Evaluation of the Service Review Model With Performance Scorecards

The current study combined a management technique termed "Service Review" with performance scorecards to enhance staff and consumer behavior in a human service setting consisting of 11 supervisors and 56 front-line staff working with 9 adult consumers with challenging behaviors. Results of...

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Bibliographic Details
Published inJournal of organizational behavior management Vol. 32; no. 4; pp. 274 - 296
Main Authors Szabo, Thomas G., Williams, W. Larry, Rafacz, Sharlet D., Newsome, William, Lydon, Christina A.
Format Journal Article
LanguageEnglish
Published New York Taylor & Francis Group 01.10.2012
Routledge
Taylor & Francis Ltd
Subjects
Adults
Balanced Scorecard
Behavior Change
Behavior Problems
Caregivers
Changes
Consultants
Consumer behavior
Customer services
Human Services
Intervention
Meetings
Mental Retardation
Organizational behavior
performance scorecards
Personnel Evaluation
Program Effectiveness
Reinforcement
Scoring Rubrics
service review
Studies
Supervisors
Training
United States (Northwest)
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Summary:The current study combined a management technique termed "Service Review" with performance scorecards to enhance staff and consumer behavior in a human service setting consisting of 11 supervisors and 56 front-line staff working with 9 adult consumers with challenging behaviors. Results of our intervention showed that service review and scorecards produced significant staff behavior changes that were maintained over time. Positive consumer outcomes were also correlated with staff performance changes. The behavioral package of training, clinical consultation, service review, biweekly manager meetings, scorecards, and public posting has the potential to reduce the need for monetary staff incentives.
ISSN:0160-8061
1540-8604
DOI:10.1080/01608061.2012.729408