Bringing Service Standards to Life

This case study describes the efforts of performance consultants to improve the extent to which staff and volunteers at a nonprofit agency performed according to their customer service standards. After providing background information about the organization and its service standards, the case study describes the existing performance gap regarding the standards and the consultants' response to the client's initial request for training. The case study describes the performance analysis the consultants conducted, including the gap analysis, organizational analysis, environmental analysis, and cause analysis. The case study also describes the task analysis that the consultants conducted using the critical incident technique. The case study concludes with a description of how the consultants created the resulting training, and the effect of the training on the sponsoring organization.

Bringing Service Standards to Life

This case study describes the efforts of performance consultants to improve the extent to which staff and volunteers at a nonprofit agency performed according to their customer service standards. After providing background information about the organization and its service standards, the case study describes the existing performance gap regarding the standards and the consultants' response to the client's initial request for training. The case study describes the performance analysis the consultants conducted, including the gap analysis, organizational analysis, environmental analysis, and cause analysis. The case study also describes the task analysis that the consultants conducted using the critical incident technique. The case study concludes with a description of how the consultants created the resulting training, and the effect of the training on the sponsoring organization.

The Effects Of An Incentive Program Intervention On Driver Performance In A Private Nonprofit Agency

<p class="MsoNormal" style="text-align: justify; margin: 0in 0.5in 0pt;"><span style="font-size: 10pt;"><span style="font-family: Times New Roman;">The purpose of this study was to determine the effects of an incentive program on driver performance.<span style="mso-spacerun: yes;">&nbsp; </span>Archival absenteeism, complaint, and at-fault accident data were collected around an incentive program.<span style="mso-spacerun: yes;">&nbsp; </span>Results of the study showed partial support of the hypothesis that the incentive program would result in increased driver performance.<span style="mso-spacerun: yes;">&nbsp; </span>Limitations of the study and organizational recommendations are presented.</span></span></p>

Reviving India's grassroots social work for sustainable development

English This article presents data on simple rainwater harvesting practiced by a nonprofit agency in India. By constructing cost-effective check dams and liftirrigation systems, rural agriculture was improved and this ultimately relieved poverty and rejuvenated grassroots socioeconomic and sociopolitical changes in the least developed tribal drylands of western India. French Ce papier présente des données sur la récolte de la simple eau de pluie pratiquée par une agence à but non lucratif en Inde. En construisant des barrages contrôlés rentables et des systémes d'irrigation ascensionnelle, l'agriculture rurale a été améliorée, ce qui a soulagé la pauvreté au bout du compte, et régénéré des changements socio-économiques et sociopolitiques dans les zones dagriculture tribales les moins développées de l'Inde occidentale. Spanish Se presentan datos sobre una simple práctica de recogida de lluvia en la India por una no lucrativa agencia. La construcción de poco costo de pantanos de control y sistemas de irrigación con aguas subterráneas mejoró la agricultura rural de tal manera que alivió la pobreza y rejuveneció cambios socio económicos y sociopolíticos en la base, en las zonas tribales de sequío y menos desarrolladas del Occidente de la India.

Existential-Phenomenological Psychotherapy in the Trenches: A Collaborative Approach to Serving the Underserved

This article describes the origin and the work of a volunteer run nonprofit agency designed to provide low cost psychotherapy. The agency was developed by psychotherapists connected with the Seattle University graduate program guided by the vision of psychotherapy as a healing relationship and in response to a growing crisis in the mental health system. We address the benefits and the challenges of this collaborative effort, and especially the difficulty involved in successfully running an agency while staying true to a particular vision of therapy, collaboration, and community.