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The Statistical Development Of An Index Of Office Performance, William (Bill) H. Williams, Hwei Chen

Publications and Research

ABSTRACT

In many organizations, similar operations are carried out at different locations. This is certainly true of plant operations, and for many corporations, is also true for their business offices. For example, in the AT&T System, the everyday contact with customers is performed in approximately twenty-one hundred different business office locations. These offices all perform very similar work functions. Other organizations such as the utilities and various government agencies also have this characteristic in that many different office locations perform essentially the same work tasks.

This situation leads to consideration of formal measurement schemes which can be used to compare …