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From All n One's bxp software Wixi
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Within each of these groups there will be questions, all related to the group. Inelligent Intelligent grouping allows for further analysis of specific groups later on, rather than just an overall score. i.e. is the whole call failing or is just one aspect of the call failing.
Using this questionnaire then allow it to be cycled between all of the stakeholders for review to ensure that all views of the questionnaire are included. Different perspecitves perspectives can lead to vastly improving questions and this process also helps to improve operational buy in.
Now with all of the questions identified it is possible to add weight to each of the questions. As a result three types of questions can be identified:
* A standard questionsquestion* A critical failquestion
* A classification field
A classification field allows for a non -scoring field to be included but allows grouping and classification of scored records after the QA has been scored. Examples include: type of call, line called in on, duration of call. these are examples of classifications which do not necessarily affect the score of the QA but can help in classification reports afterwards.
For each of the question above there needs to be training / supporting material to explain / demonstrate how that process should be done correctly. This material allows both assessors and assessees people being assessed to understand what is expected as part of this question. This process of developing material can also help to highlight further questions and will throw up discrepancies in process approach.
At this point there is enough material to build a thorough QA form. bxp comes with a complete manual to describe how to build a QA form
* CC-1-3 Introduction to the Blended Form Structure
* QA-1-3 Introduction to QA Form Structure
* Classification question types
* Section Groups
There are numerous combinations and operational approaches possible with the loading engine. Finding an approach that suits your business will be dependant dependent on
* who does the assessments
* how often the assessments need to be done
A stronger approach to coaching and development is to use the © SMARTER plans in bxp. A SMARTER plan uses the training material tied to each question. When a question gets less than a maximum score, then that questions training links are included in a custom developed training plan for that person. In this way, self -directed learning plans are self -generated and distributed as required to user. The user works through the plan. When the user has finished the revision a team leader or manager can provide the coaching. This has obvious advantages of reducing wasted time in covering existing material.
