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Passage58 Answers
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In an attempt to improve the overall performance of
clerical workers, many companies have introduced com-
puterized performance monitoring and control systems
(CPMCS) that record and report a worker's computer-
(5) 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 supervisors how assessments of productivity
affected supervisors' ratings of workers' performance. In
(10) 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
(15) that there should have been a strong correlation between a
monitored worker's productivity and the overall rating the
worker received. However, measures of the relationship
between overall rating and individual elements of perfor-
mance clearly supported the conclusion that supervisors
(20) gave considerable weight to criteria 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
(25) which productivity becomes "good enough." higher
productivity per se is unlikely to improve a rating.
1. According to the passage, before the final results of the
study were known, which of the following seemed
likely?
(A) That workers with the highest productivity would
also be the most accurate
(B) That workers who initially achieved high
productivity ratings would continue to do so
consistently
(C) That the highest performance ratings would be
achieved by workers with the highest productivity
(D) That the most productive workers would be those
whose supervisors claimed to value productivity
(E) That supervisors who claimed to value productivity
would place equal value on customer satisfaction
2. It can be inferred that the author of the passage
discusses "unmonitored workers"(line 10) primarily
in order to
(A) compare the ratings of these workers with the
ratings of monitored workers
(B) provide an example of a case in which monitoring
might be effective
(C) provide evidence of an inappropriate use of CPMCS
(D) emphasize the effect that CPMCS may have on
workers' perceptions of their jobs
(E) illustrate the effect that CPMCS may have on
workers' ratings
3. Which of the following, if true, would most clearly have
supported the conclusion referred to in lines 19-21?
(A) Ratings of productivity correlated highly with
ratings of both accuracy and attendance.
(B) Electronic monitoring greatly increased productivity.
(C) Most supervisors based overall ratings of
performance on measures of productivity alone.
(D) Overall ratings of performance correlated more
highly with measures of productivity than the
researchers expected.
(E) Overall ratings of performance correlated more
highly with measures of accuracy than with
measures of productivity.
4. According to the passage, a "hygiene factor" (lines 22-
23) is an aspect of a worker's performance that
(A) has no effect on the rating of a worker's
performance
(B) is so basic to performance that it is assumed to be
adequate for all workers
(C) is given less importance than it deserves in rating a
worker's performance
(D) if not likely to affect a worker's rating unless it is
judged to be inadequate
(E) is important primarily because of the effect it has on
a worker's rating
5. The primary purpose of the passage is to
(A) explain the need for the introduction of an
innovative strategy
(B) discuss a study of the use of a particular method
(C) recommend a course of action
(D) resolved a difference of opinion
(E) suggest an alternative approach
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