A Daily-Adjusted Goal-Setting and Feedback Procedure for Improving Productivity in a University Admissions Department

Abstract

A daily-adjusted goal setting and feedback procedure was implemented in a universitv admissions unit to increase processing efficiency. A supervisor set daily performance goals that specified the amount and type of work to be done by each employee and provided brief feedback based on performance twice each day to each employee. Measurement of task completion rates across three processors in a multiple baseline design showed that the program resulted in large increases in amount of work done. Additionally, the amount paid for overtime hours and temporary employees decreased to zero during the intervention period and a decrease in absenteeism was observed after the implementation of the program.