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| A Proven Bailout for Business Owners: Performance Management to the Rescue |
| Saturday, May 23, 2009 |
| 2:00 PM–3:20 PM |
| North 221 AB |
| Area: OBM/EAB; Domain: Applied Behavior Analysis |
| Chair: Allison C. Blake (Western Michigan University) |
| Discussant: Sigurdur Oli Sigurdsson (University of Maryland, Baltimore County) |
| CE Instructor: Marco D. Tomasi, Ph.D. |
| Abstract: Performance management can offer business owners solutions to challenges they face on a daily basis. Critical employee behaviors can be improved by working with owners and managers to implement techniques based on the fundamental principles of behavior. The current session shares three applications of behavioral technology that utilize proven scientific methodologies to demonstrate effectiveness in privately owned business settings. |
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| Wake Up and Smell The Coffee: Improving Greeting Behaviors and Suggestive Selling at the Coffee Pub |
| BRANDON RING (University of Maryland - Baltimore County), Ashley Baker (Florida State University), Jon S. Bailey (FSU, BMC, FABA) |
| Abstract: The purpose of this study was to increase greeting behaviors, smiling, suggestive selling and cleaning behaviors at a privately owned coffee shop. Greeting behaviors were defined as prompt greeting, employee initiating conversation and making eye contact with the customer. There were a total of 36 baseline sessions and 15 intervention sessions. Prompt greeting had an over increase of 26% and initiating conversation increased from 74% to 98%. Eye contact increased to 100% during the intervention and occurred during every session after the intervention was implemented. Smiling showed an increase of 25% and up selling increased from 3% to 24%. Also the number of occurrences of up selling doubled during the intervention. |
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| Keeping it Clean: Using Performance Management at a Local Mexican Restaurant |
| ELIANA MILLAN (Florida State University), Marco D. Tomasi (SAIC) |
| Abstract: This study evaluated the effects of task clarification, sign prompts, graphic feedback and goal setting on cleaning behaviors in two different areas at a local restaurant. A multiple baseline was implemented across two settings: the kitchen and the serving line. During the intervention the employees received a task clarification memo, posted graphic feedback with sub-goals, and were exposed to various sign prompts. All target behaviors increased across both settings when the intervention was implemented. Implications for future research are suggested. |
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| Rolling in Dough: The Effects of OBM Technology at a Local Pizzeria Franchise |
| CATALINA REY (Florida Institute of Technology), Jennifer L Csenge (Florida State University), Erica Kennan (Florida State University), Austin Kaye Jackson (The Florida State University), Jon S. Bailey (FSU, BMC, FABA) |
| Abstract: The purpose of this study was to improve customer service and maximize profits by increasing suggestive selling practices. Several interventions were used including task clarification, role-play, graphic feedback, and monetary incentives. A raffle was used for the last intervention by setting goals based on current appetizer sales and using a point system that converted into lottery tickets. At the end of each sales week there were three drawings in which each winner received $50. As a result, suggestive selling went up 75 percentage points increasing appetizer sales increased by 35%. |
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