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| Tekijä: | Grant, R. A. Higgins, C. A. Irving, R. H. |
| Otsikko: | Computerized performance monitors: Are they costing you customers? |
| Lehti: | Sloan Management Review
1988 : SPRING, VOL. 29:3, p. 39-45 |
| Asiasana: | COMPUTERS PERFORMANCE MEASUREMENT AUTOMATION |
| Kieli: | eng |
| Tiivistelmä: | Those who install computerized performance monitoring systems claim that their use will increase productivity. Arguments are set forth by critics that these systems are dehumanizing and stress inducing. Very little research has been done to determine who is right. In a recently done research monitored and unmonitored workers were studied. They were doing identical jobs in the same firm still turned up dramatically different attitudes toward productivity and customer service. (The research was conducted in the group-claims-processing division of a major North American insurance firm.) The research framework and the methods of data collecting are described. Research findings are evaluated from managerial point of view. |
SCIMA