It is performance appraisal time for Western Telecommunications. In the past, the company has had problems with several managers who either failed to complete appraisals of their employees, failed to distinguish among employees in any meaningful way, or failed to evaluate the appropriate information. The company has asked you to modify its appraisal program and to train managers on the benefits and techniques of good performance management programs. In particular, top management wants you to help the company better achieve one of its strategic goals $$ Customer Satisfaction First through an effective performance management system.

Discuss how you will modify the current performance management system. In your answer, you should discuss another HR function to assist individual managers to best use the system.