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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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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Abstract 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.
AbstractList 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.
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. [PUBLICATION ABSTRACT]
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. (Contains 3 figures.)
Author Lydon, Christina A.
Rafacz, Sharlet D.
Newsome, William
Williams, W. Larry
Szabo, Thomas G.
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  givenname: Thomas G.
  surname: Szabo
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  givenname: W. Larry
  surname: Williams
  fullname: Williams, W. Larry
  email: larryw@unr.edu
  organization: University of Nevada
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  givenname: Sharlet D.
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  fullname: Rafacz, Sharlet D.
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  givenname: William
  surname: Newsome
  fullname: Newsome, William
  organization: University of Nevada
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  givenname: Christina A.
  surname: Lydon
  fullname: Lydon, Christina A.
  organization: University of Nevada
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Cites_doi 10.1901/jaba.1983.16-37
10.1177/0145445501252004
10.1080/01608060902874575
10.1016/0891-4222(87)90011-4
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10.1901/jaba.1970.3-1
10.1901/jaba.1987.20-313
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10.1901/jaba.1968.1-175
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10.1080/01608060902874567
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SubjectTerms 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)
Title Evaluation of the Service Review Model With Performance Scorecards
URI https://www.tandfonline.com/doi/abs/10.1080/01608061.2012.729408
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