Measuring ROI in Learning & Development , livre ebook

Association for Talent Development - Phillips Jack J. , Patricia Pulliam Phillips

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226 pages

English

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Description

How do you accurately and effectively measure return on investment (ROI) in training and performance improvement?
Measuring ROI in Learning & Development, a new volume with a focus on the international arena and including a selection of case studies, provides detailed information on how to create, develop, and sustain a comprehensive ROI evaluation system. A focus on accountability in measuring ROI in learning and performance improvement programs has produced a book filled with functional, pragmatic suggestions and examples that can be implemented in the real world.
Measuring ROI in Learning & Development provides everyone who has a personal or professional interest in developing effective metrics with a solid foundation on which to build practical ROI measuring programs.
Specific topics covered include:

examination of selected case studies, many of which employ the ROI Methodology

definition and discussion of the ROI Methodology, and suggestions on how to best implement it

exploration of best practices in measurement and evaluation of ROI

discussion of various ROI data collection plans

coverage of data analysis strategies and program assessment protocols

analysis of program costs.
Measuring ROI in Learning and Development provides comprehensive coverage of all aspects of developing, creating, implementing, maintaining, and assessing an effective, productive ROI-measurement program. With its explanation of the ROI Methodology; presentation of numerous case studies; extensive documentation and analysis of best practices; and consideration of such important issues as cost, data collection, and program assessment, this title is the most complete resource available for those involved with measuring ROI.

Sujets

Efficacité professionnelle

Efficacité

Business

Economics

Training

Employabilité, métiers et formations

Informations

Publié par	Association for Talent Development
Date de parution	21 décembre 2011
Nombre de lectures	0
EAN13	9781607287858
Langue	English
Poids de l'ouvrage	2 Mo

Informations légales : prix de location à la page 0,1950€. Cette information est donnée uniquement à titre indicatif conformément à la législation en vigueur.

Extrait

© 2012 the American Society for Training & Development
All rights reserved. Printed in the United States of America.
No part of this publication may be reproduced, distributed, or transmitted in anyform or by any means, including photocopying, recording, or other electronic ormechanical methods, without the prior written permission of the publisher, except inthe case of brief quotations embodied in critical reviews and certain othernoncommercial uses permitted by copyright law. For permission requests, please goto www.copyright.com , or contact Copyright Clearance Center (CCC), 222Rosewood Drive, Danvers, MA 01923 (telephone: 978.750.8400, fax:978.646.8600).
ASTD Press is an internationally renowned source of insightful and practicalinformation on workplace learning and performance topics, including trainingbasics, evaluation and return on investment, instructional systems development, elearning,leadership, and career development. Visit us at www.astd.org/astdpress .
Ordering information for print edition: Books published by ASTD Press can bepurchased by visiting ASTD’s website at store.astd.org or by calling 800.628.2783or 703.683.8100.
Library of Congress Control Number: 2011943854 (print edition only) Print edition ISBN: 978-1-56286-799-7 PDF e-book edition ISBN: 978-1-60728-785-8
2012-1
ASTD Press Editorial Staff: Director: Anthony Allen Senior Manager, Production and Editorial: Glenn Saltzman Community of Practice Manager, Learning & Development: Juana Llorens Associate Editor: Ashley McDonald Associate Editor: Heidi Smith Editorial Assistant: Stephanie Castellano
Editorial, Design, and Production: Abella Publishing Services, LLC Cover Design: Mazin Abdelgader
Contents

Preface Chapter 1: Building and Managing an Effective Indigenous Workforce Sean O’Toole and Al Dawood Chapter 2: Evaluating a Global Sales Training Program Frank C. Schirmer Chapter 3: A Learning Intervention for Work Engagement John Kmiec, Sandra Dugas, Cyndi Gaudet, Heather Annulis,Mary Nell McNeese, and Susan Bush Chapter 4: Success Through Managers Program ROI Study Patricia Charlton, Allison Chubbs, and Caroline Hubble Chapter 5: Measuring the Impact of Conflict ManagementSkills Training Patsi Maroney Chapter 6: Technical Training Case Study Gerry Doyle Chapter 7: The ROI in Using Colleagues as Coaches Cynthia Johnson, Leslie Hamilton, and Craig Jensen Chapter 8: Lean Concepts in Healthcare: A Return onInvestment Study John D. Piccolo Chapter 9: Store Operations Development Workshop J. H. Owens Chapter 10: Measuring the ROI in BusinessPerformance Management Esra Eserog˘lu and Önder Korkmaz Chapter 11: Developing the ROI of an Online English-asa-Second-Language Program Edward P. Nathan Chapter 12: Consultative Sales Program in aTelecommunications Company Rodrigo Lara Fernández, César Mendoza Díaz, andAna María Pérez Carmona Chapter 13: Determining Impact and ROI forKnowledge Management Bruce C. Aaron Chapter 14: Winning Every Walk-in Capt. Charanjit S. Lehal Chapter 15: Measuring ROI in a Sales Force Coaching Program João Solér, André Meira, and Valéria Blanco About the Editors About the ROI Institute
Preface

Since the publication of volume 1 of ASTD’s In Action series, titled Measuring Return on Investment, the interest in measuring the return on investment (ROI) in training and performance improvement has grown exponentially. Volume 1 filled an important void in the training literature. Published in 1994, it remains one of ASTD’s all-time bestsellers. This new publication places emphasis on the international arena with case studies from a dozen different countries.
In our visits to more than 25 countries each year, we have been impressed with the work with ROI outside the United States. We also have noticed that the issues involved in creating, developing, and sustaining a comprehensive evaluation system are similar from one country to another.
This publication includes global case studies that are at the forefront of measurement and evaluation. It introduces more examples of how ROI is being applied in a variety of settings and countries. The authors of these case studies are diligently pursuing accountability in learning and performance improvement programs. Through their writing, they share their experiences with a process that continues to be at the forefront of measurement and evaluation.
TARGET AUDIENCES
This book should interest anyone involved in learning and development, human resources (HR), and performance improvement. The primary audience is practitioners who are struggling to determine the value of programs and to show how programs contribute to the strategic goals of an organization. They are the ones who request more real-world examples around the globe. The same group also expresses concern that there are too many models, methods, strategies, and theories and too few examples to show whether any of them have really made a difference. This publication should satisfy practitioners’ needs by providing successful examples of the implementation of comprehensive evaluation processes in a global setting.
The second audience consists of facilitators and professors. Whether they choose this book for university-level students who are pursuing degrees in human resources development (HRD), internal workshops for professional learning and development staff members, or public seminars on learning and development implementation, this casebook will be a valuable reference. It can be used as a supplement to a standard HRD, HR, or performance improvement textbook. In our workshops on ROI in learning and performance improvement, we use casebooks as supplements to other books supporting our ROI Methodology. This combination of text and casebook offers the technical details of the measurement and evaluation process along with examples of practical applications, which together show participants that the measurement and evaluation process makes a difference.
Our third audience is made up of the researchers and consultants who are seeking ways to document results from programs. This book provides additional insight into how to satisfy clients with impressive results. It shows the application of the leading process on ROI evaluation for learning and performance improvement—a process based on sound theory and logical assumptions. The methodology prescribed in these examples follows a set of standards that ensure reliable, valid results.
The last audience is the managers who must work with learning and development on a peripheral basis—managers who are participants in learning and development programs intended to develop their own management skills, managers who send other employees to participate in learning and development programs, and managers who occasionally lead or conduct sessions of learning and development programs. In these roles, managers must understand the process and appreciate the value of learning and development, HR, and performance improvement. This casebook should provide evidence of this value.
Each audience should find the casebook entertaining and engaging reading. Although in some cases the case study authors faced challenges with securing ideal response rates to follow-up, as well as achieving desired thresholds, in others, the studies show programs to be successful beyond expectations. In all cases, lessons were learned and improvements in the programs and the evaluation process were made. Discussion questions appear at the end of each case to stimulate additional thought and discussion. One of the most effective ways to maximize the usefulness of this book is through group discussions, using the questions to develop and dissect the issues, techniques, methodologies, and results.
THE CASES
The most difficult part of developing this book was to identify the “best” case studies—those that proved to be flawless. We did find that there were many willing authors with successful applications. We pared down our selection based on challenges faced and overcome, lessons learned, and the variety of programs, industries, and countries represented. Most selected case studies have adhered to the standards supporting the ROI Methodology. Some have attempted to adhere to the standards, noting lessons learned by not doing so. We are pleased with the studies presented in this volume and believe that those who have followed the progress with ROI use will find them a nice addition to the more than 100 ROI case studies published to date.
Although there was some attempt to structure cases similarly, they are not identical in style and content. It is important for the reader to experience the case studies as they were developed in order to identify the issues pertinent to each particular setting and situation. The result is a variety of presentations with a variety of styles. Some cases are brief and to the point, outlining precisely what happened and what was achieved. Others provide more detailed background information, including how the need for the program was determined, the personalities involved, and how their backgrounds and biases created a unique situation. In addition, while all case studies have been translated into English, we have tried to leave the nuances of the various languages and cultures intact. Where translation has not occurred, case study authors have attempted to describe the elements and issues in the text.
In some cases, the name of the organization is identified, as are the individuals who were involved. In others, the organization’s name is disguised at the request of either the organization or the case study author. In today’s competitive world and in situations where there is an attempt to explore new territory, it is understandable that an organization would choose not to be identified. Identification should not be a critical issue, however.
CASE AUTHORS
It would be difficult to find a more impressive group of contributors than those for this casebook. The authors pr