Can We Improve Rater Performance?
When raters in a 360 Feedback process do not perform as desired, the result can be highly skewed distributions: The data lose their utility, especially when they are to be used for decision-making. We use the ALAMO performance model [Performance = Alignment × (Ability × Motivation × Opportunity)] to dissect the causes and possible solutions for suboptimal rater performance. Using a systems model of 360 Feedback, we analyze three major factors that can determine the quality of 360 data (i.e., Instrument/Content, Process Features, and Rater Characteristics). No two 360 Feedback systems are the same. It follows that no two diagnoses or prescriptions will be the same across the dozens of decisions that must be made in the design and implementation of a given process. Some of those decisions can be guided by science, some by the unique organization and its leaders, and most by a combination of both. We strongly recommend that both groups of stakeholders (scientist practitioners and process owners) study this chapter prior to making those decisions.