The Limited Name: Robin Annis Class: BSAP Semester: Spring 2007 TA Name: Allison Mueller

I did a real intervention that took place at The Limited, in the Crossroad’s mall. I did a real intervention that took place at The Limited, in the Crossroad’s mall. I worked with 5 cashiers. I worked with 5 cashiers. Setting and Participant Description

The quota for total number of Limited credit cards sold a month was not being met. The quota for total number of Limited credit cards sold a month was not being met. The manager, Angie, wanted to increase the number of limited cards sold. The manager, Angie, wanted to increase the number of limited cards sold. Pinpoint: Increase offering of the Limited Card Pinpoint: Increase offering of the Limited Card Baseline: 56%-71% (BAD!) Baseline: 56%-71% (BAD!) Reason to Intervene

Analyze the Natural Contingencies The Ineffective Natural Reinforcement Contingency: The Ineffective Natural Reinforcement Contingency: The cashier can offer a Limited credit card, but there is only a small chance that she will sell one. The cashier can offer a Limited credit card, but there is only a small chance that she will sell one. This outcome is too small, and too improbable to control the behavior of offering a Limited card. This outcome is too small, and too improbable to control the behavior of offering a Limited card.

Analyze the Natural Contingencies Ineffective Natural Contingency Low probability of credit card being sold. Cashier offers credit card. Slightly higher probability credit card will be sold.

Competing Contingency Unfortunately, there are many reinforcement and punishment contingencies occurring at the same time, making offering the limited card less likely. Unfortunately, there are many reinforcement and punishment contingencies occurring at the same time, making offering the limited card less likely. Such contingencies are: Such contingencies are: Time to socialize Time to socialize Other duties to finish at work Other duties to finish at work

Analyze the Natural Contingencies Natural Competing Contingency Given amount of time to socialize Cashier offers credit card. Less time to socialize. Avoidance of the Loss of a Reinforcer (Finish transaction with no offer) Punishment Contingency

Baseline Graph Sample graph

Baseline Graph Description Baseline was recorded for six sessions. Baseline was recorded for six sessions. Data ranged from 56%-71% of Limited credit cards offered by cashiers. Data ranged from 56%-71% of Limited credit cards offered by cashiers. Manager goal= 100% Manager goal= 100%

Specify the Performance Objectives Ultimate Goal: Reach monthly quota. Ultimate Goal: Reach monthly quota. Intermediate Goal: Increase the amount of credit cards sold daily. Intermediate Goal: Increase the amount of credit cards sold daily. Initial Goal (Pinpoint): Cashiers offer the Limited card 100% of the time. Initial Goal (Pinpoint): Cashiers offer the Limited card 100% of the time.

Input-Process-Output Model (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 Form Output Cashiers that offer Limited credit cards 100% of the time. Standards Quality CurrentIdeal Credit cards offered 56-71% of the time. Credit cards offered 100% of the time. Quantity Few Cashiers& few customers All cashiers& all customers Timeliness If offer occurs-By end of transaction Within ten seconds of transaction. Cost n/an/a Process Training employees to offer credit cards through positive reinforcement. Production: X Distribution___R&D__ Input Cashiers that do not offer credit cards 100% of the time.

Design the Intervention The cashiers will have the opportunity for positive… The cashiers will have the opportunity for positive… Visual feedback: Weekly posting showing the number of opportunities to offer Limited cards, and the actual number of offers made. Visual feedback: Weekly posting showing the number of opportunities to offer Limited cards, and the actual number of offers made. Verbal feedback: Positive verbal statements provided by the manager every two hours. Verbal feedback: Positive verbal statements provided by the manager every two hours.

Design the Intervention Performance Management Contingency No social praise From manager. Cashier offers Limited credit card. Social praise From manager. Fear of no Social praise. Cashier offers Limited credit Card. No fear of no Social praise.

Design the Intervention Performance Management Contingency Aversive sight Of poor performance chart. Cashier offers Limited credit card. No aversive Sight of poor Performance chart. Fear of aversive Sight of progress Chart. Cashier offers Limited credit Card. No fear of Aversive sight Of progress Chart.

Implement the Intervention I personally notified the cashiers of the intervention. I personally notified the cashiers of the intervention. Visual feedback was posted every Sunday at 4:00p.m. Visual feedback was posted every Sunday at 4:00p.m. Verbal feedback was given to cashiers every two hours. Verbal feedback was given to cashiers every two hours. Data was collected by direct observation. Data was collected by direct observation.

Evaluate the Intervention Sample graph NOT BAD!

Evaluate the Intervention I used an AB design. I used an AB design. Rates of offering the Limited card raised to 85%-100% of the time. Rates of offering the Limited card raised to 85%-100% of the time. Reached goal 33% of the time. Reached goal 33% of the time. Low variability, and increased responding. Low variability, and increased responding. Successful!! Successful!!

Recycle-real or hypothetical? No recycle phase was necessary. No recycle phase was necessary. In the future, I would recycle and set up an intervention for each cashier, which should further increase the percentage of times credit cards are offered. In the future, I would recycle and set up an intervention for each cashier, which should further increase the percentage of times credit cards are offered.

Personal Experience The intervention was successful and the manager is interested in continuing the intervention. The intervention was successful and the manager is interested in continuing the intervention. This experience has made me a strong believer in the power that OBM has. This experience has made me a strong believer in the power that OBM has. Hard work pays off. Hard work pays off.

Manager and Employees’ Experience Angie Miller is going to continue to use verbal reinforcement, and she added a personal cashier progress board. Angie Miller is going to continue to use verbal reinforcement, and she added a personal cashier progress board. Employees liked the verbal feedback and the weekly postings, and would like to see them continue. Employees liked the verbal feedback and the weekly postings, and would like to see them continue.

New Progress Board Increase in Limited Card Sales. Could it be Positive Reinforcement?

Interobserver Agreement My roommate, Leanne Schrader conducted IOA. She worked at The Limited before, so she was aware of what counts as “offering” the Limited credit card. My roommate, Leanne Schrader conducted IOA. She worked at The Limited before, so she was aware of what counts as “offering” the Limited credit card. 100% IOA 100% IOA

Treatment Integrity Data was recorded Friday, Saturday, and Sunday (3 hours total). Data was recorded Friday, Saturday, and Sunday (3 hours total). Weekly graphs were posted every Sunday at 4:00p.m. Weekly graphs were posted every Sunday at 4:00p.m. Every two hours the manager gave verbal reinforcement to the cashiers on their progress. Every two hours the manager gave verbal reinforcement to the cashiers on their progress.

Weekly Posted Graph No negative Visual feedback Here!

A questionnaire was given to all 5 cashiers. A questionnaire was given to all 5 cashiers. The questionnaire asked questions about approval and effectiveness of new procedures. The questionnaire asked questions about approval and effectiveness of new procedures. Social Validity

Success! Proof intervention worked.

Social Validity

Questions or Comments??? She Offered the Limited Card, check one!