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Read “Case Study 4-2 Choosing a Performance Management Approach at Show Me the Money.” at the end of Chapter 4 of the Performance Management textbook (page 119).
CASE STUDY 4-2
Choosing a Performance Measurement Approach at Show Me the Money
The following job descriiption is for an account executive at Show Me the Money, a payroll and HR solution providers similar to ADP, AmCheck, BenefitMall, Big Fish Payroll Services, Fuse Workforce Management, GetPayroll, Gusto, and others. Show Me the Money offers payroll, human resources, and benefits outsourcing solutions for small- to medium-sized businesses. Because account executives often make sales calls individually, their managers do not always directly observe their be- havior. Furthermore, managers are also responsible for sales in their markets and for staying up-to-date on payroll Jaws. However, account executives are responsible for training new account executives and networking in the industries in which they sell products. For example, if an account manager is responsible for retail companies, then that account executive is expected to attend retail trade shows and professional meetings to identify potential clients and to stay current with the issues facing the retail industry.
# Account Executive Job Responsibilities
– Performing client needs analysis to ensure that the major market services product can meet a client’s requirements and expectations
– Establishing clients on the host processing system
– Acting as primary contact for the client during the conversion process
– Supporting clients during the first few payrolls
– Completing the required documentation to turn the client over to
customer service for ongoing support
– Scheduling and making client calls, and when necessary, supporting sales representatives in presales efforts
– Keeping abreast of the major market services system and software
changes, major changes and trends in the PC industry, and changes in wage and tax Jaw.
# Behavior approach to measuring performance is most appropriate when
workers are skilled in the necessary behavior
the link between behaviors and results is not obvious
outcomes occur in the distant future
poor results are due to causes beyond the performer’s control
#Results approach to measuring performance is most appropriate when
behaViors and results are obviously related results show consistent improvement over t1me there are many ways to do the job right
Based on the case study, 1. Assess whether Show Me the Money should use a behavior approach, a results approach, or a combination of both to measure performance.
2. Using the table that accompanies the case study as a guide, select the job descriiptions that apply to the account executive job.
3. Explain why you chose the approach you did.
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