7-Eleven BSA project Excellent Student Spring 2006

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!!!!!