Behavior Systems Analysis and Cleaning at Sushi Ya. Name: Marisa Palance Class: BSAP Semester: Spring 2007 TA Name: Allison Mueller

The Setting Sushi Ya, a newly opened Japanese restaurant in Downtown Kalamazoo

The People Closing Servers - approx. 10 to12 on weekends 2 Assistant Managers

Reason to Intervene The servers behavior of cleaning was not occurring at the desired frequency. Only around 65% was being completed correctly on a given day. Lets try to figure out why the cleaning wasnt getting done!

Analyze the Natural Contingencies The contingencies for the servers are ineffective: - The outcomes are too small(but they definitely are cumulative) Or maybe….. - The outcomes are too improbable to control behavior This always happens to me!!

Analyze the Natural Contingencies Ineffective Natural Contingency Servers have a given level of cleaning to do Complete one chore Servers have infinitesimally less work to do The servers want the restaurant to do well and be clean. They also dont want to be fired for not completing their jobs but there are competing contingencies controlling their behavior.

Analyze the Natural Contingencies Natural Competing Contingency Servers can leave early Complete one chore Servers can leave slightly less early

Baseline Graph Description The previous slide showed the percentage of chores that were completed correctly. The data points are an average all the chore completed for that week. So…… 1 data point = 1 week

Specify the Performance Objectives The perfect performance of closing servers would be to complete chores 100% Initial next to the newly provided checklist And lastly, request that the manager on duty inspect and approve the completion with their initials as well

Input-Process-Output Model [Servers that complete 100% of chores every night] (Output) Use of new job aid for cleaning [Production] [Servers that do not complete 100% of (Input) chores every night]

Goal Specification Form Output Servers that complete 100% of chores Standards Quality CurrentIdeal Chores are completed 60% of the time Chores are comleted 100% Quantity All servers Timeliness After close Cost Absolutely nothing! No more than $50.00 for the entire intervention ProcessUse new Job-Aid Production: XDistribution_ __R&D__ _ InputServers that dont complete 100% of chores

Design the Intervention Target Behavior: - Complete all chores on checklist - Sign off on each chore Performance Managers: - Manager on duty Intervention Package: - Positive reinforcement contingent on desired behavior - Verbal feedback - Opportunity to win a free sushi roll of choice contingent on desired behavior

Design the Intervention Performance Management Contingency Servers have a given level of cleaning to complete Servers complete one chore Servers have infinitesimally less cleaning to complete Ineffective Natural Contingency Servers will lose the opp. For a free sushi roll at the end of the week Servers complete one chore Servers will not lose the opp. For a free sushi roll at the end of the week Performance Management Contingency Servers fear losing the opp for the free sushi roll Servers complete one chore Servers do not fear losing the opp. For the free sushi roll Inferred Theoretical Contingency

Behavior Analysis is way cool!!!!

Implement the Intervention Intervention was presented to servers on March 4th Intervention began on March 7th Implementation involved a new checklist, and verbal feedback on performance

IOA The hostess collected data on the same checklist Out of 9 chores, she agreed that 8 were completed correctly. 89% IOA is AWESOME!!!

Evaluate the Intervention

Percentage of chores completed did not improve to the desired frequency The increase in performance was most likely due to being observed Not all servers were enthusiastic about the incentive offered Recycling is a MUST!

Recycle - I swear its real Since the sushi roll incentive just wasnt working we decided to switch things up and add some money!!!! The servers now had the opportunity to win $5.00, which was of course contingent on performance….. Can they get their act together???

Recycle

Evaluate the Recycle Well, we have reached the end and I am impressed. Even though the servers never got the opportunity to win some much needed cash…. They still improved!! YAY!!! iII told you they could do it!!!

My Experience In the beginning I had some trouble with the managers being fired, and re-hired and then demoted and hired back on I learned how to apply my skills to a real business setting And…… I had FUN and ate a lot of sushi!!!

Manager and Employees Experience The managers enjoyed the intervention They will continue using the job-aid But on the other hand…. The employees were not as happy….. Lets take a look at how they felt…………

Servers Opinion

I love BSAP!! Behavior analysis can save the world…… One person at a time!

Questions or Comments??? Throw em at me kids!!