Case Studies in Performance Improvement

Table of Contents

PRODUCTIVITY
1 Improving Manufacturing Productivity-Fast!
2 Improving Telemarketers' Performance Using Individually Scheduled Token Reinforcements within a Group Contingency and Lottery
3 Improving Performance Feedback Systems: A Case Study

QUALITY
4 Performance Consulting That Works: A Focus on Results
5 Intervention in a College Business Office
6 Best Practices in Performance Improvement (National Vision Care Example)

CUSTOMER SATISFACTION
7 Training for Performance Improvement in a Michigan State Agency
8 Service Quality That Lasts
9 Combining Training with Performance Support to Improve Customer Service

COMPETITIVENESS
10 Getting Everyone Involved through Open-Book Management 11 Taking Measures Beyond Monitoring to Driving Performance 12 Organization Effectiveness and Training Partnering to Improve Business Results
13 Validating and Effectively Using 360 Degree Feedback to Improve Management Skills
14 A Successful Conversion to a New Computerized Reservation System
15 Incentive Pay Replaces Wage Increase: A Case Study of the EMPACT-SPC Incentive Plan
16 Creating Operational Excellence and Developing an Intrapreneurial Workforce While Merging Cultures at UtiliCorp United

COST EFFICIENCY
17 "I Thought You Knew Who He Was": Training in Disguise
18 When Western Performance Improvement Looks East
19 Turning the Organization Sideways for Improved Results
20 Improving Safety Performance in the Field-HPT versus a Big Stick
21 From Fire-Fighting to Early Interventions
22 A Performance Edit