|Applications of OBM and BBS Techniques in Privately-Owned Businesses
|Monday, May 26, 2008
|3:00 PM–4:20 PM
|Area: OBM/CSE; Domain: Applied Research
|Chair: Marisa Snow (Florida State University)
|Discussant: Marco D. Tomasi (Florida State University)
|CE Instructor: Marco D. Tomasi, Ph.D.
Applied behavior analysis can offer small business owners solutions to challenges they face on a daily basis. Employee performance can be improved by working with owners and managers to implement techniques based on the fundamental principles of behavior through proven scientific methodologies. The current session shares three investigations of behavioral technology in privately owned small business settings. Two studies focused on customer service behaviors of employees at privately-owned businesses. The third study targeted safety behaviors at privately-owned business.
|The Effects of Performance Management on Customer Service Behaviors at a Private Airport.
|ALLISON C. BLAKE (Florida State University), Sarah E. Casella (Florida Institute of Technology), Jon S. Bailey (FSU, BMC, FABA)
|Abstract: The purpose of this project was to increase customer service behaviors at a general aviation airport. Target behaviors for customer service included customer greeting upon entry and exit, smiling, naming and up selling of fuel. Interventions included task clarification and employee contract, followed by the use of visual prompts for up selling and smiling, graphic feedback and performance matrix. Results demonstrated increases in customer service behaviors as a result of the interventions. Smiling, naming and up selling remained variable, while introduction and exit greetings showed the greatest improvement after task clarification.
|Have a Safe Flight: Using Behavior-Based Safety Interventions at a General Aviation Facility.
|SARAH E. CASELLA (Florida Institute of Technology), Allison C. Blake (Florida State University), Jon S. Bailey (FSU, BMC, FABA)
|Abstract: The airfield of a general aviation facility can be a dangerous place. Propellers, turbines, fuel, and a high number of civilian and military pilots in a wide range of small aircraft all within close proximity to each other can increase the potential for injury. The purpose of this project was to increase safety behaviors at a general aviation airport. The target behavior for linemen was speeding. A hand-held device utilizing Doppler radar was used to assess speed both around and away from aircraft on the airfield. The intervention package for speeding included the posting of speed limit signage, manager speed demonstration and graphic feedback. Overall, speeding percentage and average speed decreased.
|Order Up! An Investigation of Task Clarification and Feedback on the Efficiency of Beverage Order Completion.
|MELISSA A. WILSON (Furman University), Jeanine P. Stratton (Furman University)
|Abstract: This study investigated the effects of task clarification and manager-delivered verbal feedback on bartender order completion efficiency at a privately-owned restaurant. The dependent variables included the time to serve a multiple-drink order, time to serve a single-mixed drink order, and time to serve a single bottled drink order. Results reflect a modest increase in efficiency across all three DVs during intervention. Further research is suggested with attention to employee-customer interaction, and individual responses to feedback.