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Human Service Organization Behavior-based Perfomance Management

Yes! The Behavioral Sciences have amazing and proven techniques for improving desired staff behaviors and results.

Proven techniques

How is it proven? Coming from the Behavioral Sciences, its recommendations and principles of management are proven through the use of the Scientific Method. A theory on a facet of organizational management is proposed. Then it is tested and tested using the Scientific Method. Control groups. Observations, predictions and tests by experimentations. Modifications of the theory and hypotheses. Either the theory and hypothesis are proven to be valid or invalid. If invalid, the theory and hypothesis are discarded. If proven to be valid, it becomes one of the proven laws of staff work behavior.

One facet of the testing procedure is that anyone, utilizing similar circumstances and procedures, can test the law and must arrive at the identical conclusion. It is this feature of the process that gives the principle its validity and a surety for those who put it to work in their workplace. Proven techniques enable supervisors and managers to increase desired work behaviors and decrease other undesired behaviors. Further, if the application of the principle is also valid, the results or outcomes of the desired work behavior are sure as well.

The second tier of a two-tiered Performance Management System.

There is a difference between the performance standards written for the frontline worker, and the standards written for the supervisors and managers of the front line worker. For instance, consider the matter of safe driving habits. On the one hand, there will be standards for the frontline worker doing the driving. Safe driving distances; accuracy on how to make a left hand turn; And other specific driving techniques. The expected result? The driver will go from point A to point B without accident or violation.

However, for the driver's supervisor, expectations of their performance address an extremely critical issue. How does the organization assure that the driver will actually perform according to standard? It is the issue that few organizations address and solve. Accordingly, there will be a higher probability of vehicle accidents until the organization undertakes a second tier of performance management- a set of principles and supervisory behaviors that assures a driver's performance to standard. When supervision and management of front line staff achieve behavior based performance management of front line staff, the probability of the vehicle accident or violation plummets. Consumers and staff are safer, and the costs of the organization's transportation incidents plummet as well.

Overview of the Performance Management System

There are six facets to the Performance Management system.

  1. Explicit written standards of performance that are observable, reliable, measurable and verifiable. Frontline standards can be written for consumer care, safety, supervision of frontline reporting staff, executive leadership and governance. The performance management system can work in any area of the organization's structure and operations.
  2. Appropriate communication of expected behaviors to reporting staff.
    • Job Descriptions.
    • Policies & Procedures.
    • Employee Manuals.
    • Training to Fluency.
    • Training that recognizes the realities of the learning process.
  3. Appropriate responses to front line staff behaviors and results.
    • Smart Reinforcements.
    • Appropriate penalties and punishments.
  4. Measurement and Performance Assessment.
    • Performance Monitoring.
    • Peer Observation.
    • Limited Employee Evaluation.
  5. Executive Leadership
    • Avoid blame.
    • Relationship development.
    • Use of science in incident investigation.
    • Listening skill sets.
  6. Feedback
    • Spreadsheets and graphs of measurements.
    • Performance Monitoring.
    • Immediacy of Feedback.
    • Focus upon improvement techniques.
    • Feedback that is readily understandable.
  7. Hulse/QM - Making a Difference
    Real Life Stories of Jack Hulse