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

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.     

Relationship between WISC-R and WRAT in children referred for learning difficulties

Correlations between the WISC-R Full, Verbal, Performance, and Freedom from Distractibility Scale IQs, WISC-R subtest scaled scores, and Wide Range Achievement Test Reading, Spelling, and Arithmetic standard scores were computed for a sample of 114 children (64 boys, 50 girls), aged 6 to 16 years, who were referred for psychological evaluation because of academic or learning difficulties. The Full Scale IQ, Verbal Scale IQ, and Freedom from Distractibility IQ correlated moderately with the three achievement area standard scores (rs of .48 to .59). However, the Performance Scale IQ correlated minimally with reading and spelling scores (rs of .26 and .27), but moderately with arithmetic scores (r = .40). The results support the concurrent validity of the WISC-R.     

Impact and dynamics of portfolio assessment and traditional assessment in a college physics course

Popular belief in alternative assessment procedures suggests that the use of student portfolios can help learners successfully organize and integrate newly acquired scientific knowledge. This two-group comparison study documents the use of student created portfolios in an algebra-based, college-level, introductory physics course. Sixteen students were assessed primarily using a portfolio-style assessment procedure. Nineteen students were assessed primarily using traditional, objective examinations. Both groups were given the same cumulative, multiple-choice final examination. All students completed a pre- and post-self-report survey of achievement in physics. There were no significant differences in learner achievement between the two groups on the final examination or on the self-report of achievement given before and after instruction. Analysis of two focus group discussions did, however, suggest that students assessed by portfolios feel less anxious about learning physics, devote considerable time to reading and studying outside of class, internalize and personalize the content material, and enjoy the learning experience. The results of this study suggest that portfolio-style assessment procedures support student achievement at least at the same level as traditional assessment procedures and appear to have additional benefits. © 1997 John Wiley & Sons, Inc. J Res Sci Teach 34: 255–271, 1997.     

Differences in associations of product- and process-oriented motor competence assessments with physical activity in children

ABSTRACT

There is a positive association between motor competence and physical activity in child populations. Little is known about the relative variance explained in physical activity when process- versus product-oriented approaches are used for evaluating motor competence. This study aimed to examine associations between product- and process-oriented motor competence assessments and their capability to explain variance in physical activity. Participants included 167 children between the ages of 6–9 years. The run, jump, throw and kick were assessed using process-oriented (Test of Gross Motor Development-2^nd edition) and product-oriented (run time, jump distance, throw and kick speed) assessments. Physical activity was assessed via Yamax Digi-walker NL2000 pedometers. Weak to strong correlations between process and product assessments were found (range: r = ± 0.01 to ±0.81). Statistically significant correlations between process and product scores were more frequent for the kick and throw. Both product- and process-oriented assessments were poor at explaining variance in pedometer assessed physical activity. No more than 4% of variance in physical activity could be explained by a single skill, regardless of whether product or process scores were used. Continued examination of associations between process- and product-oriented assessments may provide a more holistic understanding of motor competence across developmental time.     

The bacterium that got infected by a cow!

This article is a commentary on horizontal gene transfer and how it is modifying our understanding of evolution.