BAI GIANG CONG TAC XA HOI

Dam manh va didm yea coa danh gia bang thang diem hoan thanh
Ingo tieu
Met diem manh chinh this thang diem hohn thanh muc tieu la su linh
hoat, dO tin thy cao, do gia tri be mat cao (Alter & Evens, 1990). Thang
diem hoan thanh muc tieu cO the dude su dung de theo dei s1.1 hoan thanh
muc [tau a moi ego dO, ke ed vdi thc he thgng 16n hon. Met trong nhang
diem manh cua thang diem hoan thanh muc tieu la kba nang e6 the dtia ra
danh muc da muc tieu va Cam quan trong Wong dr1i vOi khach hang. Nhu
vay, ca khach hang va nhan vien CTXH deu có ed hei nghl ve van de gi la
thltic su nghiem trong va van de gi ft mang lai hau qua hon. Phtiong Olen
nay cling mang lai met ed the a sap xep the muc tieu to ket qua to nhgt có
th' den ket qua to1 nhgt co' the, d6ng that xac dinh met muc dat dude
raw Kau. KhOng nhu the tin& ke he thong dun tap trung vao mue Lieu thay
del hanh vi hoac thai de, thang diem holm thanh muc tieu quan tam tOi
mue tieu cua khach hang. Nhu vay, no trao quy-en cho khach hang la dat ra
va to hoan thanh muc Lieu dm. minh (Poulin, 2000). Viec su dung thtiOng
xuyen the bang bieu co the gitip khach hang nhin Hay su Len bb cua minh
trong qua trinh hoan tat muc tieu.
Nhilng diem yeti erm m(5 hinh thang diem hoan thanh muc tieu cO the
la cee van de hoac trong s6 khong phan enh tinh trang that cria khach
hang. Chang han, cac trong s6 cna mot muc tieu có the thay trong qua
trinh can thiep, dOi hoi viec cap nhat bang thang diem hoan thanh mix
Lieu. Han che nila la do met s6 muc tieu kh6 the dinh mac dO holm thanh.
Thang diem hoan thanh muc tieu eó the khong the dung trong truOng hOp
cO nhieu mite do hoan thanh mue tieu khong xac chub ro rang. Mite de hoan
thanh mue tieu md h6 e6 the lam giam gin tri cua ceng cu danh gia nay.
Chang han, mue Lieu "cam thgy hanh pluie hon" hoe(' "cam thgy to tin han"
co ye rat md he va khong Miu ich (Nurious & Hudson, 1993).
Thang diem yen de d6i Wong
Thang diem van de doi Wong dude su dung trong cac tinh hueng ma
nhan vien thug the la hei va khach hang da the dinh dude van de can loaf
ba ho4c giam Mt (Alter va Evens, 1990). Phudng phap climb gia nay hau
ich khi khO hoac khong the luring hoa (kW lc& qua. Btidc dau tien la [Met
bieu the van de theo thug ngil vg hanh vi. AKO van de cO the ',hang danh
gia nhu sau:
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