The Effects of Individual Monetary Incentives With and Without Feedback

Abstract

This study examined the effects of an individual monetary incentive system with and without feedback to determine if feedback would supplement the effects of incentives. Participants were seven college students who performed a computerized task called SYNWORK. SYNWORK presented four sub-tasks concurrently: memory, arithmetic, visual monitoring and auditory monitoring. Participants earned points for correct responses. The dependent variable was the number of points earned. An ABAC design was used with A = individual monetary incentives without feedback, B = individual monetary incentives with feedback, and C = hourly pay with feedback. Sessions were 90 minutes, and there were 5 to 10 sessions per phase. The point scores of six of the seven participants increased when feedback was added to the incentive system but stabilized or continued to increase when feedback was removed. The feedback intervention was staggered in time across participants, and performance increased when feedback was added, hence the data suggest that feedback enhanced the effects of the incentives. One possible reason for the reversal failure is that feedback evoked higher levels of performance that were then maintained by the additional incentives. Because performance did not reverse, however, the results must be viewed cautiously.     

“How May I Help You?” Improving Telephone Customer Service in a Medical Clinic Setting

The current study was carried out per management request to improve the overall quality of telephone customer service among appointment coordinators in a medical clinic. Exceptional telephone customer service included (a) using a standard greeting, (b) speaking in the appropriate tone of voice throughout the call, and (c) answering every call received by the unit. A preintervention analysis suggested that performance deficiencies resulted from weak antecedents, poor knowledge and skills, and weak performance contingencies. Task clarification, goal setting, feedback, and performance-contingent consequences were combined to improve these customer service behaviors for 20 full-time appointment coordinators at the clinic. The study used an ABÁ reversal design with weekly maintenance and 5-month follow-up observations. Introduction of the multicomponent intervention produced visible improvements in greeting (38% increase) and friendly voice tone (22% increase) behaviors; performance was maintained above baseline levels at 5 months postmaintenance. Abandon rates (the percentage of calls not answered by a live voice) remained fairly stable, on average. Findings support the use of a multicomponent intervention to increase telephone customer service behavior in medical clinic settings.     

The Effects of a Combined Task Clarification,Goal Setting,Feedback, and Performance Contingent Consequence Intervention Package on Telephone Customer Service in a Medical Clinic Environment

Abstract

Appointment coordinators at a mid-western medical clinic were to provide exceptional telephone customer service. This included using a standard greeting, speaking in an appropriate tone of voice during the conversation, and using a standard closing to end the call. An analysis suggested performance deficiencies resulted from weak antecedents, poor knowledge and skills, and weak performance contingencies. An intervention package consisting of task clarification, goal setting, feedback, and performance contingent consequences was designed to improve customer service behaviors of four participating appointment coordinators. An ABAB reversal design was used, and overall performances of all four participants increased during intervention phases. This study indicates that a multi-component intervention may be an effective strategy to increase telephone customer service behavior in medical clinic settings.     

Implementation of a Posted Schedule to Increase Class-Wide Interobserver Agreement Assessment

The present study investigated the impact of an antecedent intervention in the form of a daily posted schedule on the interobserver agreement (IOA) assessment of educational goals implemented within a classroom at a private school serving individuals with disabilities. During baseline, the percentage of academic goals with interobserver agreement was low and stable (M?=?5%). Teacher performance improved during the intervention (M?=?92%). A reversal replicated this effect and performance maintained during 6-week, 6-month, and 1-year follow-up probes. Results suggest a daily posted schedule can effectively increase interobserver agreement assessment by direct-care teaching staff.     

Using Task Clarification and Feedback Training to Improve Staff Performance in an East African Nongovernmental Organization

The present study used a multiple-baseline design to illustrate the effectiveness of an intervention package consisting of a multipurpose job aid and feedback training in improving the performance of supervisors and animal trainers in a nongovernmental organization headquartered in East Africa. Prior to the intervention, the performance of three supervisors and three animal trainers was suboptimal. Performance improved when supervisors were taught to use the job aid and provide feedback, and reached a high and consistent level during a subsequent phase, in which supervisors used the job aid independently. Limited maintenance and generalization data suggest that the intervention package produced lasting and generalized effects, and social validity data suggest that supervisors viewed the intervention as acceptable. These findings appear to be the first experimentally controlled demonstration of the potential value of organizational behavior management in improving performance in nongovernmental organizations working in resource-poor areas.     

Swimming Pool Hygiene: Self-Monitoring,Task Clarification,and Performance Feedback Increase Lifeguard Cleaning Behaviors

The effects of task clarification, self-monitoring, and performance feedback on cleaning behaviors of 9 lifeguards in 3 performance areas (vacuuming, lobby tidying, and pool deck maintenance) were investigated using an ABA reversal design at a county swim complex. A specific task in each performance area was used as a behavioral control. Following a task clarification meeting, the percentage of closing tasks completed each night was self-monitored through ratings by lifeguards and managers. Researchers conducted independent ratings of these completed tasks after the staff had left the building. Feedback data were posted daily using line graphs that displayed the percentage of tasks completed correctly from both self-report and researchers' data. Overall performance increased from an average of 45.1% correct behaviors during baseline to an average of 76.9% during intervention then reversed to baseline during follow-up to an average performance of 45.05%.     

Reducing Absenteeism and Rescheduling Among Grocery Store Employees With Point-Contingent Rewards

The purpose of this research was to evaluate a reward program designed to reduce absenteeism among staff (N = 38) at a grocery store. The intervention included public feedback and a credit reward system whereby participants got store dollars for attendance and authorized rescheduling of work assignments. Results showed that absenteeism decreased from a group mean of 8 shifts missed per week during baseline to 4.25 shifts missed per week during the intervention before increasing to 6.75 shifts missed per week during the reversal phase. The mean total rescheduling occurrences were reduced from a baseline average of 19.83 per week to 9.25 per week during the intervention and returned to 22.25 per week during the reversal. Employees were also less likely to leave early during the intervention period.     

The impact of critical success factors of JIT implementation on organizational performance

Much has been written and publicized about the virtues of JIT philosophies during the past decade. However, relatively limited empirical research has been reported con-cerningJIT implementation on organizational performance. This study presents the results of an empirical study which utilized both concrete financial accounting data and a broad cross-sectional survey as measures of organizational performance to determine the impact of each JIT implementation requirement factor to organizational performance. Communication between production and marketing departments was identified as a critical factor for increased inventory turnover and work-in-process inventory turnover, while employees' participation and the bottom-up management approach were determined as significant factors for improving quality and flexibility. The results of this study imply that in JTT environment personnel management practices, such as bottom-up management encouraging employees participation, and organization management such as a communications linking the production and marketing departments, are more important than JIT practices themselves.     

组织创新、组织学习与绩效——一个调节效应模型的实证分析

以我国珠江三角洲地区217家企业为调查对象,对组织创新、组织学习与绩效之间的互动影响,以及基于三者关系建立的调节效应模型进行了实证研究.层次回归分析结果表明,组织学习在组织创新与绩效关系之间确实具有显著的调节效应,说明组织学习的高低水平会影响组织创新与绩效之间的关系,企业组织学习的水平越高,组织创新对绩效的促进影响作用越显著.     

The Effects of a Combined Goal Setting,Feedback and Incentive Intervention on Job Performance in a Manufacturing Environment

Abstract

Baked anodes are used in finished aluminum production. Employees of a large multinational aluminum smelter were responsible for the production of more than 3500 baked anodes per week. During a 74 week long baseline (A) condition, production of unusable anodes exceeded 300 per week or 8.6 percent of their nominal 3500 anode production requirement. A problem analysis suggested that this high rate of defective anodes might have been due to weak antecedents, inefficient work procedures and weak performance contingencies. An intervention package that included a combination of goal setting, performance feedback, and tangible rewards was designed to strengthen antecedents and consequences of job performance. A performance feedback system was introduced with and remained constant across the three types of performance contingent rewards and three successively higher goal levels. The three reward and goal combinations were introduced to “strengthen” antecedents and performance contingencies within an A-B1-B2-B3-A with reversal to baseline conditions design. Anode reject rates were lower (better performance) during the three intervention phases compared to both the pre- and post-intervention baseline phase data. A dramatic performance improvement (lowered rate of rejects) was observed during the B3 phase that included the highest performance goal. These data demonstrate that a treatment combination of specific goal setting, feedback and tangible rewards can “strengthen” antecedents and performance contingencies resulting in improved objective performance in a manufacturing environment.     

Organizational interventions: A research-based framework for the evaluation of both process and effects

Abstract

Organizational interventions are often recommended when organizations want to improve employee psychological health and well-being. Research, however, has revealed inconsistent results and reviewers have called for research on why interventions either bring about desired change or fail to do so. Answering the “how” and “why” of intervention outcomes requires a close examination of the elements that hinder or facilitate desired outcomes, thus moving beyond evaluation of only the overall effects. In this paper, we present an evaluation framework based on recent intervention research and process-oriented organization theory. The framework offers suggestions for which elements to include when evaluating organizational interventions. Within the framework, elements crucial to intervention evaluation are grouped into four overarching categories that we argue are crucial to evaluation over the five phases of an intervention programme. These categories are: the organizational “actors”; the mental models of those actors; the context of the intervention; and intervention design and process. Evaluation during the process as well as of the overall effects, as recommended by this framework, should throw light on what works for whom, why, how and under which circumstances.     

Preventing Credit-Card Fraud: A Goal-Setting and Prompting Intervention to Increase Cashiers’ ID-Checking Behavior

A goal-setting and prompting intervention was promoted by a restaurant manager to increase the frequency of cashiers’ ID-checking behavior. An A-B-A (Baseline-Intervention-Withdrawal) reversal design at one of two restaurants showed that the socially-valid intervention increased the percentage of ID-checked purchases significantly from 2.4% at Baseline to 35.8% during the Intervention phase. ID checking decreased slightly to 30.6% during the Withdrawal phase, showing maintenance of the target behavior. The percentage of ID-checked purchases at the control restaurant was almost nonexistent throughout the 18-week study.     

Improving Customer Service in a Large Department Store Through the Use of Training and Feedback

The purpose of this study was to increase the frequency of four specific customer-service behaviors in three full-time department store salespeople. The behaviors recorded were approaching customers, greeting them, being courteous, and appropriately closing the sale. These responses were defined as the four major steps involved in making a sale. A combination multiple baseline across subjects and a reversal design were used to evaluate the results. A training program had only a slight impact on improving service, but feedback produced a substantial improvement in the frequency of all four targeted customer-service behaviors. Removal of feedback produced a small decline in performance; but the percentage of exceptional customer-service behaviors increased to approximately the same levels as those obtained during the Feedback phase, when we told salespeople that their service would be evaluated by customers they waited on.     

Decreasing Delivery Drivers' Departure Times

Abstract

A performance feedback and goal setting procedure was used to improve the morning departure times for delivery drivers in a social services agency that provided meals to elderly clients. Daily group feedback with changing-criterion goal setting was delivered using charts in a publicly accessible area. Upon the onset of the intervention, performance improved significantly and accordingly reversed during the first withdrawal phase. These improvements were replicated in a second feedback phase but did not reverse in a second withdrawal phase. Individuals who were relatively low performers during the baseline phase saw their performance improve to equal that of relatively high performers during the intervention phases. This demonstration project replicates and extends a well-established OBM intervention to a transitional work environment.     

高绩效工作系统、组织学习能力与企业绩效的关系研究

以往对组织学习能力进行研究的较多,但同时涉及前因及后果变量,从系统的角度对其进行的研究相对较少。本研究导入系统的观点,建立起以高绩效工作系统为前因变量,以企业绩效为结果变量的研究模型;对782个中国企业样本的实证研究结果表明,组织学习能力在高绩效工作系统和企业绩效之间起部分中介作用。本研究为高绩效工作系统以及组织学习能力的相关理论研究提供了新的视角,提示企业应与现代管理方式接轨,注重组织学习能力与各项人力资源管理实践相互协同的作用。     

Using a Consultant Workshop Model to Improve Performance Management in Chinese Autism Agencies: A Preliminary Study

ABSTRACT

This study investigated the outcomes of using a consultant workshop model to help implement performance management (PM) methods in selected Chinese autism agencies. A need for improvement of educational services in Chinese autism agencies was identified. However, the theory and methods of organizational behavior management (OBM) in general and PM in particular are still foreign in the Chinese autism community. The primary research question of the current study was whether first-line teacher performance in Chinese autism agencies could be improved by the use of a consultant workshop model to train management staff to implement a PM system. Four autism agencies in different Chinese provinces participated in this study. Results demonstrated that after the implementation of the PM system through a consultant workshop model in the participating agencies, the performance of first-line teachers in these agencies improved in several important areas. The intervention appeared modestly effective. Implications of the outcome data and future directions for practitioners and researchers are discussed.     

High Performance Work Practices and Firm Performance: A Longitudinal Case Study

Accumulating research suggests that the adoption of high performance work practices (HPWPs) is related to organizations' performance. The evidence base is limited by its reliance on retrospective survey reports. This study uses an intervention, including longitudinal interview and survey reports, of the implementation and outcomes of the introduction of HPWPs alongside time series data of objective performance metrics recorded before and after the intervention. The results showed that the implementation of HPWPs was associated with subsequent and sustained increases in productivity and safety performance. The study suggests that a specifically designed intervention involving HPWPs can have beneficial effects both on productivity and safety, but other intermediary variables associated with the implementation process may be critical in mitigating potentially detrimental worker welfare effects arising from work intensification.     

A study of mediating variables of the relationship between 360° feedback and employee performance

The 360° feedback has been linked to several positive outcomes like improved performance, better interpersonal communication and smoother work relationships. Both academicians and practitioners would like more clarity regarding the link between 360° feedback and employee performance and the mediating factors in this relationship. This study empirically examines these mediating effects with a sample of executives (N = 198) working in four organizations in western part of India. The results show that interpersonal communication and quality of working life have a complete mediating effect. Leader–member exchange quality and perceived organizational support were found to have a partial but significant mediating effect. An elementary form of an integrated model, which includes all the four mediating variables and their interrelationships, has been developed conceptually. This model is examined and built up empirically using structural equation modelling.     

Functional Assessment and Intervention for Organizational Behavior Change: Improving the Timeliness of Staff Meetings at a Human Services Organization

We implemented functional behavioral assessment (FBA) at a human services organization to reduce the tardiness of scheduled staff meetings. Following baseline, FBA focused on antecedent and consequence conditions that affected staff arriving on time to scheduled meetings. These data were subsequently presented at a staff meeting in which staff planned an intervention to improve the timeliness of meetings. The intervention, composed of premeeting reminders, positive reinforcement for arriving on time, and meeting termination criteria (to facilitate meeting-to-meeting transitions), was implemented in a multiple baseline design across 3 types of meetings. As a result of the intervention, the number of minutes late that meetings started decreased. We discuss FBA within organizational behavior management that targets performance improvement objectives.     

The Effects of Graphic Feedback,Goal Setting,and Manager Praise on Customer Service Behaviors

Abstract

The current study used a multiple baseline design to investigate the effects of graphic feedback, goal setting, and manager praise on customer service behaviors in a large retail setting. Direct observation of customer greeting, eye contact, and smiling was used to collect data. After baseline data were collected feedback graphs were posted twice each week in the employee break room. A second intervention phase included goal setting and manager praise. Goals were developed based on employees' prior performance and were posted on the graphs. Managers then delivered immediate, verbal praise to employees. Graphic feedback produced slight increases in the customer interaction variables in the front of stores 1 and 2. Another small increase in performance was seen in the back of store 1 and the front and back of store 2 with the implementation of the interventions.