2009/10/01 by David T. Goomas, Timothy D. Ludwig · 2 citations
Business, Management and Accounting · #Quality and Supply Management #Consumer Retail Behavior Studies #Customer Service Quality and Loyalty
paper · doi:10.1111/j.1559-1816.2009.00532.x
Electronic performance monitoring can monitor employee performance, while providing proximal goals and immediate feedback. A warehouse management system was enhanced to depict goal and performance on handheld wireless computers to improve order selection in an auto‐parts aftermarket distribution center. Upon the onset of the intervention of an engineered labor standard and electronic performance monitoring, performance immediately increased by 24 units picked per hour per person and was maintained for the duration of the study, an increase of 12.9%. Evidence from this study suggests that performance goals and feedback can be aggregated beyond the work‐unit level without decreasing the effectiveness of the intervention.