5 assessment essentials · 2020-02-25 · 5 assessment essentials to engage talent and mitigate...

Perspective

5 ASSESSMENT ESSENTIALS to Engage Talent and

Mitigate Risk

September 2018Brandon Hall Group Research Team

© 2018 Brandon Hall Group. Licensed for Distribution by Questionmark. 2

5 Assessment Essentials to Engage Talent and Mitigate Risk

Table of ContentsIntroduction 3

Essential #1: Strategic Processes 7

Essential #2: Top-Notch Security 9

Essential #3: Comprehensive Item Banking 10

Essential #4: Trustworthy Delivery 15

Essential #5: Effective Analysis and Reporting 17

Conclusion 19

Authors and Contributors 20

About Questionmark 21

About Brandon Hall Group 22



IntroductionAssessments are powerful tools that enable organizations to make sound, defensible decisions. The stakes of these assessments are substantial; decisions made based on the results can impact the reputation and financial well-being of the organization, as well as life, limb and livelihood.

Almost eight in 10 organizations (79%) use pre- and/or post-hire assessments, according to 2018 Brandon Hall Group research. Use is expected to increase to 88% of all organizations by mid-2019.

Assessments can play a strategic role in:

The majority of organizations, especially high-performance organizations* , administer pre- and/or post-hire assessments at all employee levels except for part-time/contingency workers.

Assessing Assessments: Value and Impact

© 2018 Brandon Hall Group. Not Licensed for Distribution. 7

Who to Assess?The majority of organizations, especially high-performance organizations, administer pre- and/or post-hire assessments at all employee levels except for part-time/contingency workers. While critical to administer assessments at the higher levels because of their influence on organizational performance and direct reports, it is also important to ensure part-time and contingency workers have the skills, judgment and personalities to perform their job and be aligned with organizational values and goals.

Executives

Managers

Emerging Leaders

Individual Contributor

New Grad Hires

Part-time/Contigency

82%

92%

89%

91%

81%

62%

72%

83%

79%

81%

80%

49%

Administration of Assessments by Level Among Pre-Hire and Post-Hire Assessment Users

Source: Brandon Hall Group Assessment Practices Survey (n=High-Performance 66, Other 112)*High-performance organizations are those that have seen improvement in most of their key performance indicators over the past 12 months.

High-Performance*

Others

Administration of Assessments (Pre-Hire & Post Hire)

Source: Brandon Hall Group Assessment Practices Survey (n=High-Performance 66, Other 112)*High-performance organizations are those that have seen improvement in most of their key

performance indicators over the past 12 months.

Executives

Managers

Emerging Leaders

Individual Contributor

New Grad Hires

Part-time/Contigency

82%

92%

89%

91%

81%

62%

72%

83%

79%

81%

80%

49%

• Decision-making on hiring, promotions, succession strategies, and management strategies.

• Ensuring – and documenting – regulatory compliance.

• Driving learning and development strategies – and measuring their impact.

• Verification of vital knowledge, skills and abilities in an organization’s sales and service channels, which directly impact key performance indicators such as revenues, costs and customer satisfaction.

• Reducing risks to personnel by ensuring that people are competent in health and safety procedures.

• And much more.



While critical to administer assessments at management and senior leadership levels because of their influence on organizational performance and direct reports, it is also important to ensure part-time and contingency workers have the skills, judgment and personalities to perform their jobs and be aligned with organizational values and goals.

Assessments, developed and administered correctly, can deliver a big impact on talent and business metrics. For example:

Assessments cannot be developed, administered and managed effectively – especially on a large scale – without high-quality assessment technology. Nearly six in ten (59%) of organizations using assessments currently have an assessment technology solution. The impact of using assessment technology is significant. Most users experience increases in business metrics after implementation.

Increased Employee Engagement (Year-over-Year)

Increased Customer Satisfaction (Year-over-Year)

Increased Customer Retention (Year-over-Year)

50% 51% 45%40% 40% 35%

Users of post-hire

assessments

Users of assessments

Users of assessments

Non-users of post-hire assessments

Non-users of assessments

Non-users of assessments

Source: 2018 Brandon Hall Group Assessment Practices Study

Source: 2018 Brandon Hall Group Assessment Practices Study(Among Current Users of Pre-Hire, Post-Hire Assessment Technology)

*Includes skills and organizational fit

Improved Business Metrics Since Assessment Technology Implementation

Increased Quality of Hire*

Increased Customer Satisfaction

Increased Employee Retention

Increased Productivity

Increased Employee Engagement

76%

60%

58%

58%

54%



Like any other tool, the effectiveness and defensibility of assessments depends on how they are designed, delivered, and analyzed. Two key attributes that are vital to effective, trustworthy assessments are “reliability” and “validity.” An assessment is reliable if it measures the same thing consistently and reproducibly. A valid assessment’s content is properly aligned with the knowledge, skills and abilities it was intended to assess. Or to put it more simply, it measures what it is supposed to measure.

Assessments must be valid and reliable because judgments will be made about people which may impact regulatory compliance, their safety, and their livelihood. This report will discuss five essentials necessary for effective assessments that engage your talent and mitigate risk. The essentials are:

• Establish strategic processes for defining all elements of assessments, from purpose, to topics, development, delivery and results analysis.

• Ensure security to guard against attack against assessment systems that could lead to theft of confidential data, manipulation of results, system crashes, and more.

• Comprehensive item banking. “Items” are questions, answer choices, and scoring algorithms that must be systematically organized and secured to ensure valid, reliable assessments.

• Trustworthy Delivery. Assessments today are delivered to many different types of devices and browsers. This leads to many variables that must be controlled to ensure a good assessment experience that allows the user to answer questions to the best of their abilities.

• Effective Analysis and Reporting. To analyze the results of an assessment, sufficient data must be captured and analyzed in order to confirm that items and the test is valid and reliable.



Before we get started, here are some commonly used terminologies that can be helpful:Types of Assessment

Tests & Exams• Summative

assessments comprised of questions and scoring algorithms

• Scores and feedback at question, topic and assessment level

Quizzes• Formative

assessments that present questions and provide feedback at the item, topic and/or asessment level

Job Task Analysis• Surveys used to

analyze what tasks within a job role are most important

• Items designed to capture ratings of tasks’ difficulty, importance and frequency

Observational Assessment• An observer

assesses or rates a person’s performance, knowledge, skills and abilities

Surveys• Questions relate to

a person’s opinions on a topic (e.g. Course evaluation, employee attitude surveys)

• Conclusions drawn based on analyzing frequency of responses

5 Primary Purposes for AssessmentsDiagnosticAn assessment that is primarily used to identify the needs and prior knowledge of participants for the purpose of directing them to the most appropriate learning experience.

FormativeAn assessment that has a primary objective of providing practice for search and retrieval from memory for a learner and to provide prescriptive feedback (item, topic and/or assessment level).

NeedsAn assessment used to determine the knowledge, skills, abilities, and attitudes of a group to assist with gap analysis and courseware development. Gap analysis determines the variance between what a learner knows and what they are required to know.

ReactionAn assessment used to determine the satisfaction level with a learning or assessment experience. These assessments are often known as Level 1 evaluations (from the Kirkpatrick Scale), course evaluations, or smile or happy sheets; they are completed at the end of a learning or certification experience.

SummativeAn assessment, usually quantitative, with the primary purpose of giving a definitive grade and/or make a judgment about the participant’s achievement. If this judgment verifies that the participant has met an established standard indicative of special expertise, the judgment may confer “certification.”



Consistency of execution is critical for fair and trustable assessments. The key to consistency is well-documented processes to develop, deliver and analyze assessments.

Assessments of one type or another are such a common part of our lives that we often don’t realize their importance. A lot is at stake: the assessments you give will drive judgments about people - both job candidates and current employees – that could impact their safety, their compliance with internal and external regulations, and their livelihood.

The processes you develop will help you effectively:• Define the purpose of each assessment.• Analyze the tasks to be performed on the job and their

importance (job task analysis). • Outline the topics covered in assessments.• Engage subject matter experts who will help determine

the content of assessments.• Develop the test questions and structure of the assessment.• Review or pilot the assessment to ensure validity and

resolve ambiguous items or other issues that could adversely impact the reliability of the test.

• Deliver the assessment.• Analyze the results so that you can make high-quality decisions.

Essential #1: Strategic Processes

Here is an easy-to-use model for following an effective process for assessment development:

Assessment Planning

Assembling Assessment

DeliveryAuthoring Items

Pilot and Review

Analyze Results

Security

Assessments Process Model

Each strategic process has its own set of approaches and steps. For example, the job task analysis (JTA), which falls under assessment planning, is vital for determining the importance of job tasks and functions for assessment and development purposes. There should be a defined workflow to ensure consistency across all the JTAs you develop.



• Facilitated brainstorming with SMEs

• Discover what someone needs to “KNOW” and “DO” to do a job

DEVELOP COMPETENCY MODEL• Name, guidelines and

assumption from Sponsor• Stakeholder identification• Defines why they want to

do this

PROGRAM PURPOSE

Job Tasks Analysis• Difficulty• Importance• Frequency

HARVEST EVIDENCE

Common Workflow Process of JTA

When you start assembling your assessment, it is important to follow a standard blueprint that includes:• The topic or topics to be assessed.• Determining sub-topics and how much of the assessment each sub-topic requires.• The number of items for each section of the assessment.• Determining the skill level and criticality of each element to be assessed.

Electrical Skills Test - BlueprintSection 1: AC Motors1.a - Title1.b - Title1.C - Title

Section 2: High-Voltage Switchgear 2.a - Title2.b - Title

Section 3: Synchronous Motors3.a - Title3.b - Title

% of test45%

25%

30%

# items342185

19127

231112

Skill Level

332

23

22

# items

333

22

23

Example of Assessment Blueprint



Essential #2: Top-Notch SecuritySecurity is important for any system, but especially with assessment systems.

If you have people with bad motivations working on the assessment, they can leak the content which, if used by people to cheat, would invalidate the assessment.

If you have a bad actor with access to the databases, it is possible to change scores and harvest confidential data.

Organizations can be lulled into a false sense of security if breaches of your assessment system have not occurred recently or ever, but it takes just one occurrence to wreak havoc on your assessment program.

There are three basic types of security you should focus on:

Role-based security. This permits an enterprise to manage the permissions of people involved in assessment programs and maintain the confidentialities required.

System and data security. With the threat of data breaches at an all-time high, it is important that all data is secure, and also meets the multinational personal data security standards in the General Data Protection Regulation.

Assessment security. Determining and mitigating risks for theft, identity fraud and cheating.

To understand the type of security you need, you must understand the stakes of the assessment. For example, there is little or no motivation to cheat on a quiz, which is really a learning aid, so cheaters would only be hurting themselves.



Factor Consequences Decisions

Options for participant

Motivation to cheat?

Identify assessment-taker Proctoring required Development effort Check reliability and validity

Low StakesFewFew and easily reversed

Refine studies

LowNot importantNoMinorRarely

Medium StakesSome

Can be reversed

Pass, fail, or work harder

MediumPotentially importantSometimesMediumUtilize subject matter expert

High StakesMajorVery difficult to reverse

Pass or fail

HighVery importantAlways and constantMajorUtilize a Psychometrician

However, on a nursing, architectural or engineering exam, the stakes are much higher. There is a strong motivation to cheat, so it is important to identify each test taker. For high-stakes tests related to national security, government agencies or the military might use biometric screening such as retinal scans to confirm test takers’ identities. To consistently monitor the level of assessment security needed, you can use a simple matrix like this one:

Essential #3: Comprehensive Item BankingAn “item” is the collection of the question, the answer choices, the correct choice, and the scoring algorithm for each piece of an assessment. An assessment typically contains between 50 and 100 items. When you develop more than 5 assessments (with potentially 500 items), you need technology to organize banks of items.

Maintaining an easily accessible “Item History,” which documents edits made and reviews performed, can be crucial to defending the fairness of your assessment development processes.

Your technology should be able record each version of an item and any comments related to changes in items. An item version history can also be helpful during the review process to understand what edits were made, when they were made, and who made them.



• Enable authors and edit questions/items.• Include images, audio or video, to

supplement or add context to questions.• Insert mathematical formulas using a built-

in editor.• Choose from many different item types.• Organize questions by topic and sub-

topic folders.

• Define feedback at question and topic levels.

• Define and apply meta tags.• Review and try out questions so they can

be refined.• Define sophisticated scoring algorithms.• Search item banks by keyword, author,

meta-tags, and more.

Developing assessments can be a time-consuming job, and therefore can be expensive, because a subject-matter expert is usually involved. The SME can be expected to develop three questions an hour, two of which will be repeats or excluded during a quality control process. You need high-quality technology to provide a secure, collaborative environment with intuitive, browser-based interfaces for creating and managing items. The solution should also be able to import items from other systems.

The system should be able to:



SUCCESS STORY

Southwest Gas Corporation provides natural gas service to Arizona, Nevada, and portions of California and serves more than 2 million customers. Southwest Gas creates approximately 100,000 individual questions each year for use in assessments of field employees and contractors to ensure their safety and the safety of others. Southwest has been a Questionmark customer for approximately 10 years.

ANDREWDOMINGUEZSuperintendentGas Operation Support StaffSouthwest Gas, Las Vegas

“We are embarking on rewriting all of our training. We are going beyond knowledge and understanding to focusing on application. So our assessments have to include more scenarios. The capability of the Questionmark system to create scenario-based questions and graphics enrich the quality and scope of our tests.”



Once the questions are developed, you also need a place where authors and administrators keep exam content up-to-date and ready for deployment at any time. Your technology should be able to let you:

Assessment authors may opt to create simple forms, selecting individual items to be included in the assessment. Or, they may opt to create assessments that pull items at random that meet specific selection criteria, and then define sophisticated branching within the assessment based on how the participant answers questions or performs on certain groups or blocks of questions. So your solution should be able to:

• Organize items hierarchically and by metatag to align with skills and competencies.

• Track changes to items and roll back to previous versions.

• Create item version histories for auditing and defensibility.

• Use advanced item search features to identify items that may need updating.

• Implement assessment and topic scoring schemes.

• Select questions by metatag or topic.• Randomize ordering of questions and

choices.• Define outcomes based on score-bands

and topic-level scores.• Create automatic emails with assessment

results to participants and/or other stakeholders.

• Collaborate securely in creating, reviewing and selecting exam questions.

• Import information in a variety of formats.• Classify, categorize and structure item

storage for enhanced automation and scalability in test form creation and maintenance.

• Specify varying levels of item, topic and assessment feedback to provide to participants.

• Set time limits for assessments (and override time limits if required for certain candidates/participants to adhere to reasonable accommodation requirements, etc.)



• How many participants have answered the question• Importance to know how stable the statistic are generally more

participants answering the question means more stability of statistics

• How many participants have not answered the question• Important to know if there was a problem with the question

wording (participant got confused and didn’t answer) or the display (an image wasn’t displaying properly onscreen) that need to be addressed

• Also impacts the number of results

The difficulty of a question represented as a proportion of the participants that answered the question correctly (in the case of multiple choice items)

The degree to which questions differentiate or discriminate between participants who know the material well and those that do not know the material well. Examples of discrimination statistics:

• High minus Low: The proportion of examinees of the top 27% of participants (in terms of assessment score) minus the lowest 27% (should be large positive difference between high and low)

• Item-total Correlation Coefficient: A point-biserial correlation between examinee assessment scores and item scores (higher item scores should mean higher assessment scores)

Number of Results

Number Not Answering

Question Difficulty

Question Discrimination

What to Look for in an Item Analysis Report

Finally, it is important that your system provides an item analysis report to get a complete understanding of the strengths and weaknesses of each item once the assessment is given, so adjustments can be made as needed.



Essential #4: Trustworthy DeliveryToday’s assessments are delivered to numerous types of devices and browsers. Each device and browser has its own anomalies, which can distract an assessment experience. In addition, fluctuating Internet connectivity can also disrupt an assessment, so it is critical for the system to save results as a person progresses. Given that people already have test anxiety, these issues can distract participants from answering questions to the best of their abilities.

Therefore, it is critical that your system can reliably deliver an assessment to any device or browser that an employee might use. The system also needs to be designed to meet the many different styles of accommodations required for employees with cognitive or physical disabilities. Here are some specific capabilities you should expect from your system to ensure trustworthy delivery of assessments:

Employees expect assessment software to have the same type of user experience they get from their consumer products. Users must find the assessment easy – even enjoyable – to use. It is also important that questions are clear and easy to navigate so participants don’t get confused about how to answer. If test appearance and delivery don’t provide a great experience, it hurts the credibility of the assessment and everything you have done to develop it.

GREAT USER EXPERIENCE BLENDED DELIVERY WITH MOBILE SUPPORT, PRINTING AND SCANNING

Blended delivery means that you can create assessments once and then deliver them on a variety of different platforms such as mobile devices, workstations, and also print them out. Delivering assessments on mobile devices helps you assess remote employees or employees “in the field.” Delivering paper assessments and scanning in the results accommodates employees without easy access to technology.

ACCESSIBLE TO EMPLOYEES WITH DISABILITIES

AUTOMATE DIFFERENT QUESTIONS ON ASSESSMENT RE-TAKES.

An assessment system must be able to accommodate participants with disabilities in compliance with Section 508 regulations and other accessibility regulations. Using systems that cannot make accommodations can expose your organization to EEOC complaints and lawsuits.

When participants need to re-take an assessment after a failed result, validity is enhanced if they see different questions than they did on the original test. The best systems automate the process of avoiding previously delivered questions.



SAVE-AS-YOU-GO (SAYG)

Devices and network connections can fail, so it critical that every answer is recorded and saved at the server. SAYG capability guards against lost answers that can create stress and distrust in the system.

For many higher stakes tests and exams, organizations are compelled to mitigate the risks of cheating, impersonation and content theft to ensure the integrity of assessment results. Assessment delivery platforms can include options to require certain tests and exams be delivered exclusively in proctored environments, equip proctors with tools to control and monitor test delivery, and require delivery via secure apps that “lock down” participant devices until a test has been completed. Platforms can also provide options and support for online, remote proctoring – a practice has grown substantially in recent years as a viable, cost-effective, and arguably superior alternative to in-person proctored exam delivery.

Secure Delivery Options

SUCCESS STORY

ANDREWDOMINGUEZ

Superintendent,Gas Operations Support Staff

Southwest Gas, Las Vegas

“The relationship we have had over the years with Questionmark has been great in that they are very responsive to try to find solutions to the problems that we pose. Sometimes those solutions may not be part of their core product, but they are willing to listen and come up with solutions to help us.”



To analyze the results of an assessment, sufficient data must be captured and analyzed to confirm that items and the test are valid and reliable.

An assessment is reliable if it measures the same thing consistently and can be reproduced time after time. If you deliver a highly reliable assessment to the same participant on two occasions, you would likely reach the same conclusions about the participant’s knowledge or skills.

Essential #5: Effective Analysis and ReportingA valid assessment measures what it is designed to measure. A test can be reliable, but not measure what it is meant to measure. For example, you could have a reliable assessment that tested for skill in word processing, but this would not be valid if used to test machine operators because writing is not a central task.

Good analysis and reporting of assessment results are only useful if the assessment is vaild and reliable. Some key capabilities required to effectively analyze and report assessment results are:

For trustable assessments that can be correctly analyzed, you need participant responses stored accurately, even in the event of system failure, and you need to ensure that results cannot be tampered with. Look for a system with two independent databases for results. Test results can then be stored immediately in one database, and copied into the other database for analysis.

Tamper-Proof Results Storage

It is important that assessment results are available only to those who need to know. If assessment results are shared inappropriately, this will reduce credibility. Plus, in the wrong hands, the data could expose questions to future test-takers. The best systems can restrict assessment results through a function called differential security.

Restricted Data Access

As we discussed earlier, these reports identify poor items in an assessment so they can be removed or improved.

Item Analysis Report



There is huge potential in correlating assessment results with other business data to help make decisions. This can help in performance management, learning and development, succession and career development, and many other ways. To make assessments a part of your “big data” analysis, your assessment system must provide a secure, standards-based API to access raw assessment results data. Many Business Intelligence applications are now available – for example, Microsoft Power BI, SAP Business Objects, and Tableau – that can access data via OData-base APIs to provide analytics and data visualization that can help organizations analyze assessment results data alongside data from other enterprise systems such as an HRIS, ERP, CRM and others.

Correlating Assessment Results with Other Business Data

There are many ways to report data. It’s important to match the report type to the data and to the delivery styles preferred by the people reviewing it. The best systems provide up to 30 standard report types for you to use.

Wide Variety of Report Types

SUCCESS STORY

ANDREWDOMINGUEZSuperintendent,Gas Operations Support StaffSouthwest Gas, Las Vegas

“Through the analytics, we have also found that sometimes it is not the questions on the assessments that are the problem, but instead it may be how we are conducting the training. It has opened our eyes to our methods of training, which may not have been as good as they could have been in some respects. The Questionmark system is powerful in that way.”



Conclusion

We’ve discussed five essentials for assessments to be engaging to your talent and to mitigate risk. Taking steps to ensure these essentials are covered will maximize the assessment experience for developers, assessment participants and those who use the data for business purposes. It will ensure that your assessments are trusted, defensible, and useful. With these essentials in place, assessments have value that extend beyond the test itself. Using high-quality assessments that evaluate skills, behaviors and capabilities of potential and current employees and partners:

• Ensure they comply with laws, making it less likely that your company will be prosecuted.

• Demonstrate commitment to compliance with laws, which regulators take into account when determine fines.

• Reduce cost and time spent in unnecessary training.

• Create information to provide feedback to learners that can reduce the risk of individuals making errors.

• Ensure that partners and brokers understand your products in order to effectively represent the features, benefits and value proposition.

• Conclusively and cost-effectively document that skills are transferred during a training program and to demonstrate to stakeholders that the organization has acted appropriately.

• Correlate, with confidence, assessment results with KPIs to determine which knowledge, skills and abilities impact business performance.



Authors and ContributorsClaude Werder ([email protected]) wrote this report. He is the Vice President of Research Operations and Principal HCM Analyst at Brandon Hall Group. His responsibilities include overseeing Brandon Hall Group’s team of analysts, directing research priorities, content quality assurance, and producing the annual HCM Excellence Conference. He also leads the Talent Management practice and specializes in competency and career development, performance management, assessments, and leadership development.

Richard Pachter ([email protected]) edited this report. He is the Content Manager at Brandon Hall Group and is responsible for editing all types of content related to research. He has experience as a journalist, copywriter, editor, marketer, blogger, and social media marketing manager. He also served as the business books columnist for the Miami Herald for more than a decade.

Emma Bui ([email protected]) is the Graphic Design Associate at Brandon Hall Group. She created the layout and graphics for this report.



About QuestionmarkQuestionmark provides assessment technology solutions that enable organizations to measure knowledge, skills and attitudes securely for certification, regulatory compliance, workforce learning and channel verification.

Questionmark OnDemand is a cloud-based Assessment Management System that enables you to author, deliver, and report on surveys, quizzes, tests and exams. Questionmark OnPremise provides similar functionality as installable, on-premise software.

Questionmark’s assessment management system enables organizations to:

• Author questions and organize them into tests, exams, quizzes or surveys.

• Deliver via browser, mobile/tablet, secure browser, in proctored environment or paper.

• Securely deliver high-stakes tests and exams in proctored environments.

• Analyze results and distribute meaningful reports to stakeholders.

• Manage large question banks efficiently.• Ensure the integrity of test and exam

results with best-in-class security.• Integrate with other key enterprise

systems, e.g., LMS, HCM, via SSO, etc.

The system includes multilingual interfaces (in 36 languages) and an optional translation management system for creating, delivering and managing multilingual assessments.

Questionmark is ISO 27001 certified with cloud offerings available from audited data centers in the US and Europe. In addition to 24/7 technical support, Questionmark offers ancillary services such as online proctoring as well as consulting and deployment services to help customers with custom data integrations, special add-ons such as candidate/learning portals, and custom reports/analytics.



About Brandon Hall GroupBrandon Hall Group is a HCM research and advisory services firm that provides insights around key performance areas, including Learning and Development, Talent Management, Leadership Development, Talent Acquisition, and HR/Workforce Management.With more than 10,000 clients globally and almost 25 years of delivering world-class research and advisory services, Brandon Hall Group is focused on developing research that drives perfor-mance in emerging and large organizations, and provides strategic insights for executives and practitioners responsible for growth and business results.

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5 assessment essentials · 2020-02-25 · 5 assessment essentials to engage talent and mitigate...

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