Part 3 Observation Project-Intervention Plan

2

Part 2: Baseline Data Collection and Graphing

Student’s First Name, Middle Initial(s), Last Name

Institution Affiliation

Course Name and Number

Instructor’s Name and Title

Assignment Due Date

Part 2: Baseline Data Collection and Graphing

Baseline Data Collection

The targeted behavior was the employee's verbal greeting to a customer within 5 seconds of the customer entering the retail store. The behavior was counted when the verbal greeting was used by a staff member; it could be hello, welcome, good morning, or how can I help you today in the first 5 seconds after entering the building. No greeting, a nonverbal acknowledgment, or a greeting that took longer than 5 seconds was not considered the target behavior. Each baseline observation period was 20 minutes. The observer recorded the number of customers who entered and the number who received a verbal greeting within 5 seconds.

Session	Date	Time of Day	Customer Flow	Minutes	Customers Entered	Greeted Within 5 Seconds	Percent Greeted
Session 1	07/01/2026	Morning	Medium	20	12	5	41.7%
Session 2	07/03/2026	Afternoon	Medium	20	15	7	46.7%
Session 3	07/05/2026	Evening	Busy	20	19	8	42.1%
Session 4	07/06/2026	Morning	Slow	20	10	5	50.0%
Session 5	07/08/2026	Afternoon	Busy	20	21	9	42.9%

Data Collection Summary

What Went Well

The baseline data collection was effective since the operational definition gave a clear rule of what was considered the target behavior. All the observations were 20 minutes in length, with the data sheet enabling the observer to record the entries of customers and appropriate timely greetings within the same minute. The percentage measure was also helpful in comparison of the sessions since the volume of customers varied during the slow, medium, and busy seasons.

What Was Difficult

Recording entries when multiple customers entered within a minute was the hardest part of data collection. Peak times meant fast tallying as the employees would complete checkout, stocking, and customer service simultaneously. The decision of whether to add notes to each missed greeting was also hard to make, and thus, the notes concentrated on the obvious patterns, rather than each particular instance.

Issues Encountered

The core problem was employees' divided attention during active work. The lack of greetings was the most frequent one when the employees were filling shelves, assisting a customer who was already present, or at checkout. There was no observed supervisor feedback or formal prompt during the baseline sessions, and thus, the immediate work task seemed to conflict with the greeting behavior.

Adjustments for Future Data Collection

Two columns would be added to the data sheet in case the data collection process was repeated. One column would be used to determine the task that the employee undertook at the point of entry, and another column would be used to determine whether the employee was faced with the entrance or not. These would bring the antecedents closer to the operational definition. The 20-minute session time would be adequate, as it was neither too long nor too short to handle and was long enough to record a few customer entries.

Comparison With the PIC/NIC Analysis

The antecedents and consequences observed were similar to Part 1 PIC/NIC analysis. Customers came in as employees put up shelves, finished inventory-related chores, or attended to existing customers. During these times, workers tended to proceed with the task at hand, and no corrective action was taken immediately. The data also justified the intended requirement of clear prompts, feedback, and positive consequences since the levels of greetings remained below the 80 percent goal line during all five baseline sessions.

Notable Findings

The number of customers entering and those greeted within 5 seconds was 77 and 34, respectively, across five sessions, resulting in a total baseline greeting percentage of 44.2 percent. The percentages of the sessions ranged from 41.7% to 50.0%. This trend indicates that the timely greeting was not consistently present during baseline and that the flow of customers, the workload of employees, and the absence of immediate signals can affect the target behavior.

Completed Data Sheets

Session 1 Data Sheet

Session Details

· Session ID: 1

· Date (MM/DD/YYYY): 07/01/2026

· Day: Wednesday

· Start Time: 9:00 AM

· End Time (Start + 20 min): 9:20 AM

· Observer: Student Observer

· Store Area (e.g., Customer Service): Customer Service

· Time of Day (Morning/Afternoon/Evening): Morning

· Customer Flow (Slow/Medium/Busy): Medium

Tally (20 minutes)

Minute	Customers Entered	Greeted Within 5 Seconds	Notes
1	0	0
2	1	0	The employee was stocking shelves.
3	0	0
4	2	1	One customer received a verbal greeting.
5	1	0
6	0	0
7	1	1	Greeting occurred near the register.
8	1	1
9	0	0
10	1	0	The employee continued the inventory task.
11	0	0
12	1	1
13	1	0	Customer entered during task completion.
14	0	0
15	1	0
16	0	0
17	0	0
18	1	1	Greeting occurred after eye contact.
19	1	0
20	0	0

Session Totals

· Total Customers Entered: 12

· Total Greeted ≤5s: 5

· Percent Greeted: (Total Greeted ÷ Total Entered) × 100 = 41.7 %

Observational Notes

· Environmental factors (e.g., promotions, weather, staffing levels): Two employees were present. One employee stocked shelves while the other remained near the register.

· Notable interactions or patterns: Customers entering near the register received greetings more often than customers entering while employees completed inventory tasks.

· Follow-ups/Actions: Continue using the same 20-minute observation session and record each customer entry immediately.

Session 2 Data Sheet

Session Details

· Session ID: 2

· Date (MM/DD/YYYY): 07/03/2026

· Day: Friday

· Start Time: 2:00 PM

· End Time (Start + 20 min): 2:20 PM

· Observer: Student Observer

· Store Area (e.g., Customer Service): Customer Service

· Time of Day (Morning/Afternoon/Evening): Afternoon

· Customer Flow (Slow/Medium/Busy): Medium

Tally (20 minutes)

Minute	Customers Entered	Greeted Within 5 Seconds	Notes
1	1	1	Greeting occurred at the entry.
2	1	0
3	0	0
4	1	0
5	2	1	Only one of two customers was greeted within 5 seconds.
6	0	0
7	1	1
8	1	0	The employee was assisting another customer.
9	1	0
10	0	0
11	2	1	One greeting occurred, and one entry was not greeted.
12	0	0
13	1	1
14	1	0	Employee continued checkout task.
15	0	0
16	1	1
17	0	0
18	1	0
19	1	1	Greetings were received from the register area.
20	0	0

Session Totals

· Total Customers Entered: 15

· Total Greeted ≤5s: 7

· Percent Greeted: (Total Greeted ÷ Total Entered) × 100 = 46.7 %

Observational Notes

· Environmental factors: Customer flow remained steady. The register area had continuous activity for several minutes.

· Notable interactions or patterns: Greetings occurred when employees faced the entrance, and missed greetings occurred when employees helped existing customers.

· Follow-up actions: Keep the operational definition unchanged and continue observing greetings within the first 5 seconds.

Session 3 Data Sheet

Session Details

· Session ID: 3

· Date (MM/DD/YYYY): 07/05/2026

· Day: Sunday

· Start Time: 5:00 PM

· End Time (Start + 20 min): 5:20 PM

· Observer: Student Observer

· Store Area (e.g., Customer Service): Customer Service

· Time of Day (Morning/Afternoon/Evening): Evening

· Customer Flow (Slow/Medium/Busy): Busy

Tally (20 minutes)

Minute	Customers Entered	Greeted Within 5 Seconds	Notes
1	1	0
2	0	0
3	2	1	One of two customers was greeted.
4	1	1
5	1	0	The employee was restocking near the entrance.
6	0	0
7	1	1
8	2	1	One of two customers received a greeting.
9	1	0
10	1	0	No greeting was recorded within 5 seconds.
11	0	0
12	1	1
13	2	1	One of two customers was greeted.
14	0	0
15	1	1
16	1	0
17	1	0
18	0	0
19	1	0
20	2	1	One of two customers was greeted.

Session Totals

· Total Customers Entered: 19

· Total Greeted ≤5s: 8

· Percent Greeted: (Total Greeted ÷ Total Entered) × 100 = 42.1 %

Observational Notes

· Environmental factors: The session occurred during a busy period with several paired customer entries.

· Notable interactions or patterns: The number of missed greetings increased when more than one customer entered during the same minute.

· Follow-up actions: Add a simple note category for paired entries during future data collection.

Session 4 Data Sheet

Session Details

· Session ID: 4

· Date (MM/DD/YYYY): 07/06/2026

· Day: Monday

· Start Time: 10:00 AM

· End Time (Start + 20 min): 10:20 AM

· Observer: Student Observer

· Store Area (e.g., Customer Service): Customer Service

· Time of Day (Morning/Afternoon/Evening): Morning

· Customer Flow (Slow/Medium/Busy): Slow

Tally (20 minutes)

Minute	Customers Entered	Greeted Within 5 Seconds	Notes
1	0	0
2	1	1	Greeting occurred from the register.
3	0	0
4	0	0
5	1	0	Employee continued the shelf task.
6	0	0
7	1	1	Greeting occurred within 5 seconds.
8	0	0
9	1	0
10	0	0
11	0	0
12	1	1	Greeting occurred after the customer approached the counter.
13	0	0
14	1	1
15	0	0
16	1	0	No verbal greeting within 5 seconds.
17	0	0
18	1	0
19	1	1	Greetings were received from the register area.
20	1	0

Session Totals

· Total Customers Entered: 10

· Total Greeted ≤5s: 5

· Percent Greeted: (Total Greeted ÷ Total Entered) × 100 = 50 %

Observational Notes

· Environmental factors: Customer traffic was slow, and employees had more time between customer entries.

· Notable interactions or patterns: The percentage of greetings increased during the slower session, although several entries still had no prompt greeting.

· Follow-up actions: Continue using a percentage greeting because customer volume varies by session.

Session 5 Data Sheet

Session Details

· Session ID: 5

· Date (MM/DD/YYYY): 07/08/2026

· Day: Wednesday

· Start Time: 1:30 PM

· End Time (Start + 20 min): 1:50 PM

· Observer: Student Observer

· Store Area (e.g., Customer Service): Customer Service

· Time of Day (Morning/Afternoon/Evening): Afternoon

· Customer Flow (Slow/Medium/Busy): Busy

Tally (20 minutes)

Minute	Customers Entered	Greeted Within 5 Seconds	Notes
1	1	0
2	1	1	Greeting occurred from the register.
3	1	0
4	0	0
5	2	1	One of two customers was greeted.
6	1	0
7	0	0
8	1	1
9	2	1	One of two customers was greeted during a busy period.
10	1	0
11	1	1
12	1	1	Greeting occurred before the customer reached the counter.
13	0	0
14	2	1	One of two customers was greeted.
15	1	0
16	1	0
17	2	1	One of two customers was greeted.
18	1	0
19	1	1
20	1	0

Session Totals

· Total Customers Entered: 21

· Total Greeted ≤5s: 9

· Percent Greeted: (Total Greeted ÷ Total Entered) × 100 = 42.9 %

Observational Notes

· Environmental factors: Customer flow was busy, and employees alternated between checkout and stocking work.

· Notable interactions or patterns: Missed greetings occurred when employees focused on current customers or inventory work.

· Follow-up actions: Future collection could include a separate column for employee tasks at the time of entry.