The purpose of this study was to determine the effectiveness of an intervention designed to eliminate damage notification failures in a customer-specific standard operating procedure used by a global logistics company. Process maps identified locations in the process where damage notification failures could most likely occur. A revised process was designed overnight to eliminate as many notification failure points as possible. In addition, a job aid was included to help facilitate the process change for the drivers. The results of the intervention showed a rapid and profound decrease in damage notification failures leading to the retention of a large, profitable account with a minimal initial investment of time and money.

The following report is a description of the design, development, and evaluation of an online statistics performance support system. The target audience for the support system is students of Instructional Psychology and Technology (IP&T), especially those who have taken the IP&T 550 "Empirical Inquiry and Statistics" course. The product is designed to be used as a supplemental reference tool. The main purpose of the online performance support system is to help IP&T students select appropriate statistical procedures for their research and learn how to perform the necessary calculations using a statistics analysis software package called SPSS. This report summarizes the needs analysis, target audience analysis, instructional design process and the formative evaluation of the product. The results of the evaluation indicated that the users found great value in the product, that it was useful and effective in helping them select an appropriate statistical procedure, and that it helped them conduct the procedure in SPSS.