JUDITH HALE is president of the consulting firm Hale Associates. Their services include consultation on assessment, certification, evaluation, and integration of performance improvement systems with performance management. She is also the author of the Performance Consultant’s Fieldbook, Performance-Based Evaluation. Performance-Based Management, and Outsourcing Training and Management, all from Pfeiffer.

• List of Tables, Figures, and Exhibits xiContents of the Website xiiiIntroduction 1Chapter 1 The Driver 11Why Organizations Certify 11Protecting the Public 12Reinforcing Professional Stature and Promoting Universal Standards 13Preparing People for Jobs Requiring Competence in Multiple Disciplines 14Protecting Jobs and Enhancing Professional Stature 15Improving Business Processes 16Establishing Professional Credibility and Influencing Academic Curricula 18Establishing Uniform Performance Standards 18Protecting the Brand Name 19Raising the Level of Core Competencies 20Success Measures 21Who to Involve 21The Players 21Target Audience 22Stakeholders 22Benefits of Certification 25Missteps and Oversights 26Tips 27Summary 30Where to Learn More 31Notes 32Chapter 2 The Business Case 33What Goes into a Business Case 34Hypotheses, Premises, and Best Guesses 36Metrics or Key Success Indicators 37Economic Metrics 39Noneconomic Metrics 42The Requirements 43Missteps and Oversights 43Tips 44Summary 48Where to Learn More 50Note 51Chapter 3 The Requirements 53Distinctions Among Eligibility, Qualification, and Certification 53Roles Certification Plays 54Gatekeeping or Screening 54Recognizing Demonstrated Performance 57Recognizing Different Levels of Accomplishment or Different Capabilities 57Typical Requirements for Certification 58Acceptance of a Code of Conduct 61Eligibility 61Education, Training, and Development 65Endorsements 67Experience 67External Credentials 69Tests 69Work Samples 72Work or Personnel Records 72Maintenance and Recertification 73Missteps and Oversights 74Tips 74Summary 76Where to Learn More 77Notes 78Chapter 4 The Standards 79Competencies, Standards, and Criteria 81Defining the Scope of the Effort 85The Job or Task Analysis 89Traditional Job/Task Analysis Methodologies 89Controlling Bias 91Sampling Error 92Design Error 95Administrative Error 109Design of the Credential 111Certification vs. Certificate 111The Elements 114Missteps and Oversights 115Tips 116Standards 118The Design 119Summary 119Procedures 121Focus Groups 121The NGT 122Outcome-Based Competency Session 123Delphi Study 124Where to Learn More 125Note 126Chapter 5 Assessment 127Definitions 127Rigor and Validity 130Sampling Error 131Under-Representation 131Extraneous Abilities 132Test Specifications 133Design Errors 134Administrative Error 136Types of Test Items 137Response-Supplied Items 137Response-Not-Supplied Items 138Computer-Based Testing 141Determining the Passing Score 142Informed Judgment Method 143Contrasting Group Method 143Conjectural (Angoff-Nedelsky) Method 145Issues in Assessment and Testing 146Opportunity to Learn 146Adequate Time and Resources 147Face Validity 147Documentation 148Missteps and Oversights 148Tips 149Summary 155Where to Learn More 161Chapter 6 Governance and Administration 163Responsibilities of the Governance Board 163Candidate Rights 165Disclosure 165Appeals and Exemptions 167Preparation and Remediation 169Ethics 170Fees and Compensation 170Test Administration 174Responsibilities of the Program Administrator 175Establishing Administrative Support Systems 176Analyzing Test Items 177Missteps and Oversights 178Tips 179Summary 187Where to Learn More 190Notes 191Chapter 7 Recertification and Maintenance 193Stability of Enabling Knowledge 194Distinguishing Between Knowledge Atrophy and Knowledge Evolution 195Defining the Purpose of Recertification or Maintenance 198Redoing the Job/Task Analysis 199Timing the Requirement 200Missteps and Oversights 201Tips 201Summary 203Where to Learn More 205Chapter 8 Implementation 207The Marketing Strategy 208Defining the Market 209Branding the Credential 210Launching the Credential 211Rolling Out the Credential and Penetrating a Market 212Developing and Executing a Communication Plan 213Developing Effective Program Materials 214Celebrating Success 215Missteps and Oversights 216Tips 217Summary 220Where to Learn More 220Chapter 9 Going Global 221Distinctions Among National, International, Global, and Multi-National Programs 221Why Go Global or International? 224Determining Reciprocity, Equivalency, and Exemptions 225Safeguarding Against Fraud or Misrepresentation 226Cultural Issues 227Language and Translation 227Missteps and Oversights 229Tips 230Summary 230Where to Learn More 233Note 233Chapter 10 Evaluation 235Developing an Evaluation Strategy 235Defining Evaluation Processes 236Determining What to Measure 237Determining Where to Start 238Being Clear About Your Purpose 242Developing an Agenda 244Presenting Your Data 244Missteps and Oversights 246Tips 247Summary 248Where to Learn More 251Index 253About the Author 269