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The Limited Name: Robin Annis Class: BSAP Semester: Spring 2007 TA Name: Allison Mueller.
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Transcript of The Limited Name: Robin Annis Class: BSAP Semester: Spring 2007 TA Name: Allison Mueller.
The Limited The Limited
Name: Robin AnnisName: Robin AnnisClass: BSAPClass: BSAP
Semester: Spring 2007Semester: Spring 2007TA Name: Allison MuellerTA Name: Allison Mueller
I did a real intervention that took I did a real intervention that took place at The Limited, in the place at The Limited, in the Crossroad’s mall.Crossroad’s mall.
I worked with 5 cashiers.I worked with 5 cashiers.
Setting and Participant Setting and Participant DescriptionDescription
The quota for total number of The quota for total number of Limited credit cards sold a month Limited credit cards sold a month was not being met.was not being met.
The manager, Angie, wanted to The manager, Angie, wanted to increase the number of limited cards increase the number of limited cards sold. sold. Pinpoint: Increase offering of the Pinpoint: Increase offering of the
Limited CardLimited Card Baseline: 56%-71% (BAD!) Baseline: 56%-71% (BAD!)
Reason to InterveneReason to Intervene
Analyze the Natural Analyze the Natural ContingenciesContingencies
The Ineffective Natural The Ineffective Natural Reinforcement Contingency:Reinforcement Contingency:
The cashier can offer a Limited The cashier can offer a Limited credit card, but there is only a small credit card, but there is only a small chance that she will sell one.chance that she will sell one.
This outcome is too small, and too This outcome is too small, and too improbable to control the behavior improbable to control the behavior of offering a Limited card.of offering a Limited card.
Analyze the Analyze the Natural Natural
ContingenciesContingenciesIneffective Natural Ineffective Natural
ContingencyContingency
Low probabilityof credit
card being sold.
Cashier offers credit card.
Slightly higherprobabilitycredit card
will be sold.
Competing ContingencyCompeting Contingency
Unfortunately, there are many Unfortunately, there are many reinforcement and punishment reinforcement and punishment contingencies occurring at the same contingencies occurring at the same time, making offering the limited time, making offering the limited card less likely.card less likely.
Such contingencies are:Such contingencies are: Time to socializeTime to socialize Other duties to finish at workOther duties to finish at work
Analyze the Analyze the Natural Natural
ContingenciesContingenciesNatural Competing Natural Competing
ContingencyContingency
Given amount oftime to socialize
Cashier offerscredit card.
Less time tosocialize.
Avoidance of the Loss of a Reinforcer
(Finish transaction with no offer)
Punishment Contingency
Baseline GraphBaseline Graph
Sample graph
Limited Credit Card Offers
0
20
40
60
80
100
1 2 3 4 5 6
Session
Perc
en
tag
e o
f cre
dit
card
s o
ffere
d
Baseline
Baseline Graph Baseline Graph DescriptionDescription
Baseline was recorded for six sessions.Baseline was recorded for six sessions. Data ranged from 56%-71% of Limited Data ranged from 56%-71% of Limited
credit cards offered by cashiers.credit cards offered by cashiers. Manager goal= 100%Manager goal= 100%
Specify the Performance Specify the Performance ObjectivesObjectives
Ultimate Goal: Reach monthly quota.Ultimate Goal: Reach monthly quota. Intermediate Goal: Increase the Intermediate Goal: Increase the
amount of credit cards sold daily.amount of credit cards sold daily. Initial Goal (Pinpoint): Cashiers offer Initial Goal (Pinpoint): Cashiers offer
the Limited card 100% of the time.the Limited card 100% of the time.
Input-Process-Output Input-Process-Output ModelModel
(Cashiers that offer credit cards 100% of the time)
Production: Training workers to offer credit cards through positive reinforcement.
(Workers that do not offer credit cards 100% of the time)
Goal Specification FormGoal Specification FormOutputOutput Cashiers that offer Limited credit cards 100% Cashiers that offer Limited credit cards 100%
of the time.of the time.
StandardsStandards
QualityQuality
CurrentCurrent IdealIdeal
Credit cards Credit cards offered 56-71% offered 56-71% of the time.of the time.
Credit cards Credit cards offered 100% of offered 100% of the time.the time.
QuantityQuantityFew Cashiers& Few Cashiers& few customersfew customers
All cashiers& all All cashiers& all customerscustomers
TimelinesTimelinesss
If offer occurs-If offer occurs-By end of By end of transactiontransaction
Within ten Within ten seconds of seconds of transaction.transaction.
CostCost n/an/a n/an/a
ProcessProcess Training employees to offer credit cards Training employees to offer credit cards through positive reinforcement.through positive reinforcement.
Production: XProduction: X Distribution___Distribution___ R&D__ R&D__
InputInput Cashiers that do not offer credit cards 100% of Cashiers that do not offer credit cards 100% of the time.the time.
Design the InterventionDesign the Intervention
The cashiers will have the The cashiers will have the opportunity for positive…opportunity for positive…
Visual feedbackVisual feedback: Weekly posting : Weekly posting showing the number of opportunities showing the number of opportunities to offer Limited cards, and the actual to offer Limited cards, and the actual number of offers made.number of offers made.
Verbal feedbackVerbal feedback: Positive verbal : Positive verbal statements provided by the manager statements provided by the manager every two hours.every two hours.
Design the Design the InterventionInterventionPerformance Management ContingencyPerformance Management Contingency
No social praiseFrom manager.
Cashier offersLimited credit
card.
Social praiseFrom manager.
Fear of no Social praise.
Cashier offersLimited credit
Card.
No fear of no Social praise.
Design the InterventionDesign the InterventionPerformance Management ContingencyPerformance Management Contingency
Aversive sight Of poor
performancechart.
Cashier offersLimited credit
card.
No aversiveSight of poor Performance
chart.
Fear of aversiveSight of progress
Chart.
Cashier offersLimited credit
Card.
No fear of Aversive sight
Of progressChart.
Implement the Implement the InterventionIntervention
I personally notified the cashiers of I personally notified the cashiers of the intervention.the intervention.
Visual feedback was posted every Visual feedback was posted every Sunday at 4:00p.m.Sunday at 4:00p.m.
Verbal feedback was given to Verbal feedback was given to cashiers every two hours.cashiers every two hours.
Data was collected by direct Data was collected by direct observation.observation.
Evaluate the Evaluate the InterventionIntervention
Sample graph
Limited Credit Card Offers
0
20
40
60
80
100
1 3 5 7 9 11 13 15 17 19 21 23 25 27
Session
Per
cen
tag
e o
f C
red
it
Car
ds
Off
ered
Baseline Intervention
NOT BAD!
Evaluate the InterventionEvaluate the Intervention
I used an AB design.I used an AB design. Rates of offering the Limited card Rates of offering the Limited card
raised to 85%-100% of the time.raised to 85%-100% of the time. Reached goal 33% of the time.Reached goal 33% of the time. Low variability, and increased Low variability, and increased
responding.responding. Successful!!Successful!!
Recycle-real or Recycle-real or hypothetical?hypothetical?
No recycle phase was necessary.No recycle phase was necessary. In the future, I would recycle and set In the future, I would recycle and set
up an intervention for each cashier, up an intervention for each cashier, which should further increase the which should further increase the percentage of times credit cards are percentage of times credit cards are offered.offered.
Personal ExperiencePersonal Experience
The intervention was successful The intervention was successful and the manager is interested in and the manager is interested in continuing the intervention.continuing the intervention.
This experience has made me a This experience has made me a strong believer in the power that strong believer in the power that OBM has.OBM has.
Hard work pays off.Hard work pays off.
Manager and Employees’ Manager and Employees’ ExperienceExperience
Angie Miller is going to continue to Angie Miller is going to continue to use verbal reinforcement, and she use verbal reinforcement, and she added a personal cashier progress added a personal cashier progress board.board.
Employees liked the verbal feedback Employees liked the verbal feedback and the weekly postings, and would and the weekly postings, and would like to see them continue.like to see them continue.
New Progress BoardNew Progress Board
Increase in Limited Card Sales. Could it be
Positive Reinforcement?
Interobserver AgreementInterobserver Agreement
My roommate, Leanne Schrader My roommate, Leanne Schrader conducted IOA. She worked at The conducted IOA. She worked at The Limited before, so she was aware of Limited before, so she was aware of what counts as “offering” the what counts as “offering” the Limited credit card.Limited credit card.
100% IOA100% IOA
Treatment IntegrityTreatment Integrity
Data was recorded Friday, Saturday, Data was recorded Friday, Saturday, and Sunday (3 hours total).and Sunday (3 hours total).
Weekly graphs were posted every Weekly graphs were posted every Sunday at 4:00p.m.Sunday at 4:00p.m.
Every two hours the manager gave Every two hours the manager gave verbal reinforcement to the cashiers verbal reinforcement to the cashiers on their progress.on their progress.
A questionnaire was given to all A questionnaire was given to all 5 cashiers.5 cashiers.
The questionnaire asked The questionnaire asked questions about approval and questions about approval and effectiveness of new effectiveness of new procedures.procedures.
Social ValiditySocial Validity
Social ValiditySocial Validity
Seeing weekly graphs and getting hourly feedback encouraged me to offer the
Limited card?
0
1
2
3
4
5
6
1 2 3 4 5
Cashier
Le
ve
l o
f
ag
ree
me
nt(
1=
dis
ag
ree
,
5=
ag
ree
)
Success! Proof intervention worked.
Social ValiditySocial Validity
I would like the verbal feedback and graphic data to continue.
0
1
2
3
4
5
6
1 2 3 4 5
Cashier
Le
ve
l o
f a
gre
em
en
t (1
=d
isa
gre
e,
5=
ag
ree
)