Managing for Quality and Performance Excellence 9th Edition by James Evans,William Lindsay

Exercise 18

Recently, new "employee performance software" has been developed to track individual output. For example, British Airways uses it to ensure that customer service reps' time in the break room or on personal calls doesn't count on the clock. The technology can keep track so that extra incentive dollars are eventually directed in to the paychecks of those whose digital records merit them. It can also help managers understand how to assemble the most effective teams or who to lay off. 90 Discuss the implications of such technology from a quality and high performance perspective.