Gamification Certification Level II: Asbury Thrift Store
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Transcript of Gamification Certification Level II: Asbury Thrift Store
Gamification of Asbury Community Thrift Store
Dutch DriverChoragus Consulting
Thursday, April 13, 2023
Problem• On-floor staff lack development in customer service and
teaming skills while clamoring for management attention.
– Personal attention demands of staff on manager– Focus on personal texting– Poor phone skills with customer– Seldom function with team work when loading and unloading
trucks
• Example: Employee answers telephone “Hello” while another employee is texting when a delivery truck is being unloaded.
Solution• The use of employee engagement and gamification methods in
management game, Rocks of Ages, to encourage self-management of staff in pro-social behaviors.– Increase team unity – Boost and reinforce positive towards peers– Extinguish or suppress negative behavior of peers.– Reduce the time demand on store manager
• Example: Employee answers phone “Hello, Asbury Thrift Store. This is Joseph. How may I help you?” and receives a white rock from peer.
• Second employee receives a black rock for personal texting.• Three employees receive gold rock for loading or unloading a delivery
truck.
Game Token Model• Ten whole tickets = redeemed for one white rock
• Ten partial tickets = redeemed for one black rock
• One white rock = a positive karma point
• One black rock = a negative karma point
• One purple rock (individual) = 5 white rocks
• One silver rock (individual) = 20 white rocks
• One gold rock (team) = 10 white rocks
Underlying Magic• Manager or Supervisor retains control of silver and gold rocks• Silver rocks are given to an individual deemed by the monthly
consensus of the store’s employees and managers to be playing Rocks of Ages in good faith effort.
• Each employee gets quota of tickets to give to peers• Employees can use the tickets to redeem for rocks• Employees tear ticket in half to denote negative behaviors• Employees write recipient on back and place in locked box as an
accountability check• Each participant receives a purple stone for giving all of their
tickets out• Individual with positive karma points at end of pay period is
rewarded with access to purchase goods received at 5% discount.
Underlying Magic• Individual name goes on bi-weekly leaderboard to mark progress• Teams are formed for a quarter-long game, “Rocks of Ages”• High performers as measured by karma points are chosen as team leads
and choose team members• They must choose one member with lowest karma score as a team
member and train in positive behaviors. No teams of high achievers allowed.
• Teams with positive karma points at the end of pay period are rewarded with pizza party.
• Locked box is opened at end of the quarter and ticket stubs used to determine teams’ accumulation of black rocks
• Team with the highest score positive score in karma points for the quarter is rewarded by manager’s choice appropriate to team’s achievement.
• Reset scores and teams at the end of each quarter