Approaching Error-Free Customer Satisfaction through Process Change and Feedback Systems

Autor/inn/en	Berglund, Kristin M.; Ludwig, Timothy D.
Titel	Approaching Error-Free Customer Satisfaction through Process Change and Feedback Systems
Quelle	In: Journal of Organizational Behavior Management, 29 (2009) 1, S.19-46 (28 Seiten) PDF als Volltext Verfügbarkeit
Sprache	englisch
Dokumenttyp	gedruckt; online; Zeitschriftenaufsatz
ISSN	0160-8061
Schlagwörter	Employees; Performance Factors; Feedback (Response); Intervention; Error Correction; Quality Control; Consumer Economics; Purchasing + Suchen Sie Ihr Suchwort? Employee; Arbeitnehmer; Beschäftigter; Leistungsindikator; Korrektur; Qualitätskontrolle; Konsumökonomie; Beschaffungswesen; Kauf
Abstract	Employee-based errors result in quality defects that can often impact customer satisfaction. This study examined the effects of a process change and feedback system intervention on error rates of 3 teams of retail furniture distribution warehouse workers. Archival records of error codes were analyzed and aggregated as the measure of quality. The intervention consisted of a process change where teams of 5 employees who had previously been assigned a specific role within the process were cross-trained to know and help with other team members' functions. Additionally, these teams were given performance feedback on an immediate, daily, and weekly basis. Team A reduced mean errors from 7.47 errors per week during baseline to 3.53 errors per week during the intervention phase. Team B experienced a reduction in mean number of weekly errors from a baseline of 11.39 errors per week to 3.82 errors per week during the intervention phase. Team C did not experience significant error rate reduction. (Contains 1 table and 6 figures.) (As Provided).
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Erfasst von	ERIC (Education Resources Information Center), Washington, DC
Update	2017/4/10