behavior systems analysis and cleaning at sushi ya. name: marisa palance class: bsap semester:...
TRANSCRIPT
Behavior Systems Analysis and Cleaning at Sushi Ya.
Name: Marisa PalanceClass: BSAP
Semester: Spring 2007TA Name: Allison Mueller
The Setting
Sushi Ya, a newly opened Japanese restaurant in Downtown Kalamazoo
The People
Closing Servers
- approx. 10 to12 on weekends 2 Assistant Managers
Reason to Intervene
The server’s behavior of cleaning was not occurring at the desired frequency.
Only around 65% was being completed correctly on a given day.
Let’s try to figure out why the cleaning wasn’t getting done!
Analyze the Natural Contingencies
The contingencies for the servers are ineffective:
- The outcomes are too small(but they definitely are cumulative)Or maybe….. - The outcomes are too improbable to control behavior
This always
happens to
me!!
Analyze the Natural Contingencies
Ineffective Natural Contingency
Servers have a given level of cleaning to do
Complete one chore
Servers have infinitesimally less work to do
The servers want the restaurant to do well and be clean. They also don’t want to be fired for not completing their jobs but there are competing contingencies controlling their behavior.
Analyze the Natural Contingencies
Natural Competing Contingency
Servers can leave early
Complete one chore
Servers can leave slightly less early
Closing Duties Completed at Close
0
10
20
30
40
50
60
70
80
90
100
1 2 3 4
Weeks
Perc
en
tag
e o
f C
hore
s C
om
ple
ted
BASELINE
Baseline Graph Description
The previous slide showed the percentage of chores that were completed correctly.
The data points are an average all the chore completed for that week.
So…… 1 data point = 1 week
Specify the Performance Objectives
The perfect performance of closing servers would be to complete chores 100%
Initial next to the newly provided checklistAnd lastly, request that the manager on
duty inspect and approve the completion with their initials as well
Input-Process-Output Model
[Servers that complete 100% of chores every night] (Output)
Use of new job aid for cleaning [Production]
[Servers that do not complete 100% of (Input) chores every night]
Goal Specification Form
Output Servers that complete 100% of chores
Standards
Quality
Current Ideal
Chores are completed 60% of the time
Chores are comleted 100%
Quantity All servers All servers
Timeliness After close After close
Cost Absolutely nothing!
No more than $50.00 for the entire intervention
Process Use new Job-Aid
Production: XDistribution_ __ R&D__ _
Input Servers that don’t complete 100% of chores
Design the Intervention
Target Behavior: - Complete all chores on checklist - Sign off on each chore
Performance Managers: - Manager on duty
Intervention Package: - Positive reinforcement contingent on desired behavior - Verbal feedback - Opportunity to win a free sushi roll of choice
contingent on desired behavior
Design the InterventionPerformance Management Contingency
Servers have a given level of cleaning to
complete
Servers complete one chore
Servers have infinitesimally less
cleaning to complete
Ineffective Natural Contingency
Servers will lose the opp. For a free sushi roll at the end of the
week
Servers complete one chore
Servers will not lose the opp. For a free
sushi roll at the end of the week
Performance Management Contingency
Servers fear losing the opp for the free
sushi roll
Servers complete one chore
Servers do not fear losing the opp. For the
free sushi roll
Inferred Theoretical Contingency
Behavior Analysis is way cool!!!!
Implement the Intervention
Intervention was presented to servers on March 4th
Intervention began on March 7thImplementation involved a new
checklist, and verbal feedback on performance
IOA The hostess collected data on the same checklist Out of 9 chores, she agreed that 8 were completed
correctly. 89% IOA is AWESOME!!!
IOA
0
1
2
3
4
5
6
7
8
9
1 2 3 4 5 6 7 8 9
Chore - corresponds to number on checklist
Nu
mb
er
Com
ple
ted
Evaluate the InterventionSushi Ya Performance for Closing Duties
0
10
20
30
40
50
60
70
80
90
100
1 2 3 4 5 6 7 8 9
Weeks
Perc
ent
Com
plet
edGoal Line
Baseline Intervention
Evaluate the Intervention
Percentage of chores completed did not improve to the desired frequency
The increase in performance was most likely due to being observed
Not all servers were enthusiastic about the incentive offered
Recycling is a MUST!
Recycle - “I swear it’s real”
Since the sushi roll incentive just wasn’t working we decided to switch things up and add some money!!!!
The servers now had the opportunity to win $5.00, which was of course contingent on performance…..
Can they get their act together???
Recycle
Sushi Ya Performance for Closing Duties
0
10
20
30
40
50
60
70
80
90
100
1 2 3 4 5 6 7 8 9
Weeks
Perc
en
t C
om
ple
ted
Goal Line
Baseline Phase I
Phase II
Evaluate the Recycle
Well, we have reached the end and I am impressed.
Even though the servers never got the opportunity to win some much needed cash….
They still improved!! YAY!!!iII told you they
could do it!!!
My Experience
In the beginning I had some trouble with the managers being fired, and re-hired and then demoted and hired back on
I learned how to apply my skills to a real business setting
And……
I had FUN and ate a lot of sushi!!!
Manager and Employees’ Experience
The managers enjoyed the intervention They will continue using the job-aid
But on the other hand….
The employees were not as happy…..
Let’s take a look at how they felt…………
Server’s Opinion
I Would like to Continue Using the Incentive
0
1
2
3
4
5
6
1 2 3 4 5
1=Disagree 5=Agree
Nu
mer
of
Serv
ers
I love BSAP!!
Behavior analysis
can save
the world……
One person at a time!
Questions or Comments???
Throw em’ at me kids!!