| This research describes a case in which OD theory was successfully implemented with technicians and managers from the Service organization of a ;This longitudinal study reviews the capabilities of implementing a true management-by-objective dashboard that allowed real time metrics across 1500 technicians, six management levels, 60,000 customers, and eight metrics using a red-light/green-light methodology. Throughout the study, an OD intervention was used to ensure that all 1500 technicians and management were involved in the process.;The intervention defined measurable outcomes; followed through with clear, consistent communication so employees understood expectations; created a visual way for employees to track their progress; measured employee performance based on a quantitative, verifiable approach; and provided incentive targets, which drove performance. Data was gathered from focus groups, structured and unstructured interviews, observations, surveys, and questionnaires in a process the technicians owned and for which they implemented all interventions. The data measured employee engagement, customer satisfaction, parts cost, trending and financial savings, like-for-like reductions, and Service revenue.;The study represents an innovation in the application of MBO and the communication of timely information, formerly limited by the state of information technology. It demonstrates how timely performance data led to timely corrective actions. Based on this success, technicians and managers revised the performance appraisal process. With the implementation of the dashboards, the technicians were doing more with less and exceeding their goals. This case proved that an employee-based initiative that affects the individual, group, and organization can have a profound effect on organizational performance. It also documents a successful OD intervention, creating a whole system change around a service organization to drive performance. This research case is unique but applicable to other organizations worldwide. OD practitioners facing similar situations might consider an OD intervention that incorporates electronic performance dashboards as a component of their intervention. |
