1. 7-Eleven BSA project Excellent Student Spring 2006

2. Setting and Participants The setting was at 7-Eleven, next to Big Burrito and Cottage Inn Pizza, on the corner of Drake and KL. The setting was at 7-Eleven, next to Big Burrito and Cottage Inn Pizza, on the corner of Drake and KL. The participants were 5 employees ( a sixth employee started half way through the intervention). The participants were 5 employees ( a sixth employee started half way through the intervention).

3. 7-Eleven

4. Pinpoints & Reasoning Pinpoint One: Greeting the customer when they enter. Pinpoint One: Greeting the customer when they enter. Pinpoint Two: Stocking the cooler and grocery aisles with new products at the end of the employees shift. Pinpoint Two: Stocking the cooler and grocery aisles with new products at the end of the employees shift. This pinpoints are important to the manager, and she wants the employees to complete both. This pinpoints are important to the manager, and she wants the employees to complete both.

5. Front Facing

6. Not Front Facing

7. The Natural Contingencies Ineffective Natural Contingency Front Facing Greeting Customers Before- Store is unkempt After- Store looks infinitesimally more organized Behavior- Pulls item from back of shelf. Before- Given level of interaction with the customer Behavior- Employee greets one customer. After- Infinitesimally smaller interaction with the customer

8. The Competing Natural Contingencies Front Facing Greeting Customers Before- Given amount of time to do other tasks After- Less time to complete other tasks. Behavior- Pulls item from back of shelf. Before- Given amount of time to complete other tasks After- Less time to complete other tasks. Behavior- Employee greets one customer.

9. Input-Process-Output Ultimate goal: (Friendly, hygienic environment) Production: Employees greet customers and stock shelves Production: Employees greet customers and stock shelves (Unfriendly, unhygienic environment) (Unfriendly, unhygienic environment) Intermediate goals: (Employees greeting customers and stocking shelves.) Production: Performance management including feedback, and reinforcement. Production: Performance management including feedback, and reinforcement. (Employees not greeting customers or stocking shelves) (Employees not greeting customers or stocking shelves) Initial goal: (Employees trained what to do.) Production: Post reminders, and inform employees of expectations. Production: Post reminders, and inform employees of expectations. (Employees not trained what to do) (Employees not trained what to do)

10. Intervention Goals- Goals- To increase greeting customers and front facing to happening 80% of the time or above for each behavior. This was done by posting reminders, and a contest. This was done by posting reminders, and a contest.

11. The Contest Rules Contest Rules- The employees have to meet a goal- The employees have to meet a goal- 80% greeting customers 80% of front stocking shelves If the goal is met for three weeks a best buy gift card will be given to each employee. The maximum that a gift card can be is twenty dollars. If the goal is met for three weeks a best buy gift card will be given to each employee. The maximum that a gift card can be is twenty dollars. There will be postings of graphs to show progress There will be postings of graphs to show progress

12. Three Contingency Models Front Facing Ineffective Natural Contingency Performance Management Contingency Inferred Theoretical Contingency Before- Will lose opportunity to gain reinforcer After- Wont lose opportunity to gain reinforcer. Behavior- Pulls item from back of shelf. Before- Given amount of time to do other tasks After- Less time to complete other tasks. Behavior- Pulls item from back of shelf. Before- Fear of losing reinforcer. After- No fear of losing reinforcer. Behavior- Pulls item from back of shelf.

13. Three Contingency Models Greeting Customers Ineffective Natural Contingency Performance Management Contingency Inferred Theoretical Contingency Before- Given amount of time to do other tasks Behavior- Employee greets customer. Behavior- Employee greets customer. Behavior- Employee greets customer. After- Less time to complete other tasks. Before- Will lose opportunity to gain reinforcer After- Wont lose opportunity to gain reinforcer. Before- Fear of losing reinforcer. After- No fear of losing reinforcer.

14. Evaluate the Intervention Overall the intervention was successful. Overall the intervention was successful. Greeting increase from an average of 24% of the time to 92.27% during intervention. Greeting increase from an average of 24% of the time to 92.27% during intervention. Front Facing increased from 62.5% during baseline to 81.25% during intervention. Front Facing increased from 62.5% during baseline to 81.25% during intervention.

15. Graph- Pinpoint One (Greeting)

16. Graph- greeting cumulative record (during intervention)

17. Graph of greeting opportunities Baseline Intervention

18. Graph Pinpoint Two Front Facing

19. Graph Cumulative Record of Front Facing (during intervention)

20. Recycle Although I would not recycle the intervention, I would change the way that I collected data on front facing. Although I would not recycle the intervention, I would change the way that I collected data on front facing. Also, I would make the contest rules clearer, and make sure all the employees understood them. Also, I would make the contest rules clearer, and make sure all the employees understood them. Lastly, I would make the rewards based on individual performance not the grop performance. Lastly, I would make the rewards based on individual performance not the grop performance.

21. Relevance Other Stores Other Stores I went to other 7-Elevens to compare their performance. Store location 1: Store location 1: Greeting: 0% (0/2) Stocking 100% Store location 2: Store location 2: Greeting: 25% (1/4) Stocking: 50%

22. Relevance (Continued) With only posting graphs With only posting graphs

23. Relevance (Continued) With only posting graphs- With only posting graphs-

24. Questions????? Comments!!!!!