Note: Heterogeneity and Variability in the Context of Flow Lines

This is the authors' abstract. We don't add key points for this paper.

We propose a model in which between-individual differences in performance (heterogeneity) and within-individual differences in performance over time (variability) affect flow line performance. The impact of heterogeneity and variability is contingent upon the flow line context, particularly the rules governing the way work moves between employees (work flow policy). We show how subtle changes in this policy can have a motivational effect on heterogeneity and variability and how these, in turn, can impact the relationship between work flow policy and flow line performance.