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ERIC Number: EJ635377
Record Type: Journal
Publication Date: 2001
Pages: N/A
Abstractor: N/A
Reference Count: N/A
ISSN: ISSN-0898-5952
The Behavior Engineering Model at Work on a Small Scale: Using Task Clarification, Self-Monitoring, and Public Posting To Improve Customer Service.
Austin, John; Olson, Ryan; Wellisley, Julie Ann
Performance Improvement Quarterly, v14 n2 p53-76 2001
Explains Gilbert's Behavior Engineering Model that can enable the success of novice performance engineers by prompting appropriate front-end analysis and describes a performance improvement project conducted in the customer service department at an insurance agency. Discusses task clarification, employee self-monitoring, and public posting of group performance. (Author/LRW)
Publication Type: Journal Articles; Reports - Descriptive
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A