Marilyn is the department head for a large call centre and is responsible for conducting quarterly performance evaluations on her employees. While a good portion of the evaluation is based on areas such as friendliness, punctuality, and customer ratings, roughly half of the appraisal is based on call volume and the conversion of callers to customers. An employee's evaluations are used to determine quarterly raises. Algemar and Nick both work for Marilyn. Marilyn feels that she is a mentor for Nick while she feels that she simply inherited Algemar from another department; thus, Marilyn sometimes strikes from Nick's call records customers who are extremely difficult or perhaps too set against buying the product. For the last quarter, Marilyn awarded Nick a raise while she did not award one to Algemar. Marilyn's awarding Nick a raise based on his evaluations could best be called ________.

Question

Quizplus · Accepted Answer

Marilyn's behavior of striking difficult customers from Nick's call records in order to inflate his performance evaluations and secure a raise for him is an instance of unethical politicking. It is unfair to Algemar, who does not receive the same treatment, and it undermines the integrity of the performance evaluation process.

Marilyn Is the Department Head for a Large Call Centre