No training can be considered successful without a proper evaluation of the training from various perspectives. For a class project presentation, I created the following evaluation plan following Kirkpatricks Learning Evaluation Model.
Brief Background of the Company• Its an Accounting Firm• Manpower - 50-60 employees• Average Age of employee is 40-50• Employee dispersed across the county• Existing mode of communication : Phoneand e-mail
Background Cont…Problem Areas:• Slow / ineffective Communication• Customer complaints have increased in the pastdue to delay in response time by the employees.Management Objectives:• To introduce IM ( Instant Message) usage forquick internal communication.• Company has a licensed software for IM tool.
TRAINING EVALUATION PLANEvaluationLevelObjectives EvaluationMethodsWhen ResponsibleLevel 1 –Reaction • PositiveFeedback(content,trainer,environment)• Suggestionsforimprovement• EvaluationForm• End oftraining• TrainerLevel 2 – Learning• To Download,set- up anduse IM• Activity Demo(hands-on)• During andafter thetraining• Trainer• ParticipantsLevel 3 –Behavior • Effectiveusage of IM(confidence,active,appropriateuse)• Randomobservation• Interview withthe Manager• EmployeeSurvey• Within 30days oftraining• Month 2 afterconductingthe training• Trainer• Manager• Trainer
TRAINING EVALUATION PLANCont…EvaluationLevelObjectives EvaluationMethodsWhen ResponsibleLevel 4 – Impact /ROI• 100% IM usagewithin first 3months• Improved internalcommunication.• Reduce customercomplaints by 5%with respect todelayed responsetime in 6 months• IT Logs• One on onewith UpperManagement.• Compareprevious 6monthsCustomerComplaints Logswith posttraining logs.• 3 months• 3 months• 6 months• IT• Upper mgmt.• CustomerSupport