?How do you currently measure your training program and efforts?

WHAT WE HOPE YOU’LL BE ABLE TO DO

Identify key performance indicators for for important soft skills in your organization.

Build a process for capturing the business benefits of soft skills improvement.

It's not the that's right that makes something work; it's the that's wrong that messes everything up.

Measuring, Managing and Maximizing PerformanceWill Kaydos

5%

95%

BIZLIBRARY.COM

Overall spending on employee training in U.S.

organizations is $70+ billion.

COMPANY SIZE (# of Employees)

$838 (10,000+)

$838 (500-9,999)

$1,888 (<500)

COST PER EMPLOYEE PER YEAR

$1,208

Smaller organizations typically

spend more per employee

than larger organizations.

Executives Want to See More Impact and Value

RANKEDIMPORTANCE

TO EXEC’SMEASURE

LEARNING EVALUATION

LEVELEXAMPLE

CURRENTLY MEASURED

1 Impact 4 “The Accel project contributed 20% to our

reduction in error rates this fiscal.”

8%

2 Value 5 “Within one year, the East program will

achieve a 2:1 benefit-cost ratio.”

4%

3 Awards 0 “Our learning program won an award

from Chief Learning Officer magazine.”

40%

4 Application 3 “78% are applying their new skills to their

jobs”

11%

5 Learning 2 “92% of participants increased their skills” 32%

6 Activity 0 “Last year 7,800 employees participated in

our learning programs”

94%

7 Efficiency 0 “Formal learning costs $2.15 per hour” 78%

8 Reaction 1 “Employees rated our training very high

with an average of 4.5 on a 5 point scale”

53%

Source: How Executives View Learning Metrics by Patti and

Jack Phillips, CLO Magazine, Dec 2010

KPI’S AND BENCHMARKS

How do you currently measure success

Use existing data to set benchmarks

Key performance indicators for employees and the organization

Methods, processes or disciplines

Occupational skills

Knowledge

WORK ETHIC

ATTITUDE

COMMUNICATION SKILLS

EMOTIONAL INTELLIGENCE

KIRKPATRICK™ – PHILLIPS MODEL

LEVEL 2

LEARNINGknowledge,

skills and

attitudes

LEVEL 3

BEHAVIORApplication

and on-the-

job learning

LEVEL 4

RESULTSbusiness

impact

LEVEL 5

RETURN ON INVESTMENT

KIRKPATRICK PARTNERS LLC

LEVEL 1

REACTION participant

satisfaction

ISOLATION of TRAINING IMPACT

SYSTEM/PROCEDURE CHANGES

INCENTIVE/MOTIVATION

MANAGER SUPPORT/ATTENTION

EXTERNAL FACTORS

EFFECT OF LEARNING ON IMPROVEMENT

TOTAL IMPROVEMENT

AFTER PROGRAM

ISOLATION METHODS

TRENDLINE ANALYSIS

sound method to set

benchmarks, but still not

effective at isolating

ESTIMATION METHODS: PARTICIPANTS & MANAGERS

bias and simple human error

SUCCESS CASE METHOD

What did this person learn that was new? How

did this person use the learning on the job? Did

the usage help produce a worthwhile

outcome?

SUCCESS CASE METHOD

What, if anything, did this person learn that

was new?

How, if at all, did this person use the new

learning in some sort of job-specific behavior?

Did the usage of the learning help to produce any sort of worthwhile outcome?

1 2

3

SOURCE: Telling Training’s Story by Robert O. Brinkerhoff

Focus on what you’re evaluating1

Create an impact model that defines potential results and benefits.

Survey to gauge overall success versus non-success rates.

2

3

Select success and non-success instances.

Formulate conclusions and recommendations, value, and return-on-investment.

4

5

5 STEPS TO CREATE A MEASUREMENT PLAN

FOCUS AND PLAN THE EVALUATION

Identify performance areas

Engage all of the key stakeholders

Clarify and define success

Establish the data points

SKILLS DEVELOPMENT PLAN

SKILL/CAPABILITY

DEVELOPMENT OPTIONS

MY DEVELOPMENT

ACTION

TIMING

Leading meetings Video: Leading Meetings -

Create meeting behavior

expectations with your team

Gather with your

team to discuss

meeting

management and to

create meeting

expectations that

should be applied to

all team and project

meetings.

Review

monthly

CREATE A MODEL FOR SUCCESS

Organizational Goals

Business Unit Goals

Employee Behaviors or Actions

Employee Skills or Knowledge

GAUGE OVERALL SUCCESS VS. NON-SUCCESS RATES

WHICH STATEMENT BELOW BEST DESCRIBES YOUR EXPERIENCE SINCE PARTICIPATING IN THE PERFORMANCE MANAGEMENT TRAINING?

• I learned something new, I have used it, and it has led to some very

worthwhile results.

• I learned and tried some new things but can’t point to any very worthwhile

results yet.

• While I may have learned something new, I have not been able to use it

yet.

• I already knew about and was doing the things this training taught.

• I don’t think I can really use what I learned in the training.

SOURCE: Telling Training’s Story by Robert O. Brinkerhoff

SELECT SUCCESS AND NON-SUCCESS INSTANCES

MANAGER SUPPORTOPPORTUNITY TO APPLY LEARNING

PEER SUPPORT

ON-DEMAND ACCESS TO RESOURCES

SENIOR LEADER INVOLVEMENT

RECOMMENDATIONS, VALUE, AND ROI

Areas of increased performance

The value of this increase

The costs to deliver value

Recommended improvements to increase value

REPORT: VALUE OF TRAINING ON WRITING SKILLS FOR ACCOUNT REPRESENTATIVES AND

CUSTOMER SERVICE REPS

Goal: Reduce turn around time on bug fixes from

an average of 21 days to 10 days.

x x x x x x x

x x x x x x x

x x x x x x x

x x x x x x x

x x x

$1,155,000

80% OF THE BUGS REQUIRED A RETURN OF

THE WRITTEN REPORT TO THE REP FOR CLARIFICATION.

$50 / DAY – OVER 6 MONTHS – 1,100 BUGS

VALUE: The expected value to be gained is measured by using the average revenue lost for each day the service is down for customers due to sloppy or unclear written explanations of bugs to the programmers.

TRAINING COSTS:

Human Resources: $90,000Reps: $300.000Total = $390,000

VALUE ADDED FROM IMPROVED PERFORMANCE: 500 reps X $600/day/repAccess to online writing courses including time to take and complete 5

courses each and successfully complete writing evaluations to prove

increased skills. 2 HR reps needed to administer program and build writing

evaluations.

IMPACT:• Less than 10% of written reports of

bugs were returned for rewrites in 6

months after program.

• Average bug fix reduced from 21

days to 12 days.

• Total bugs affected 1,210.

TOTAL VALUE GAINED:

$544,500 ON A $390,000 PROGRAM

TRAINING COSTS:

Human Resources: $180,000Stakeholders: $480,000Total = $660,000

VALUE ADDED FROM IMPROVED PERFORMANCE: $1,200,000 in new sales with 90-day product release target, plus

payroll gains and cost savings of $144,000 which can be applied

to next release, further amplifying the benefits gained. Initial gain

is $1,344,000 less the costs of $660,000 for a net gain of $684,000 in

the first 90-days after the program finishes.

IMPACT:• Release cycle of new products is at 180

days & we need it to be 90 days.

• For every 30 days behind, we lose 8 new

sales - $50,000 each.

• 6-Team members lose 30 days each with

monthly salary of $8,000 each ($48,000

per team).

TOTAL VALUE GAINED:

$1,344,000 ON A $660,000 PROGRAM

Collaboration Skills

TRAINING COSTS:

Human Resources: $1,000Managers: $720Total = $1,720

VALUE ADDED FROM IMPROVED PERFORMANCE: Costs per manager are $60.00 each by using online delivery of content.

Managers reached full productivity by learning to effectively delegate

tasks and assume manager’s role in 8 weeks. Gain in value of salary was

$72,000. Additionally, each team saw a .25% gain in per employee

production of $18,000 total across the six impacted teams.

IMPACT:• Newly promoted managers take an average of

16 weeks to gain full productivity

• Goal is to reach 100% productivity in 8 weeks at a

value of $72,000 for 12 managers.

• Teams are less productive per employee as

managers gain skills, and secondary goal is to

increase productivity per employee.

TOTAL VALUE GAINED:

$100,000 ON A $1,720 PROGRAM

Delegation Skills

TRAINING COSTS:

Human Resources: $90,000Managers & Reps: $250,000Total = $340,000

VALUE ADDED FROM IMPROVED PERFORMANCE: Complex training program lasted a full year. In the 12 months after the

training program really began to show modifications in behaviors as

proven by reaching 4.5 customer satisfaction scores 85% of the time, 24

additional deals were won on the same number of total trials.

IMPACT:• Customer service satisfaction ratings of 3

or below during trials result in zero sales

• Ratings of 4.5 or better result in won

business 85% of the time

• Goal is to reach 4.5 ratings or better in

85% of the surveys returned.

• Average sale = $50,000

TOTAL VALUE GAINED:

$1,200,000 ON A $340,000 PROGRAM

Problem Solving Skills

KEY TAKE-AWAYS

Soft Skills form the foundation of most professional and business success.

Measuring the impact of soft skills training requires a focus on the behaviors we are trying to modify and the KPI the behaviors support.

The Success Case Method is an effective 5-step methodology that can provide clarity to help us see the impact of our soft skills training efforts.

Creating a Framework for Execution

Using Surveys and Feedback Successfully

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@JessLPetry

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Vice President of Marketing

cosborn@bizlibrary.com

@chrisosbornstl

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