Customer service drives 360-degree goal setting

Article Abstract:

The 360-degree-goal setting process is a new way for companies to link the goals of their employees to the expectations of their customers. Like the 360-degree performance appraisal, the new goal-setting method requires the participation of individual employees or departments and all of their internal and external customers. Three-hundred-sixty-degree goal setting has several advantages over the traditional management-by-objectives method. It dismantles barriers between departments and allows each one to develop a deep understanding of the other departments' functions and objectives. It also helps employees communicate better with their customers, thereby allowing them to have a good idea of what customers expect. In addition, the new process accelerates employee development because there are more sources of insightful feedback. Federal Express and Digital Equipment Corp. are among the growing number of companies already adopting 360-degree goal setting.

Customer service, Goal setting

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Ask what HR can do for itself

Article Abstract:

Digital Equipment Corp (DEC) began to develop its human resources (HR) staff in response to the need for improving profitability and growth by developing, challenging, and satisfying its work force. DEC's manufacturing, engineering, and marketing personnel management committee sponsored a 10-month HR planning analysis to obtain information for future decisions that would affect HR. The committee used several techniques, including a survey of HR managers, an inventory of HR employees, and a review of long-term business plans. The steps that HR professionals can take include taking more risks, improving diagnostic skills, and remaining flexible.

Case studies, Human resource departments

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Team appraisals - team approach

Article Abstract:

Digital Equipment Corp promotes a work culture that encourages the formation of self-managed work-groups. Such participative work groups allow employees the opportunity to involve themselves with decision-making that affects their work. The partnership approach adopted by these groups requires team members to evaluate all members of the group. This performance appraisal system, though time-consuming, results in increased employee productivity, commitment, and participation.

Participatory management, Employee performance appraisals, Performance appraisals

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