The Challenge of Evaluation Why does it seem so difficult and what organisations and individuals can do to improve Present...
The Training Evaluation Paradox <ul><li>Improving Evaluation consistently rates in the top 5 most important tasks facing t...
Is  improved  evaluation needed? <ul><li>No one is (really) asking for it </li></ul><ul><li>No one has any expectation of ...
Am I a BAD Trainer? Course Designer? Manager? What if the Training doesn’t make any difference? Will I LOSE Colleagues res...
Be a BETTER Trainer Course Designer Manager You know it works – quantify success What can you WIN Colleagues respect? More...
Is it too difficult?  A second paradox <ul><li>Elements of an ‘IDEAL’ evaluation </li></ul><ul><li>Credible with senior ma...
Major knowledge/ skill gap among Training Community <ul><li>Apparently 20% of companies measure ROI on training? </li></ul...
Its obvious but…. goal measure train GOAL What are we seeking to achieve – know the goal (not the learning objectives) TRA...
The Line of Sight <ul><li>Financial Performance </li></ul><ul><ul><ul><ul><li>Organisational Goals   </li></ul></ul></ul><...
<ul><li>TOTAL FINANCIAL VALUE OF ORGANISATIONAL GOALS  </li></ul><ul><li>E.g.  £ 500,000 ( cost of running contact centre)...
Goal ABC Job Scalar #1 Job Scalar #2 Job Scalar #n A Military Line  of  Sight Knowledge ,  Skills, Tools, Policies Needed ...
In conclusion <ul><li>The biggest barriers to evaluation are ATTITUDES & BELIEFS </li></ul><ul><li>Many concerns & fears c...
Action <ul><li>Review Training Managers’ capability in the areas of Commercial awareness, business decision making, financ...
And finally… DON’T PANIC!
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The Challege Of Evaluation June 2009

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Why we don\'t do training evaluation even though we know its important

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  • The Challege Of Evaluation June 2009

    1. 1. The Challenge of Evaluation Why does it seem so difficult and what organisations and individuals can do to improve Presented by Hedda Bird Founder Director The ROI Academy ITEC 2009
    2. 2. The Training Evaluation Paradox <ul><li>Improving Evaluation consistently rates in the top 5 most important tasks facing training professionals </li></ul><ul><li>AND </li></ul><ul><li>Improving Evaluation is consistently put off until ‘next year’ </li></ul><ul><li>WHY? </li></ul><ul><li>Is it because its… </li></ul><ul><li>Too Difficult? </li></ul><ul><li>Too Expensive? </li></ul><ul><li>Too Time Consuming? </li></ul><ul><li>Too Scary? </li></ul><ul><li>Not Needed? </li></ul>
    3. 3. Is improved evaluation needed? <ul><li>No one is (really) asking for it </li></ul><ul><li>No one has any expectation of it </li></ul><ul><li>Many people think it can’t be done </li></ul><ul><li>Training professionals always look forward not back </li></ul><ul><li>Training budgets not fixed on basis of contribution </li></ul><ul><li>I already know the training is working ( I think) </li></ul><ul><li>Senior Management are DELIGHTED with measurement </li></ul><ul><li>Your Personal Professionalism demands it </li></ul><ul><li>Without measurement </li></ul><ul><li>Training Optimisation </li></ul><ul><li>Training Transformation </li></ul><ul><li>Continuous Improvement </li></ul><ul><li>are IMPOSSIBLE </li></ul><ul><li>What gets measured gets MONEY! </li></ul>
    4. 4. Am I a BAD Trainer? Course Designer? Manager? What if the Training doesn’t make any difference? Will I LOSE Colleagues respect? My budget? My JOB?! Its not my fault! I can’t control what happens after training Evaluation is Too Scary
    5. 5. Be a BETTER Trainer Course Designer Manager You know it works – quantify success What can you WIN Colleagues respect? More budget? Promotion! You are in control! You have the knowledge - use it well! Think Differently = Measure Success
    6. 6. Is it too difficult? A second paradox <ul><li>Elements of an ‘IDEAL’ evaluation </li></ul><ul><li>Credible with senior management </li></ul><ul><li>Generates results that are valued in the workplace </li></ul><ul><li>Combines hard and soft evidence </li></ul><ul><li>Separates training impacts from other factors </li></ul><ul><li>Highlights Trends </li></ul><ul><li>Shows ROI </li></ul><ul><li>Shows Value for Money </li></ul><ul><li>Benchmarks…. </li></ul><ul><li>And also…. </li></ul><ul><li>Does not require our time </li></ul><ul><li>Does not require our money </li></ul><ul><li>Is easy for all participants </li></ul><ul><li>Does not put any pressure on trainees </li></ul><ul><li>Is very quick </li></ul><ul><li>Generates all the reports for me </li></ul><ul><li>Answers all the questions anybody could ask </li></ul><ul><li>will always say I did a great job! </li></ul>
    7. 7. Major knowledge/ skill gap among Training Community <ul><li>Apparently 20% of companies measure ROI on training? </li></ul><ul><li>Our research shows less than 20% of training professionals have even a basic understanding of ROI </li></ul><ul><li>Many training professionals have learnt the language of evaluation without acquiring the concepts. </li></ul><ul><li>A new education for training professionals: </li></ul><ul><li>Commercial Awareness </li></ul><ul><li>Drivers of Organisational Profit and/or Performance </li></ul><ul><li>Basic Business Analysis </li></ul><ul><li>How to engage with Finance </li></ul><ul><li>Business Decision Making </li></ul>What is ‘Improved Evaluation’ ?
    8. 8. Its obvious but…. goal measure train GOAL What are we seeking to achieve – know the goal (not the learning objectives) TRAIN Intervene to change behaviour MEASURE See if the GOAL was achieved
    9. 9. The Line of Sight <ul><li>Financial Performance </li></ul><ul><ul><ul><ul><li>Organisational Goals </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Unit KPIs </li></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Tasks / Work Processes </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Skills & Competencies </li></ul></ul></ul></ul></ul>Completing a Line of Sight for each training programme drives clarity of purpose, and provides a measure for success
    10. 10. <ul><li>TOTAL FINANCIAL VALUE OF ORGANISATIONAL GOALS </li></ul><ul><li>E.g. £ 500,000 ( cost of running contact centre) </li></ul><ul><li> Organisational Goals + Value </li></ul><ul><ul><ul><ul><li> </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Key Performance Indicators </li></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Team Tasks </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Skills & Competencies </li></ul></ul></ul></ul></ul>Sample Line of Sight – Contact Centre <ul><li>FASTER </li></ul><ul><li>BETTER </li></ul><ul><li>CHEAPER </li></ul><ul><li>More calls resolved first time ( FTR rates) </li></ul><ul><li>Callers more satisfied with service </li></ul><ul><li>Clearer next steps (less effort wasted internally) </li></ul><ul><li>Less stress staff ( fewer angry/ frustrated callers) </li></ul><ul><li>Answer the call </li></ul><ul><li>Identify reason for call correctly </li></ul><ul><li>Empathise with customer </li></ul><ul><li>Provide information as required </li></ul><ul><li>Transfer to specialist if required </li></ul><ul><li>Customer Service Standards </li></ul><ul><li>Questioning & Listening </li></ul><ul><li>Using a good call structure </li></ul><ul><li>Good call transfer </li></ul><ul><li>When to escalate a call </li></ul>
    11. 11. Goal ABC Job Scalar #1 Job Scalar #2 Job Scalar #n A Military Line of Sight Knowledge , Skills, Tools, Policies Needed Knowledge, Skills, Tools, Policies Needed Inadequate Inadequate Adequate Job Profile #1 Task #1 Task #2 Task #3 Task #n Job Profile #n
    12. 12. In conclusion <ul><li>The biggest barriers to evaluation are ATTITUDES & BELIEFS </li></ul><ul><li>Many concerns & fears could be overcome by EDUCATION for Training professionals </li></ul><ul><li>Skills & Tools already exist that can enable you to measure success well within many practical constraints </li></ul><ul><li>The first and most essential step to measuring success is to know what difference you planned to make </li></ul>
    13. 13. Action <ul><li>Review Training Managers’ capability in the areas of Commercial awareness, business decision making, financial confidence etc.. </li></ul><ul><li>Provide appropriate professional development </li></ul><ul><li>Engage senior management in the purpose of measuring success </li></ul><ul><li>Find people to help – suppliers, network professionals, operational colleagues </li></ul><ul><li>And finally… </li></ul>
    14. 14. And finally… DON’T PANIC!

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