7-Eleven
BSA project
Excellent Student
Spring 2006
Setting and Participants


The setting was at 7-Eleven,
next to Big Burrito and Cottage
Inn Pizza, on the corner of
Drake and KL.
The participants were 5
employees ( a sixth employee
started half way through the
intervention).
7-Eleven
Pinpoints & Reasoning



Pinpoint One: Greeting the
customer when they enter.
Pinpoint Two: Stocking the
cooler and grocery aisles with
new products at the end of the
employee’s shift.
This pinpoints are important to
the manager, and she wants the
employees to complete both.
Front Facing
Not Front Facing
The Natural Contingencies
Ineffective Natural Contingency
Front Facing
BeforeStore is
unkempt
BehaviorPulls item from
back of shelf.
AfterStore looks
infinitesimally
more organized
BehaviorEmployee
greets one
customer.
AfterInfinitesimally
smaller interaction
with the customer
Greeting Customers
BeforeGiven level
of interaction
with the
customer
The Competing Natural Contingencies
Front Facing
BeforeGiven amount
of time to do
other tasks
BehaviorPulls item from
back of shelf.
AfterLess time to
complete other
tasks.
Greeting Customers
BeforeGiven amount
of time to
complete
other tasks
BehaviorEmployee
greets one
customer.
AfterLess time to
complete other
tasks.
Input-Process-Output
Ultimate goal: (Friendly, hygienic environment)
Production: Employees greet customers
and stock shelves
 (Unfriendly, unhygienic environment)
Intermediate goals: (Employees greeting customers and stocking
shelves.)
Production: Performance management
including feedback, and reinforcement.
 (Employees not greeting customers
or stocking shelves)
Initial goal: (Employees trained what to do.)
Production: Post reminders, and inform
employees of expectations.
 (Employees not trained what to do)
Intervention


GoalsTo increase greeting
customers and front facing to
happening 80% of the time or
above for each behavior.
This was done by posting
reminders, and a contest.
The Contest Rules
Contest Rules The employees have to meet a goal80% greeting customers
80% of front stocking shelves
 If the goal is met for three weeks a
best buy gift card will be given to
each employee. The maximum that a
gift card can be is twenty dollars.
 There will be postings of graphs to
show progress
Three Contingency Models
Front Facing
Ineffective Natural Contingency
BeforeGiven amount
of time to do
other tasks
BehaviorPulls item from
back of shelf.
AfterLess time to
complete other
tasks.
Performance Management Contingency
BeforeWill lose
opportunity to gain
reinforcer
BehaviorPulls item from
back of shelf.
AfterWon’t lose
opportunity to
gain reinforcer.
Inferred Theoretical Contingency
BeforeFear of losing
reinforcer.
BehaviorPulls item from
back of shelf.
AfterNo fear of
losing
reinforcer.
Three Contingency Models
Greeting Customers
Ineffective Natural Contingency
BeforeGiven amount
of time to do
other tasks
BehaviorEmployee greets
customer.
AfterLess time to
complete other
tasks.
Performance Management Contingency
BeforeWill lose
opportunity to gain
reinforcer
BehaviorEmployee greets
customer.
AfterWon’t lose
opportunity to
gain reinforcer.
Inferred Theoretical Contingency
BeforeFear of losing
reinforcer.
BehaviorEmployee greets
customer.
AfterNo fear of
losing
reinforcer.
Evaluate the Intervention



Overall the intervention was
successful.
Greeting increase from an
average of 24% of the time to
92.27% during intervention.
Front Facing increased from
62.5% during baseline to
81.25% during intervention.
Graph- Pinpoint One (Greeting)
Greeting Customers
Intervention
Percentage of greeting
(%)
Baseline
100
80
60
40
20
0
1
3
5
7
9 11 13 15 17 19 21 23
Sessions
Graph- greeting cumulative record
(during intervention)
Greeting Customers
Percentage greeted
100
95
90
85
Goal
80
75
1
2
3
4
5
6
7
8
Sessions
9 10 11 12 13
Graph of greeting opportunities
percentage that employee
greeted
Greeting Customers
30
Opportunities
Actual
greetings
Baseline
25
Intervention
20
15
10
5
0
1
3
5
7
9
11
13
15
sessions
17
19
21
23
25
Graph Pinpoint Two Front Facing
Stocking
Percentage of two areas
stocked (%)
Baseline
Intervention
100
75
50
25
stock day
0
1
3
5
7
9
Session
11
13
15
Graph Cumulative Record of Front Facing
(during intervention)
Front Facing
100
Percentage
90
80
Goal
70
60
50
1
2
3
4
5
Sessions
6
7
8
Recycle
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Although I would not recycle the
intervention, I would change the way that I
collected data on front facing.
Also, I would make the contest rules
clearer, and make sure all the employees
understood them.
Lastly, I would make the rewards based on
individual performance not the grop
performance.
Relevance

Other Stores
I went to other 7-Elevens to compare
their performance.
Store location 1:
Greeting: 0% (0/2)
Stocking 100%
Store location 2:
Greeting: 25% (1/4)
Stocking: 50%
Relevance (Continued)
With only posting graphs
Greeting Customers
Baseline
Percentage of greeting (%)

Intervention
100
80
60
40
20
0
1
3
5
7
9
11 13 15 17 19 21 23 25
Sessions
Relevance (Continued)
With only posting graphsStocking
Baseline
Percentage of two areas
stocked (%)

Intervention
100
75
50
stock day
stock day
25
0
1
3
5
7
9
11 13 15 17 19
Session
Questions????? Comments!!!!!