Convenience

performance
appraisal
A formal assessment
of how well an
employee is doing
his or her job
Chapter 8:
Managing Human Resources in Organizations
2 3 7
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The
Behaviorally Anchored Rating Scale (BARS)
is a sophisticated and useful rating
method. Supervisors construct rating scales associated with behavioral anchors. They
first identify relevant performance dimensions and then generate anchors—specific,
observable behaviors typical of each performance level. Figure 8.3 shows an example of
a BARS for the dimension “Inventory control.”
The other scales in this set, developed for the job of department manager in a chain
of specialty stores, include “Handling customer complaints,” “Planning special promo-
tions,” “Following company procedures,” “Supervising sales personnel,” and “Diagnosing
and solving special problems.” BARS can be effective because it requires that manage-
ment takes proper care in constructing the scales and it provides useful anchors for
supervisors to use in evaluating people. It is costly, however, because outside expertise
is usually needed and because scales must be developed for each job within the
organization.
Errors in Performance Appraisal
Errors or biases can occur in any kind of rating
or ranking system.
25
One common problem is
recency error
—the tendency to base
Dimension: 
Punctuality
This teller is always on time for work and promptly opens her or his window
as scheduled.
Strongly
disagree
1
2
3
4
Disagree
Agree
Strongly
agree
Dimension: 
Congeniality
This teller always greets his or her customers warmly and treats them with
respect and dignity.
Strongly
disagree
1
2
3
4
Disagree
Agree
Strongly
agree
Dimension: 
Accuracy
This teller is always accurate in her or his work.
Strongly
disagree
1
2
3
4
Disagree
Agree
Strongly
agree
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