Swimming Pool Hygiene: Self-Monitoring,Task Clarification,and Performance Feedback Increase Lifeguard Cleaning Behaviors

The effects of task clarification, self-monitoring, and performance feedback on cleaning behaviors of 9 lifeguards in 3 performance areas (vacuuming, lobby tidying, and pool deck maintenance) were investigated using an ABA reversal design at a county swim complex. A specific task in each performance area was used as a behavioral control. Following a task clarification meeting, the percentage of closing tasks completed each night was self-monitored through ratings by lifeguards and managers. Researchers conducted independent ratings of these completed tasks after the staff had left the building. Feedback data were posted daily using line graphs that displayed the percentage of tasks completed correctly from both self-report and researchers' data. Overall performance increased from an average of 45.1% correct behaviors during baseline to an average of 76.9% during intervention then reversed to baseline during follow-up to an average performance of 45.05%.     

Increasing Physical Therapy Equipment Preparation Using Task Clarification,Feedback and Environmental Manipulations

The purpose of this study was to increase completion of tasks related to morning preparation procedures among 2 full-time and 4 part-time employees at a physical therapy clinic. A functional assessment was conducted to aid in the development of the treatment package consisting of graphic feedback, task clarification, and equipment manipulations. Later, graphic feedback was replaced with verbal feedback from the manager to facilitate maintenance of the intervention by the manager. During baseline, the mean checklist completion percentage was 18.4% and 56.5% for the therapy area and the hygienic activity area, respectively. This improved to 82.1% and 90.3% during the first intervention phase and remained above baseline levels at 75.6% and 100% during the second intervention phase. The results of this study suggest that the package intervention derived from the assessment was effective at increasing preparation task completion. Performance maintained above baseline levels at a three-month follow-up observation for the therapy area (50%) and the hygienic activity area (83.3%). According to the treatment acceptability assessment, graphic and verbal feedback were viewed as favorable by employees.     

Using Task Clarification and Feedback Training to Improve Staff Performance in an East African Nongovernmental Organization

The present study used a multiple-baseline design to illustrate the effectiveness of an intervention package consisting of a multipurpose job aid and feedback training in improving the performance of supervisors and animal trainers in a nongovernmental organization headquartered in East Africa. Prior to the intervention, the performance of three supervisors and three animal trainers was suboptimal. Performance improved when supervisors were taught to use the job aid and provide feedback, and reached a high and consistent level during a subsequent phase, in which supervisors used the job aid independently. Limited maintenance and generalization data suggest that the intervention package produced lasting and generalized effects, and social validity data suggest that supervisors viewed the intervention as acceptable. These findings appear to be the first experimentally controlled demonstration of the potential value of organizational behavior management in improving performance in nongovernmental organizations working in resource-poor areas.     

Using Task Clarification,Goal Setting,and Feedback to Decrease Table Busing Times in a Franchise Pizza Restaurant

The current study investigated the effects of task-clarification, and manager verbal and graphic feedback on employee busing times at a pizza restaurant. Using an ABC design, task-clarification was provided in a memo, which described the process, priority, and goal time of busing. The busing time decreased slightly, from an average of 315 seconds during baseline to an average of 284 seconds after the task clarification memo. The majority of this change was accounted for by servers decreasing the time it took them to arrive at the table to begin busing. Subsequent to the employee memo, group feedback was administered in the form of verbal feedback and a weekly graph of average server busing times. This feedback was associated with reductions in busing time to an average 152 seconds. Changes in the feedback phase were caused almost exclusively by reductions in the time it took to clean the table once the server was there. A reversal to near-baseline busing times was observed in a follow-up phase. Prebusing and cross-busing were not associated with shorter busing times.     

Evaluating the Temporal Location of Feedback: Providing Feedback Following Performance vs. Prior to Performance

In order to make feedback as effective as possible, it is important to understand its function in the three-term contingency (TTC) and the impact of various factors involved in delivering feedback. Timing of feedback is one factor that can affect the impact of feedback on learner’s behavior. An analysis of timing of feeback may help us getting closer to better understanding how feedback functions in the TTC. The purpose of this study was to evaluate the effects of feedback at different temporal locations. Specifically, feedback was provided either immediately (a) after a teaching session or (b) before the following teaching session, on teaching performance of undergraduate psychology students. The results indicated that feedback provided before the teaching session was more effective in improving teaching skills than feedback that was provided after the session. These findings suggest that feedback may function primarily as an antecedent to future performance and not necessarily as a consequence for past performance. However, the behavioral mechanism that explains these results is not yet clear. Future studies should investigate this further by manipulating the content of feedback prior to the teaching performance.     

The Effects of a Combined Task Clarification,Goal Setting,Feedback, and Performance Contingent Consequence Intervention Package on Telephone Customer Service in a Medical Clinic Environment

Abstract

Appointment coordinators at a mid-western medical clinic were to provide exceptional telephone customer service. This included using a standard greeting, speaking in an appropriate tone of voice during the conversation, and using a standard closing to end the call. An analysis suggested performance deficiencies resulted from weak antecedents, poor knowledge and skills, and weak performance contingencies. An intervention package consisting of task clarification, goal setting, feedback, and performance contingent consequences was designed to improve customer service behaviors of four participating appointment coordinators. An ABAB reversal design was used, and overall performances of all four participants increased during intervention phases. This study indicates that a multi-component intervention may be an effective strategy to increase telephone customer service behavior in medical clinic settings.     

The Use of Video Modeling,Prompting, and Feedback to Increase Credit Card Promotion in a Retail Setting

We evaluated the use of video modeling, role play, prompting, and feedback to increase credit card promotion by sales associates in a retail setting. We first used the Performance Diagnostic Checklist (Austin, 2000 Austin, J. 2000. “Performance analysis and performance diagnostics”. In Handbook of applied behavior analysis, Edited by: Austin, J. and Carr, J. E. 321–349. Reno, NV: Context Press.  [Google Scholar]) to identify the variables contributing to the poor performance of two sales associates. Based on the results, we developed an intervention package that included a video model, instructional prompt cards, role play, and feedback. During baseline, target employees asked a mean of 26% of customers to enroll in the credit card program. Following intervention, target employees asked a mean of 84% of customers to enroll in the credit card program. Furthermore, employees rated the intervention as enjoyable, as effective, and as a system that they would continue to use. The results illustrate the effectiveness of video modeling, prompting, and feedback in increasing credit card promotions and delivering critical information about the card to daily customers.     

一种衡量作业效率与效果的作业价值乘数指标

国内外企业界用作业成本法实施作业成本管理时经常只关注作业消耗的成本,而忽视作业创造的价值,针对这一问题采用乘数分析法,定义作业价值乘数指标,通过量化作业成本与市场价值间的关系来衡量不同作业的执行效率和运行效果;结合中国某制造企业进行研究,探索性地分析了针对作业价值乘数一级指标、二级作业执行效率指标和二级作业运行效果指标的评价方法.研究结果表明.作业价值乘数指标解释了企业价值创造与资源成本消耗之间的关系,能消除成本一价值鸿沟;管理人员可以根据作业执行效率指标和作业运行效果指标进一步寻求企业持续经营的路径.     

Effectiveness of FISK,an Invasiveness Screening Tool for Non‐Native Freshwater Fishes,to Perform Risk Identification Assessments in the Iberian Peninsula

Risk assessments are crucial for identifying and mitigating impacts from biological invasions. The Fish Invasiveness Scoring Kit (FISK) is a risk identification (screening) tool for freshwater fishes consisting of two subject areas: biogeography/history and biology/ecology. According to the outcomes, species can be classified under particular risk categories. The aim of this study was to apply FISK to the Iberian Peninsula, a Mediterranean climate region highly important for freshwater fish conservation due to a high level of endemism. In total, 89 fish species were assessed by three independent assessors. Results from receiver operating characteristic analysis showed that FISK can discriminate reliably between noninvasive and invasive fishes for Iberia, with a threshold of 20.25, similar to those obtained in several regions around the world. Based on mean scores, no species was categorized as “low risk,” 50 species as “medium risk,” 17 as “moderately high risk,” 11 as “high risk,” and 11 as “very high risk.” The highest scoring species was goldfish Carassius auratus. Mean certainty in response was above the category “mostly certain,” ranging from tinfoil barb Barbonymus schwanenfeldii with the lowest certainty to eastern mosquitofish Gambusia holbrooki with the highest level. Pair‐wise comparison showed significant differences between one assessor and the other two on mean certainty, with these two assessors showing a high coincidence rate for the species categorization. Overall, the results suggest that FISK is a useful and viable tool for assessing risks posed by non‐native fish in the Iberian Peninsula and contributes to a “watch list” in this region.