SESSION ABSTRACT: Citibank North America UniverCiti trains 21,000 retail banking and call center employees in 12 states; offers over 70 courses and administered 25,000 tests during the first quarter of 2003. Evolving from independent regional organizations into a unified training program required standardizing while taking into consideration different department and regional needs. Changing from paper-based tests to online exams has streamlined the assessment process while providing statistical reports that identify trends in individual, regional and organizational performance. Multiple authors work together to create assessments that reinforce learning objectives and yield meaningful data. Learn how this large training organization standardized its assessment program while accommodating regional and departmental needs. LEARNING OBJECTIVES: Author creative questions that reflect employee?s on-the-job activities. Match assessments with course objectives to provide high-quality data. Incorporate testing and evaluation into computer-based training and self-directed learning.