Improving Greeting Habits at Big Apple Bagels

Excellent StudentClass: BSAPSpring 2009

TA: Maegan Karas

Setting and Participant Description

All data collected and the setting location, Big Apple Bagel on Centre Street, is real.

Reason to Intervene

Customer service ratings weren’t at cooperate standards.

To check the efficiency of the customer service training.

To see if raises were necessary.

Analyze the Natural Contingencies

The natural contingency of selling more bagels, has an outcome that is too small to effectively control the behavior of the employees.

The natural competing contingency is not having time to interact with co-workers

Analyze the Natural Contingencies

Ineffective Natural Contingency

Has a given amount of satisfied

customers

Verbally greets one customer

Has a infinitesimally larger amount

of satisfied customers

Analyze the Natural Contingencies

Natural Competing Contingency

Given amount of

time to interact with co-workers

Verbally greets one customer

Has less time to interact with co-workers

Baseline Graph

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Verbal Greets at Big Apple Bagel

Actual GreetsPotential Greets

Sessions

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Baseline Graph Description

This graph shows the frequency of verbally greeting customers within 10 seconds of entrance before graphic visual feedback was presented.

Specify the Performance Objectives

The goal is to have 95% of the staff greeting customers within 10 seconds of entering the restaurant.

Goal SpecificationSubsystem #__1___Output Employees that verbally greet customer 95% of time within 10 seconds of entrance

Standards QualityCurrent Ideal

Just greeted Verbally

Quantity25% of employees All employees

TimelinessNot within 10 seconds

Within 10 seconds

CostN/A

No more than $75.00

ProcessChanging employee performance through graphic feedback

Production: X Distribution: R&D:

Front line Current IdealCost of Intervention

Personnel Shift Manager Shift manager N/AProcedures Customer service training Customer Service training 30 mins.Equipment N/A Poster board N/A

Contingencies No contingencies Incentive on being at 100% $20.00

Management Current IdealCost of Intervention

Personnel General Store Manager General Store Manager N/A

ProcedureTraining workers on proper customer service skills

Training employees on proper customer service skills

30mins.

Equipment N/A Poster board & markers to make graph $7.00

ContingenciesNo contingencies

Bonus contingent on increase in customer service greetings to 100%

$35.00

Input Employees that do not verbally greet customers 95% of the time within 10 seconds of entrance

Input-Process-Output Model

Design the Intervention

Intervention was designed with the General Store Owner, Jason Boussom, based on what worked in a previous BSAP project.

Design the InterventionPerformance Management Contingency

Will lose the opportunity

to see positive visual feedback

on Monday

Verbally greets one

customer

Will not lose the opportunityto see positive

visual feedbackOn Friday

Fear of losing opportunity to

see positive feedback on

Monday

Verbally greetsone

customer

No fear of losingopportunity to

see positivevisual feedback

on Monday

Implement the Intervention

Began March 19, 2009 Implemented for 4 weeks Used graphic visual feedback for

employees

Evaluate the Intervention

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45Verbal Greets that occurred within 10 seconds

Guest GreetedPotential Guest

Sessions

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Baseline Intervention

Graphical Feedback Used During Intervention at site

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45Verbal Greets at Big Apple Bagel

Within 10 seconds

Actual Greets

Sessions

Am

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Evaluate the Intervention

The intervention seems to have increased the greeting frequency of the Big Apple Bagel workers

Recycle-real or Hypothetical?

Recycle is hypothetical however, I’d use verbal feedback and visual feedback rather than just visual feedback .

Evaluate the Recycle

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Verbal Greets that occurred within 10 seconds at Big Apple Bagels-Centre St.

Actual GreetsPotential Greets

Sessions

Am

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Evaluate the Recycle

The recycle phase of graphical and verbal feedback seemed to have worked better than the initial intervention.

Treatment Integrity

List results of signed documents and an IOA score

IOA occurred 30% of the time during the project (1 time during baseline, 2 times during intervention).

IOA percentage was at 92%.

Social Validity

The main findings from the questionnaire given to employees wereMost employees found the feedback to be

helpful in monitoring their own performance

Most employees supported continuing the graphical feedback.

Social Validity (continued)

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I was aware of the standards of greeting within 10 seconds of entrance prior to intervention

Rankings

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Personal Experience

Enjoyed meeting new individuals Enjoyed performing a project in doing

OBM researching. Enjoyed working with the company

Manager and Employees’ Experience

General employees thought it was a great idea.

Made the employees more aware of how they treat the customers

The manager enjoyed the feedback since he’s never at the Centre St. location

General Manger was highly upset about the entire situation.

Questions or Comments???