Using EPSS into training seems to be a big trend in the future. As we have read the examples in our textbook, I want to share more examples that I have known before. Until I finished reading this chapter, I realized that actually there are so many companies, organizations and schools have been using EPSS.
My relative works for CITI bank USA in the back office. Every three months all the entry level employees have to accomplish a computer-based training program and finished a computer based test. If the employee fail the test, he or she will need to retake the program again and the test by using their downtime. This EPSS training reduced the waste of costs, and human resources. CITI bank saves money by using EPSS training. On contrary, about 6 years ago, I have an part time job opportunity to work for Telephone Marketing Center, CITI bank Taiwan. I remembered all the new hired telephone marketing sales have to attend a 5 days training program which is from 9:00-16:00. The training program was great. But they spend a lot of money on preparing handouts, booklets, slide show, speech and so on. Compared to CITI Bank USA, EPSS training not just saves time but also save money and other unecessary wastes.Back to CITI Bank USA, employees will have to review all the policy, process and job related information every three months. It helps employees review and EPSS training can be continue sly implemented to every new hires.
UCLA CTS is engaging a ticketing system which can generate a serial numbers for customers.
For example, when students call help desk ask about thousands questions, the system will assign the students a number which will be a reference No.. So the supervisors can track how many questions have been solved by help desk staffs. This EPSS helps the whole help desk save time on transferring calls, refer calls to certain staff who helped this customers last time. And supervisors can observe each help desk staffs' performances.
Most companies may still consider that building up a EPSS training may cost more. I have to admit so far, the successful cases we have read are from big companies and schools. However, we can't deny from some point of view, EPSS training has its mastery. It still has a great future to be explored.
Friday, November 2, 2007
EDIT 451 Post 1 -Formative & Summative evaluation
Designers, observers or decision makers can improve their process by using formative evaluation. Implementing Formative evaluation provides the evaluation of the process. Therefore, the formative evaluation can be carried out when designers or decision makers are planning the whole design. Formative evaluation is more like evaluating while doing it. On contrary, summative evaluation is like a final evaluation that you can observe if there is any specific results. Summative evaluations will be implemented in the end of a project, a design or a products.
To be honest, years ago, when I was still a teacher, I didn't really use any evaluation to evaluate my lesson or my students. What I have been doing was to give tests to students. And the tests result are my consequences for evaluating if my contents/lessons are suitable for my students or not. After I started the program, I realized that evaluation has been a part which I always ignored but indeed it is important.
According to the textbook, it mentions most of the industries tended to continue to rely on learners responses to postinstrucion attitude questionnaires(summative evaluation). By my first job experience in USA, I observed the situation that we have in our department. After every computer training workshop, we will encourage our participants to do an online evaluation for the workshop that they take. The questionnaire is here http://www.calstatela.edu/its/training/sstp/
The department believes that this after-workshop evaluation can help them to improve their workshop. But in my opinion, this evaluation results don't actually provide meaningful information. Because this evaluation indeed is not well designed, the supervisor actually can't really know what we can improve or what we can do more. For example, we have a lot of students response that they feel they do learn something, but after the class, they usually forgot what they learned in the previous weeks. I think that is because the workshop tempo is fast, and in the end it doesn't provide enough practice for students to review again. So if they use formative evaluation while they design the workshops, they may revise their design process a little bit to make their workshop design meet the participants' expectation.
In summary, as the textbook mentions, industries still prefer using the summative evaluation which is a good method to observe the conclusion and continue further revision. However, formative evaluation provides us more information while we are in process. Doing by revising would make our designs more accurate to meet our goals.
To be honest, years ago, when I was still a teacher, I didn't really use any evaluation to evaluate my lesson or my students. What I have been doing was to give tests to students. And the tests result are my consequences for evaluating if my contents/lessons are suitable for my students or not. After I started the program, I realized that evaluation has been a part which I always ignored but indeed it is important.
According to the textbook, it mentions most of the industries tended to continue to rely on learners responses to postinstrucion attitude questionnaires(summative evaluation). By my first job experience in USA, I observed the situation that we have in our department. After every computer training workshop, we will encourage our participants to do an online evaluation for the workshop that they take. The questionnaire is here http://www.calstatela.edu/its/training/sstp/
The department believes that this after-workshop evaluation can help them to improve their workshop. But in my opinion, this evaluation results don't actually provide meaningful information. Because this evaluation indeed is not well designed, the supervisor actually can't really know what we can improve or what we can do more. For example, we have a lot of students response that they feel they do learn something, but after the class, they usually forgot what they learned in the previous weeks. I think that is because the workshop tempo is fast, and in the end it doesn't provide enough practice for students to review again. So if they use formative evaluation while they design the workshops, they may revise their design process a little bit to make their workshop design meet the participants' expectation.
In summary, as the textbook mentions, industries still prefer using the summative evaluation which is a good method to observe the conclusion and continue further revision. However, formative evaluation provides us more information while we are in process. Doing by revising would make our designs more accurate to meet our goals.
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