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Consider this assignmen

this is first question

Consider this assignment and post your opinion on ONE of the following questions.

  • In your opinion would you prefer:
    • To have your performance measured on a formal set of rules?
      • Or
    • Allow your manager, without any specific guidelines, to use his or her own judgment to measure performance?

this is second question

Complete the main portion of this assignment as outlined below. When applicable, adhere to APA formatting and reference guidelines.

Improvements in any scenario must be measured to determine if the effort involved is paying dividends. Your manager would like you to investigate some of the available tools to help gather and analyze performance of your help desk department.

  • Investigate the library and Internet for information about the tools for measuring and analyzing help desk performance and effectiveness.
  • Describe for your manager:
    • Select 1 tool that can be used for measuring and analyzing help desk performance and effectiveness.
    • Describe the key features of the tool.
    • Discuss how the tool would be used in an example scenario, including measurement and analysis.
  • Include at least 1 reference to research sources.

Grading Rubric:

 Rubric Item  Requirements  Points
 Response to Question(s) Student answered the question(s) fully and intelligently, and used the text as support for response(s). 30
 Research Student included at least one reference to research sources and cited all references using APA format. 5
 Writing Quality Student used correct grammar, spelling, punctuation, and format. 5
 Interaction Student responded with at least two quality follow-up posts to other students.
customer service software