The call centre industry is gaining momentum in the retail sector, which can be attributed to the fact that many companies use call centre agents to communicate with the end users of their products. A major challenge facing retail companies is finding the right employees for their call centres, so that these people are able to perform according to their natural abilities and acquired skills. The South African retail company under study uses the Clerical Test Battery (CTB2) to screen candidates for its call centre. The aim of this study was to investigate the relationship between the CTB2 numeracy subtest scores and work performance scores of employees in this call centre. The literature review examines the use of psychometric instruments in general, and then focuses on the use of the CTB2 in South African contexts. The objective of the current study was to evaluate the validity of the numeracy subtest when used as part of the selection process for call centre candidates. A quantitative research approach was employed to analyse the raw data, which was already available in the company’s database. The two datasets used were the CTB2 numeracy subtest scores and the work performance scores of 300 call centre agents. The correlation between these two sets of scores was analysed using Statistical Package for Social Sciences (SPSS) software (version 17). No statistically significant relationship emerged between the two research variables. Therefore, it may not be appropriate to use the CTB2 numeracy subtest to screen call centre candidates. The findings of this study suggest that the CTB2 should not be used in isolation when assessing call centre candidates. Face-to-face interviews should form an important part of the decision-making process, and the use of additional instruments to measure general cognitive aptitude and skills such as perceptual speed and accuracy is recommended. The dissertation concludes by outlining the limitations of the study and giving some suggestions for future research in this field. / Dissertation (MA)--University of Pretoria, 2011. / Psychology / unrestricted

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Background. Past research shows that anxiety disorders can impair work performance, but there are no national studies examining the relationship between anxiety disorder subtypes and low work performance. In a representative sample of employed US adults, we examined the association between low work performance and three types of anxiety disorders--generalized anxiety disorder (GAD), panic disorder (PD), and post-traumatic stress disorder (PTSD). Methods. We analyzed data collected in 2001-2003 on 4,418 employed US adults participating in the National Comorbidity Survey Replication (NCS-R). DSM-IV diagnostic criteria were used to determine the 12-month prevalence of GAD, PD, and PTSD. Low work performance was classified as a score of ≤7 on a 10-point scale in response to a single question (i.e. “What number describes your overall job performance on the days you worked during the past 30 days?”). Logistic regression predicting low work performance adjusted for age, gender, education, financial stress, having children, weekly work hours, race/ethnicity, and geographic region. Results. The prevalence of low work performances was 18.5%, while the prevalences of GAD, PD, and PTSD were 3.0%, 3.6%, and 4.2%, respectively. The prevalence of low work performance among those with GAD, PD, PTSD, or no anxiety disorder were 25.3%, 20.6%, 27.6%, and 18.0%, respectively. After adjustment for covariates, PTSD was the only anxiety disorder associated with a significantly higher risk of low performance (adjusted odds ratio = 1.44, 95 % confidence interval = 1.05, 1.98). Conclusion. Not all types of anxiety disorders may be associated with low work performance. Future research should examine these associations prospectively and by subtype of anxiety disorder. / Epidemiology

The general aim of the research is to determine the relationship between personality traits as measured by the Customer Contact Styles Questionnaire (CCSQ 7.2) and work performance as measured by means of internal company data sources, of call centre agents. Recent literature indicates a significant relationship between personality traits and work performance. The emphasis in this research is on the factor analytical or trait approach of personality. The sample consisted of 300 call centre agents. The relationship between personality traits and work performance is discussed in terms of descriptive statistics, correlations and multiple regression analyses. The results indicate a relationship between the personality traits of analytical thinking, detail consciousness, conscientiousness, structuredness and work performance as measured by the level of financial incentives for call centre agents. This finding could be implemented in the selection and performance management of call centre agents. / Industrial & Organisational Psychology / M. Com. (Industrial Psychology)

The general aim of the research is to determine the relationship between personality traits as measured by the Customer Contact Styles Questionnaire (CCSQ 7.2) and work performance as measured by means of internal company data sources, of call centre agents. Recent literature indicates a significant relationship between personality traits and work performance. The emphasis in this research is on the factor analytical or trait approach of personality. The sample consisted of 300 call centre agents. The relationship between personality traits and work performance is discussed in terms of descriptive statistics, correlations and multiple regression analyses. The results indicate a relationship between the personality traits of analytical thinking, detail consciousness, conscientiousness, structuredness and work performance as measured by the level of financial incentives for call centre agents. This finding could be implemented in the selection and performance management of call centre agents. / Industrial and Organisational Psychology / M. Com. (Industrial Psychology)

The thesis is created as a brief economic and legal guide to the process of work performance. Comprising of legal assurance of the process and specific instruments for each stage, it focuses mainly on resolving low performance of workers in organization and creating an efficient rewards system within the legal boundaries of czech law system. Each phase of the process, including goal setting and monitoring is described considering all the economic and legal aspects.

The main target of this thesis is to describe and explore the process of performance management and evaluation of teachers in nursery school. The theoretical part looks into the basics of personal work, especially its core activities - the performance management and evaluation of work performance of employees. As a component of this theoretical part is the specifications of these personnel activities in schools and school facilities. When it was found in literature also in nursery schools. The analytical part is related to the research in an environment of nursery schools, its target was to analyze whether and how is the process of performance management implemented to teachers and how is set up a system of evaluation. The survey was chosen as an exploratory questionnaire method. For data collection were used two methods: Individual standardized interview and analysis of school documents. The study was finished with a short questionnaire survey of staff in the monitored school. The conclusion contains a summary and evaluation to the main target of this thesis. The significance of the thesis consists in extending of the theoretical knowledge and practical benefits to executives, students of school management and education management in the implementation of performance management and evaluation of...

The goal of the thesis is to design an employee evaluation system in a small Dutch company.. The theoretical part of the thesis deals with the issue of job analysis, performance management and performance evaluation system. The practical part provides information about the company. Furthermore, based on the internal documents and other methods of obtaining data, it offers a draft of the employee performance evaluation systém for sales representatives.

An employee’s job performance does not necessarily decrease just because the employee gets older. But there is an anticipated correlation between reduced job performance and age with respect to certain job assignments. Along with an increased life expectancy in today’s society it’s important to promote equal opportunities regardless of age. The purpose of this thesis is to clarify under witch circumstances a dismissal due to insufficient work performance is justified. Furthermore this thesis purpose is to clarify how current legislation affects elderly’s position on the Swedish labour market when it comes to dismissal due to insufficient work performance. Even though Swedish and EU provision protect senior employees rights to some extent, there are still gaps in the legislation that can disfavour elderly´s possibilities to maintain their employment. In order to answer the research questions at issue a traditional legal dogmatic method is applied in combination with a sociological law perspective.

Absenteeism, lateness, and work performance on the job were investigated. Pre-entry attitudes and self-reported behaviors in the three areas were assessed via RELY, a self-report instrument developed by Kurt Helm (1980). Subjects (N=282) were entry-level stock, bag and clerical personnel for a large grocery store chain. They were 91% Caucasian and 62% male. Results showed significant correlation between three empirically derived scales and criteria: total days absent, total occurrences of lateness, and supervisory performance ratings. However, these findings were considerably weaker under cross-validation. The findings indicate absence-proneness as a tenable concept. Further investigation may find a considerable amount of the variance in attendance to be the result of pre-entry attitudes.