Typical training measurement reports are just a bunch of numbers that inspire yawns among business executives while shrinking the influence of the training function.
Corporate line leaders care about metrics that show whether training has had a measurable impact on their business. What you should care about is finding the right things to measure. To demonstrate training effectiveness, you need to measure right.
- Start with the business strategy.
Know how business success is measured. Know what matters most and why. Then understand the plan for success and identify where learning and development could help make a measurable difference.
If part of your company’s strategy is to improve customer service, for example, examine where and why the reps are failing and what improved service would mean in terms of revenue, margins and customer loyalty. Are customer service reps being incentivized for speed rather than customer satisfaction? Do they have the right level of authority to solve customer problems? Or do they lack the skills to build customer relationships in a way that aligns with your brand promise? If the latter, a well-designed training program can help.
- Establish training success measures.
Identify the leading and lagging metrics that will track skill adoption levels, progress toward the goal, training initiative effectiveness and impact on the business.
Learn more at: http://www.lsaglobal.com/training-measurement/
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