The Connection between the Disconnects: Exploring Process Redesign to Reduce Human Error

Abstract

It has been said that organizations are only as effective as their processes. However, often times organizational behavior management (OBM) utilizes performance management to resolve issues as opposed to Behavioral Systems Analysis (BSA), which encompasses process redesign to ensure processes operate efficiently. Ultimately, to assist in long-term beneficial changes, process redesign could be helpful for allowing performers to have the resources to benefit from the enhanced process. However, little research has been done that assesses performance change with disconnects removed or with the addition of automation in a controlled laboratory setting. Thus, the current study examined the effects of a comprehensive process level redesign on the timeliness and quality of completing a simulated work task. The task was completed by college students in a laboratory setting. The redesign involved streamlining the process, eliminating waste, and integrating automation into the process. Results indicated that the process level intervention improved performance on measures of timeliness. However, there was no statistically significant difference with respect to number of errors. Areas for future research are discussed.