Challenge and solution

Challenge:

The challenge was to produce a summative assessment quiz for the end of an e-Learning course on Customer Service. The aim was to ensure level 2 of Kirkpatrick’s model of evaluation had been successfully achieved.

Solution:

To ensure as thorough an assessment as possible, the following were incorporated into the quiz:

• The inclusion of 2 true/false, 2 multiple choice and 2 multiple response questions from a choice of 4 for each category.

• The quiz was randomly reshuffled each time it was restarted to ensure that learners did not necessarily receive the same questions as previous attempts.

• The order of the answers for the multiple choice and multiple response questions were shuffled to ensure that learners had to read and demonstrate understanding EVERY time they attempted the quiz in order to pass.