Which HR functions can be automated through digital tools? (3 correct answers)

Which of the following are benefits of digitalizing HR processes? (2 correct answers)

Which are compensable factors in the Factor Comparison Method? (3 correct answers)

How does competency-based pay support HR strategy? (2 correct answers)

A software solution that helps organize and monitor the hiring process by keeping track of applications and supporting tools like AI-driven job descriptions or automated messaging services.

A method that ranks jobs in order from highest to lowest based on their overall value or importance to the organization, without assigning specific scores.

WellCall Case: Evaluating Performance in a Telehealth Call Center

You are the HR partner at WellCall, a fast-growing company that provides telehealth services. The company operates a remote call center with over 100 health communication assistants who support patients by answering questions, scheduling appointments, and handling sensitive medical information.

Recently, managers have noticed inconsistent performance among employees, including slower response times and a rise in patient complaints. To support improvement, the leadership team has asked you to design a performance appraisal system specifically for this role.

Your task:

1. Select a performance appraisal method that you believe is most suitable for this position and explain why it is appropriate considering the nature of the job.

2. List and explain two reasons why performance appraisal is especially important in this situation.

3. Name at least three specific factors you would evaluate when assessing employee performance in this role.

Support your answer using course terminology and concepts discussed in class.

Guess the following term. "A form of work arrangement that differs from standard full-time, permanent positions. It includes temporary contracts, part-time work, freelance or gig-based jobs, remote work, and flexible scheduling, offering alternative employment structures for both workers and employers."

Guess the following term. "A structured feedback approach that collects input from several sources – such as supervisors, peers, subordinates, and customers – to provide a more complete and less biased view of an employee's performance."

Guess the following term. "An interview approach where the candidate is intentionally placed in uncomfortable situations – such as being interrupted, criticized, or confronted – to assess how well they handle pressure, criticism, and unexpected challenges."