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How to Measure the Impact of Employee Soft Skills Training | Webinar 02.17.15
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Transcript of How to Measure the Impact of Employee Soft Skills Training | Webinar 02.17.15
?How do you currently measure your training program and efforts?
WHAT WE HOPE YOU’LL BE ABLE TO DO
Identify key performance indicators 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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