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Improving Greeting Habits at Big Apple Bagels

Improving Greeting Habits at Big Apple Bagels

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Improving Greeting Habits at Big Apple Bagels

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  1. Improving Greeting Habits at Big Apple Bagels Excellent Student Class: BSAP Spring 2009 TA: Maegan Karas

  2. Setting and Participant Description • All data collected and the setting location, Big Apple Bagel on Centre Street, is real.

  3. 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.

  4. 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

  5. Has a given amount of satisfied customers Verbally greets one customer Has a infinitesimally larger amount of satisfied customers Analyze the Natural Contingencies Ineffective Natural Contingency

  6. Given amount of time to interact with co-workers Verbally greets one customer Has less time to interact with co-workers Analyze the Natural Contingencies Natural Competing Contingency

  7. Baseline Graph

  8. Baseline Graph Description • This graph shows the frequency of verbally greeting customers within 10 seconds of entrance before graphic visual feedback was presented.

  9. Specify the Performance Objectives • The goal is to have 95% of the staff greeting customers within 10 seconds of entering the restaurant.

  10. Goal Specification

  11. Input-Process-Output Model

  12. Design the Intervention • Intervention was designed with the General Store Owner, Jason Boussom, based on what worked in a previous BSAP project.

  13. Will lose the opportunity to see positive visual feedback on Monday Fear of losing opportunity to see positive feedback on Monday Verbally greets one customer Verbally greets one customer Will not lose the opportunity to see positive visual feedback On Friday No fear of losing opportunity to see positive visual feedback on Monday Design the Intervention Performance Management Contingency

  14. Implement the Intervention • Began March 19, 2009 • Implemented for 4 weeks • Used graphic visual feedback for employees

  15. Evaluate the Intervention

  16. Graphical Feedback Used During Intervention at site

  17. Evaluate the Intervention • The intervention seems to have increased the greeting frequency of the Big Apple Bagel workers

  18. Recycle-real or Hypothetical? • Recycle is hypothetical however, I’d use verbal feedback and visual feedback rather than just visual feedback .

  19. Evaluate the Recycle

  20. Evaluate the Recycle • The recycle phase of graphical and verbal feedback seemed to have worked better than the initial intervention.

  21. 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%.

  22. Social Validity • The main findings from the questionnaire given to employees were • Most employees found the feedback to be helpful in monitoring their own performance • Most employees supported continuing the graphical feedback.

  23. Social Validity (continued)

  24. Personal Experience • Enjoyed meeting new individuals • Enjoyed performing a project in doing OBM researching. • Enjoyed working with the company

  25. 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.

  26. Questions or Comments???