Case Study: Major American Auto Manufacturer
A major American automaker's online excellence certification program, which had been in operation for several years, was fraught with stale and extremely confusing test questions thereby discouraging participation and increasing the volume of question appeals. The task for the BTS team was to develop meaningful questions that challenged the participants without angering them and to boost participation while at the same time preserving the integrity of the test to maintain its purpose as a measurement of excellence.
The BTS team did a functional analysis of the current certification program and determined that in order to achieve the clients goals there must be a clear definition of program and learning objectives, the utilization of subject matter experts, standardization of question grammar, a common language guide, an appropriate software for development and an appeals process that promoted learning.
The result of these process improvement initiatives for the major American automaker's certification program was, increased technician participation, reduced technician appeals and cost savings to both the tier one supplier and to the manufacturer. While the project was in jeopardy when handed to the BTS team, in less than a year, the performance was back on track, in fact better than ever.