Supplemental Resources for Designing E-Learning: Sample Criterion-Referenced Assessment (Kirkpatrick Level 2)

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Sample Criterion-Referenced Assessment (Kirkpatrick Level 2)

Learners will be assessed on their ability to master the objectives through an observation. Learners will be asked to process the order below.

The following observation list specifies procedure that learners should follow to process that order. Observers should use this sheet to see how closely learners follow the designated procedure, and record learners' actions as they handle the order.

Main task: Take a customer order. In this instance, the customer arrives at the "Place Order Here" sign and orders the following:

A tall regular coffee with room for cream
A double espresso
Two cinnamon rolls

The customer pays with cash.

Supporting tasks:

Supporting Task	Actions	Comments
When the customer reaches the front of the line, greet them within 30 seconds of arriving at the counter.	1. State a greeting appropriate to the time of the day. ___ Yes ___ No
	2. Ask the customer what they would like to order. ___ Yes ___ No
Take the drink order.	1. Ask the customer what type of drink they would like to order. ___ Yes ___ No
	2. If the customer orders drip coffee, do the following:
	a. Determine the complete request:
	1.) Determine whether the customer prefers regular or decaffeinated coffee. ___ Yes ___ No
	2.) Determine the size of the drink that the customer prefers. ___ Yes ___ No
	3.) Determine whether the customer would like room for milk. ___ Yes ___ No
	b. Enter the request into the cash register. ___ Yes ___ No
	c. Fill the request according to the stated preferences of the customer.
	1.) Get the paper cup that corresponds to the size requested by the customer. ___ Yes ___ No
	2.) Slip a hot sleeve over the cup. ___ Yes ___ No
	3.) Determine the current state of the coffee:
	a.) By checking the timer, determine whether the coffee is still fresh. ___ Yes ___ No
	b.) By checking the level indicator, determine whether the coffee urn is full. ___ Yes ___ No
	c.) If the coffee is not fresh or if the coffee urn is not full, make coffee at the next feasible moment. A feasible moment is when a customer is not waiting in line or, if three or more people are waiting in line, now. ___ Yes ___ No
	4.) Fill the cup with the type of coffee requested by the customer. ___ Yes ___ No
	5.) If the customer has requested room for milk, fill the cup to within 1 inch of the top. ___ Yes ___ No
	6.) If the customer did not request room for milk, fill the cup to within 1/4-inch of the top. ___ Yes ___ No
	7.) Place a hot drink lid over the coffee. ___ Yes ___ No
	8.) Give the filled coffee cup to the customer. ___ Yes ___ No
	3. If the customer orders tea, do the following:
	a. Identify the type of tea that the customer prefers. ___ Yes ___ No
	b. If the customer does not know which type of tea they prefer or asks which types of teas are available, refer the customer to the menu of teas posted in the store. ___ Yes ___ No
	c. Enter the request into the cash register. ___ Yes ___ No
	d. Take a large cup. ___ Yes ___ No
	e. Slip a hot drink sleeve over the cup. ___ Yes ___ No f. Fill the cup with hot water. ___ Yes ___ No
	g. Get a tea strainer from the tea strainer drawer. ___ Yes ___ No
	h. Place the type of loose tea requested by the customer in the tea strainer. ___ Yes ___ No
	i. Place the strainer with the loose tea on a plate. ___ Yes ___ No
	j. Hand both the plate with the strainer and the cup of hot water to the customer. ___ Yes ___ No
	k. Give the coffee drink to the customer. ___ Yes ___ No
	4. If the customer orders an espresso drink, do the following:
	a. Determine whether the customer prefers regular or decaffeinated coffee. ___ Yes ___ No
	b. Determine the size of the drink that the customer prefers. ___ Yes ___ No
	c. Determine the number of espresso shots. ___ Yes ___ No
	d. Determine whether the customer prefers a flavor shot in the espresso drink.
	1.) If the customer prefers a flavor shot, determine which flavor the customer prefers. ___ Yes ___ No
	2.) If the customer prefers a flavor shot, determine the number of shots the customer prefers. ___ Yes ___ No
	e. Take the customer's name. ___ Yes ___ No
	f. Enter the request into the cash register. ___ Yes ___ No
	g. Communicate the request to the barista (the person who makes espresso drinks). ___ Yes ___ No
	h. Tell the customer that their drink is being prepared and, after paying, the customer will be called by name when their espresso drink is ready. ___ Yes ___ No
Ask the customer if they would like to order a baked good.	1. Determine the type of baked good that the customer prefers. ___ Yes ___ No
	2. Enter the request into the cash register. ___ Yes ___ No
	3. Ask the customer if they would prefer the baked good for consumption in the store or to take way. ___ Yes ___ No
	4. If the customer plans to consume the baked good in the store, do the following:
	a. Take a plate. ___ Yes ___ No
	b. Find the baked good that the customer ordered. ___ Yes ___ No
	c. Using the tongs provided, retrieve the baked good. ___ Yes ___ No
	d. Place the baked good on the plate. ___ Yes ___ No
	e. Give the plate with the baked good to the customer. ___ Yes ___ No
	5. If the customer plans to take the baked good way, do the following:
	a. Take a small bag. ___ Yes ___ No
	b. Open the bag. ___ Yes ___ No
	c. Find the baked good that the customer ordered. ___ Yes ___ No
	d. Using the tongs provided, retrieve the baked good. ___ Yes ___ No
	e. Place the baked good inside the bag. ___ Yes ___ No
	f. Give the filled bag to the customer. ___ Yes ___ No
Complete the sale.	1. Ask the customer if he or she would prefer anything else. ___ Yes ___ No
	2. If the customer says yes, using these procedures, fill the additional request. ___ Yes ___ No
	3. If the customer says no, do the following
	a. Total the order. ___ Yes ___ No
	b. Ask the customer how he or she plans to pay. ___ Yes ___ No
	1.) If the customer asks what payment options are available, say cash or Visa. ___ Yes ___ No
	2.) If the customer plans to pay cash, ring the cash button. ___ Yes ___ No
	3.) Take the cash from the customer. ___ Yes ___ No
	4.) Press the sale button. ___ Yes ___ No
	5.) When prompted, enter the amount of money that the customer gave you into the cash register. ___ Yes ___ No
	6.) The cash register displays the amount of change that the customer should receive and automatically opens the cash register drawer. ___ Yes ___ No
	7.) Using the number displayed as a guide, count out the change for the customer. ___ Yes ___ No
	8.) Give the change to the customer. ___ Yes ___ No
	9.) Thank the customer for the order. ___ Yes ___ No