An application of the survey-feedback method in a service operation

This paper provides evidence of the usefulness of survey-feedback techniques for operations managers by describing an application in an actual operating environment. This research involved a two-year project in a major electrical utility where the survey-feedback process was used to reduce the nonproductive time of travelling work crews engaged in repair and maintenance tasks. Prior to the study, a disturbing upward trend existed in the nonproductive time of the work crews. The results showed that a dramatic downturn in nonproductive time occurred during the two-year study period. The downturn occurred after the operating changes were made, and it was observed in both the test and control groups. The improvement in nonproductive time is related directly to the operating changes made by management. Despite the fact that these changes were based on input provided by the workers, no positive changes in worker attitudes were observed on the survey variables over the two-year period. The results provide evidence that the survey-feedback process can be effective in changing the behavior of workers in a service operation, but not necessarily their attitudes. These results are very similar to the findings of another major study of the survey-feedback method which was done in a completely different operations environment.