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.

Weekly Posted GraphWeekly Posted Graph

No negative

Visual feedback

Here!

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

)

Questions or Questions or Comments???Comments???

She Offered the Limited Card, check one!