1. Chapter 16 Measures of Job Performance

6. TABLE 16.1 Examples of Production Criteria Measures for Various Jobs Number of unit returns to his/her department because of defects Profit of unit Manager Number of customer complaints Number of returns Dollar volume of sales Number of orders Salesperson Number of defects Weight of scrap Number of units produced per week Weight of output per week Skilled machine operator Rating by students as to amount learned in course Number of student credit hours taught University faculty member Quality Quantity Job Title Production Measure

15. FIGURE 16.1 An Example of a BES Rating Dimension for the Job of Bartender Dimension: Interacting with Customers 7 Employee can be expected to smile, greet a regular customer by name as she approaches, and ask how specific family members are doing. 6 5 Employee can be expected to smile and ask to be of service to the customer. 4 3 Employee can be expected to greet customer by grunting or hissing. 2 1 Employee can be expected to remain silent until customer waves money or yells loudly.