Metrics. We cannot measure how successful a program has been without them, nor can we understand the full cost of delivery. Yet, the definition of metrics is often ignored until the end when a program review is being conducted. One of the best ways to ensure alignment between strategy and delivery is to define how a program will be evaluated before it is developed. This early discussion aids in uncovering unspoken expectations, and by uncovering the unspoken expectations improved alignment is obtained.

Often data is gathered because it has always been done that way, or because it is easy to gather. However, this does not translate to the gathering of data that provides the necessary insight to fully evaluate a training.

We work with clients to identify metrics that have meaning. In client training, it may be beneficial to monitor the calls from clients that have just completed training to see if the questions arise from poor knowledge transfer–a sign that the training may not have taken. Or when a call center has just trained customer service agents in empathy to improve handling customer complaints, would it not be better to track complaints on poor customer handling than to gather customer service agent’s perceptions on how the class went by completing a course evaluation?

We look to see where knowledge is to be applied and determine how best to measure proper application of knowledge, at time of application. The question we want to help clients answer is, was the training effective?

We also work with clients to develop custom surveys for either employees, clients, or partners so that a through analysis can be done into a specific area of interest.

If you would like to talk with us and see how we can work with your organization, please contact us.