Strength
s Identifies the proper
parameters for measuring
customer and employee
engagement
Lists out all the top
performers
Tracks growth of all
employees
Regular quality checks which
helped in employee
assessment and providing
any assistance that they
might need
Helps in identifying the
actions that have had the
greatest impact on the
business
Identifies individuals who
Weakness
Call duration is not an
appropriate parameter to
judge a technicians
performance as he could be
tackling more than one issue
from one call
For the customers, lesser call
duration was an indication of
being treated in a
condescending manner
because they lacked core
technical knowledge
Technicians often transfer
calls to higher authorities
assuming that the time to
refer is a criterion
People in the middle of the
bell-curve are neither
appreciated or motivated
 Critical Issues
Customer service was an expensive approach to
cooperation and thus its use needed to be
analyzed carefully
The complex calls were directed to the Dallas
branch which showed lack of skilled customer
service technicians
Even with the constant performance reviews,
top performers are growing and bottom ones are
not improving
Labor shortages have led to increased cost
Supervisors should have a proper metric for
measuring performance, thus preventing them
to use factors like gut feeling to give ratings
Questions/Points to be
raised by Brian
What are the factors that worked for the top
performers?
Performance of the employees as perceived
before the matrix was in contrast with the results
Until and unless the bottom performers are told
about their weaknesses, how willing would they
be to incorporate changes?
How to find the perfect balance between
customer satisfaction levels and call duration?
 Brians response
Do you want to keep low performers who arent adding any value to the system? If
yes, how do you plan on training them?

What should be the tolerance limit for dealing with any personal issues that
employees must be facing out of the workplace?

Personal problems if considered, system will become to complex to analyze. Most

people will consider that personal problems as an excuse to low performance.

If the list is public then there is a possibility that employees will open up to their
bosses about the problems they are facing. This is likely to increase the bonding
between boss and subordinate.

Training needs might be actively pursued by employees of such system is there. A

good system must have an open feedback system which is not for ridicule but for
larger good of employees.

Ridicule will not always be there as people will are distributed scores where they
can compare and focus on weak areas. People might take it positively.

Rather than giving hard ranking of final scores. Break up ranking according to
different parameters this one person will not be only to be at bottom.