As the Director of Human Resources for your national railway operator, it is important that the
employees are motivated so that they offer excellent customer service. There are however 15,000
employees and you cannot be sure that you know the level of motivation of each employee.
You have been shown a suite of ‘Employee Performance’ software which identifies, as the result of a
personal review, the targets that each employee has set themselves and allows the employee to monitor
their own action plan.
Critically examine the impact that such a software package might have on improving customer service
and show how you would measure and reward the progress that employees make towards their targets.
Use relevant theorists to support your arguments

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