The "Intelligence" test consisted in first reading a series of word-pairs consisting of words which naturally go together. There were twenty pairs. Then I read only the first word of each pair, and had the operator write down only the last word of the pair. A percentage figure was determined. in this case. The "Speed" test was that of sorting a pack of cards into four piles one at a time. The time consumed in seconds and fifths was used in this case. The "Space-Perception" test was that of bisecting first one edge and then the other edge of a piece of paper by a pencil point, judging the distance entirely by the eye. The error in very small decimals of an inch was used in this case. The "Accuracy" test was that of placing a mark as near as possible at the intersection of two fine lines in the centers of 10 small circles arranged in definite order on a vertical board; some of the circles being at full arm's length, others at half-arm's length, and others at short-arm's length. Both right and left arms were used. This was done with as much speed as possible and accurately as possible. The time in seconds and fifths, together with the number of marks placed outside the small circles were used as factors in a formula, in computing the result. It was then necessary to strike a relationship between each of the tests and give them each a value. I gave each test a maximum value based on the minimum error. Two bases were used, one determined from the requirements of a good local exchange operator and the other from the requirements of a good long distance operator. The sum of the maximum number of points possible for the seven tests, gives 100 or 100 per cent efficiency for each rating. The points assigned are as indicated by Table "A." I then arranged a Table of points for each of the seven tests, ranging from the maximum number of points allowed by that test with a minimum error, to zero points for the maximum error allowed. The sum of the points made by an operator for all of the tests would equal her efficiency for the whole seven tests, or her total points out of a possible 100. These tables "B" to "H" inclusive will show you the values as I have just explained. The results actually obtained from the tests are shown in Table I. The records are those of both local and long distance operators. I have designated local operators by capital letters, and long distance and special operators by double capital letters. This table is arranged in order of rank according to the proficiency shown by each in the tests. You will note the figures which are the averages of all the operators for each test. All operators falling below this average in any test are shown by a minus sign before the figure. I will now take a few distinctive cases. First that of "A" who heads the list with 78.6 points as figured on a local operator basis and 77.1 on a long distance operator basis. This young lady had been in the employ of the company only 3 weeks when the tests were made, and had just started working at a switchboard. From the time that she entered the operator's school, the instructor in charge repeatedly remarked that this girl learned the work faster and adapted herself to it quicker in actual practice than any student operator she had ever had. Her record in the tests bears out the statement of the instructor as you can see. Please note that she excelled in "Attention" especially, the most essential of all the tests. But unfortunately after such a fine start she became married and left the service. And I wish to say right here, that no employment system will ever anticipate marriage which is one of the three greatest causes for the resignation of operators. However, in six weeks this girl showed herself to be more efficient in actual service than 75% of all the operators in the service. I will next consider "D." She had been in the service 1.5 years and is an excellent operator. You will note that she made a perfect record in “Intelligence" and fell slightly below in two other essentials. From that excellent Intelligence record and the good general average made I selected her to fill the next vacancy in our supervisory force and started her course of training for that position. Operators "J" and “K” are god average operators and made records above the average in what I consider the three most important tests, namely. Attention, Memory and Intelligence. These two operators have been in the service one year. I now wish to consider the last two on the local operator list. They are "P" and "Q" and are totally unit. Both have been given notice on several occasions to show improvement within ten days or be dismissed. You will note they are way below the average in every essential. Neither one was dismissed because of their dire necessity for work. One of them did leave during the summer to take another position. She couldn't hold it down, however, so she came back. We will pass up the local operators for a time and take up long distance operators. Operator “AA” who made excellent records in almost every test, has been in the service 1.5 years and is one of our most dependable employes. She is given special work of various kinds which requires exceptional ability. Operator "BB" is another very good operator and although only 7 months in the service she has shown marked ability and is being pushed forward to more responsible positions. Cherator "II" who has been in the service 8 months male a very poor record in the tests. She had been continually crowded in an effort to get her aroused to better work, het there was no response, and she left the service beat ore month ago, due primenally to her lack of "Memory" and elgene." the two most essential characteristics of a Long Distance To train a new girl and get her rounded cut to take this girl's position will cost the company $500.00 unless the new operator is above the average. This is why scientific employment is necessary. One more operator who is worthy of special note is "JJ." This operator is an Information Operator. Please note that she made the highest record in "Memory" of any girl tested. Of all the characteristics "Memory" is the most essential for an Information Operator. This girl was tried out as a regular operator but was unfit as her records show. Because of her good memory, she was made an Information Operator. Such a test as this made at the time she was first employed would have saved her and saved the company the unprofitable experience of trying to make a regular operator out of her. Let me call your attention to the fact that 80% of the local operators who made better than average records, made a better record on the local operator basis of figuring than they did on the long distance basis. Also that 75% of the long distance operators made a higher record on a long distance operator basis than on a local operator basis. This is not merely a coincidence, it is what should happen. Furthermore, it is evident that the operators who made good in the tests have either made good in the service or have every indication of doing so. Later on I will point out that proficiency made in the service and in the most essential of these tests are practically identical. As a rule it would seem that an operator falling below the average is unfit for service. This is generally true, but such exceptions as the very fine Information Operator who ranked first in the "Memory" test must be kept in mind. Just before concluding this discussion, I wish to refer back to Table I. and say that by eliminating four of the tests used and keeping only those of "Attention," "Intelligence," and "Memory," the records made by every operator corresponds very much closer to the performance made in the service. I do not wish to say that "Association," "Speed," "Space Perception" and "Accuracy" are not essential characteristics of a good operator, but merely that the tests which I used for them did not give nearly as satisfactory results as those for "Attention," "Intelligence," and "Memory." I can now consider only these three and go down the list and show you that every operator coincides in her record here shown with that made in actual service. I, therefore, believe these three to be the bases for proper standards with which we can work, and unless I can find tests more suitable for the other four I shall not use them in future experiments. In conclusion, let me say that while this experiment has probably accomplished very little and the results of all experiments which have been made in this work have barely scratched the surface; still each investigation of such a nature is opening new vistas, out of which is emerging what I believe to be one of the biggest unexplored and undeveloped fields for achievement in the industry of tomorrow. |