7-eleven bsa project excellent student spring 2006
TRANSCRIPT
7-Eleven 7-Eleven
BSA projectBSA projectExcellent StudentExcellent Student
Spring 2006Spring 2006
Setting and ParticipantsSetting and Participants
The setting was at 7-Eleven, The setting was at 7-Eleven, next to Big Burrito and Cottage next to Big Burrito and Cottage Inn Pizza, on the corner of Inn Pizza, on the corner of Drake and KL.Drake and KL.
The participants were 5 The participants were 5 employees ( a sixth employee employees ( a sixth employee started half way through the started half way through the intervention).intervention).
7-Eleven7-Eleven
Pinpoints & ReasoningPinpoints & Reasoning
Pinpoint One: Greeting the Pinpoint One: Greeting the customer when they enter.customer when they enter.
Pinpoint Two: Stocking the Pinpoint Two: Stocking the cooler and grocery aisles with cooler and grocery aisles with new products at the end of the new products at the end of the employee’s shift.employee’s shift.
This pinpoints are important to This pinpoints are important to the manager, and she wants the the manager, and she wants the employees to complete both.employees to complete both.
Front FacingFront Facing
Not Front FacingNot Front Facing
The Natural ContingenciesThe Natural Contingencies
Ineffective Natural ContingencyIneffective Natural ContingencyFront FacingFront Facing
Greeting CustomersGreeting Customers
Before-Store is unkempt
After-Store looks
infinitesimallymore organized
Behavior-Pulls item from back of shelf.
Before-Given level
of interaction with the customer
Behavior-Employee
greets one customer.
After-Infinitesimally
smaller interaction with the customer
The Competing Natural ContingenciesThe Competing Natural Contingencies
Front FacingFront Facing
Greeting CustomersGreeting Customers
Before-Given amount of time to do other tasks
After-Less time to
complete other tasks.
Behavior-Pulls item from back of shelf.
Before-Given amount
of time to complete
other tasks
After-Less time to
complete othertasks.
Behavior-Employee greets one customer.
Input-Process-OutputInput-Process-Output
Ultimate goal: Ultimate goal: (Friendly, hygienic environment)(Friendly, hygienic environment)Production: Employees greet customers Production: Employees greet customers
and stock and stock shelvesshelves
(Unfriendly, unhygienic (Unfriendly, unhygienic environment)environment)
Intermediate goals:Intermediate goals: (Employees greeting customers and stocking (Employees greeting customers and stocking shelves.)shelves.)
Production: Performance management Production: Performance management including feedback, and reinforcement. including feedback, and reinforcement.
(Employees not greeting (Employees not greeting customers customers or stocking or stocking shelves)shelves)
Initial goal:Initial goal: (Employees trained what to do.) (Employees trained what to do.)Production: Post reminders, and inform Production: Post reminders, and inform
employees of expectations.employees of expectations. (Employees not trained what to (Employees not trained what to
do)do)
InterventionIntervention
Goals- Goals-
To increase greeting To increase greeting customers and front facing to customers and front facing to happening 80% of the time or happening 80% of the time or above for each behavior.above for each behavior.
This was done by posting This was done by posting reminders, and a contest.reminders, and a contest.
The Contest RulesThe Contest Rules
Contest Rules-Contest Rules- The employees have to meet a goal-The employees have to meet a goal-
80% greeting customers80% greeting customers80% of front stocking shelves80% of front stocking shelves
If the goal is met for three weeks a If the goal is met for three weeks a best buy gift card will be given to best buy gift card will be given to each employee. The maximum that a each employee. The maximum that a gift card can be is twenty dollars.gift card can be is twenty dollars.
There will be postings of graphs to There will be postings of graphs to show progressshow progress
Three Contingency ModelsThree Contingency ModelsFront FacingFront Facing
Ineffective Natural ContingencyIneffective Natural Contingency
Performance Management ContingencyPerformance Management Contingency
Inferred Theoretical ContingencyInferred Theoretical Contingency
Before-Will lose
opportunity to gain reinforcer
After-Won’t lose
opportunity to gain reinforcer.
Behavior-Pulls item from back of shelf.
Before-Given amount of time to do other tasks
After-Less time to
complete other
tasks.
Behavior-Pulls item from
back of shelf.
Before-Fear of losing
reinforcer.
After-No fear of
losing reinforcer.
Behavior-Pulls item from
back of shelf.
Three Contingency ModelsThree Contingency Models
Greeting CustomersGreeting Customers
Ineffective Natural ContingencyIneffective Natural Contingency
Performance Management ContingencyPerformance Management Contingency
Inferred Theoretical ContingencyInferred Theoretical Contingency
Before-Given amount of time to do other tasks
Behavior-Employee greets
customer.
Behavior-Employee greets
customer.
Behavior-Employee greets
customer.
After-Less time to
complete other
tasks.
Before-Will lose
opportunity to gain reinforcer
After-Won’t lose
opportunity to gain reinforcer.
Before-Fear of losing
reinforcer.
After-No fear of
losing reinforcer.
Evaluate the InterventionEvaluate the Intervention
Overall the intervention was Overall the intervention was successful. successful.
Greeting increase from an Greeting increase from an average of 24% of the time to average of 24% of the time to 92.27% during intervention.92.27% during intervention.
Front Facing increased from Front Facing increased from 62.5% during baseline to 62.5% during baseline to 81.25% during intervention. 81.25% during intervention.
Graph- Pinpoint One (Greeting)Graph- Pinpoint One (Greeting)
Greeting Customers
0
20
40
60
80
100
1 3 5 7 9 11 13 15 17 19 21 23
Sessions
Per
cen
tag
e o
f g
reet
ing
(%
)
Baseline Intervention
Graph- greeting cumulative recordGraph- greeting cumulative record (during intervention)(during intervention)
Greeting Customers
75
80
85
90
95
100
1 2 3 4 5 6 7 8 9 10 11 12 13
Sessions
Pe
rce
nta
ge
gre
ete
d
Goal
Graph of greeting opportunitiesGraph of greeting opportunities
Greeting Customers
0
5
10
15
20
25
30
1 3 5 7 9 11 13 15 17 19 21 23 25
sessions
per
cen
tag
e th
at e
mp
loye
e g
reet
ed
Opportunities
Actual greetings Baseline
Intervention
Graph Pinpoint Two Front FacingGraph Pinpoint Two Front Facing
Stocking
0
25
50
75
100
1 3 5 7 9 11 13 15
Session
Per
cen
tag
e o
f tw
o a
reas
st
ock
ed (
%)
stock day
Baseline Intervention
Graph Cumulative Record of Front Facing Graph Cumulative Record of Front Facing (during intervention)(during intervention)
Front Facing
50
60
70
80
90
100
1 2 3 4 5 6 7 8
Sessions
Per
cen
tag
e
Goal
RecycleRecycle
Although I would not recycle the Although I would not recycle the intervention, I would change the way that I intervention, I would change the way that I collected data on front facing.collected data on front facing.
Also, I would make the contest rules Also, I would make the contest rules clearer, and make sure all the employees clearer, and make sure all the employees understood them.understood them.
Lastly, I would make the rewards based on Lastly, I would make the rewards based on individual performance not the grop individual performance not the grop performance.performance.
Relevance Relevance
Other StoresOther StoresI went to other 7-Elevens to compare I went to other 7-Elevens to compare
their performance.their performance.
Store location 1:Store location 1:
Greeting: 0% (0/2)Greeting: 0% (0/2)
Stocking 100%Stocking 100%
Store location 2:Store location 2:Greeting: 25% (1/4) Greeting: 25% (1/4)
Stocking: 50% Stocking: 50%
Relevance (Continued)Relevance (Continued)
With only posting graphsWith only posting graphs
Greeting Customers
0
20
40
60
80
100
1 3 5 7 9 11 13 15 17 19 21 23 25
Sessions
Perc
en
tag
e o
f g
reeti
ng
(%
)
Baseline Intervention
Relevance (Continued)Relevance (Continued)
With only posting graphs- With only posting graphs-
Stocking
0
25
50
75
100
1 3 5 7 9 11 13 15 17 19
Session
Per
cent
age
of tw
o ar
eas
stoc
ked
(%)
stock day
Baseline Intervention
stock day
Questions????? Comments!!!!!Questions????? Comments!!!!!