>>>>>>>>>>>>> John Wise writes >>>>>>>>>>>>>>
I have deep reservations about the underpinnings of empirical support
offered for the effectiveness of what has been done to date. And if one
cannot measure the results in an sound way - then perhaps developing valid
measures is where we should be spending our resources.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
I totally agree. There are some funded research efforts going on right now
addressing the calibration of evaluators to produce more valid performance data.
While calibrating observers/evaluators is important, it assumes that you have a
solid set of criteria and tools from which to evaluate. I sincerely believe
that the CRM community will not be able to empirically test or validate their
contribution in any substantive way (beyond perception surveys) until the
underpinnings are addressed. Many of the challenges with the exiting
performance measurement systems lie in the flawed design of the assessment
tools/metrics. Underlying this whole challenge is what John refers to as the
theoretical underpinnings of empirical support.
Perhaps fleshing out some of these theoretical underpinnings is a challenge that
an Industry Developer's Group tiger team could begin addressing?
Best Regards,
Vince Mancuso, Ph.D.
Delta Air Lines Training