A Process to Develop Personnel using Question · We are Caterpillar Global Dealer Learning. It is ... service, marketing and leadership personnel. Through clearly defined job-role

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Questionmark Conference 2018 Savannah

A Process to Develop Personnel using Questionmark

Copyright © 1995-2018 Questionmark Corporation and/or Questionmark Computing Limited, known collectively as Questionmark.All rights reserved. Questionmark is a registered trademark of Questionmark Computing Limited. All other trademarks are acknowledged.

Questionmark Conference 2018 ❖ Savannah

Have you ever had the following discussion in your training organization?▪ How do we develop our personnel?

▪ When should we assess them? Or should we?

▪ What do they need to learn?

▪ When do they need to learn?

▪ Where should we begin?

Our session will explain the process Caterpillar Global Dealer Learning developed to provide dealers a performance improvement method to invest in their personnel. We will explain each step in the process, when to perform each step and how we utilized Questionmark to improve the process.

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Overview


Questionmark Conference 2018 ❖ SavannahWho are we?

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We are Caterpillar Global Dealer Learning. It is

our job to provide Cat® Dealers with a clear

roadmap in developing their sales, service,

marketing and leadership personnel. Through

clearly defined job-role competencies, aligned

career development processes, and easy-to-

use technology, we are transforming learning.



Competency Development

Curriculum Design

Course Design

Assessment Development

Published Competency model followed by a GDL aligned curriculum

map with course gap analysis and competency

self-assessment.

Instructional Design Document containing a map to existing

resources and recommendations for course development followed

by a published learning solutions guide and curriculum.

Instructional Design Document including the high-level framework

of learning solutions, course learning outcomes and outlines, rich

media recommendations, and assessment needs followed by

learning solution creation and delivery.

Assessment Design Document including task identification and

question development to identify or validate the learners’

competency followed by a published assessment.

Define knowledge, skills, & behaviorsthat drive expert performance for a job-role or family.

Define sequence & types of requiredlearning solutions to optimally meet thetraining needs.

Recommend learning content, structure & sequence for specific topics within adevelopment plan.

Types of recommended training outputs:Instructor-Led Training, Web-Based Training, Scenario-Based Training, Structured On-the-Job Training,Performance Support.

The creation of knowledge or performance-based assessments either for courses or entire training programs

4 main process categories Process Deliverables:


Questionmark Conference 2018 ❖ SavannahCareer Development Process

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A consistent learning process for our Dealers.

• Sales• Marketing• Service• Leadership



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No assessments when determining a goal

Learner sets yearly goal

▪ Aligns with department goal

▪ Aligns with business goal



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Competency Gap Assessment

When: before Individual Learning Plan (ILP) development

Why: prioritize competencies for learning development

How: essential competency indicators for job role

Result: identify competency strengths, weaknesses, learning resources



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Competency Gap Assessment

How do we utilize Questionmark for this step?

▪ Topics are setup by competency

▪ Likert Scale questions are asked using competency indicators

▪ Results inform the learner the level they are currently performing

▪ Employee and manager have a coaching session where the learning plan is determined



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Feedback at the conclusion of the assessment



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Print Friendly HTML-Manager Report



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Competency-Knowledge Based Assessment

When: before Individual Learning Plan (ILP) development

Why: prioritize competencies for learning development

How: knowledge, skill questions related to tasks

Result: identify competency strengths, weaknesses, learning resources



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When: immediately following course or learning experience

Why: verify learning outcomes were achieved

How: knowledge-based questions mapped to outcomes

Result: retake, or marked complete in LMS

Knowledge Checks



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When: immediately following course or learning experience

Why: assesses a participant's reactions and planned action(s) following a training.

How: survey following training

Result: determines what learners found meaningful, as well as solutions needing improvement/changed.

Kirkpatrick Level 1 Survey



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Proficiency Assessments

When: between learning experiences within a competency

Why: verify learning experiences are improving proficiency

How: performance-based questions mapped to competency

Result: verifies progress, or provides remedial learning



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When: ready to complete development within competency

Why: verify performance at target proficiency level

How: knowledge, performance-based questions within competency, or for all competencies

Result: credential, or provides remedial learning experiences

Certification Assessment



Participant and Dealer Access

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SAML SSO

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SAML uses secure tokens ▪ Digitally signed and encrypted

messages with authentication data

Unique identifier-CAT Rec ID

Dealer Code

Participant Details (Last, First Name)



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Questions

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Contact Information

Lauri Buckley: [email protected]

Jennifer Franklin: [email protected]

mailto:[email protected]

Documents

A Process to Develop Personnel using Question · We are Caterpillar Global Dealer Learning. It is ... service, marketing and leadership personnel. Through clearly defined job-role