DDDM Project

7/28/2019 DDDM Project

1/6


2/6

Your supervisor has asked you to prepare two versions of the results. First, you need to prepare Tables

A and B (below) which will provide a tabulation of the data. Then, you also need to submit a writtensummary (below) describing all of the results and stating your conclusions and recommendations aboutthe training program. Because your supervisor frequently skips over data in the tables, be sure todiscuss all of the results from your table in your written summary as well. Also, when analyzing the

results, please assume that the training class size and demographic distribution were similar in the 2nd

and 3 rd quarters. .

1. Your summary (2-3 paragraphs) for the Customer Service Procedures training should discussthe results of the TOCSP and address

a. The 3 rd quarter results and success of the training overallb. The 3 rd quarter results and success of the training for each subgroup separatelyc. A comparison of the 3 rd quarter results to the 2 nd quarters results overalld. A comparison of the 3 rd quarter results to the 2 nd quarters results for each subgroup

separatelye. Your recommendations for continuing the training next quarter.

2. Your summary (2-3 paragraphs) for the Billing and Accounting Policies training should discussthe results of the TOBAP and address

a. The 3 rd quarter results and success of the training overallb. The 3 rd quarter results and success of the training for each subgroup separatelyc. A comparison of the 3 rd quarter results to the 2 nd quarters results overalld. A comparison of the 3 rd quarter results to the 2 nd quarters results for each subgroup

separatelye. Your recommendations for continuing the training next quarter.

Please note that the description of the training and actual implementation is intentionally vague . Weare focusing only on an analysis of the scores/data and what this analysis suggests about the training.We are not judging the type or quality of the training nor hypothesizing about related factors. Weare working from the assumption that it was implemented consistently and that all trainees gave their bestefforts when learning and being assessed at the end of the training program.

(Please continue to the next page.)


3/6

Table ATest of Customer Service Procedures (TOCSP)

Results

1. All Trainees

N = 25Mean = 554.76SD = 21.31% Passing 80%Successful (Y/N)? YChange in % Passingfrom 2 nd Qtr. results 10%

2. Educational Background

High School Bachelors MastersN = 12 8 5Mean = 550.17 564.25 550.60

SD = 17.36 29.46 10.60% Passing 75% 88% 80%Successful (Y/N)? N Y YChange in % Passingfrom 2 nd Qtr. results 4% 15% 12%

3. Prior Experience

N = 11Mean = 557.18SD = 24.19% Passing 82%Successful (Y/N)? Y

Change in % Passingfrom 2 nd Qtr. results 10%

4. In-House Transfers

N = 6Mean = 551.33SD = 8.24% Passing 100%Successful (Y/N)? YChange in % Passingfrom 2 nd Qtr. results 25%

5. Maturity

N = 6Mean = 540.00SD = 16.37% Passing 67%Successful (Y/N)? NChange in % Passingfrom 2 nd Qtr. results 17%


4/6

Test of Customer Service ProceduresTOCSP Summary

The 3 rd quarter results using the revised training program were calculated using a cut-off/passing score of 547, a Standard Error of Measurement (SEM) of 7.46, and a 68% confidence interval.

The average score (mean) for all students was 554.76. The analysis of the training overall revealed thatthe 547 score fell within twenty (20) of the students confidence intervals; therefore there is a 68% chancethat if tested again those twenty students would again receive passing scores. This calculates as an 80%pass rate which is a 10% increase in the 2 nd quarter passing rate. Overall I am pleased with the results of the revised training program and consider it to be a success.

Analysis of the 3 rd quarter results for each subgroup revealed that the passing rate for students with ahigh school education achieved an average score of 550.17 and a pass rate of 75% which is a 4%increase over the 2 nd quarter pass rate of 71%. The students with a Bachelors degree achieved anaverage score of 564.25 and a pass rate of 88% which is a 15% increase over the 2 nd quarter pass rate of 73%. The students with a Masters degree achieved an average score of 550.60 and a pass rate of 80%which is a 12% increase over the 2 nd quarter pass rate of 68%. Those students with prior experienceachieved an average score of 557.18 and a pass rate of 82% which is a 10% increase over the 2 nd quarter pass rate of 72%. Those students who are in-house transfers achieved an average score of 551.33 and a pass rate of 100% which is a 25% increase over the 2 nd quarter pass rate of 75%. Thestudents who were over 40 (mature) achieved an average score of 540.00 and a pass rate of 67% whichis an increase of 17% over the 2 nd quarter pass rate.

In the 3 rd quarter four (4) out of six (6) subgroups met the 80% pass rate using the revised trainingmaterials. Since none of the groups met the pass rate in the 2 nd quarter I would consider this to be asignificant increase in success for this course. The two groups that did not meet the pass rate were thosestudents with only a high school education and those students over 40. My recommendations for nextquarter would be to continue to use the revised training program. I would also recommend performingfurther analysis to identify what information the high school and mature subgroups were having difficultywith and develop a viable solution to assist these groups during the 4 th quarter.


5/6

Table BTest of Billing and Accounting Policies (TOBAP) Results

1. All Trainees

N = 25

Mean = 534.48SD = 22.16% Passing 72%Successful (Y/N)? NChange in % Passingfrom 2 nd Qtr. results 0%

2. Educational Background

High School Bachelors MastersN = 12 8 5Mean = 527.83 546.88 530.60SD = 12.11 34.32 4.72

% Passing 67% 75% 80%Successful (Y/N)? N N YChange in % Passingfrom 2 nd Qtr. results -6% 6% 9%

3. Prior Experience

N = 11Mean = 535.09SD = 22.70% Passing 73%Successful (Y/N)? NChange in % Passing

from 2nd

Qtr. results0%

4. In-House Transfers

N = 6Mean = 528SD = 11.09% Passing 83%Successful (Y/N)? YChange in % Passingfrom 2 nd Qtr. results 13%

5. Maturity

N = 6Mean = 525.67SD = 15.25% Passing 67%Successful (Y/N)? NChange in % Passingfrom 2 nd Qtr. results. 0%


6/6

Test of Billing and Accounting PoliciesTOBAP Summary

The 3 rd quarter results using the revised training program were calculated using a cut-off/passing score of 534, a Standard Error of Measurement (SEM) of 8.64, and a 68% confidence interval.

The average score (mean) for all students was 534.48. The analysis of the training overall revealed thatthe 534 score fell within eighteen (18) of the students confidence intervals; therefore there is a 68%chance that if tested again those eighteen students would again receive passing scores. This calculatesas an 72% pass rate which is the same as the pass rate in the 2 nd quarter. Overall I am disappointed withthe results of the revised training program as it didnt seem to make a difference in overall performance of the students.

Analysis of the 3 rd quarter results for each subgroup revealed that the passing rate for students with ahigh school education achieved an average score of 527.83 and a pass rate of 67% which is a 6%decrease over the 2 nd quarter pass rate of 73%. The students with a Bachelors degree achieved anaverage score of 546.88 and a pass rate of 75% which is a 6% increase over the 2 nd quarter pass rate of 69%. The students with a Masters degree achieved an average score of 530.60 and a pass rate of 80%which is a 9% increase over the 2 nd quarter pass rate of 71%. Those students with prior experienceachieved an average score of 535.09 and a pass rate of 73% which is the same as the 2 nd quarter passrate. Those students who are in-house transfers achieved an average score of 528.00 and a pass rate of 83% which is a 13% increase over the 2 nd quarter pass rate of 70%. The students who were over 40(mature) achieved an average score of 525.67 and a pass rate of 67% which is the same as the 2 nd quarter pass rate.

In the 3 rd quarter two (2) out of six (6) subgroups met the 80% pass rate using the revised trainingmaterials. The two groups that met the pass rate were those students with a masters degree and thosestudents who were in-house transfers. Since none of the groups met the pass rate in the 2 nd quarter Iwould consider this to be a minimal increase in success for this course. As I am still disappointed withthese results I will consult with my supervisor, and recommend performing an analysis to identify whatinformation the students were having difficulty with and to revise the training program to put moreemphasis on those areas.

Documents

DDDM Project