Stores and Dispatch Training - Multiple choice questions

J

joebrown

#1
Hi .

I have got to implement a training program into out stores / despatch area. Managment want me draw up a multiple quuestionare template. e.g, when operators are trained they will be issued a list of say 20 questions, each questions has three answers but only one is correct, the op must score above a certain percentage before he/she is considered as been fully trained. We populate PCB's.

What is your oponion on this type of training and has anyone one got any examples.

Joe brown
:thanx:
 
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RoxaneB

Super Moderator
Super Moderator
#2
Re: Stores / despatch Training - Multi choice questions

How long have these personnel been doing their functions? In my opinion, it is somewhat non-value-added to give them a test if they've been there for 20 years with no problems.

For new personnel, a quiz might be an approach to take or, after they've read the work instructions and have had on-the-job training, a simply observation or job-shadowing would be an effective means of determining if they know their stuff.

Not everyone likes tests! Personally, my mind goes blank when faced with the prospect of having to do a written test.

If, however, this is your only option, I would look at the stores process (receiving, issues, inventory management, etc.) and develop questions that walk the person taking the test through the process. One question on receiving a truck, one on paperwork or scanning something, one on entering a received product into the system, one on how to issue to a fellow employee with a work order, one without a work order, how to cycle count, and so on.
 
J

JaneB

#3
Re: Stores / despatch Training - Multi choice questions

What is your oponion on this type of training and has anyone one got any examples.
If your people have relatively low literacy (ie, reading'n'writing doesn't come easily to them) it could be quite a difficult test for some/all of them, and while it will generate 'paper records' and enable whizbang graphs etc, it won't necessarily create sound results. You'd certainly want to test it out on various competent operators to be sure that it did!

Multiple-choice questionnaires can be difficult to write well. The biggest problem is coming up with answers that are fair, but hard to simply guess, and particularly writing sufficiently reasonable and plausible 'distractors' (ie, the wrong choices) to really distinguish the correct answer you want.

Would need to know more about the context - type of people, how long in the job, and their literacy skills to help more. And I don't know what 'we populate PCBs' means.
 
Last edited by a moderator:
K

kaanish

#4
Dear Joe:) ,

First just clarify me whether the operators are just joined or are they working for many years .
This method was being followed in both the organisations in which had worked earlier under the name 'On-job 'training'.Split your process into set of activities Ex: Material receipt, issue, control , storage,dispatch verification etc., also your departmental procedures for the above can be considered for preparing the questionnaires. The entire exercise is to be done in a language easily followed by the staff. Criteria for qualifying in terms of % and requirement for retraining has to be defined in the concerned procedure.

rgds,
kaanish:agree:
 
J

joebrown

#6
Thank you for the reply.

I initialy constructed a list of 20 questions, e.g, one question would state, demonstrate how to book material intothe company. But management did no want this, they suggested the multiple choice questions.

I believe they are trying implement a process for monitoring how effective is their training. ref, ISO 9001 2000. Don't know if this is the right way though?


They get a lot of problems in the dispatching area where incorrect parts are being packed and sent customers. I beleive he is trying to find out if the operators are competent enough to do the job, so I beleive.

What makes it harder there is no procedures or work instructions available to the OPS, I was told you dont need them!!!!!!!!. I didn't agree with this.

PCB's . Means printed circuit boards.

:thanx:
 

RoxaneB

Super Moderator
Super Moderator
#7
I initialy constructed a list of 20 questions, e.g, one question would state, demonstrate how to book material intothe company. But management did no want this, they suggested the multiple choice questions.

I believe they are trying implement a process for monitoring how effective is their training. ref, ISO 9001 2000. Don't know if this is the right way though?
It's not that it's "wrong", but is a test the most effective way of measuring knowledge? Not always...especially if operators are not literate or comfortable with written tests.

joebrown said:
They get a lot of problems in the dispatching area where incorrect parts are being packed and sent customers. I beleive he is trying to find out if the operators are competent enough to do the job, so I beleive.
How do the operators know what to pack? Is material properly labeled? Are people assuming it's the competency of personnel? Has a proper root cause analysis been conducted on the sitaution?

joebrown said:
What makes it harder there is no procedures or work instructions available to the OPS, I was told you dont need them!!!!!!!!. I didn't agree with this.
There are 6 requirements for procedures. But there is the wonderful caveat that they are needed where their absence can adversely impact the ability to meet requirements (i.e., the quality of the product).

If root cause analysis shows that parts are not labelled properly, so the dispatch personnel are uncertain which parts to pack, this is not a competency issue.

If root cause analysis shows that the process is complex, a flow chart may help.

There are a lot of possible options to follow here.
 
A

alex_bell

#8
I wouldn't have thought a written test does anything to prove competency.

For example I could pass a written test on how to replace brake pads and disks but you really would not want me to actually change your pads and disks.
 

Stijloor

Staff member
Super Moderator
#9
Friends,

Allow me to vent here....;)

Too much emphasis is placed on "Training (attendance) Records." This record shows that the "participant" was not asleep when that piece of paper was passed around.

Too much emphasis is placed on "testing." Testing measures knowledge retention.

What really counts is competency! In other words: Can the person apply knowledge and skills so that they can be safe, effective and efficient!

And that my friends, can only be verified by careful observations by the responsible Supervisor/Manager based on established and agreed-upon job performance criteria over a pre-determined period of time.

Stijloor.
 
J

JaneB

#10
Too much emphasis is placed on "testing." Testing measures knowledge retention.

What really counts is competency! In other words: Can the person apply knowledge and skills so that they can be safe, effective and efficient!

And that my friends, can only be verified by careful observations by the responsible Supervisor/Manager based on established and agreed-upon job performance criteria over a pre-determined period of time.
Very well said. :applause:

Multiple choice tests are easy to mark and can make great little graphs.

But that's not the imortant thing. What is? Competency.

Which is at least one reason why the Standard (in 2000) changed its requirements and began using that word (instead of its previous focus just on 'training').
 
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