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.

Key Words:

• Performance feedback
• goal setting
• driver promptness
• social service agency
• meals to elderly
• group feedback
• public posting