Article Abstracts

	Shaping a Safety Culture
	Measuring Customer Service
	The Have-to and the Pride Curves
	Characteristics of a Measurement System

Shaping a Safety Culture

This article describes three developmental systems that mark progress in the evolution towards a "want-to" safety culture.  The first is called the Basic Compliance System™, which ensures that safety training programs, work conditions, procedures, and processes comply with regulations.  Next, is the Self-Directed Regulatory Compliance System™, which involves workers in the task of ensuring regulatory compliance, and encourages them to take personal responsibility for making use of training and other regulatory provisions.   Finally, the Behavioral Safety System™ introduces a process for teaching individuals to scan for hazards, to focus on the potential injuries and the safe behavior(s) that can prevent them, and to act safely.  The outcome of people practicing these behaviors is reduced near-misses, which is the ultimate objective of a want-to safety culture. 

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Measuring Customer Service

Customer loyalty is a function of allowing the customer to satisfy his or her needs by contacting you.  No matter what your business, you have the power to provide more than the quality product or service you sell.  The added value of providing services beyond what the customer wants to purchase will make customer forgiveness more likely in the event of a failure to deliver.  This article focuses on understanding customer reinforcers (needs) and how to shape customer expectation.  The article also explores how to add value beyond providing the product or service you sell. 

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The Have-to Curve and the Pride Curve

This article describes how peoples' experience of consequences shapes their attitude, and therefore, their behavior.  It also explores the tell-tale behaviors that indicate where along the attitude continuum people rest. An assessment of where people's attitude's lie along the attitude continuum indicates the type of organizational culture that is prevalent.

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Characteristics of Measurement Systems

This article addresses how to develop an efficient and effective measurement system that is organized around a conceptual framework.  For example, if customer service is the issue to be measured, our understanding of customer reinforcers and how to shape customer expectations provides the framework that will influence what we choose to measure.  Organization of measures around the framework form a measurement system that is efficient, because the number of measures is minimized.  It is effective, because the obtained data is useful for determining when to positively reinforce desired performance and when to give constructive feedback for poor performance. 

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