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It is a software program to assist
in staff training, staff surveying and management information collection
and analysis. KTS can be installed on your local area network or
accessed via the internet.
Typically a line or product manager
can setup a questionnaire on any subject, for example a particular
product or range of products or an internal company survey. While
a first time set up may require some time, managers can quickly
become proficient in setting up questionnaires.
A wide range including: multi choice,
multiple answer, essay answer, exact answer questions, subset questions,
and click on picture or view video questions. The objective is to
ask simple and clear questions so that answering is an easy and
informative process. Ideally a questionnaire should be less than
20 questions and take a user no more than 5 to 7 minutes to complete.
If desired each question can be scored
as well as the total questionnaire. A "pass" score can be
linked to every questionnaire. So on completion of a questionnaire
the user can be shown both the potential score, their own score and
the "pass" mark.
Questionnaires can be grouped into
different user defined types, for example: Product Knowledge, Company
Review, and Supplier Review. Within groups there is no practical
limit to the possible number of questionnaires.
It is assumed that staff will complete
questionnaires at times that suit them most. This minimizes disruption
to operations and productivity. From the firm perspective however
it is better to follow a regular program for staff. For example
one user requires their staff to complete one questionnaire a week.
The questionnaire for the week is notified to staff on Monday morning
for completion before the next Monday. This way the staff get into
the habit of completing questionnaires and improving their knowledge.
Results can also be analysed in a more systematic and timely fashion.
The outstanding feature is the ease
of questionnaire completion for users. To log onto the system and
completing a questionnaire requires very basic computer skills,
so staff quickly learn how to complete questionnaires. Other features
that assist include: The option to set up a questionnaire in trial
mode. This enables users to go through a questionnaire and complete
several trials before actually answering for real. Parking allows
the user to quickly stop doing a questionnaire and do some other
urgent task, such as to serve a customer or answer a phone - returning
when free to continue where they left off. Another feature is the
review mode. This enables a user to "review" their completed
questionnaire, seeing both their own answer and the correct answer
to determine what they got incorrect and what they got right. Another
feature is the repeatability of questionnaires. A user can do the
same questionnaire as many times as they like until they are satisfied
with their mark and knowledge.
Handled carefully staff will enjoy
completing questionnaires rather than object to doing so. Staff
members quickly discover they can improve their knowledge through
questionnaire completion. Usually some competitiveness can emerge
between staff, branches/stores and between levels of management
over score results, leading to rapid improvement in individual scores.
Not all questionnaires need be scored as their role can be for management
feedback. Most staff regard these questionnaires as evidence of
positive interest and concern from management. They are usually
pleased to have the opportunity to provide feedback.
A feature of the system is the ability
to have anonymous questionnaires. With this ability staff can log
on anonymously and complete the questionnaire without worry about
possible repercussions arising from passing frank comments. In practice
some staff members complete "anonymous" questionnaires
in their own name happy to be identified as the source of the answers
and comments they make.
There are three different ways of
analysing the survey data: By questionnaire, by answers and by scores.
Analysis can also be made at the individual staff level, the branch/store
level or user group level. User groups greatly enhance the flexibility
of reporting and analysis, as user groups can be easily set up and
dynamically changed. All reports are initially viewed on the screen.
- In by questionnaires it is possible to see
who has done what questionnaires when, how often and their scores
either in report or graphical formats
- In by answers it is possible to identify what
the results were by answer. For example how many got a particular
answer right or wrong, or how many answers were given to each
possible answer in a multi choice question. These figures are
shown graphically and can be expressed in absolute or percentage
terms.
- In by score it is possible to analyse performance
by score on each questionnaire either at an individual or at a
store level and at a by question or by questionnaire level. Results
are presented with scores graphically.
Yes it is possible to drill down
within reports to component level results and comments. It is also
possible to produce reports with actual comments included - say
for example when giving a report to a supplier on staff views on
supplier performance.
While there is little need to export
data it can be transferred to Excel if required for further analysis.
Carefully management of training
expense is difficult, particular where staff turnover, or product
change is high. It is expensive to deliver one on one, or in small
groups. Many supplier organizations have cut back on their training
assistance. It is hard to identify what are the training needs and
to measure the effectiveness of training when it is given,KTS can
address these needs: By being able to work 24 hours a day seven
days a week for little or no pay; by being able to be in several
places at the same time, by giving actual and accurate feedback
instantaneously and by being a storehouse of knowledge.
Knowledge Tracker gives the ability
to identify where the knowledge gaps are. It identifies what needs
to be addressed and makes for much more effective and directed training.
It also gives management accurate information about the company
problems that need to be addressed to enhance company performance.
Knowledge Tracker provides an effective way to garner information
about health and safety issues and the effectiveness of company
policy. It is also an effective tool in supplier relationships,
to improve their performance for the firm or for adjusting business
arrangements. Ultimately customer satisfaction will be enhanced,
liability reduced and profits improved through correct deployment
and use of Knowledge Tracker.
All enquiries welcome! Please email us on:
info@compiledsoftware.com
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