Alyssa Tedder-King

Apr 10, 2024 | tribunecontentagency.com | Alyssa Tedder-King |Elad N. Sherf

Alyssa Tedder-King is a doctoral candidate in organizational behavior at the Kenan-Flagler Business School at the University of North Carolina at Chapel Hill. Elad N. Sherf is an associate professor of organizational behavior and the Sarah Graham Kenan Scholar at the Kenan-Flagler Business School. A senior manager at a call center in a large bank must promote one of two customer associates to shift manager. Both Martin and Seth have similar tenures and training.

Apr 10, 2024 | sloanreview.mit.edu | Alyssa Tedder-King |Elad N. Sherf

Carolyn Geason-Beissel/MIT SMRA senior manager at a call center in a large bank must promote one of two customer associates to shift manager. Both Martin and Seth have similar tenures and training. The major difference is in their productivity levels, determined by the index of calls made and customer satisfaction ratings. While both associates perform well above average, Martin’s productivity level is higher than Seth’s. Given Martin’s higher numbers, promoting him might seem clearly fairer.