Behavioral System Feedback Measurement Failure: Sweeping Quality under the Rug

Behavioral Systems rely on valid measurement systems to manage processes and feedback and to deliver contingencies. An examination of measurement system components designed to track customer service quality of furniture delivery drivers revealed the measurement system failed to capture information it was designed to measure. A reason for this failure was an inadequate design, which resulted in sabotage of the measurement system by agents in the organization. The failure of this measurement system led to the ineffective operation of business processes and related systems. For example, a bonus pay system and a disincentive system were disabled due to the faulty measurement system. Suggestions for the development of a valid measurement system are offered. (Contains 1 figure.)