughts. (Notice this is more than agreeing, disagreeing, or repeating the same points).

I would not like working under such a performance measurement system as described because, as stated in the prompt, "if an operator falls below this standard too many times, the person is either demoted to a lower paying job or fired." I will feel like I have to rush my customer to avoid receiving a low-performance score, which will make me feel agitated, useful, and afraid to do my job. A few issues that a system like this can cause are increased stress levels and a need for more customers. Stress levels from cashiers can increase because they are so worried about their job being at risk, so their focus is getting the customers in and out as quickly as possible. Getting the customers out can also come off as rude because they are feeling rushed. Customers like to stop and chat with cashiers, cutting that off can lower customer satisfaction. Over-measuring efficiency is not effective. Instead, we should focus on being friendly and building customer support. My prior position at Fresh Market was as a lead cashier. A specific performance measurement to measure success is a graphic grading scale. A visual grading scale is an example of the most efficient way to assess employee performance for production-oriented tasks. Graphic grading scales would be often calculated and evaluated using numerical ratings that assign personnel grades based on employee performance in job-related duties such as work processes, procedures, techniques, and production levels. Therefore, graphic grading scales are also perfect for calculating an overall rating easily by measuring elements like attendance and time.

Answer 1

Job satisfaction is typically assessed using questionnaires with a Likert scale, while performance is measured through appraisals, which include goal setting and discussions on job performance. Organizational changes are evaluated to ensure they positively impact employee morale and satisfaction. It is crucial for performance measurement systems to maintain a balance between efficiency and quality for optimal customer satisfaction.

Step-by-step explanation:

Job Satisfaction and Performance Measurement

The concept of job satisfaction and performance measurement is a crucial area in the field of business and organizational behavior. Specifically, job satisfaction can be assessed using various methods, with one common approach being questionnaires that employees complete, such as those employing a Likert scale. This effective method captures employees' feelings about aspects of their job, ranging from "Very satisfied" to "Very dissatisfied". Performance appraisals serve a fundamental role in measuring and documenting employee performance and often include a face-to-face meeting to discuss job performance, set goals, and address concerns.

In practice, resolving customer complaints and improving service delivery, like the case at Gavi's Fast Food Restaurant, are tangible ways of enhancing job performance and customer satisfaction. Changes affecting job satisfaction are typically assessed after organizational shifts, such as management model changes, and are essential for maintaining a positive work environment and employee morale. Finally, performance evaluations can benefit both the employer and employee, serving as an opportunity to address issues and plan future objectives, making such evaluations integral to personal and organizational growth.

Notably, performance measurement systems that prioritize speed over quality can be detrimental, leading to increased stress and decreased customer satisfaction. As such, performance metrics should balance efficiency with the customer experience, as highlighted by the student's previous role at Fresh Market, where a graphical grading scale was employed for productivity-based performance evaluation.