critical incident technique

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An analytical technique used to identify those factors that are critical to the success or failure of individuals or systems in a given setting. People with first-hand experience (e.g. factory supervisors) are asked to describe incidents in which behavioural or other factors had a critical effect. These findings are then collated and analysed. The technique has mainly been used to devise rating scales for employee evaluation (see behaviourally anchored rating scales; behavioural observation scale) but is also used in accident analysis, analysis of customer complaints, and various other applications.

Subjects: Business and Management.

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