Abstract
Es gibt zahlreiche Instrumente, die für die Leistungsmessung im Dienstleistungsbereich tauglich und auch schon erprobt worden sind. Einer dieser Ansätze, der bereits erfolgreich erprobt worden ist, steht im Fokus dieses Beitrags. Es ist ein Ansatz, um Messinstrumente partizipativ zu entwickeln und sie dann für Rückmeldungen an die Arbeitnehmer zu nutzen. Der Ansatz ist als Partizipatives Produktivitätsmanagement oder PPM bekannt. PPM wurde von Pritchard und seinen Kollegen unter dem Namen ProMES (Productivity Measurement and Enhancement System) in den USA entwickelt. In diesem Beitrag wird zunächst erläutert, wie ein PPM-System entwickelt wird, dann werden die Erfahrungen mit dem Einsatz dieser Interventionsstrategie im Kontext von Dienstleistungen erläutert, und schließlich werden Aspekte des Produktivitätsmanagements, die für Dienstleistungen von besonderer Relevanz sind, erläutert.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
References
Cohen, J. (1977). Statistical power analysis for the behavioral sciences. (Rev. ed.). New York: Academic Press.
Dunnette, M. D. (1976) Aptitudes, abilities, and skills. In: M.D. Dunnette (ed.), Handbook of Industrial and Organizational Psychology. Chicago: Rand McNally, pp. 473–520.
Frese, M., & Zapf, D. (1994). Action as the core of work psychology: A German approach. In: H. C. Triandis, M. D. Dunnette, & L. M. Hough (Eds.), Handbook of industrial and organizational psychology: Vol. 4 (2nd Ed., pp. 271–340). Palo Alto, CA: Consulting Psychologists Press.
http://www.brooksowen.com/cleaning-service
http://www.wssb.wa.gov/Geography/chapter%207,%20section%201web.htm
Kavanagh, J. (2001) http://brw.com.au/Stories/20010323/9236.aspx
Kleinbeck, U., Schmidt, K. H., & Przygodda, M. (1991, August). Participative productivity management (PPM) using ProMES: Theory, methods and empirical results from German studies. Paper presented at the meeting of the Academy of Management, Miami, FL.
Kopelman, R. E. (1986) Objective feedback. In: E. A. Locke (ed.), Generalizing from laboratory to field settings. Massachusetts/Toronto: Lexington Books, pp. 119–145.
Mintzberg, H. (1979) The structuring of organizations. Englewood Cliffs: Prentice-Hall.
Muckler, F. A. (1982). Evaluating productivity. In: M. D. Dunnette & E. A. Fleishman (Eds.), Human performance and productivity: Vol. 1. Human capability assessment (pp. 13–47). Hillsdale, NJ: Erlbaum.
Naylor, J. C., Pritchard, R. D., & Ilgen, D. R. (1980). A theory of behavior in organizations. New York: Academic Press.
Parkington, J. P., & Schneider, B. (1979). Some correlates of experienced job stress: A boundary role study. In: Academy of Management Journal, 22, 270–281.
Pritchard, R.D. (1990). Measuring and Improving Organizational Productivity: A Practical Guide. New York: Praeger.
Pritchard, R. D., (Ed.). (1995). Productivity measurement and improvement: Organizational case studies. New York: Praeger.
Pritchard, R. D. (1997). Measuring and improving organizational productivity: The productivity measurement and enhancement system (ProMES). Unpublished manuscript.
Pritchard, R. D., Holling, H., Lammers, F., & Clark, B. D., Eds. (2002). Improving organizat-ional performance with the Productivity Measurement and Enhancement System: An international collaboration. Huntington, New York, Nova Science.
Pritchard, R. D., Jones, S. D., Roth, P. L., Stuebing, K. K., & Ekeberg, S.E. (1988). The effects of feedback, goal setting, and incentives on organizational productivity. In: Journal of Applied Psychology Monograph Series, 73(2), 337–358.
Pritchard, R. D., Jones, S. D., Roth, P. L., Stuebing, K. K., & Ekeberg, S. E. (1989). The evaluation of an integrated approach to measuring organizational productivity. In: Personnel Psychology, 42(1), 69–115.
Pritchard, R. D., Kleinbeck, U. E., & Schmidt, K. H. (1993). Das Managementsystem PPM: Durch Mitarbeiterbeteiligung zu höherer Produktivität. (The PPM Management System: Employee participation for improved productivity.) Munich, Germany: Verlag C.H. Beck.
Pritchard, R. D., Paquin, A. R., DeCuir, A. D., McCormick, M. J., & Bly, P. R. (2002). Measuring and improving organizational productivity: An overview of ProMES, The Productivity Measurement and Enhancement System. In: R. D. Pritchard, H. Holling, F. Lammers, & B. D. Clark (Eds.), Improving organizational performance with the Productivity Measurement and Enhancement System: An international collaboration (pp. 3–50). Huntington, NY: Nova Science.
Schmidt, K., Przygodda, M., & Kleinbeck, U. (1995). Development of a productivity measure-ment and feedback system in a firm of commercial painters. In: R.D. Pritchard (Ed.), Productivity measurement and improvement: Organizational case studies (pp. 243–262). New York: Praeger.
Schneider, B., Bowen, D. E., Ehrhart, M. G., & Holcombe, K. M. (1999). The climate for service: Evolution of a construct. In: N. M. Ashkanasy, C. P. M. Wilderom, & M. F. Peterson (Eds.), Handbook of organizational culture and climate: 21–36. Thousand Oaks, CA: Sage.
Smith, P. C. (1976) Behaviors, results, and organizational effectiveness: the problem of criteria. In: M.D. Dunnette (ed.), Handbook of Industrial and Organizational Psychology. Chicago: Rand McNally, pp. 745–776.
kurz/thema4/np_01_13.pdf.
maintenance_service_sells
Wall, T. D., Corbett, J. M., Martin, R., Clegg, C. W., & Jackson, P. R. (1990). Advanced manufacturing technology, work design, and performance: A change study. In: Journal of Applied Psychology, 75, 691–697.
Watson, M. D., Hedley A., Clark, K., Paquin, A., Gottesfeld, N., & Pritchard, R. D. (1995). Using ProMES to evaluate university teaching effectiveness. In R. D. Pritchard (Ed.), Productivity measurement and improvement: Organizational case studies (pp. 190–208). New York: Praeger.
Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering quality service: Balancing customer perceptions and expectations. New York: Free Press.
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2005 Physica-Verlag Heidelberg
About this chapter
Cite this chapter
Pritchard, R.D., Sargent, M.J. (2005). Productivity Management in Service Settings. In: Herrmann, T., Kleinbeck, U., Krcmar, H. (eds) Konzepte für das Service Engineering. Physica-Verlag HD. https://doi.org/10.1007/3-7908-1595-0_6
Download citation
DOI: https://doi.org/10.1007/3-7908-1595-0_6
Publisher Name: Physica-Verlag HD
Print ISBN: 978-3-7908-0237-5
Online ISBN: 978-3-7908-1595-5
eBook Packages: Business and Economics (German Language)