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Leadership and Management CIPD UK Assignment Sheet

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Understanding Organisations & The Role of Human Resources (Assessment 3 ELA F212B) by Rodzidah Mohd Rodzi

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Leadership and Management CIPD UK Assignment Sheet

  1. 1. 1 Certificate in Learning & Development Practice Assessed Coursework Cover Sheet Student Name : Rodzidah bt Mohd Rodzi IC : 791103-10-5336 Organisation : CIAST, Shah Alam Unit Title : Understanding Organisations & The Role of Human Resources Unit Code : 3ELA F212B Coursework Component : Written Assignment Date of Submission : 3 July 2012
  2. 2. 2 Activity 1 Write a report about the nature and purpose of evaluation, which explains : Question 1 1. How evaluation differs from / relates to : validation, assessment, monitoring and evaluation. Answer How evaluation differs from/ relates to : validation, assessment, monitoring and evaluation. Measuring Training Effectiveness What it means? Validation All analytical methods used to validate the training programs in respect to accuracy Assessment The action of assessing the effectiveness of the training programs Monitoring Observe and check the progress or quality of the training programs over a period of time Evaluation The making of a judgment about the value of the training programs
  3. 3. 3 Question 2 2. The purposes of evaluation for 3 different stakeholders Answer Purpose of evaluation ( to identify training effectiveness by answering all the stakeholder needs) L = Levels of Evaluation Who? What do you want to know? General Manager The achievement of : -vission, mission, objective -Return On Investment (ROI) -Return On Expectation Level 4, 5 & 6 Head of Departments The Planning of : -budget allocations - Key Result Area (KRA) performance -Customer satisfaction -cost effectiveness - Level 4 & 5 Managers The trend and behavior of : -Attitude, Skills. Knowledge (ASK) gap - Competence qualified trainers , - Key Performance Indicator (KPI) achievement
  4. 4. 4 Who? What do you want to know? -Level 3 Trainer Self ability and competency in : -training performance - training scope expertise - delivering effectiveness level -work of schedule -budget of time - knowledge and skills receive by the trainees -Level 1 & 2 Human Resources Current and future strategy / planning : -data to grooming the competency -Competencies gap -customer satisfaction - resolving complaints -Level 4 & 6 Learners Training objective achievement : - benefit of the training -knowlwdge and skills gain from the trainer -Level 1 & 2
  5. 5. 5 Question 3 3. The concepts of ‘return on investment’ and ‘return on expectation’ and a brief explanation of how these can be measured Answer Return on Expectations (ROE) When designing training programs, it must be taken to the point that expectations of the training contribution to an overall business initiative are completely clear. Learning professionals must ask the stakeholders questions to clarify and refine their expectations on all four Kirkpatrick levels. This is a negotiation process in which the training professional makes sure that the expectations are satisfying to the stakeholder, and realistic to achieve with the resources available. Once stakeholder expectations are clear, learning professionals then need to convert those typically general wants into observable, measurable success outcomes by asking the question, “What will success look like to you?” Those outcomes then become the Level 4 Results; the targets to which you can sharply focus your collective efforts to accomplish return on expectations. Return On Investment (ROI) Cost Benefit Analysis Cost benefit is a process of determining the economic benefits of a training program. It a method of assessing the results versus cost incurred. Why cost ? • To better understand total expenditure • To compare cost with alternative training • To justify the investment • To evaluate the proportion of money invested on various categories of people • To control cost
  6. 6. 6 • Improve productivity • To improve decision making on people development issues Level Questions Response 1 How many years this hotel has run? Do you think this hotel has a beautiful landscape? Is the swimming pool side satisfying you? 30 years Yes, it is. Yes, it is. 2 How many staff working here? How many rooms this hotel provide? How many Meeting Room can be rented in this hotel? 300 persons 250 rooms 5 Meeting rooms 3 What is the major problem this hotel have now? Refer to the feedback form report, why did the hotel’s café had many complaints on 31st August, 2011 Why most customer stayed at our Deluxe Room keep complaining about the toilet hygiene? Services and attitude problem. Because the Chief Chef was absent that day. Because the chamber maid supervisor that in charge the Deluxe Room had play disappointed role and action had been taken. 4 Is this business running very well this year? What do you think of developing another branch of this hotel? Based on the feedback and complaints report, what is your opinion on customer satisfaction? Yes, with profit margin. It’s good, because this hotel name has establish. Most of the customers satisfied with the services only sometimes when emergency happened, they complaints on the hygiene services.
  7. 7. 7 Question 4 4. 3 different approaches (methods) to evaluating learning & development activities. Answer  Level 1 Evaluation – Reactions Level one serves to be the gauge - it evaluates how participants/trainees react to the training program or learning experience. It tests waters by attempting to understand participants' perceptions - Did they like the training program? Was the training material relevant? Was the method of delivery effective? The reaction evaluation tools and methods used in this stage are feedback forms, post-training surveys, questionnaires, which are quick and easy to gather, and non- expensive to analyse. Often called a smilesheet, this type of evaluation, according to Kirkpatrick, should be an inherent feature of every training program at the very first level, for it offers ways in which a training program can be improved. Secondly it builds the base for level two, as the participants' reactions serve as a pointer as to whether learning is possible. Even though a positive reaction does not in effect guarantee learning, a negative reaction to the training program reduces its chances significantly. - Training Evaluation Form The advantages and disadvantages of Level 1 Evaluation Advantages Disadvantages Quick and easy Low cost Can be distributed to big group Easy to collect data Not accurate because it is only self satisfaction. Some respondents not interested to answer. Misunderstanding of the questions. Not reliable to Attitude-Skill-Knowledge ASK changes.
  8. 8. 8  Level 2 Evaluation – Learning Level two measures the increase in knowledge - before and after the training program. In order to do this, tests are conducted on participants before training (pre test) and after training (post test). At this stage, evaluation moves beyond participants’ reactions to the newly acquired knowledge, skills, and attitude of the learners if any. What is important to note is that this stage does not merely verify skills/knowledge learnt but the extent to which participants have advanced with regards to new knowledge. This stage calls for more rigorous procedures, ranging from formal to informal testing to team assessment and self-assessment. The most common learning evaluation tools are assessments or tests conducted before and after the training. Interviews, observation are also not uncommon as they are simple to set up and specific. (measuring tools : pen & paper test, observation, work sample, assignment/ project, oral test, checklist, role play/ teach back, Lickert Test/ Attitude Test) Advantages (Level 2 of Evaluation : Learning) Disadvantages Can gain new ASK Mistakes can be corrected on the spot Easy to set up evaluation tools Avoid intrepetation and misleading of understanding. Not visualize the real work presentation. Time consuming Cost consuming Need experts to executing testing Need high skill administration management -True / False Question, Multiple aswers question, short answer question
  9. 9. 9  Level 3 Evaluation - Transfer The third level assesses the change that has occurred in participants' behavior due to the training program. At this stage, all evaluation focuses on the core question - Are the newly acquired skills, knowledge, or attitude being used by the learners in their everyday work arena? Did the trainees use the relevant skills and knowledge? Was there significant and measurable change in performance of the trainees when back to their jobs? Was the transfer in behaviour retained? Would the trainee successfully be able to transfer knowledge to someone else? Several trainers view this level as the most accurate assessment of a training program's success. However, this stage throws up questions like when, how often, and how to evaluate as it is nearly impossible to predict when learners will exhibit their newly acquired skills and behaviour. Hence, during level three, observation and interview over a period of time are required to measure change, its relevance, and sustainability. Arbitrary, subjective assessments are unreliable as people change differently at different times. Evaluation in this area is challenging and is possible only through support and involvement of both line managers and trainees. Advantages (Level 3 of Evaluation : Behaviour) Disadvantages More accurate result Detail in assessment More structured test Needs expertise to run testing Needs high administration management Halo Effect (We assume people are good) Lead bias to the assessor Only suitable for the small group Difficult to prepare the assessment
  10. 10. 10 Question 5 5. 3 different evaluation tools (e.g. questionnaire, survey,assessment) and their relative merits. Answer  Level 1 Evaluation – Reactions Level one serves to be the gauge - it evaluates how participants/trainees react to the training program or learning experience. It tests waters by attempting to understand participants' perceptions - Did they like the training program? Was the training material relevant? Was the method of delivery effective? The reaction evaluation tools and methods used in this stage are feedback forms, post-training surveys, questionnaires, which are quick and easy to gather, and non- expensive to analyse. Often called a smilesheet, this type of evaluation, according to Kirkpatrick, should be an inherent feature of every training program at the very first level, for it offers ways in which a training program can be improved. Secondly it builds the base for level two, as the participants' reactions serve as a pointer as to whether learning is possible. Even though a positive reaction does not in effect guarantee learning, a negative reaction to the training program reduces its chances significantly. TRAINING EVALUATION FORM Course : Date : Organizer : Please tick on the number according to the scale provided below: 1 2 3 4 5 Very Poor Poor Satisfied Excellent Very Excellent
  11. 11. 11 Q1. Was the course objective achieved? 1 2 3 4 5 Q2. How do you rate the training’s content? 1 2 3 4 5 Q3. How do you rate the delivery method of this training? 1 2 3 4 5 Q4. How do you rate the trainer’s ability in conducting this course? 1 2 3 4 5 Q5. How the learning environment fulfill your requirement? 1 2 3 4 5 The advantages and disadvantages of Level 1 Evaluation Advantages Disadvantages Quick and easy Low cost Can be distributed to big group Easy to collect data Not accurate because it is only self satisfaction. Some respondents not interested to answer. Misunderstanding of the questions. Not reliable to Attitude-Skill-Knowledge ASK changes.
  12. 12. 12  Level 2 Evaluation – Learning Level two measures the increase in knowledge - before and after the training program. In order to do this, tests are conducted on participants before training (pre test) and after training (post test). At this stage, evaluation moves beyond participants’ reactions to the newly acquired knowledge, skills, and attitude of the learners if any. What is important to note is that this stage does not merely verify skills/knowledge learnt but the extent to which participants have advanced with regards to new knowledge. This stage calls for more rigorous procedures, ranging from formal to informal testing to team assessment and self-assessment. The most common learning evaluation tools are assessments or tests conducted before and after the training. Interviews, observation are also not uncommon as they are simple to set up and specific. (measuring tools : pen & paper test, observation, work sample, assignment/ project, oral test, checklist, role play/ teach back, Lickert Test/ Attitude Test) Advantages (Level 2 of Evaluation : Learning) Disadvantages Can gain new ASK Mistakes can be corrected on the spot Easy to set up evaluation tools Avoid intrepetation and misleading of understanding. Not visualize the real work presentation. Time consuming Cost consuming Need experts to executing testing Need high skill administration management
  13. 13. 13 Question (Test) True / False 1. Do teamwork is individual work with high performance? (False) 2. Do teamwork need high level understanding & cooperating among team members? (True) 3. Do teamwork involve more than 10 members? (False) Advantages (true/ false questions) Disadvantages Can test a large body of material Easy to score Difficult to construct questions that are definitely true or false. Prone to guessing. Multiple answers questions 1. What are the values needed in a teamwork? a. Cooperation b. Trust & support each other c. Good team spirit d. Distrust each other 2. Which is NOT TRUE about quality of teamwork? a. Respect others b. Leader centered c. Mutual cooperation d. Consensus
  14. 14. 14 3. What is the best statement explaining the teamwork? a. Job done by many people b. Combined individual tasks c. Job done with cooperation of many people. d. Team that is not working Advantages(multiple choice questions) Disadvantages Measures a variety of levels of learning Easy to score Can be analyzed to yield a variety of statistics When well constructed, has proven to be an effective assessment tool Difficult to construct effective questions that measure higher order thinking and contain a number of plausible detractors. Short answer questions 1. Teamwork is a work performed by a group that contributes towards a mutual goal. 2. Teamwork can improve performance. 3. Teamwork means more we and less I. 4. Teamwork makes difficult works becomes easy. 5. The process of working collaborating with a group of people in order to achieve a goal is called teamwork.
  15. 15. 15 Advantages (short answer questions) Disadvantages Relatively easy to construct Can cover a wide range of content Reduces guessing Primarily used for lower levels of thinking Prone to ambiguity Must be constructed carefully carefully so as not to provide too many clues to the correct answer. Scoring is dependent on the judgement of the evaluator.  Level 3 Evaluation - Transfer The third level assesses the change that has occurred in participants' behavior due to the training program. At this stage, all evaluation focuses on the core question - Are the newly acquired skills, knowledge, or attitude being used by the learners in their everyday work arena? Did the trainees use the relevant skills and knowledge? Was there significant and measurable change in performance of the trainees when back to their jobs? Was the transfer in behaviour retained? Would the trainee successfully be able to transfer knowledge to someone else? Several trainers view this level as the most accurate assessment of a training program's success. However, this stage throws up questions like when, how often, and how to evaluate as it is nearly impossible to predict when learners will exhibit their newly acquired skills and behaviour. Hence, during level three, observation and interview over a period of time are required to measure change, its relevance, and sustainability. Arbitrary, subjective assessments are unreliable as people change differently at different times. Evaluation in this area is challenging and is possible only through support and involvement of both line managers and trainees.
  16. 16. 16 PROCESS CHECKLIST CHANGING A LIGHT BULB SUBTASKS WEIGHT 0 1 2 3 MARKS PROCESS 1. Identify the not working lamp. 1 /3 2. Turn off the switch. 3 /9 3. Let the bulb cool down >30 seconds. 2 /6 4. Wear cotton glove/ dry hand. 3 /9 5. Remove the burnt out lamp 2 /6 6. Dispose the burnt out lamp properly. 2 /6 7. Fit the new bulb. 3 /9 8. Turn on the light switch. 1 /3 ATTITUDE 1. Tidy and neat. 1 /3 2. Attention ti detail. 1 /3 SAFETY 1. Make sure don’t get shocked. 3 /9 2. Wear cotton glove/ bulb capacity identification 2 /6 ** Weightatage 3 meanscritical area TOTAL MARKS /72 PERCENTAGE % **Min passing marks : 80%
  17. 17. 17 PROCESS CHECKLIST CHANGING A LIGHT BULB SUBTASKS WEIGHT 0 1 2 3 MARKS RESULTS Pass: Fail : Activity 2 Undetake evaluation of an L&D activity, using 2 evaluation tools you have designed yourself, and analyse your findings. Devise an action plan for implementing at least 2 improvements to the L&D activity, based on your evaluation, and agree this with relevant stakeholders, Answer First Evaluation Tools  Construct test question  Distribute to learner  Mark and score the test papers  Propose recommendation Construct 10 questions True / False 1. Do teamwork is individual work with high performance? (False)
  18. 18. 18 2. Do teamwork need high level understanding & cooperating among team members? (True) 3. Do teamwork involve more than 10 members? (False) Multiple answers questions 4. What are the values needed in a teamwork? a. Cooperation b. Trust & support each other c. Good team spirit d. Distrust each other 5. Which is NOT TRUE about quality of teamwork? a. Respect others b. Leader centered c. Mutual cooperation d. Consensus 6. What is the best statement explaining the teamwork? a. Job done by many people b. Combined individual tasks c. Job done with cooperation of many people. d. Team that is not working
  19. 19. 19 Short Asnwer 7. Teamwork is a work performed by a group that contributes towards a mutual goal. 8. Teamwork can improve performance. 9. Teamwork means more we and less I. 10. Teamwork makes difficult works becomes easy. 11. The process of working collaborating with a group of people in order to achieve a goal is called teamwork. Program Title : Teamwork Skills Training Objectives : To improve the working skills in team What went well : Only 1 trainee passed the test. Average score is 65% What did not go well : 90% of trainees failed in the training test Recommendation : Should construct new ADDIE for TNA All employee need to attend refreshment training Name Score % Passing Score % Variance % Mazuki 80 90 10 Sharifah 70 90 20 Suria 50 90 40
  20. 20. 20 Shereen 70 90 20 George 50 90 40 Rodney 40 90 50 Mark 70 90 20 Lim 60 90 30 Azreen 70 90 20 Mawi 90 90 0 median 70 mean 65 mode 70 standard deviation 15.1 range 50
  21. 21. 21 Propose recommendation- survey feedback. NO. LEVEL QUESTION TOOLS/ TECHNIQUE WHEN WHO + / - 1. REACTION How did the participants react to the trainings?  Feedback form  Interview 2. LEARNING What is the change in ASK before and after training?  Pen paper test  Oral test  Observation  Checklist  Work sample  Role play  Teach back  Attitude test  Assignment 3. BEHAVIOU R To what extend the learners apply what they have laernt?  Observation  Check list  Work sample  Attitude test  Project/ assignment
  22. 22. 22 Second Evaluation Tools PROCESS CHECKLIST CHANGING A LIGHT BULB SUBTASKS WEIGH T 0 1 2 3 MARKS PROCESS 9. Identify the not working lamp. 1 /3 10. Turn off the switch. 3 /9 11. Let the bulb cool down >30 seconds. 2 /6 12. Wear cotton glove/ dry hand. 3 /9 13. Remove the burnt out lamp 2 /6 14. Dispose the burnt out lamp properly. 2 /6 15. Fit the new bulb. 3 /9 16. Turn on the light switch. 1 /3 ATTITUDE 3. Tidy and neat. 1 /3 4. Attention ti detail. 1 /3 SAFETY 4. Make sure don’t get shocked. 3 /9 5. Wear cotton glove/ bulb capacity identification 2 /6 ** Weightatage 3 meanscritical area TOTAL MARKS /72 PERCENTAGE % **Min passing marks : 80%
  23. 23. 23 PROCESS CHECKLIST CHANGING A LIGHT BULB SUBTASKS WEIGH T 0 1 2 3 MARKS RESULTS Pass: Fail : Name Score % Passing Score % Variance % Mazuki 80 80 0 Sharifah 70 80 10 Suria 40 80 40 Shereen 60 80 20 George 50 80 30 Rodney 90 80 +10 Mark 80 80 0 Lim 70 80 10 Azreen 90 80 +10 Mawi 80 80 0 median 75 mean 71 mode 80
  24. 24. 24 standard deviation 16.6 range 50 Program Title : Perfomance evaluation on Changing A Light Bulb Objectives : To evaluate performance of replacing the faulty bulb safely Www : Average score is 71%, W did not go well : 50% of trainees failed in the skills assesment Recommendation : Revise passing score Review critical area Focus re-training to the failure group Create non training program for failure group ( mentoring and coaching ), clear instruction, redesign checklist, skills demo by intructor, mentor mentee ( past guide failure ), retrain the failure
  25. 25. 25 THURSTONE SCALES ( TEAMWORK ) 1. I will always give the best support to my team. 2. I will always listen to all my team members suggestion. 3. I will always motivate other team members to carrying out the task. LIKERT SCALES ( TEAMWORK ) Scale : Strongly agree Agree Uncertain Disagree Strongly disagree 1. I will always give the best support to my team. 2. I will always listen to all my team members suggestion. 3. I will always motivate other team members to carrying out the task. Skill and Willl  Leadership  Benefit  Self confident  Environment
  26. 26. 26 Impact  Cost savings  Increased output  Time saving  Quality improvements

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