Definition: Behaviourally anchored rating scale or BARS has now become a commonly used methodology by companies to compare the performance of its employees against specific or predefined set of behaviour traits which are linked to specific numeric value or rating from a scale of 1-5.
Description: Behaviourally anchored rating scale combines both qualitative as well as quantitative aspects of assessing employees' performance. Let's understand how it works. Suppose you got your car serviced from the company's authorised dealer.
Within 24 hours of the servicing you will get a call from an independent office seeking your feedback. They ask you varied types of questions such as were you comfortable with the time slot give to you, seating area of customers, was your supervisor helpful, etc.
Next, they will ask you specific questions related to the supervisor and his/her basic etiquette which you have to answer on a scale of 1-5 or 1-10, with 10 or five being the highest.
BARS is now commonly used across businesses which deal with the public such as customer care units of telecom operators, banks, car rental service companies, etc.
A BARS approach usually breaks down any task into behaviour which is more cautious. This is done to have a unified technique of attending a call. Let's take an example, suppose you work with a national telecom operator as a customer care executive. They would have a quality team which would listen to your calls to gauge how you interact with the customers. Is it according to the standard operating procedures (SOPs) or not? This would help them (company) in assessing every employee's performance towards the end of the year.
Description: Behaviourally anchored rating scale combines both qualitative as well as quantitative aspects of assessing employees' performance. Let's understand how it works. Suppose you got your car serviced from the company's authorised dealer.
Within 24 hours of the servicing you will get a call from an independent office seeking your feedback. They ask you varied types of questions such as were you comfortable with the time slot give to you, seating area of customers, was your supervisor helpful, etc.
Next, they will ask you specific questions related to the supervisor and his/her basic etiquette which you have to answer on a scale of 1-5 or 1-10, with 10 or five being the highest.
BARS is now commonly used across businesses which deal with the public such as customer care units of telecom operators, banks, car rental service companies, etc.
A BARS approach usually breaks down any task into behaviour which is more cautious. This is done to have a unified technique of attending a call. Let's take an example, suppose you work with a national telecom operator as a customer care executive. They would have a quality team which would listen to your calls to gauge how you interact with the customers. Is it according to the standard operating procedures (SOPs) or not? This would help them (company) in assessing every employee's performance towards the end of the year.
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