Suggestion Systems: A Usability-Based Evaluation Methodology

Abstract

Abstract. Usability has been used to design and assess products and websites. This paper takes the concept of usability one step further and proposes a framework to assess suggestion systems. Thus taking the concept of usability one step further and applying it in the area of ideas management through suggestion system. The fundamental premise of the article is that a suggestion system designed, with usability in mind, will improve innovation among employees, and hence increase participation. This framework was then used to assess four suggestion systems in an oil and gas company in the middle-east. These systems were further assessed for employee perception of their usability and participation. After collecting data on these three different aspects conclusions are drawn. Out of the four systems analyzed, the most usable suggestion system had the highest participation rate and the least usable system attracted the fewest suggestions.

The determinants for sustainability of an employee suggestion system

“…If employees do not receive feedback they may feel the management may be taking credit from their suggestions (Mishra, 1994). The feedback on non-implemented suggestions can keep employees motivated toward the scheme (Cho and Erdem, 2006;Bakker et al, 2006;Buech et al, 2010;Leach et al, 2006;Powell, 2008;Rapp and Eklund, 2007;Arif et al, 2010;Hultgren, 2008;Fairbank and Williams, 2001;Stranne, 1964;Van Dijk and Van den Ende, 2002;Du plessis et al, 2008). Finally, feedback should be detailed enough to aid the personnel to know the status of their idea, how to receive the reward (if any) and if it was rejected (Verdinejad et al, 2010).…”

“…The history, nature and significance of suggestion systems The history of suggestion systems traces back to 1721, when Yoshimune Tokugawa, the 8th Shogun, placed a box called "Meyasubako" at the entrance of the Edo Castle for written suggestions from his subjects (Arif et al, 2010). This is the most basic system known, an industrialized suggestion systems origin traces back to the nineteenth century.…”

“…Suggestion schemes also became popular in many countries and they have a considerable history that includes USA, Europe, Asia and the Middle East (Cooley et al, 2001). Moreover, suggestion schemes have come a long way (Arif et al, 2010) from anonymous postboxes (Crail, 2006) or suggestion boxes to a sophisticated computer based electronic suggestion system (Fairbank and Williams, 2001;Ahmed, 2009). Some of the common issues with traditional boxes have been the delay in processing of the suggestion and lack of feedback being given to employees.…”

“…Therefore, the development of an infrastructure (Marx, 1995) with simple methods (Hultgren, 2008) for submitting suggestions (McConville, 1990) is a key aspect of the suggestion schemes. A suggestion system designed with usability in mind, will improve innovation among employees, and hence increase participation (Arif et al, 2010).The goal should be to completely process a suggestion in about 30 days -and in no more than 60 days. Therefore, suggestion systems must be expertly administered and the ideas gathered must be promptly and rapidly processed (Marx, 1995;Hultgren, 2008;Frese et al, 1999;Van Dijk and Van Den Ende, 2002;Winter, 2009;Reuter, 1976).…”

“…Mclean (2005) notes an environment of freedom and autonomy is more likely to tap into the intrinsic motivation of its employees, which has been a key factor in promoting creativity in organizations. The coworker support (Madjar, 2008;Madjar, 2005;Shalley and Gilson, 2004;Arif et al, 2010) is recognized as one important element that can encourage employees to make suggestions.…”