Heavenly Handbags recently revamped its sales associate performance measures to make them more effective in improving employee performance. One measure that was added was diversity effectiveness. Heavenly Handbags wanted to emphasize a factor that they believed would give them a competitive edge over other organizations, so they created a diversity measure that assessed factors such as employees' ability to interact with a variety of customers, use of cultural norms when interacting with co$-$workers who were different from themselves, and promoting awareness of diversity in the organization. These behaviors were consistent with the overall approach and culture of the company. Management at Heavenly Handbags also wanted the performance measures to produce consistent results. To ensure this consistency, they did two things. First, they had multiple raters evaluate the same individual to ensure that they gave similar ratings. Then, they evaluated individuals across multiple time periods to review the consistency of the ratings over time. Finally, management at Heavenly Handbags wanted to make sure that employees could understand why they were being evaluated on each factor, including sales, service, diversity, and interpersonal skills; they also wanted to be sure that employees felt that the measures of these factors were fair. As a first step. Heavenly Handbags clearly identified the guidelines and expectations that would be used in evaluating performance.