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Measuring performance during crises and beyond: The Performance Promoter Score.

ABSTRACT: Many organizations are curtailing or even abandoning performance management because of difficulties measuring performance and disruptions in performance-based pay due to the COVID-19 crisis. Contrary to this growing and troubling trend, we argue that it is especially important during the crisis to not only continue but also strengthen performance management to communicate a firm's strategic direction, collect valuable business data, provide critical feedback to individuals and workgroups, protect organizations from legal risks, and retain top talent. To do so, we offer a solution to overcome the challenges associated with measuring performance during a crisis. Specifically, we extend and expand upon the well-established Net Promoter Score measure in marketing and introduce the Performance Promoter Score (PPS) to measure performance. We offer evidence-based recommendations for collecting PPS information for individuals, workgroups, and other collectives, computing a Net Performance Promoter Score (NPPS); using multiple sources of performance data, and using PPS for administrative and developmental purposes as well as to provide more frequent performance check-ins. PPS is a convenient, practical, relevant, and useful performance measure during a crisis such as the COVID-19 pandemic, but it is also an innovation that will be useful long after the pandemic is over.

SUBMITTER: Aguinis H

PROVIDER: S-EPMC7505577 | biostudies-literature | 2021 Jan-Feb

REPOSITORIES: biostudies-literature

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Measuring performance during crises and beyond: The Performance Promoter Score.

Aguinis Herman H Burgi-Tian Jing J

Business horizons 20200921 1

Many organizations are curtailing or even abandoning performance management because of difficulties measuring performance and disruptions in performance-based pay due to the COVID-19 crisis. Contrary to this growing and troubling trend, we argue that it is especially important during the crisis to not only continue but also strengthen performance management to communicate a firm's strategic direction, collect valuable business data, provide critical feedback to individuals and workgroups, protec ...[more]

PMID: 32981944

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Project description:PurposeMeaningful changes in picture naming responses may be obscured when measuring accuracy instead of quality. A statistic that incorporates information about the severity and nature of impairments may be more sensitive to the effects of treatment.MethodWe analyzed data from repeated administrations of a naming test to 72 participants with stroke aphasia in a clinical trial for anomia therapy. Participants were divided into two groups for analysis to demonstrate replicability. We assessed reliability among response type scores from five raters. We then derived four summary statistics of naming ability and their changes over time for each participant: (a) the standard accuracy measure, (b) an accuracy measure adjusted for item difficulty, (c) an accuracy measure adjusted for item difficulty for specific response types, and (d) a distance measure adjusted for item difficulty for specific response types. While accuracy measures address the likelihood of a correct response, the distance measure reflects that different response types range in their similarity to the target. Model fit was assessed. The frequency of significant improvements and the average magnitude of improvements for each summary statistic were compared between treatment groups and a control group. Effect sizes for each model-based statistic were compared with the effect size for the standard accuracy measure.ResultsInterrater and intrarater reliability were near perfect, on average, though compromised somewhat by phonological-level errors. The effects of treatment were more evident, in terms of both frequency and magnitude, when using the distance measure versus the other accuracy statistics.ConclusionsConsideration of item difficulty and response types revealed additional effects of treatment on naming scores beyond those observed for the standard accuracy measure. The results support theories that assume naming ability is decomposable into subabilities rather than being monolithic, suggesting new opportunities for measuring treatment outcomes.Supplemental materialhttps://doi.org/10.23641/asha.17019515.

Dataset Information

Measuring performance during crises and beyond: The Performance Promoter Score.

Publications

Measuring performance during crises and beyond: The Performance Promoter Score.

Similar Datasets

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