Effects of Process and Human Performance Improvement Strategies

Abstract

Organizational performance is a function of many variables, two of which are work process factors and human performance factors. Our study compared the effects of changing a work process versus human performance improvement techniques and the combined effects of combing both techniques. A 2 (manual vs. electronic process) X 2 (with vs. without behavioral intervention) between-subjects design with stratified random assignment was employed. Forty-eight participants performed a word processing task where their minutes-in-possession and error rate were recorded. Results revealed a main effect for process type and a main effect for behavioral intervention. The largest effects were observed with the context of a combined intervention. The implications of using a combined approach and topics for future researchers are discussed.

Key Words:

• Systems analysis
• process improvement
• human performance technology
• performance improvement
• performance management