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VertiSoft Inc.: Raising the Bar
Jeffrey GandzCaso IVEY-9B08C003-EDirección estratégica, Liderazgo y Dirección de personasNew metrics have been introduced to a software technical support call center operation. These metrics have revealed a wide range of performance between employees both for time taken to answer customers' questions and the customer's perceived quality of service. The call center manager is wondering how to make use of these metrics. He is inclined to go public with them, whereas the head of human resources believes that this could be damaging to em...Desde 8,20 €
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Sara Tsien
Jeffrey Gandz; Elizabeth SpracklinCaso IVEY-9B10C007-ELiderazgo y Dirección de personasSara Tsien must decide what performance assessment to give one of her employees who has, uncharacteristically, failed to meet one of her key objectives for the year. The situation is difficult for several reasons; the causes of the unacceptable performance are not clear; the employee has previously received excellent appraisals, including a recent one by the vice-president; and the employee was absent for a good part of the year on maternity leav...Desde 8,20 €