AT & T Service Technician I: Employee Analysis

In earlier stages of the project, the group broke down the job requirements of the AT&T Service Technician I. The job itself is a skill-based position, and a Technician I would be considered a newer employee who had completed the subject matter training and who had less than one year of work experience. In order to evaluate the employees in the position, mixing evaluation systems allows a better understanding of employee performance. The first evaluation system uses the 360-degree feedback method. The second evaluation system uses supervisory reviews. The 360 degree feedback method gives multiple points of review from five separate sources: supervisor, peer, self, customer, and subordinate. The group chose this method because the amount of autonomy within the Service Technician I job. Having a five point review system from all individuals that the technician works with would be a strong reminder that they are still the face of AT&T. Without this, service technicians might have lapses in communication, and not pass on important information about their work, or not appropriately complete their reports, evaluations, or discuss relevant facts

There are a number of errors that can be made when rating employees. Two notable ones worth mentioning are errors in storage and recall and errors in the actual evaluation itself (Milkovich, Newman, Gerhart, Hill 2014). Research into storage and recall shows that the raters, in this case the supervisors, tend to hold onto employee information in terms of defined traits that they’ve seen the employee exhibit. Laziness is one of these—even if an employee was only caught resting at work. These perceived traits could lead to the raters recalling incidences that never occurred, which may affect the employee negatively (Milkovich, Newman, Gerhart, Hill, 2014). The 360-degree feedback will help to give an overall picture of employee