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| The Challenges and Rewards of OBM Research: A Symposium in Honor of Dr. Chris Anderson |
| Sunday, May 30, 2004 |
| 2:30 PM–3:50 PM |
| Liberty B |
| Area: OBM; Domain: Applied Research |
| Chair: Charles R. Crowell (University of Notre Dame) |
| Abstract: . |
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| Behavioral Coaching as an Intervention to Reduce Production Costs Through a Decrease in Scrap |
| JOSEPH SERGIO (The Sergio Corporation), D. Chris Anderson (University of Notre Dame), Charles R. Crowell (University of Notre Dame) |
| Abstract: A coaching intervention was used to modify six behaviors of 24 male forming-machine operators in a mid-sized fastener manufacturing organization. Changes in these behaviors were directed towards reducing the percentage of scrapped materials and therefore the overall production costs. This intervention consisted of observing on-the-job performance, analyzing behavior deficits, and prompting specific behavior changes. The coaching intervention followed a baseline on which performance feedback, group goal setting, task clarification, the setting of standards, and praise had been previously introduced. Coaching was evaluated using a multiple-baseline across subjects (departments) design having withdrawal components within each of the two baselines. Appropriate manipulation and reliability checks were also conducted. Coaching resulted in changes in all six of the operator behaviors, although not consistently for both shifts. During the withdrawal phases scrap production returned to near baseline levels. The results of the present project supported the assertion that coaching could have a significant effect on behavior, and subsequently scrap production, beyond those attained by other more conventionally employed interventions. Benefits analyses indicate program-related reductions in scrap production were potentially worth over $150,000 in annual savings. |
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| Quality Improvement as a Means of Increasing Productivity: Behavior Management, Task Complexity, and Shared Vision |
| LISA SIROKY (The Plano Molding Co.), D. Chris Anderson (University of Notre Dame), Charles R. Crowell (University of Notre Dame) |
| Abstract: While quality issues have been addressed by OBM researchers, they have not been the predominant target in this field. One explanation for this is that quality-related tasks involve more complex behaviors than quantity-related tasks and therefore may be less amenable to OBM procedures. The present project was a complex application of OBM principles to the improvement of quality as a means of increasing the quantity of molded plastic parts. Phase 1 of the project entailed the development of a reliable quality support system. This system utilized performance posting and goal setting procedures in connection with a checklist of quality defects in order to increase the accuracy and reliability of quality judgments made by supervisors and quality inspectors. Estimated baseline agreement levels of 67-70% were increased to at least 85%. Phase 2 involved Phase 1 personnel in promoting and verifying quality judgments made by line operators as a way to increase press yield. Performance posting, contingent social praise, and tangible reinforcement were used in connection with individual graphs of press yield. Baseline levels of press yield were increased from 91.5% to 97.5% and returned an estimated 13,500 press hours or a net savings of $650,000 to the company. |
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| An Analysis of Service: Implications for the Behavior Management of Factory Service Technicians of a Large Appliance Manufacturer |
| KARI L. MCARTHUR (Hillsdale College), D. Chris Anderson (University of Notre Dame), Charles R. Crowell (University of Notre Dame) |
| Abstract: A prescriptive model for the development of service productivity and quality procedures was evolved. Two preliminary studies were conducted addressing different challenges and, together, provided the basis for the more comprehensive research of the main study. The first was an application of the prescriptive approach outlined utilizing OBM procedures with customer service coordinators of a major large appliance manufacturer. The second preliminary study evaluated the use of a novel approach for tracking the occurrence of behaviors of service technicians from the same organization, whose mission required dispensing relatively complex service away from company premises. This study demonstrated that a behavioral, customer observation questionnaire could be used to collect reliable and accurate information reflecting service delivery in the absence of direct management observation. The main study was designed to improve service in a 'prototypical' setting following the proposed behavior-analytic prescriptive model by introducing select behavior management interventions targeted at the two operational referents of the service concept outlined (i.e., 'Value-added' and 'Help-me'). Several interventions designed to promote behavioral change in service technicians were sequentially introduced. The first entailed the technicians' distribution of the customer observation questionnaire to the customer. This was followed by task clarification, performance feedback, and social praise. |
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| OBM and Geriatric Health-Care Delivery: A Preliminary Investigation |
| PAULA J. BIEDENHARN (Texas A&M University, Corpus Christi), D. Chris Anderson (University of Notre Dame), Charles R. Crowell (University of Notre Dame), Colleen Prentice, Susan Utecht, Larry Weiss |
| Abstract: This project was a preliminary attempt to develop an OBM geriatric nursing care application. The basic premise behind this project was the idea that a truly competent nursing-care approach must be guided by a comprehensive individual resident care plan, which could best be attained and perpetuated through a behavior-based approach. The first step involved identifying the activities of nursing staff members (NAs) that are essential for fulfilling these daily care plans. Once these behaviors were identified, the second step was to develop a reliable tracking procedure for the NAs performance. Ultimately, a combination of self-reporting and extensive, ongoing, covert, unpredictable cross-checks was utilized. Finally, the project was implemented using three interventions designed to improve NA performance. While challenged by various unexpected problems, this project did reveal several crucial findings about this particular work industry. First, even in a nursing home facility judged to provide exceptional care, only about 30% of care plan activities were found to occur on a routine basis. Second, performance posting increased this care level by 33%. Given that the federal government requires resident care plans as the basis for quality care provision in nursing homes, these findings are truly significant for the geriatric health-care industry. |
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