Performance, Accuracy, Data Delivery, and Feedback Methods in Order Selection: A Comparison of Voice, Handheld, and Paper Technologies

Field study was conducted in auto-parts after-market distribution centers where selectors used handheld computers to receive instructions and feedback about their product selection process. A wireless voice-interaction technology was then implemented in a multiple baseline fashion across three departments of a warehouse (N = 14) and was associated with a 17% increase in productivity over the previously implemented handheld scanning technology of the baseline condition and comparison departments that continued to use handheld scanner technology. Selection accuracy was nearly identical for voice (99.55%) and handheld (99.80%) technology. But, both were associated with substantially higher selection accuracy than a paper-based method (96.50%). Accuracy with voice instruction delivery, however, was most vulnerable whenever upstream events (i.e., processes that occur before the selection process such as receiving, replenishment, and inventory control) resulted in the wrong product being in the selection location. The implications and limitations that arise with these technologies are discussed as well as the expanded role of the Organizational Behavior Management professional.