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Johnna Stevens PSY 1400
PERFORMANCE MANAGEMENT INTERVENTION
I was recently given the assistant manager position at a store in the
mall called Francesca’s Collections.
With this new position came new responsibilities.
A tiny… yet important responsibility is email collection.
BACKGROUND
Store Goal: 200 per monthWhat were we getting?
NOT ENOUGH!!
CRISIS
January February52
54
56
58
60
55
60
Baseline Email Collection
Month
# o
f em
ail
s
Break the goal down to 50 emails a week… that equals 200 emails a month (assuming there is 4 weeks in a month)
TARGET BEHAVIOR: Each six team members now needs to collect 8-9 emails a week.
EASY!!
We now have a more realistic and easier goal by breaking it down.
WHAT WAS I GOING TO DO?
No reinforcer…
There also might have been a bit of punishment having to ask for emails.
BUT WHY WERE WE NOT COLLECTING 200 EMAILS PER MONTH??
Before:No aversively impatient
customer
Behavior:Asks for email
After:Aversively impatient
customer
Effective Reinforcer: Present the staff with a PRIZE at the end of each week,
contingent on collecting at least 8-9 emails that week
State the Rule: “To receive this prize, you must collect at least 8-9 emails by the end of each week. At the end of the week the opportunity to receive the prize will no
longer by available to anyone who did not reach their email goal “
PLANNING THE INTERVENTION
Problem! The reinforcer is too delayed…
What is going to maintain this behavior??
Break it down with the Three-Contingency Model of Performance Management.
DETERMINING THE CONTINGENCIES
Ineffective Natural Contingency
The success of collecting 8-9 emails per week was too small, though cumulative. This was not going to maintain the behavior
Effective, Indirect-Acting Performance Management ContingencyDeadline: By end of week
The outcome of this contingency is too delayed, an analog, therefore ineffective
Effective Inferred Direct Acting Contingency
The fear of losing the opportunity to receive the prize controlled behavior directly. This is what was maintaining behavior.
Before:Staff will lose
opportunity to win prize at end of week
Behavior:Collects 8-9 emails
per week
After:Staff will not lose
opportunity to win prize at end of week
Before:Fear of loss of
opportunity to win prize by end of week
Behavior:Collects 8-9 emails
per week
After:NO Fear of loss of
opportunity to win prize by end of week
Before:Given level of email collection success
Behavior:Collects 8-9 emails
per week
After:Slightly greater level
of success
STARTING THE INTERVENTION
Started beginning of March
Handed out a typed out performance contract of the stipulations of the
intervention and rules
Obtained verbal confirmation and also had them sign their contracts: proof they
understood the intervention
This is a chart I have posted in my back room to show our progress
This is how we kept track of the emails we collected. I printed one of these out each week.
By the end of week 4 in March we had cumulatively over the 4 weeks doubled our goal with 430 emails total!
RESULTS
January Febuary March0
100
200
300
400
500
55 60
430
Email Collection
Series1
Month
num
ber
of
em
ail
s
Extremely HAPPY with my results. I plan on using this intervention for 1
more month. I want to change to reinforcer so the
current one doesn’t lose value, and so I don’t burn a hole in my pocket
I hope to also use what I have learned in this class and apply it to life & work
problems.
WHAT WAS THE REINFORCER???