BEHP 5017 Flashcards
The fundamental goal of performance management is …
to bring out the best in people
Science is a systematic approach to the understanding of _______ _________
natural phenomena
Operant conditioning was first advanced by ______
Skinner, 1938
In behavior analysis, there are 2 primary ways of determining cause and effect:
- reversal designs
2. multiple baseline designs
All organizational results are the product of ______ ______
human behavior
Deming’s 4 categories of process variance are: M____, M______, M______, and M_______
Many organizations approach problems by trying to control variance in the first three.
Materials
Machinery
Methods
Manpower
Performance consists of a ______, one or more ______, tasks, and _______, which are combined to produce a specific accomplishment.
situations, behaviors, results
The accomplishment is anything to which you can assign a ______
value
A state is a static condition that exists as a result of _______
behavior (Putting on safety glasses is a bx, wearing safety glasses is a state)
A ______ is a static condition that exists as a result of behavior
state (Putting on safety glasses is a bx, wearing safety glasses is a state)
Which method is interested in employee performance and behavior safety? OBM, I/O, or OB?
OBM
Which method is interested in hiring selection criteria and legal issues? OBM, I/O, or OB?
I/O
Which method is interested in employee diversity and politics? OBM, I/O, or OB?
OB
I/O stands for ______
Industrial and Organizational Psychology
Pinpoints should be _______, ________, and ________
observable, measurable, and reliable
Always tie behavior to ________
results
Pinpoints can be ______ or _______
behavior or results
BARS stands for …
Behaviorally Anchored Rating Scale
The most common dimensions measured in OBM are (4):
- Quantity
- Quality
- Cost
- Timeliness
PIP stands for …
Potential for Improving Performance
OBM quality measures include: A______, C____, and N______
Accuracy, class, and novelty
OBM quantity measures include: F______ and R____
Frequency, rate
OBM cost measures include: L____, M______, and M_______
Labor, materials, management
A behaviorally anchored rating scale is a _______ measure
quality
A PIP is useful for selecting _______ or ______ that that require improvement
pinpoints, groups
Which data collection system allows objective evaluation of all job elements? (checklist, point system)
point system
Point focus must focus on _____ ________
work outputs
Checklists can be used as a ____ ____ and to confirm _______ of a task
job aid, completion
IOA should ideally be collected on at least _____ of data
33%
The extent to which two independent but simultaneous measurements agree is a check of ________
reliability
A _____ describes both behavior and results
task
A ______ can be measured after the behavior occurs (without the performer present)
result
Three components of result pinpoints are:
1) the ________ of change
2) the _____ of ______
3) the ___________
1) direction
2) units of measure
3) pinpoint itself
The direction of change should always be an _______ in some result
increase
Four components of a behavior pinpoint are:
1) a______
2) o______
3) c_______
4) c_______
1) action
2) object
3) condition
4) criteria
The action component of a behavior pinpoint should be a ______ ________ that is observable
physical movement
The condition component of a behavior pinpoint tells the performer _____ to do the behavior
when
The criteria component of a behavior pinpoint tells the performer when to _____ the behavior
criteria
The _______ component of a behavior pinpoint tells the performer when to do the behavior
condition
The _______ component of a behavior pinpoint tells the performer when to stop the behavior
criteria
The _______ component of a behavior pinpoint should be a physical movement that is observable
action
The ______ component of a behavior pinpoint states what is being acted upon
object
All behavior pinpoints must include at least an ______ and _______
action, object
List the 4 areas of emphasis in OBM
Performance management
Behavior based safety
Performance based pay
Behavioral systems analysis
Name the area of OBM that analyzes the organization outside the 3-term contingency
Behavioral systems analysis
Name the area of OBM that uses metrics and scorecards
Performance based pay
Name 2 barriers to measurement in OBM
time constraints
resistance from employees
The formula for PIP is _______ performance over mean ______ performance
exemplar, typical
Name 4 methods for doing preference assessment with employees
- ask employees
- observe employees
- survey
- ranking assessment
A mission is the _______ an organization or job exists
reason
A_____ is the reason an organization or job exists
mission
Missions should describe pinpointed _______, not pinpointed __________
results, not behaviors
List 5 criteria for determining job mission
Gilbert, 1978
Accomplishment Control Overall Objective Reconcilable Numbers (Gilbert, 1978)
ACORN Test for Determining Job Mission:
Accomplishment - It is a ______, not a ________
result, behavior
ACORN Test for Determining Job Mission:
Control - The ________ has the predominant influence over the accomplishment
performer
ACORN Test for Determining Job Mission:
Overall Objective - The accomplishment represents the ______ ______ for the job’s existence
major reason
not just one of several objectives for the job
ACORN Test for Determining Job Mission:
Reconcilable - The accomplishment must have _______ _______ with the requirements of other jobs
minimal conflict
ACORN Test for Determining Job Mission:
Numbers - It must be possible to generate ________, ___________ data to measure the accomplishment
practical, cost-effective
If you have supervisors who can be successful when employees are not, you will have constant _______ and _______ problems
productivity, morale
ACORN Test for Determining Job Mission: Numbers - list 3 considerations for selecting measures - Is the measurement \_\_\_\_\_\_\_\_? - Does the measurement have \_\_\_\_\_\_? - What is the \_\_\_\_\_\_ of measurement?
- meaningful
- validity
- cost
Reliability refers to the degree to which …
2 or more people get the same number when measuring a performance
(but high reliability does not equal validity)
Validity refers to the extent to which …
the data reflect what was intended to be measured
“20% of employee behaviors produce 80% of the results” - This is known as _______ ______
Pareto’s Law
SPC (in OBM) refers to ______ ______ ______
Statistical Process Control
Statistical Process Control is used to separate _______ in the process from _______ in the behavior of the performer
variance, variance
When measuring quality, _______ refers to measuring degree of conformity to the standard or true value (e.g., a decrease in errors).
accuracy
When measuring quality, _______ refers to measuring the comparative superiority of a product or accomplishment (e.g., design, materials, color, phrasing, expression) - the way something is done/made.
class
What type of quality measurement would be used to measure customer service behaviors related to attitude ?
class (pinpointed bxs re: how the task is done)
When measuring quality, _______ refers to unusual or unique aspects of a performance - the degree to which new or unusual combinations or variations are used.
novelty
Performance cost is determined by measuring the cost of ________ that add value to the raw material.
behaviors
Name the 3 sub-divisions of performance cost:
labor, material, managment
Name 2 common measurements of quantity in OBM settings
frequency and rate
Name the 2 major measurement methods in OBM
Counting and Judgment
List 4 techniques used in making judgments about performance:
- opinion-based ranking
- opinion-based rating
- criteria-based ranking
- criteria-based rating
A performance matrix is a _________ of BARS, checklists and counts that covers all aspects of a job
performance matrix
To train employees to self-monitor, first reinforce _________ data, then reinforce ________ recording, and finally reinforce _________
recording, accurate, performance
Which OBM measurement system is most objective and should be preferred?
counting
List 4 items included on a performance feedback graph
labels, baseline, intervention, goal
When attention follows problems, problems _______
increase
A PIC/NIC Analysis is not a ______ analysis
scientific
A small, ________ consequence that is certain to occur is more powerful than very large positive or negative consequences that are ________ or uncertain.
immediate, future
PIC/NIC Analysis: PIC stands for …
Positive, immediate, certain
PIC/NIC Analysis: NIC stands for …
Negative, immediate, certain
PIC/NIC Analysis: PFU stands for…
Positive, future, uncertain
PIC/NIC Analysis: NFU stands for…
Negative, future, uncertain
When people learn which elements/stimuli in their environment predict desired consequences and which do not, they have learned _______ _________
stimulus discrimination
An aversive stimulus which, when removed, strengthens the future probability of a response
Negative reinforcer
The process of removing an aversive stimulus that strengthens the likelihood of a future response
Negative reinforcement
The process of presenting an aversive stimulus that suppresses (stops) behavior, at least temporarily
Punishment
Any event that when following a behavior suppresses (stops) it
Punisher
Removing something valued or desired resulting in a decrease in the behavior it follows
Penalty
Name the two kinds of performance problems identified by Mager and Pipe (1997)
can’t-do and won’t-do
Biologically important reinforcers such as food, water and sleep are also called ______ ________
primary reinforcers
Neutral stimuli that do not have biological importance but have been paired with other reinforcers are called _________ ___________
secondary reinforcers
Any desired effect or change that your behavior produces in the environment, without requiring interaction with another person, is a _______ reinforcer.
natural
A consequence provided by one person to another than increases the frequency of the other person’s behavior is a ________ __________
social reinforcer
The most common type of reinforcement in PM settings is _________
social
List 4 characteristics of behavior undergoing extinction
- extinction burst
- emotional behavior
- habit breakdown (variability)
- resurgence
_________ is information about performance that allows a person to change his behavior.
Feedback
Feedback must be combined with a ________ if behavior change is to take place.
consequence
Performance feedback must serve 2 functions:
- tell you where you stand relative to some ______
- what to do to _______
target, improve
List 10 characteristics of effective feedback:
- ________ information
- Information on a performance the person _______
- __________ following the performance, if not during
- ___________
- ______ __________ when possible
- If not (5), delivered by the ________ _______ _______
- Focused on __________
- Easily understood
- ___________
- Used as an _________ to __________
- specific information
- performance the person controls
- immediately
- individualized
- self-monitored
- person in charge
- improvement
- easily understood
- graphed
- antecedent to reinforcement
The optimal timing of feedback to establish a new behavior is ________ ________ the next opportunity to respond
Immediately before
Give _______ feedback after the performance and _______ feedback before the next performance
positive, corrective
PDC stands for …
Performance Diagnostic Checklist
Use ________ feedback to increase desired behavior
positive
Use ________ feedback to increase desired behavior and decrease undesired behavior
constructive
List 4 characteristics of effective reinforcers (CARE)
Controllable (manager has direct control, won’t be overruled)
Available
Repeatable
Efficient (costA -effective)
A ______ _______ is any interaction between people that increases behavior or performance.
social reinforcer
A _______ ______ is any economically valuable object that is present contingent on a behavior, that results in an increase in the frequency of that behavior.
tangible reinforcer
A tangible delivered contingent on some behavior is a ________. A tangible delivered some time after the performance is a _________.
reinforcer, reward
When delivering a tangible reinforcer, always provide _______ reinforcement along with it
social
You reinforce _______ and reward ________
behaviors, results
Fixed interval schedules produce a scalloped or _____ ____ _____ pattern of responding
break and run
In FI schedules, the _______ the interval, the ______ the performance
longer, lower
Given an equal number of reinforcers, _____ _____ schedules generate the lowest level of responding
fixed interval
A VI schedule produces a _______ but ______ response rate
low to moderate, but very steady
VI schedules are appropriate for any job where ______ and ______ are more important than speed
patience, vigilance
___ schedules can produce all-or-nothing responding
Fixed ratio (pause after reinforcement, followed by high rate bx)
A _____ schedule generally produces the highest response rate overall
Variable ratio
The term “high and steady rate” is associated with _____ schedules
Variable ratio
_____ schedules are sometimes associated with enthusiasm and excitement
Variable ratio
List 3 organizational challenges where a knowledge of reinforcement schedules is vital:
1) _________ productive performance
2) _________ problem behaviors
3) _________ high performance
increasing, decreasing, maintaining
If you want a behavior to occur only at a specific time, use a ______ ______ schedule
fixed interval
If you want vigilant or precise behavior, use a _______ ______ schedule
variable interval
Performance under FI schedules can be improved somewhat by _______ the ________ of reinforcement
shortening the interval (e.g. using daily deadlines)
_________ chaining puts the performer in contact with the natural reinforcer sooner than ______ chaining
backward, forward
The most important reason for setting goals is creating additional opportunities for _____________
reinforcement
Goals are ___________ for performance
antecedents
Goals do not consistently produce improvement unless they are paired with _________
reinforcement
A goal should be both _________ and __________
challenging, attainable
Using punishment sets up _______ as a possible reinforcer
revenge
Adapting to punishment is known as __________
habituation
________ is to punishers and penalties, as _______ is to positive and negative reinforcers
Recovery; extinction
List 3 ways to decrease unwanted behavior in OBM settings
Extinction, correcting, differential reinforcement of alternative behavior
Managers hold people __________; leaders inspire people to feel __________
accountable, responsible
The mission statement is the ______ ______ of the organization
ultimate goal
Focusing too much on an activity and not on the ultimate mission is termed an ________ _______
activity trap
Losing sight of the purpose of the organization can be called ___________ __________
organizational myopia
Reinforcement should be tied to ________-related behavior
mission
The key for new initiatives is to change the _________ of _________
allocation of reinforcers
When introducing new initiatives, Geller (2002) suggests providing _________ for requests, involving employees in _________, and offering ________.
rationale, decisions, choices
List the 3 ethical questions suggested by Cooper, et al.
What is the right thing to do?
What is worth doing?
What does it mean to be a good behavior analyst?
List the 6 guiding principles in the ISPI Code of Ethics:
- add _______
- __________ practice
- c___________
- continuous __________
- i_________
- uphold ____________
- add value
- validated practice
- collaboration
- continuous improvement
- integrity
- uphold confidentiality
A cost that a corporation’s action imposes on society is termed an _____________
externality
Which OBM study reduced shortages in a retail store?
- Rohn, Austin, and Lutrey (2002)
- Goomas (2012)
- Cook and Dixon (2005)
- Rodriguez (2011)
- Slowiak et al. (2005)
Rohn, Austin, and Lutrey (2002)
Which OBM study reduced picking errors at a distribution center by switching to automated scans?
- Rohn, Austin, and Lutrey (2002)
- Goomas (2012)
- Cook and Dixon (2005)
- Rodriguez (2011)
- Slowiak et al. (2005)
Goomas (2012)
Which OBM study used a lottery system to increase paperwork completion in a human service organization?
- Rohn, Austin, and Lutrey (2002)
- Goomas (2012)
- Cook and Dixon (2005)
- Rodriguez (2011)
- Slowiak et al. (2005)
Cook and Dixon (2005)
Which OBM study used a scorecard and feedback to reduce days sales outstanding?
- Rohn, Austin, and Lutrey (2002)
- Goomas (2012)
- Cook and Dixon (2005)
- Rodriguez (2011)
- Slowiak et al. (2005)
Rodriguez (2011)
Which OBM study used job aids, goal setting and feedback to increase customer satisfaction scores at a medical clinic?
- Rohn, Austin, and Lutrey (2002)
- Goomas (2012)
- Cook and Dixon (2005)
- Rodriguez (2011)
- Slowiak et al. (2005)
Slowiak et al (2005)
_________ _________ is something about a work environment that produces harm to an employee
Occupational stress
List 5 effects of occupational stress:
- increased ________
- h________
- d________
- physical _______
- increased ________ ________
- increased absence
- hostility
- depression
- physical illness
- increased alcohol consumption
List 4 recommendations by Hackman and Oldham (1980) to decrease occupational stress:
- increase a__________
- increase task _________
- increase task ___________
- increase f_________
- increase autonomy
- increase task variety
- increase task significance
- increase feedback
_______ _____________ states that a small, immediate consequence has more impact on behavior than a large, future, and uncertain one.
Delay discounting
List the 5 steps of behavior change for managers:
Pinpoint Measure Feedback Reinforce Evaluate
“Do no harm”
Non-malfeasance
Failure to perform an act that is required by law
Nonfeasance
Having the welfare of the client as the goal is termed …
Benficence
Non-malfeasance means …
“do not harm”
Nonfeasance means …
failure to perform an act required by law
Beneficence means ….
having the welfare of the client as the goal
BAs should provide services that are (4):
comprehensive, integrated, individualized, data-based
