Betydelsen av feedback i arbetet : Fallstudier av Nordea och Försäkringskassan

Financial performance measurement is commonly used for measuring performance of employees,since it increases efficiency in operations and gives increased congruence of goals between managersand employees. Feedback is a useful tool, for example when communicating performancemeasurements. Feedback can be described as a rendition of information regarding someone else’sbehaviour. Mainly, feedback can be used in the evaluation of goals, but it is also useful for guidancein work behaviour. This can be achieved by constructive feedback communicated to employees inorder to motivate and pep employees to continued good work. Feedback can be communicated toemployees in a number of ways and can originate from many different sources. How feedback isperceived and interpreted by the employees depend on how it is communicated. This study focuses onfeedback from managers to employees and the purpose is to examine whether there are differencesregarding if and how they perceive changes in the behaviour of employees after receipt of feedback.To investigate these potential differences, a case study is carried out within two organizations. Bothorganizations have similarities in working approach and use of feedback in the evaluation ofperformance. The results of this study show no direct differences in how managers and employeesperceive that behaviour change among employees in the respective organization. Both managers andemployees seem to have similar perception of feedback, both regarding how they perceive feedbackand that no misunderstandings tend to occur. A significant reason for this seems to be that feedback isoften communicated verbally by personal feedback conversation, allowing the message in feedbackbecoming both straightforward and distinct. Since no differences have emerged between howmanagers and employees are experiencing behavioural changes amongst employees, an argument ispresented for reasons regarding these non-differences.Validerat; 20130702 (global_studentproject_submitter