Performance management is expected to ensure that the labor force has the right incentive to perform efficiently and advance progression of the whole firm. The labor force requires strong motivation through rewards and incentives to enhance the organizational effectiveness of a firm. After all, how will a firm reach its goals if the employees lose their incentive to perform at their best efforts?

To illustrate, consider the example of Air Canada’s new policy that requires its customer service agents to confront passengers and ensure that their cabin bags meet the size limit. Any bag that exceeds the maximum size limit must be checked. This policy has angered many passengers, and their hostile responses have made it difficult for many agents to cope with the job.

Air Canada’s command hierarchy obliges its reluctant employees to perform the duty that they strongly disdain. So, how will Air Canada sustain its demand, after having both, unsatisfied customers and disinclined employees? In order to manage customer dissatisfaction competently, Air Canada should pursue an incentive system to maximize its staff engagement and performance in this job. They should have volunteers, such as beginners in the industry, take such duties, rather than having agents unwillingly fulfill the responsibility.

By not providing the right incentive for the agents, Air Canada can weaken its customer relationship due to its poor performance management and suboptimal costumer services.

Work Cited

Harris, Sophia. “Air Canada Service Agents Call Carry-on Crackdown Too Unpleasant.” CBCnews. CBC/Radio Canada, 31 Oct. 2014. Web. 02 Nov. 2014.

Aditya. “The Notepad.” : How to Deal with Unhappy Employees? N.p., 21 Aug. 2012. Web. 03 Nov. 2014.