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ROI

Assessing the value of our training interventions is achieved in close conjunction with our clients. To accomplish this we identify and agree at the outset of a project what needs to be different as a result of the training, and how we will know this has happened. We can then formulate a clear and simple ROI strategy to engage all stakeholders and generate a real interest in results.

Typically, we will adopt a four-level (Kirkpatrick) approach to the evaluation of training; Reaction, Learning, Application, and Business Impact.

Level 1 - Reaction

At this level we measure how the participants feel about the training and their perceptions of its value to them. Did they like it? Was the material relevant to their work? How could it be improved?

Although not considered the most important level of evaluation, evaluating reaction has a high level of validity. It focuses on what people feel about the training, and it followsthat if people found the experience enjoyable and worthwhile, they are more likely to reflect on and apply what they have learnt.

Level 2 - Learning

At this level we move the evaluation beyond learner satisfaction, to assess to what extent the participants' skills, knowledge, or attitudes have changed as a result of the training. To achieve this we embed observed/measured validation activities within the training materials and activities.

Level 3 - Application

We use this level to measure how participants have applied their learning in the workplace and attempted to do things differently as a result of the training. Are the newly acquired skills, knowledge, or attitude being used in the everyday environment?

The way we achieve this will reflect our customers' environment and culture, and will complement normal work routines wherever possible. Simple competency assessment tools will supportfeedback and ongoing coaching in the workplace.

Level 4 - Business Impact/Return on Investment

This level of evaluation is used to measure the success of the training in terms of its impact on business indicators, such as increased sales, improved customer satisfaction, a reduction in complaints, etc.

The business impacts required from training will need to be agreed with stakeholders before the training is designed, and whilst we use every endeavour to ensure these targets are met, our primary focus is on delivering the agreed learning objectives for the training and on supporting participants to transfer their learning to the workplace. The ultimate responsibility for assessing the value of training will usually reside with the customer and will be discussed at the evaluation meeting on completion of the project.

Our skill is truly getting to grips with the requirements of the training, what participants will do differently, and how this will be evidenced at critical points in the journey.