Measuring Effectiveness and Impact

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  • http://www.bizlibrary.com/media/476562/Certificate_of_Completion_MeasuringImpact_061814.pdf
  • Measuring Effectiveness and Impact

    1. 1. EMPLOYEE TRAINING AND DEVELOPMENT: How To Measure Effectiveness and Impact
    2. 2. BIZLIBRARY.COM VIEWER CONTROL PANEL
    3. 3. BIZLIBRARY.COM Open and hide your control panel Join audio: • Choose “Mic & Speakers” to use VoIP • Choose “Telephone” and dial using the information provided Submit questions and comments via the Questions panel Note: Today’s presentation is being recorded and will be provided within 24 hours.
    4. 4. BIZLIBRARY.COM To download the slides for today click the hyperlink in the panel on the right side. Visit www.bizlibrary.com/bizblog.aspx for the Webinar recording, slides and follow-up information. RECORDING, SLIDES AND FOLLOW-UP INFO.
    5. 5. BIZLIBRARY.COM This program has been approved for 1 (General) recertification credit hour toward PHR, SPHR and GPHR recertification through the HR Certification Institute. Please be sure to note the program ID number on your recertification application form. For more information about certification or recertification, please visit the HR Certification Institute website at www.hrci.org. EMPLOYEE TRAINING AND DEVELOPMENT: How To Measure Effectiveness and Impact A Completion Certificate will be emailed within 24 hours and a link will be shared at the end of the webinar!
    6. 6. BIZLIBRARY.COM Chris Osborn Vice President of Marketing cosborn@bizlibrary.com @chrisosbornstl Erin Pinkowski Marketing Manager epinkowski@bizlibrary.com
    7. 7. 6,000+ Courses. 25 Topic Areas. Unlimited Access. Improve your employees' performance with the largest and fastest-growing library of on-demand training videos and eLearning courses today!
    8. 8. How do you currently measure your training program and efforts? a. Don’t worry be happy - smile sheets all the way. b. Completion – at least they did something. c. We make an effort to track behavior changes. d. Data-driven – the more information and analysis the better. e. Something else.
    9. 9. What You’ll Learn: How to determine goals and key indicators? 3 2 1
    10. 10. BIZLIBRARY.COM Overall spending on employee training in U.S. organizations is $164 billion. COMPANY SIZE (# of Employees) Smaller organizations typically spend more per employee than larger organizations. $700 $964 $1,800 COST PER EMPLOYEE PER YEAR $1,195
    11. 11. KPI’S AND BENCHMARKS: How do you currently measure success? Use existing data to set benchmarks.
    12. 12. MEASUREMENT AND BUSINESS: 1951: Edward Deming The power of analytics to drive improvement. 1954: Peter Drucker The business of management and the knowledge worker. 1959: Donald Kirkpatrick Measuring the impact and ROI of training. 1970: Jack Phillips Data-driven return on investment.
    13. 13. KIRKPATRICK – PHILLIPS MODEL: KIRKPATRICK PARTNERS LLC LEVEL 1 REACTION participant satisfaction LEVEL 2 LEARNING knowledge, skills and attitudes LEVEL 3 BEHAVIOR Application and on-the- job learning LEVEL 4 RESULTS business impact LEVEL 5 RETURN ON INVESTMENT
    14. 14. THE COST OF ONE GALLON OF GAS 2013: $3.61 1970: $0.36 1959: $0.25 2013: $271,600 THE AVERAGE COST OF A NEW HOUSE 1959: $12,400 1970: $23,500 2013 1970 1959 SPUTNIK – launch of first manmade satellite FIRST FLOPPY DISK 3D PRINTING THEN AND NOW
    15. 15. It's not the 95% that's right that makes something work; it's the 5% that's wrong that messes everything up. Measuring, Managing and Maximizing Performance Will Kaydos
    16. 16. ISOLATION TECHNIQUES: SYSTEM/PROCEDURE CHANGES INCENTIVE/MOTIVATION MANAGER SUPPORT/ATTENTION EXTERNAL FACTORS EFFECT OF LEARNING ON IMPROVEMENT TOTAL IMPROVEMENT AFTER PROGRAM LEARNING PROGRAM
    17. 17. TREND LINE ANALYSIS:
    18. 18. CONTROL GROUP: Recruiters and Hiring Managers Group 1 Recruiters and Hiring Managers Group 2
    19. 19. OTHER METHODS: • participant and manager estimation of impact – ONLY AS GOOD AS THE EMPLOYEES ABILITY TO PROVIDE INFORMATION. • senior management estimation – BIAS AND SIMPLE HUMAN ERROR. • success case method – WHAT DID THIS PESON LEARN THAT WAS NEW? HOW DID THIS PERSON USE THE LEARNING ON THE JOB? DID THE USAGE HELP PRODUCE A WORTHWHILE OUTCOME?
    20. 20. SUCCESS CASE METHOD: RECOMMENDED RESOURCE Telling Training’s Story by Robert O. Brinkerhoff 1. What, if anything, did this person learn that was new? 2. How, if at all, did this person use the new learning in some sort of job-specific behavior? 3. Did the usage of the learning help to produce any sort of worthwhile outcome?
    21. 21. TRAINING IMPACT • Manager support. • Opportunities to apply learning. • Peer support. • On-demand access. • Senior management involvement.
    22. 22. FIVE STEPS TO CREATE A MEASUREMENT AND EVALUATION PLAN: Focus and plan the evaluation.1 Create an impact model that defines potential results and benefits.2 Design and conduct a survey to gauge overall success versus non-success rates.3 Conduct in-depth interviews of selected success and non-success instances.4 Formulate conclusions and recommendations, value, and return-on-investment.5
    23. 23. 1. Identify performance areas. 2. Engage all of the key stakeholders. 3. Clarify and define success. 4. Establish the data points. Focus and plan the evaluation1
    24. 24. Create a model for success.2 Organizational Goals Business Unit Goals Employee Behaviors or Actions Employee Skills or Knowledge
    25. 25. Design and conduct a survey to gauge overall success versus non-success rates.3 Which statement below best describes your experience since participating in the Performance Management training? • I learned something new, I have used it, and it has led to some very worthwhile results. • I learned and tried some new things but can’t point to any very worthwhile results yet. • While I may have learned something new, I have not been able to use it yet. • I already knew about and was doing the things this training taught. • I don’t think I can really use what I learned in the training.
    26. 26. Conduct in-depth interviews with employees who’ve been BOTH successful and unsuccessful.4 HIGH PERFORMERSLOW PERFORMERS MANAGER SUPPORT OPPORTUNITY TO APPLY LEARNING PEER SUPPORT ON-DEMAND ACCESS TO RESOURCES SENIOR LEADER INVOLVEMENT
    27. 27. • Areas of increased performance • The VALUE of this increase • The costs to deliver value • Recommended improvements to increase value Develop conclusions, write action plans and implement needed changes.5 RECOMMENDED RESOURCE Course Title: Developing Others - Connect every employee's individual goals to the organization's vision and strategy
    28. 28. BIZLIBRARY.COM REPORT: VALUE OF TRAINING ON INTERVIEWING SKILLS FOR SALES MANAGERS Goal: Reduce time to fill open positions from over 70 days to less than 55. Value: The expected value to be gained is measured by using the average revenue generated by new sales reps in their first 90 days of work on a per day basis, and the added value realized in the first 6 months of employment for each day we can get them onboard and trained more quickly. $435/day $32,000 In six months The average rep closes two more deals at an average value of $16,000 each when they started in 60 days after position opened. First 90 days.
    29. 29. BIZLIBRARY.COM Training Costs: Human Resources: $45,000 Sales: $15,000 Total: $60,000 Impact: Seven reps were hired with an average reduction of 10 days saved per rep in the six month time frame of the study. Value Added From Improved Performance: 7 reps X 10 days each = 70 days. 70 days saved were worth $30,450. 4 of 7 reps started in 60 days or less after open position. $128,000 added in new sales. TOTAL VALUE GAINED: $158,450 on a $60,000 program. Other Factors: Better communication and cooperation between sales managers and HR recruiters meant the candidates being interviewed fit a success profile for sales reps more clearly than before the program started. We also learned that social media sourced candidates tended to be more successful in the first six months than blind applicants. REPORT: VALUE OF TRAINING ON INTERVIEWING SKILLS FOR SALES MANAGERS
    30. 30. BIZLIBRARY.COM REPORT: VALUE OF TRAINING ON WRITING SKILLS FOR ACCOUNT REPRESENTATIVES AND CUSTOMER SERVICE REPS Goal: Reduce turn around time on bug fixes from an average of 21 days to 10 days. Value: The expected value to be gained is measured by using the average revenue lost for each day the service is down for customers due to sloppy or unclear written explanations of bugs to the programmers. $50/day $1,155,000 In six months The average bug eats revenue while customers are not accessing our service at a rate of $50 per day. In the last 6 months, 1,100 customers experienced bugs each taking an average of 21 days to fix. 80% of the bugs required a return of the written report to the rep for clarification. The average bug.
    31. 31. BIZLIBRARY.COM Training Costs: Human Resources: $90,000 Reps: $300,000 Total: $390,000 Impact: Written reports of bugs were shortened and clarified so less than 10% were returned for rewrites in 6 months after program. Average bug fix reduced from 21 days to 12 days. Total bugs affected 1,210. Value Added From Improved Performance: 500 reps X $600 days each for access to online writing courses including time to take and complete 5 courses each and successfully complete writing evaluations to prove increased skills. 2 HR reps needed to administer program and build writing evaluations. TOTAL VALUE GAINED: $544,500 on a $390,000 program. Other Factors: Better general communication and cooperation between the programmers and customer facing employees. We also learned that our customer service employees did not have a deep enough understanding of the technical side of our service. The enhanced writing skills helped clarify the knowledge gaps which we filled quickly. REPORT: VALUE OF TRAINING ON WRITING SKILLS FOR ACCOUNT REPRESENTATIVES AND CUSTOMER SERVICE REPS
    32. 32. Key Ideas Can I apply it today? 3 2 1
    33. 33. BIZLIBRARY.COM In a world of learning and development where complexity is the enemy… simple and nimble approach… MICHAEL ROCHELLE Chief Strategy Officer Brandon-Hall Group
    34. 34. Informal poll: What are you doing to measure the business impact of your training initiatives? WORDLE.NET
    35. 35. BIZLIBRARY.COM Courses on Project Planning 1. Determine the tools and resources you will use to effectively plan your project 2. Ensure your project plan has the key components required for success 3. Identify how you will involve the team in planning the project 4. Identify the individuals who must be informed and updated on the project plan RESOURCES
    36. 36. BIZLIBRARY.COM Free trial of the BizLibrary Collection 6,000+ Courses. 25 Topic Areas. Unlimited Access. Improve your employees' performance with the largest and fastest-growing library of on-demand training videos and eLearning courses today!
    37. 37. BIZLIBRARY.COM QUESTIONS Use the Q&A box in the lower right hand portion of your screen.
    38. 38. BIZLIBRARY.COM Click the link in chat for the completion certificate. You will also be emailed a link to the completion certificate within 24 hours. Join us next week, How to Create a Competency-Based Training Program Activity ID #206854

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