Page 176 - Serious Incident Prevention How to Achieve and Sustain Accident-Free Operations in Your Plant or Company

CH13pp141-152 4/10/02 12:51 PM Page 145

Reinforcement and Corrective Action 145

tain an ongoing awareness of what individuals and teams consider reinforc-
ing. The most effective opportunities are often those that combine tangible
and social reinforcement—for example, a gathering to celebrate significant
achievements. A hamburger cookout to reinforce achievements of signifi-
cant milestones can be a fun and effective setting for a celebration. With key
managers planning the event and serving as wait staff and cooks, such out-
ings help build teamwork while providing a forum for effectively reinforc-
ing specific achievements. Other examples of social and tangible
reinforcers are listed in Table 13-2.

TABLE 13-2
Potential Reinforcers
Social/Intangible:
Expression of appreciation, recognition or praise
Notations on performance measure chart
Congratulatory letter, memo, or E-mail
Visits by manager, team leader, or other stakeholder
Recognition at meetings
Newspaper articles
Opportunity to represent organization

Tangible:*
Food: lunch, snacks, take-home items
Clothing: ball caps, T-shirts, jackets
Mementos
Team or project photograph
Trophies
Plaques
Gift certificates
Special parking or drive-in privileges
*Always to be accompanied by specific verbal or written communications related to the achievement
being reinforced.

Although delivery of reinforcement should always follow performance,
specific plans for reinforcement should be proactively developed in ad-
vance of desired achievements. A documented reinforcement plan should be
included in any action plan developed to meet a key organizational goal or
objective. The reinforcement plan helps ensure that, as performance mile-
stones are reached, reinforcement is not only remembered but is timely and
effective as well. Table 13-3 provides guidelines for maintaining effective
reinforcement plans. Table 13-4 illustrates a serious incident prevention re-
inforcement plan developed and administered by a team responsible for a
warehouse operation storing hazardous materials. The team’s plan provides