The Behavior Engineering Model at Work on a Small Scale: Using Task Clarification, Self-Monitoring, and Public Posting to Improve Customer Service

Abstract

Gilbert's (1978/1996) Behavior Engineering Model (BEM) can enable the success of novice performance engineers by prompting appropriate front-end analysis. This paper describes the third author's first performance improvement project conducted in the customer service department at an insurance agency. Front-end performance analysis informed the design of an intervention package that addressed particular environment and person variables. This package included task clarification, employee self-monitoring, and public posting of group performance. A multiple baseline design across behaviors was used to assess the effects of the intervention. The performance targets were: 1) the percentage of transactions where Customer Service Representatives (CSRs) used customer names, and 2) the percentage of transactions where CSRs suggested additional services available to customers. Average performance during intervention was more than 50% better than average baseline performance for both targets. Results are discussed in terms of the utility of the BEM as a front-end analysis tool that can guide novice performance engineers to build simple and inexpensive, yet effective, performance improvement interventions.