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Consider the following scenario and answer the questions below.
A manager of a local grocery store has been receiving complaints that customers’ “pick-up orders” (i.e., orders placed online for the store to fill and have ready for customer pick up) have been filled incorrectly (i.e., with the wrong items or missing items). The employee who used to fill the orders recently retired, and therefore a new employee has begun to fill the orders. The manager thought that the new employee probably needed training in the proper way to fill and prepare customer orders. Remembering what he had learned about job training techniques in an organizational behavior management course, the manager decided to start with a task analysis of the job (i.e., filling a customer’s order).
A task analysis was conducted for the job of filling a customer’s order. Based on the task analysis, here are the required steps for the job.
Locate a list of requested items for customer pickup that day (using the computer database system).
Print the checklist of requested items from the computer database.
Walk around the store and fill a cart with items from the list by matching the item’s identification number or barcode number on the list with what is in the store.
Mark off each item from the printed checklist as it is obtained from the grocery store shelves and placed in the cart.
Double check to see that all items on the checklist are marked off and placed in the cart before scanning the items.
Scan each item in the cart to generate a receipt for the customer and to document the item’s removal from the store (for inventory purposes).
Place all scanned items in shopping bags and put the bags in the cold storage area with the receipt attached.
Questions:
Define “task analysis” and explain how it might be helpful in job training situations.
The task analysis above produced a sequence of behaviors in which one behavior serves as the antecedent stimulus for the next behavior. What is the technical term for a sequence of behaviors like this?
Explain how you will train this sequence to the new employee using either forward chaining, backward chaining, or total task presentation. Justify your choice (though answers can vary because all are valid methods).
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