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Process Knowledge Test: Preparing for a Better Tomorrow

Blog: MattsenKumar Blog

Monthly Process Knowledge Test

The outbreak of the Corona pandemic not only restricted people to their houses but also amputated their ability to collaborate and learn. The economic slowdown is immensely impacting businesses and opportunities for the existing pool of eligible individuals.

At MattsenKumar, we understand how sporadic gaps in the learning curves affect both organizations as well as individuals. To sustain the trickledown effect of lockdown on employees’ process knowledge, we developed the Process Knowledge Test (PKT) and conducted it every month.

Why Process Knowledge Test is Necessary?

While the corporates have always advocated for more relaxed work from home norms but now everyone wants to go back to the office. Now that work from home is a compulsion, people want to go back to the office and have normal days. For many work from home is about comfort but for many, it’s highly uncomfortable and depressing. All these mental pressure reflects an individual’s performance, which has its implications on organizations downline.

The test was aimed to measure the process of knowledge of agents and other stakeholders. The team’s meticulous efforts in preparing for the test and conducting it reflected enormously in the way these tests were conducted.

Business Case: The Process Knowledge Test is the Initiative to check the critical update knowledge of all processes every month. It is the most efficient way to ensure that our employees have the requisite product/process and skills-based knowledge. This also helps in motivating employees in terms of striving the process towards excellence.

Goal Statement: Check mechanism to bridge the gaps in terms of product/process and skills knowledge in all verticals across MK.

Objective: The purpose of conducting PKT is to measure the efficiency & process knowledge of employees which will clearly define the scope of improvement at each level.

Scope: Process Knowledge Test will be a blended questionnaire about product/process knowledge with skills and grammar-related questions to check the level of understanding at each level of BPO Operations, Quality & Enterprise Vertical.

Key Metrics: Threshold: 85%, Questionnaire: 20 MCQ, Frequency: Monthly, Way-Forward: Refresher Sessions.

Here’s how the Process Knowledge Test was conducted

Keeping up with our reputation for carrying out the toughest assignments with great ease, we divided the campaign into parts and covered them phase by phase.

Action Plan

Step 1: Define the problem by conducting an assessment at each level. The team was curious to identify and cater to the problems faced by employees. This particular step dealt with the identification of all such challenges.

Step 2: Measure the performance concerning the threshold. Once the challenges were identified, the team used available metrics to weigh the performance of employees against a defined threshold. Such intricate study helped us identify challenges that could have cropped up due to remote working.

Step 3: Analyze the problem statement. Once all tests and measurements were recorded, the team levied parameters to analyze the root cause of the problem. Later a problem statement was developed.

Step 4: Improve the performance by a feedback mechanism. Once all problems were highlighted the team relied on the sophisticated feedback mechanism to help employees improve the performance.

Step 5: Control the outliers through refresher sessions. Keeping up with the spirit of the Process Knowledge Test, all identified outliers were assisted to get on the same page with the process and its regulations.

Final Observation

A slight dip in employees’ learning curve can have an immense impact on organizations’ overall annual performance. The PKT helped us assess the process of knowledge of varied employees, and then we were highly satisfied with the results.

After conducting a series of tests and getting multiple forms filled, we concluded:

Lockdown did not create a Challenge: The test highlighted the fact that almost every employee is taking out the time of their work schedules to keep learning and growing.

Cross-Functional Team Work: When work from home was implemented across multiple facilities, the key stakeholders were worried that remote working with impact data flow between cross-functional teams. Our analysis reveals that all such communications were carried out with equal enthusiasm and zeal.

Held on the same day for all employees: By conducting a process knowledge test for all employees on the same day, we ensured all malpractices and inefficiencies are avoided. It was also a test of our IT, HR and Training team, which they cleared with flying colors.

Final Thoughts

The corona pandemic has coaxed people into living life with limited access to multiple things. The lockdown was expected to affect people’s learning ability and reflect in performance but our PKT reveals that employees are motivated enough to take initiatives on their own.

Together administration and the employees have proved that one can always put their best foot forward and weave magic even with limited resources.

 

 

The post Process Knowledge Test: Preparing for a Better Tomorrow appeared first on MattsenKumar.

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