Number of Customer Service Calls Handled
Composite Criterion (Average of the 3 performance measures)
Using Multiple versus Composite Criteria.
Post-Training
Performance Ratings of Effort and Motivation
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Pre-Training
Based on the figure, we can see that the training generally did work – overall employee performance, the solid red line, based on the composite criterion, is higher after the training than it was before the training. However, notice that looking at the composite criterion only gives part of the story: It is masking the fact that there were some fairly substantial differences in terms of the degree to which the training affected each of the individual criteria.
If you click “unmask” below, you will see that although performance ratings and units produced seemed to go up quite a bit after training, the number of customer service calls handled (dotted purple line) didn’t change much at all. So one could say that the training had a strong effect on the first two criteria but nearly no effect on the third one. This is very important information for organizational researchers to have, because it suggests that the training may need to be revised so that it can also address the number of calls handled.
High
Low
Number of Units Processed
Performance
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