The Effects of Feedback and Goal Setting on the Productivity and Satisfaction of University Admissions Staff

The objective of the present study was to evaluate the effectiveness of a Organizational Behavior Management (OBM) intervention designed to improve the productivity and job satisfaction of clerical employees in a university admissions department. During the first phase of the intervention, supervisors used individualized daily goal setting and verbal feedback. During phase two, graphic display of individual performance levels was added to the goals and verbal feedback program. Productivity was measured via daily self reports of tasks completed. Job satisfaction was assessed by taking measures prior to and following the intervention using the Work Environment Scale, a standardized assessment of subjective responses to working conditions. Results indicated that (a) individual performance levels improved over baseline when daily goal setting and feedback were implemented, (b) individual performance levels were highest when the graphic display of task completion was used, (c) the effects of the program were maintained at follow up, and (d) indicators of job satisfaction improved following the intervention.