As a senior HR manager of a large Saudi Arabian company, you have been assigned the task of monitoring and evaluating the organization’s current performance management system. You have also been receiving complaints from the customer service employees that their ratings seem inaccurate and inconsistent. These employees feel the criteria of assessing the performance are not fully aligned to their goals. You are worried that this may lead to the issue of higher turnover of the customer service employees and the organization may lose quality employees if these issues are not addressed. Therefore, you have been assigned with the task of designing and implementing a new rater training program for your supervisors in order to rectify these issues.
Using the previous scenario, provide a critical discussion for the reasons why rater errors may be occurring while evaluating customer service employees. Critically analyze the need for the alignment of organizational goals with employee goals and the performance management system. Recommend a suitable rater training program for your supervisors. Include the benefits of the recommended method in order to justify this choice and to highlight the importance of aligning organizational goals with an appropriate strategic measurement method.
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