How to Measure Training Results A Practical

How to Measure Training Resultspresents practical tools for collecting and measuring six types of data critical to an overall evaluatin of training. This timely resource: Includes dozens of reproducible tools and processes for training evaluation Shows how to measure both financial and intangible/non-financial results

Jack Phillips, Ph.D., is one of today's leading authorities on training and performance measurement. He is with the Jack Phillips Center for Research, a division of FranklinCovey He is a veteran author and expert on human resource management and provides consulting services for Fortune 500 companies in the USA and organizations in 25 countries. He is author or editor of more than 32 books and 100 articles.

Ron Stone is the practice leader for the Jack Phillips Center for Research,. He directs the consulting practice in measurement and accountability. e consults regularly with Fortune 500 companies and a wide range of international clients.

Acknowledgments

ix

Introduction

xi

The Need for and Benefits of Measurement and Evaluation of Training Outcomes

1

(22)

Why Measurement and Evaluation Are Necessary

1

(2)

A Framework for Evaluation with Six Types of Measures

3

(9)

Case Illustration: Utility Services Company

12

(6)

Setting Evaluation Targets

18

(2)

Creating A Results-Based Training Culture

20

(3)

The ROI Model and Process

23

(12)

Overview of the ROI Model and Process

23

(3)

Defining the Return on Investment and Benefit-Cost Ratio

26

(3)

Deciding Which of the Five Levels is Right for Your Training Evaluation

29

(6)

Step 1. Develop Training Objectives: The Basis for Measurement

35

(16)

How Specific Objectives at Each Level Contribute to Return on Investment

35

(1)

Linking Training Objectives to Organizational Objectives

36

(2)

Developing Objectives at Each Level for Training Solutions

38

(6)

Case Illustration: Reliance Insurance Company

44

(7)

Step 2. Develop Evaluation Plans and Baseline Data

51

(22)

Overview of Developing Evaluation Plans

51

(1)

Types of Measures

52

(1)

Clarifying the Purpose of Your Evaluation Initiative

53

(5)

Approaches to Collecting Baseline Data

58

(1)

Key Factors to Consider When Developing an Evaluation Strategy

59

(3)

Developing Evaluation Plans and Strategy

62

(11)

Step 3. Collect Data During Training (Levels 1 and 2)

73

(50)

Level 1: Measuring Reaction and Satisfaction

74

(1)

Methods of Level-1 Data Collection

75

(1)

Level-1 Target Areas---Standard Form

76

(14)

Level 2: Measuring Learning

90

Measuring Learning with Less-Structured Activities

11

(112)

Step 4. Collect Data After Training (Levels 3 and 4)

123

(30)

The Best Methods of Collecting Follow-Up Data

123

(23)

Finding the Most Reliable Data Sources

146

(2)

Questions to Ask in Any Type of Follow-Up Evaluation

148

(1)

Improving Response Rates to Questionnaires

149

(2)

Getting Started with Data Collection

151

(2)

Step 5. Isolate the Effects of Training

153

(24)

Case Illustration: First Bank

153

(2)

Identifying Other Factors: A First Step

155

(3)

The Best Strategies to Isolate the Effects of Training

158

(13)

Deciding Which Strategies to Use

171

(6)

Step 6. Convert Data to Monetary Values

177

(22)

Sorting Out Hard and Soft Data

177

(4)

The Best Strategies for Converting Data to Monetary Values

181

(9)

Deciding Which Strategy to Use to Convert Data

190

(2)

Addressing Credibility Issues

192

(1)

Making Adjustments to the Data

193

(1)

Converting a Unit of Value

193

(2)

Asking the Right Questions About Converting Hard and Soft Data

195

(4)

Step 7. Identify the Costs of Training

199

(18)

Identifying the Costs of Training

199

(1)

The Importance of Costs in Determining ROI

199

(1)

Disclosing All Costs

200

(2)

Identifying Fully Loaded Costs

202

(1)

Presenting Costs without Presenting Benefits

202

(1)

Recommended Categories for Costs

203

(6)

Cost Accumulation and Estimation

209

(1)

Cost Classification Matrix

209

(1)

Cost Accumulation

210

(2)

Cost Estimation

212

(5)

Step 8. Calculate the Return on Investment (Level 5)

217

(6)

Calculating the Benefit-Cost Ratio and the Return on Investment

217

(1)

Ten Guiding Principles

218

(1)

The Potential Magnitude of an ROI for a Target Population

218

(1)

A Rational Approach to ROI---Keeping it Simple

218

(3)

ROI Comparisons

221

(2)

Step 9. Identify Intangible Benefits

223

(6)

Why Intangible Benefits are Important

223

(1)

Identifying Common Intangible Variables

224

(2)

Sources for Intangible Benefits

226

(1)

A Final Word on Intangible Benefits

227

(2)

Step 10. Generate an Impact Study

229

(16)

The Need to Identify Organizational Impact

229

(1)

Monitoring Progress

230

(1)

Focusing on Contribution, Not Justification

231

(1)

Communicating Results

231

(1)

Addressing the Needs of Target Audiences

232

(1)

Developing the Evaluation Report

232

(1)

Developing the Impact Study

233

(4)

Presenting a Balance of Financial and Nonfinancial Data

237

(5)

Giving Others Due Credit

242

(3)

Fast and Easy Approaches to Measuring Training Outcomes

245

(6)

Cost-Saving Approaches to ROI

245

(2)

Three Quick Ways to Discover What Happened, Why, and What the Result is Worth

247

(1)

A Time-Saving Worksheet

248

(3)

Gaining Management Support and Implementing the Process

251

(22)

Organizational Politics and Decisions

251

(1)

How to Get Management Support for Evaluation of Training Outcomes

252

(4)

Avoiding the Misuse of Measurement

256

(2)

Implementation

258

(15)

Index

273

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How to Measure Training Results A Practical Guide to Tracking the Six Key Indicators

Summary

Author Biography

Table of Contents

Supplemental Materials