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Related Experiment Videos

The supervisor's performance appraisal: evaluating the evaluator.

C R McConnell1

  • 1Genesee Hospital, Rochester, NY.

The Health Care Supervisor
|August 6, 1992
PubMed
Summary
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Supervisor performance evaluations will increasingly focus on customer satisfaction. Assessing how well a department meets customer needs will become the key metric for supervisory success and organizational outcomes.

Area of Science:

  • Business Administration
  • Organizational Behavior
  • Management Science

Background:

  • Traditional performance appraisals often overlook direct customer impact.
  • Organizational success is increasingly tied to meeting customer needs effectively.

Purpose of the Study:

  • To propose a shift in performance appraisal focus towards customer satisfaction.
  • To highlight the importance of supervisors meeting customer needs for organizational success.

Main Methods:

  • Conceptual analysis of performance appraisal frameworks.
  • Literature review on customer satisfaction and organizational outcomes.

Main Results:

  • Customer satisfaction is emerging as a critical performance indicator.

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  • Supervisor evaluation should be based on their department's ability to meet customer needs.

    • Conclusions:

    • Aligning supervisory performance with customer satisfaction is crucial for future organizational success.
    • Evaluating supervisors based on customer-centric results will drive bottom-line performance.