Handbook of Management Scales/Process control

Process control (alpha = 0.8459) Items Processes in our plant are designed to be "fool proof". A large percent of the equipment or processes on the shop floor are currently under statistical quality control. We make extensive use of statistical techniques to reduce variance in processes. Source Flynn et al. (1994): A framework for quality management research and an associated measurement instrument. Journal of Operations Management, Vol. 11, No. 4, pp. 339-366. Process control (alpha = 0.79/0.81) Items My pay increases and other tangible rewards depend on how well I follow sales procedures. My pay increases and other tangible rewards depend on my knowledge of selling procedures. My immediate supervisor monitors the extent to which I follow established procedures. My immediate supervisor evaluates procedures we use to accomplish the task of selling. My immediate supervisor modifies the procedures if desired results are not obtained. Primary weight in evaluating salespersons' performance is placed on sales behavior. Source Atuahene-Gima/Li (2002): When does trust matter? Antecedents and contingent effects of supervisee trust on performance in selling new products in China and the United States. Journal of Marketing, Vol. 66, No. 3, pp. 61-81. Adapted from Jaworski/MacInnis (1989). Related Scales New service development process focus Process management