Q. Leslie Snow manages a team of five help desk operators. The cubicles of the operators are located a floor below office of Leslie. Every operator is essential to log help desk calls into a team database. This database tracks the nature of a problem, the length of the call, also whether the problem was fixed or sent to the engineering department for further investigation.

Leslie has a busy schedule; also it is not possible for her to monitor the performance of her team members sitting on a dissimilar ground. Consequently she decides to assess their performance solely on the basis of reports queried from the database.

Based on Illustrate you have learned about criterion deficiency also contamination, analyze Leslie's performance amount scheme. Suggest three ways for better performance measurement for Leslie's help desk team.