Performance Appraisals: Never Mind the Boss, Please the Customer

Abstract

Compares the general conception of the performance appraisal system as evidenced in yesterday′s and today′s attitudes and goes on to prognosticate the approach of tomorrow. Radically proposes the removal of such a system altogether, switching from performance appraisal to systems analysis, involving feedback from external (customer/supplier) as opposed to internal (management) sources. Also extends the paradigm shift to salaries, communications and promotion, and highlights training as a vital component, if Deming′s seminal eleventh and twelfth points are to be realized.

Citation

Nevling, H.R. (1992), "Performance Appraisals: Never Mind the Boss, Please the Customer", Health Manpower Management, Vol. 18 No. 4. https://doi.org/10.1108/EUM0000000001608