THE INFLUENCE OF PERFORMANCE STANDARDS AND FEEDBACK ON SPEED AND ACCURACY IN AN ELECTRONICALLY MONITORED DATA-ENTRY TASK

This study examined performance effects of using electronic performanc e monitoring (EPM) and feedback to induce compliance with speed and ac curacy standards in a data entry task. The study focused on subjects w ho had difficulty meeting a preestablished data entry speed standard. Subjects performed a data-entry task for 3 days. On the 1st (baseline) day, no performance standards were imposed, and all subjects were ins tructed to work at their normal speed and accuracy levels. For the 2nd and 3rd days of the experiment, subjects were assigned at random to o ne of two groups. In an experimental group, EPM and feedback were used to induce compliance with preestablished speed and accuracy standards . In a control group, subjects were unaware of EPM and received no fee dback; they were instructed to continue working at their normal speed and accuracy levels. The introduction of EPM work management in the ex perimental group led to significant increases in data-entry speed that were accompanied by significant increases in data-entry errors. In ad dition, data-entry errors produced by experimental subjects increased significantly over time during the workdays in which EPM work manageme nt was employed. These effects are discussed in terms of relevant rese arch on goal setting and feedback utilization. The results suggest tha t when performance standards and feedback that emphasize speed more th an accuracy are applied in EPM-managed work settings, speed increments may be offset by decrements in work quality.