An experimental case study of the successes and failures of job enrichment in a government agency

An experimental job enrichment program was introduced in 3 clerical work units ( N = 1,000 workers) of a federal agency. Matched control groups were selected for each experimental unit. The program was introduced after careful diagnosis of the work situation and thorough training of the personnel involved. Within the limits imposed by the field situation, before-after measures of both behavior and attitudes suggested that changes in behavior (e.g., productivity, absences) occurred in favor of the experimental groups. Job enrichment apparently had no effect on attitudes, however. On the basis of interviews and observations, the productivity changes were attributed mainly to more efficient use of manpower, elimination of unnecessary operations, and feedback and competition, while the absence changes were attributed mainly to initial changes in morale based on the expectation of extrinsic rewards. It is concluded that attitudes did not improve because the expectations and desire for such rewards had not been met. The problem and limitations of job enrichment are discussed. (23 ref)