Re: Grades, Results, and Customers

["Anton O. Tolman, Ph.D." <ANTON@wsh.state.wy.us>]

Resubmitted:
>
> >Richard Zultner:
> >
> >> I don't know anyone who questions the right of a customer to examine an
> >> offered result (a product, perhaps a graded product) evaluate it, and
> >> act on their evaluation. In the above case, you (a customer) want a
> >> knowledgeable doctor (the "product"), and you choose one out of many --
> >> the best one you can find (and afford) -- as far as you can tell.
> >> If we take the "grade" algebraic equation, and apply it to something
> >> offered a customer (make C the product), then the critique loses its
> >> force. The result (or the product, or the student) WILL be evaluated
> >> directly at some point (because of competition and scarcity). It may be
> >> done in better or worse ways, but it will happen (at least in this
> >> world). And when there are many alternatives, those who must choose will
> >> use summary criteria (like grades and grade point averages) to narrow
> >> their search. This is real behavior, and it drives markets.
> >
> >Richard, I would disagree with part of this.  When you go to see the doctor,
> >it is not the *doctor* who is the product, but the services he/she provides.
> >The doctor is a part of the system you are interacting with as a customer.
> >Thus, yes, we typically try to find the best system to optimize our health.
> >However, there are plenty of doctors who look good on paper (degrees,
> >schools, specialties, board certification), who upon interaction with the
> >customer, the customer decides the system stinks!  Confusing the person with
> >the outcome or product is exactly what is happening in our schools -- they
> >are confusing the student as the product instead of learning as the product.
> >
> >I agree evaluation will occur; the real question is HOW it occurs.  If it
> >continues to occur via grading then nothing will change and nothing will
> >improve.  The whole point is that we need to shake things up, create and push
> >for new ways for evaluation to occur.  You are right in that the need for
> >evaluations does drive the system, but it is embedded in the larger system
> >that we hope to change.  If you alter the constraints and conditions of the

Anton Tolman, PhD, CPHQ, Psychological Services Manager &
Quality Management Coordinator, Wyoming State Hospital
P.O. Box 177, Evanston, WY  82931-0177
Anton@wsh.state.wy.us    (307) 789-3464

"All great things are done for their own sake."   -- Robert Frost
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