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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
1 2 3 4 50
5
10
15
20
25
30
35
Verbal Greets at Big Apple Bagel
Actual GreetsPotential Greets
Sessions
Am
ou
nt
of
Gu
est
th
at
en
tere
d
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
1 2 3 4 5 6 7 8 9 100
5
10
15
20
25
30
35
40
45Verbal Greets that occurred within 10 seconds
Guest GreetedPotential Guest
Sessions
Am
ou
nt
of
Gu
est
th
at
en
tere
d
Baseline Intervention
Graphical Feedback Used During Intervention at site
1 2 3 4 5 6 7 8 9 100
5
10
15
20
25
30
35
40
45Verbal Greets at Big Apple Bagel
Within 10 seconds
Actual Greets
Sessions
Am
ou
nt
of
Gu
est
tha
t e
nte
red
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
1 2 3 4 5 6 7 8 9 10 11 12 130
5
10
15
20
25
30
35
40
45
Verbal Greets that occurred within 10 seconds at Big Apple Bagels-Centre St.
Actual GreetsPotential Greets
Sessions
Am
ou
nt
of
Gu
est
th
at
en
tere
d Baseline Intervention Recycle
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)
1 2 3 4 50
1
2
3
4
5
I was aware of the standards of greeting within 10 seconds of entrance prior to intervention
Rankings
How
man
y p
eop
le r
an
ked
th
e
nu
mb
er
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???