Dark Side of Technology in Performance Management

Author : Sanjiv Navalkar

The technology offers great positive possibilities, but negative outcomes, often unintended, can be a part of advancement.  The technology advances would be expected to reduce the time we spend doing housework.  The dishwasher involves in rinsing dishes help in saving time but at the same time dirty dishes left in a sink is no longer acceptable.  The level of performance made possible by technology advancement has changed the standard of acceptable performance. The automobiles have made travel easier however auto accident kills drivers, passengers and pedestrians on a daily basis. Personal Computer offered information and communication, quick and accurate but the viruses, data hacking and its security is the issue being faced.

 The technological approach allows for quick solutions that are need in dynamic environments. A little research has been conducted on the “dark side” of technologically approach to performance management which is a more conceptual.  It provides two way approaches – performance management can occur at a more macro level and consider the allocation of labour to project or jobs and the other one at a more micro level involve performance measurement and development of individual or team performance.

Technology aided macro performance management tends to result in content that is made up of physical characteristics rather than psychological or social components. Allocating labour to the various part of production or service function conveys to employees that they are just another component of the process.  The labours are viewed as units which can be shifted as needed. The human resource seen as set of quantities – How many? What kind? What types and level of skills? But there physical concerns, such as how the workers may get along together, whether they will physiologically engaged and where they will be committed to each other and to the project may be important issues.  These psychological and social factor are ignore with technology can pay a critical role in determining bottom-line issues such as quality, productivity and profits.

When a new project comes a negotiation takes place between manager and workers regarding the assignment of allocation of work but in a technologically aided approach removes the decision making from the manager and workers.   The approach tells us –what kind of labour required when and where, and how should be assign. Using Technology to assist in managerial performance at a macro level bring a problems regard the process.

Managing performance at an individual or team level is important and the content is more critical.  Technology can easily measure the average number of keystrokes per hour, the average duration of phone interactions and so on, it should not be done just as these measures are available or easily obtained.  Is technology measuring the speed or quality of customer service provided by the individual or group?  Which is vital for a service oriented organization where priority is given to customer satisfaction.

In performance management feedback plays a critical role.  If electronic media which gives immediately feedback which the evaluator is not in a position to explain the worker why the software generated certain conclusions  and recommendations this creates a negative impact on the labour.   The management would think that the purpose of performance management is primarily to improve performance, worker may thing otherwise.   The dark side of technology will help divide managers from workers and create a diluted environment.