Passage 25
In an attempt to improve the overall performance of
clerical workers, many companies have introduced com-
puterized performance monitoring and control systems
that record and report a workers computer-
driven activities. However, at least one study has shown
that such monitoring may not be having the desired effect.
In the study, researchers asked monitored clerical workers
and their supervisors1 how assessments2 of productivity
affected supervisors ratings of workers performance. In
contrast to unmonitored workers doing the same work,
who without exception identified the most important element
in their jobs as customer service, the monitored workers and
their supervisors all responded that productivity was the
critical factor in assigning ratings. This finding suggested
that there should have been a strong correlation3 between a
monitored workers productivity and the overall rating the
worker received. However, measures of the relationship
between overall rating and inpidual elements of perfor-
mance clearly supported the conclusion that supervisors
gave considerable weight to criteria4 such as
attendance .accuracy, and indications of customer
satisfaction.
It is possible that productivity may be a hygiene
factor. that is, if it is too low, it will hurt the overall
rating. But the evidence suggests that beyond the point at
which productivity becomes good enough. higher
productivity per se is unlikely to improve a rating.
149. According to the passage, before the final results of the study were known, which of the following seemed likely?
That workers with the highest productivity would also be the most accurate
That workers who initially5 achieved high productivity ratings would continue to do so consistently
That the highest performance ratings would be achieved by workers with the highest productivity
That the most productive workers would be those whose supervisors claimed to value productivity
That supervisors who claimed to value productivity would place equal value on customer satisfaction
150. It can be inferred that the author of the passage discusses unmonitored workers primarily in order to
compare the ratings of these workers with the ratings of monitored workers
provide an example of a case in which monitoring might be effective
provide evidence of an inappropriate use of 千人展现成本CS
emphasize the effect that 千人展现成本CS may have on workers perceptions of their jobs
illustrate6 the effect that 千人展现成本CS may have on workers ratings
151. Which of the following, if true, would most clearly have supported the conclusion referred to in lines 19-21?
Ratings of productivity correlated highly with ratings of both accuracy and attendance.
Electronic monitoring greatly increased productivity.
Most supervisors based overall ratings of performance on measures of productivity alone.
Overall ratings of performance correlated more highly with measures of productivity than the researchers expected.
Overall ratings of performance correlated more highly with measures of accuracy than with measures of productivity.
152. According to the passage, a hygiene factor is an aspect of a workers performance that
has no effect on the rating of a workers performance
is so basic to performance that it is assumed to be adequate for all workers
is given less importance than it deserves in rating a workers performance
if not likely to affect a workers rating unless it is judged to be inadequate7
is important primarily because of the effect it has on a workers rating
153. The primary purpose of the passage is to
explain the need for the introduction of an innovative strategy
discuss a study of the use of a particular method
recommend a course of action
resolved a difference of opinion
suggest an alternative approach