7 -Eleven BSA project Excellent Student Spring 2006
Setting and Participants The setting was at 7 -Eleven, next to Big Burrito and Cottage Inn Pizza, on the corner of Drake and KL. n The participants were 5 employees ( a sixth employee started half way through the intervention). n
7 -Eleven
Pinpoints & Reasoning Pinpoint One: Greeting the customer when they enter. n Pinpoint Two: Stocking the cooler and grocery aisles with new products at the end of the employee’s shift. n This pinpoints are important to the manager, and she wants the employees to complete both. n
Front Facing
Not Front Facing
The Natural Contingencies Ineffective Natural Contingency Front Facing Before. Store is unkempt Behavior. Pulls item from back of shelf. After. Store looks infinitesimally more organized Behavior. Employee greets one customer. After. Infinitesimally smaller interaction with the customer Greeting Customers Before. Given level of interaction with the customer
The Competing Natural Contingencies Front Facing Before. Given amount of time to do other tasks Behavior. Pulls item from back of shelf. After. Less time to complete other tasks. Greeting Customers Before. Given amount of time to complete other tasks Behavior. Employee greets one customer. After. Less time to complete other tasks.
Input-Process-Output Ultimate goal: (Friendly, hygienic environment) Production: Employees greet customers and stock shelves (Unfriendly, unhygienic environment) Intermediate goals: (Employees greeting customers and stocking shelves. ) Production: Performance management including feedback, and reinforcement. (Employees not greeting customers or stocking shelves) Initial goal: (Employees trained what to do. ) Production: Post reminders, and inform employees of expectations. (Employees not trained what to do)
Intervention Goals. To increase greeting customers and front facing to happening 80% of the time or above for each behavior. n This was done by posting reminders, and a contest. n
The Contest Rulesn The employees have to meet a goal 80% greeting customers 80% of front stocking shelves n If the goal is met for three weeks a best buy gift card will be given to each employee. The maximum that a gift card can be is twenty dollars. n There will be postings of graphs to show progress
Three Contingency Models Front Facing Ineffective Natural Contingency Before. Given amount of time to do other tasks Behavior. Pulls item from back of shelf. After. Less time to complete other tasks. Performance Management Contingency Before. Will lose opportunity to gain reinforcer Behavior. Pulls item from back of shelf. After. Won’t lose opportunity to gain reinforcer. Inferred Theoretical Contingency Before. Fear of losing reinforcer. Behavior. Pulls item from back of shelf. After. No fear of losing reinforcer.
Three Contingency Models Greeting Customers Ineffective Natural Contingency Before. Given amount of time to do other tasks Behavior. Employee greets customer. After. Less time to complete other tasks. Performance Management Contingency Before. Will lose opportunity to gain reinforcer Behavior. Employee greets customer. After. Won’t lose opportunity to gain reinforcer. Inferred Theoretical Contingency Before. Fear of losing reinforcer. Behavior. Employee greets customer. After. No fear of losing reinforcer.
Evaluate the Intervention Overall the intervention was successful. n Greeting increase from an average of 24% of the time to 92. 27% during intervention. n Front Facing increased from 62. 5% during baseline to 81. 25% during intervention. n
Graph- Pinpoint One (Greeting)
Graph- greeting cumulative record (during intervention)
Graph of greeting opportunities Baseline Intervention
Graph Pinpoint Two Front Facing
Graph Cumulative Record of Front Facing (during intervention)
Recycle n n n Although I would not recycle the intervention, I would change the way that I collected data on front facing. Also, I would make the contest rules clearer, and make sure all the employees understood them. Lastly, I would make the rewards based on individual performance not the grop performance.
Relevance n Other Stores I went to other 7 -Elevens to compare their performance. Store location 1: Greeting: 0% (0/2) Stocking 100% Store location 2: Greeting: 25% (1/4) Stocking: 50%
Relevance (Continued) n With only posting graphs
Relevance (Continued) n With only posting graphs-
Questions? ? ? Comments!!!!!
Скачать презентацию 7 -Eleven BSA project Excellent Student Spring 2006
659de727e11e8d32d80ececa1b9d947c.ppt