Customer service drives 360-degree goal setting

More and more, companies such as Federal Express and Digital Equipment Corp. are beginning to apply 360-degree goal setting as a natural companion to the appraisal process. This participative method offers a new way for organizations to tie employee goals to customer expectations. Moreover, it holds...

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Bibliographic Details
Published inWorkforce management Vol. 74; no. 6; p. 136
Main Authors Milliman, John F, Zawachi, Robert A, Schulz, Brian, Wiggins, Sally, Norman, Carol A
Format Journal Article
LanguageEnglish
Published Costa Mesa MediaTec Publishing Inc 01.06.1995
Subjects
Advantages
Customer feedback
Customer services
Departments
Employees
Goal setting
Human resource management
Human resources
Internal customers
Management by objectives
Peers
Performance appraisal
Problems
Supervisors
US
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Summary:More and more, companies such as Federal Express and Digital Equipment Corp. are beginning to apply 360-degree goal setting as a natural companion to the appraisal process. This participative method offers a new way for organizations to tie employee goals to customer expectations. Moreover, it holds employees accountable for meeting those performance standards. Although 360-degree systems are valuable, they have a number of potential disadvantages. First of all, 360-degree goal setting requires more time to administer than traditional goal-setting programs. Obtaining input from various customers inside and outside the company takes a lot of effort. To overcome these potential disadvantages, companies should proceed by securing the full support and commitment of top management for the 360-degree system.
ISSN:1547-5565
2168-9016