Overall Instructor Rating: Satisfactory
Ratings explanation:
- Exemplary - A model answer in almost every way (this is given out very rarely).
- Satisfactory - Very well done; you've met the expectations of the assignment. There are some minor problems, so read my feedback well.
- Marginal Pass - You pass, but there are lots of issues to consider. Read my feedback very carefully and be sure you understand the points/issues I raise.
- Not satisfactory, redo and resubmit - The assignment was not completed appropriately. I am concerned that you do not understand the process well enough yet. To get credit for the assignment, you need to redo it, most probably on another topic. Read and consider my feedback very carefully before redoing.
Instructor's Overall Feedback:
(Feedback given by Younghee Woo; concurred by Lloyd Rieber.)
Overall, I think you understand the process of formative evaluation well. Here are a couple of things to think about however. So please read that feedback below carefully.
The objective of this activity is to plan for the formative evaluation of your instruction. As stated by Dick, Carey, and Carey (2001): "Formative evaluation is the process designers use to obtain data that can be used to revise their instruction to make it more efficient and effective. The emphasis in formative evlauation is on the collection and analysis of data and the revision of the instruction" (p. 284-285).
Using the lesson you have described in the IDA on lesson design, complete the Formative Evaluation Planning Worksheet. Using the table below, describe:
- Who will do the ongoing evaluation;
- What is being evaluated;
- When the evaluation should occur; and
- How the evaluation will be conducted (i.e. tools you will use)
Be sure to refer to Dick, Carey, and Carey Chapter 10 for specific information that can be gathered from experts (e.g. subject-matter, learning, and learner) and learners in different formative evaluation situations (e.g. one-to-one, small-group, and field trials).
Formative Evaluation Planning Worksheet
Write the instructional objectives of your lesson here (it can be more than one):
Your final response:
Lesson Objective: Given the need to recite corporate policy and generate a series of remedies and answers to customer issues, the SWBAT clearly understand the goals of service recovery by reviewing problem situations and creating acceptable remedies within 5 minutes.
The instructor's feedback to this step:
Good.
Write your objective using the correct form. Click here for advice on writing objectives.
HTML formatting reminder: You can embed HTML tags directly in your responses. This will be help your buddies and the instructor view your information in a more readable fashion. For example, if you want a paragraph break somewhere, just enter <p>:
I will have the experts review the lesson on three levels:
<p>
1. content; 2. technical accuracy; 3. quality of instruction.
<p>
The content review will help ensure that no mistakes were made in the information provided to the learners.
Who |
What |
When |
How |
| Experts (subject-matter, learning, learner) |
Your final response:
Will have the experts review the lesson on three levels.
1. content;
2. technical accuracy;
3. quality of intruction.
The content review will help ensure that no mistakes were made in the information provided to the learners re: how to handle service recovery issues with the correct wording in a time-sensitive manner. The technical accuracy review will allow us to evaluate the link between the customer service issue and the response by the manager. The quality of instruction review will tell is the instruction was as effective as possible.
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Your final response:
The experts will have the three reviews completed prior to the second-to-last week of instruction.
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Your final response:
The review will be conducted through role-playing evaluations, interviews and worksheets covering psychological benefits of correct word choices.
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The instructor's feedback to this step:
I agree with Vernice. However, I cannot understand very well who are the experts for your formative evaluation. This looks very good, but I recommend that you make clear who are experts for reviewing the content, technical accuracy, and quality of instruction. You might need different experts for each part. And, you should give more details about the role-playing evaluation. |
| Learners: one-to-one |
Your final response:
Five learners will be selected to evaluate the "learnability" of the instruction. Each learner will represent a different type of group. Each one will have a varied level of experience, the first will have less than one year, the second will have between one and five years, the third will have between five and eight years, the fourth will have between eight and ten years, and the fifth will have over ten years of experience.
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Your final response:
The one-on-one evaluations will be done in the middle of the learning experience to assess if the direction of the learning is on target.
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Your final response:
The course designer will spend one-on-one time with each learner as the learner's competence in their customer-service abilities improves. A panel evaluation will be completed following the instruction.
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The instructor's feedback to this step:
You did a good job here. You seem to understand the one-to-one evaluation process well. I recommend that you add the elements to be evaluated in the 'what' part. |
| Learners: small-group |
Your final response:
A small group of learners will evaluate the "ease of learning" of the instruction. Learners who most reflect the demographics of the customer will conduct these evaluations.
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Your final response:
The group evaluations will take place near the end of the evaluation process.
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Your final response:
Critiques of each small group will cover the areas of attention to customer problems, ability to respond according to company policy and ability to respond in a short period of time.
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The instructor's feedback to this step:
Good job! However, you need specify the 'how' part. Add the evaluation methods, such as interview, observation and so on. |
| Learners: field trial |
Your final response:
The learners in the field test will be evaluating the success of the instruction with learners who were not in their learning group in order to maintain anonymity.
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Your final response:
Field tests will take place within three weeks of the final course.
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Your final response:
The evaluation will take place in the restaurants with the myriad of other manager responsibilities going on. The field test will be done at a random time and the manager will not be forewarned or aware that he is being evaluated. This test will be presented to the manager in an instructor-student evaluation of the learning process.
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The instructor's feedback to this step:
I noted some good feedback from Vernice, which you seemed to agree with. And, in field trial in a restaurant, would you use a camera? Otherwise, how would you gather data for the evaluation? |
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