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  • Expertise in Web Based Product Training
  • Focus on Technology Vertical
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Just what are you assessing?
What should you measure in an assessment? The learner’s ability to recall some information? Or their ability to perform a task? A bit of both? And, what is a transparent mechanism to create such assessments?

In order to assess performance accurately, you will need clearly defined, specific performance criteria, also known as rubrics. Rubrics are based on clear objectives to be achieved in a given task. For example, a good rubric for a product support technician would be: “The technician is able to correctly and confidently complete a troubleshooting transaction under 30 minutes”

The rubrics could approach the measurement in two ways – a holistic or an analytical scale. A holistic scale measures performance in a broader perspective and requires the learner to complete a set of interrelated tasks that contribute to the overall performance. On the other hand, an analytical scale breaks down the final assessment into individual tasks that are assessed in isolation of one another. For example, the technician rubric could be further sub divided as “The technician can explain the troubleshooting procedure”; “The technician responds with empathy to customers on the phone; or “The technician can correctly identify situations in which a problem has to be escalated to his supervisor”
Why use rubrics?
  • They allow assessments to be objective, fair and transparent.
  • They involve learners in the improvement of the assessment.
  • Make the evaluation simpler and consistent.
  • Provide benchmarks against which to measure and document progress.
It’s a good idea to inform learners of the rubrics, to help them understand what is expected of them in an assessment. It helps to involve the learners in sometimes painful process of assessment, and to give them concrete goals around which they can base their learning.

STAM has a decade's experience in helping global companies with their Web Based product training strategies and investments, please contact us for your product training requirements.
The only way to evaluate someone is to see them play.

– Bill Belichick