Behavior Systems Analysis and Cleaning at Sushi Ya.

Name: Marisa PalanceClass: BSAP

Semester: Spring 2007TA 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 server’s behavior of cleaning was not occurring at the desired frequency.

Only around 65% was being completed correctly on a given day.

Let’s try to figure out why the cleaning wasn’t 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 don’t 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

Closing Duties Completed at Close

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BASELINE

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 checklistAnd 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

Current Ideal

Chores are completed 60% of the time

Chores are comleted 100%

Quantity All servers All servers

Timeliness After close After close

Cost Absolutely nothing!

No more than $50.00 for the entire intervention

Process Use new Job-Aid

Production: XDistribution_ __ R&D__ _

Input Servers that don’t 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 InterventionPerformance 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 7thImplementation 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!!!

IOA

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Chore - corresponds to number on checklist

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Evaluate the InterventionSushi Ya Performance for Closing Duties

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Baseline Intervention

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 it’s real”

Since the sushi roll incentive just wasn’t 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

Sushi Ya Performance for Closing Duties

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Goal Line

Baseline Phase I

Phase II

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…..

Let’s take a look at how they felt…………

Server’s Opinion

I Would like to Continue Using the Incentive

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1=Disagree 5=Agree

Nu

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I love BSAP!!

Behavior analysis

can save

the world……

One person at a time!

Questions or Comments???

Throw em’ at me kids!!