Return on Investment in Training and Performance Improvement Programs

Cover
Endorsements Page
Half Title
Title Page
Copyright Page
Table of Contents
About the Authors
Preface
Acknowledgments
1 Measuring the Return on Investment in Training and Performance Improvement
	Scotland Yard
	Shifting from Activity to Results
	Why ROI?
	Concerns with ROI
	Barriers to ROI
	Benefits of ROI
	ROI Best Practices
	Final Thoughts
2 The ROI Methodology
	Netherlands Forensic Institute
	The ROI Methodology
	The Process Model
	Operating Standards and Philosophy
	Application and Practice
	Implementation Issues
	Final Thoughts
	Introduction to Case Study
	Case Study, Part A: Linear Network Systems
3 Collect Data
	Renew America Together Civility Leadership Institute
	Data Collection Considerations
	Questionnaires and Surveys
	Tests
	Simulations
	Informal Tests
	Interviews
	Focus Groups
	Observations
	Business Performance Monitoring
	Action Planning and Follow‑Up Assignments
	Performance Contracts
	Data Summary Issues
	Final Thoughts
	Case Study, Part B: Linear Network Systems
4 Isolate the Effects of Training
	Air France–KLM
	Preliminary Issues
	Control Groups
	Trend Line Analysis
	Mathematical Modeling
	Participant Estimate of Training’s Impact
	Supervisor Estimate of Training’s Impact
	Management Estimate of Training’s Impact
	Customer Input of Training’s Impact
	Expert Estimation of Training’s Impact
	Calculating the Impact of Other Factors
	Using the Techniques
	Final Thoughts
	Case Study, Part C: Linear Network Systems
5 Convert Data to Monetary Benefits
	Fastgroup
	Preliminary Issues
	Converting Output Data to Contribution
	Calculating the Cost of Quality
	Converting Employee Time
	Using Historical Costs
	Using Internal and External Experts’ Input
	Using Values from External Databases
	Using Estimates from Participants
	Using Estimates from Supervisors and Managers
	Linking with Other Measures
	Using Training and Performance Improvement Team Estimates
	Selecting the Appropriate Measures
	Accuracy and Credibility of Data
	Final Thoughts
	Case Study, Part D: Linear Network Systems
6 Capture Costs of the Program
	Federal Information Agency
	The Importance of Costs
	Cost Strategies
	Cost Tracking Issues
	Major Cost Categories
	Cost Accumulation and Estimation
	Final Thoughts
	Case Study, Part E: Linear Network Systems
7 Calculate the Return on Investment
	Florida School Systems
	Basic Issues
	ROI Interpretation
	Case Application
	Other ROI Measures
	Consequences of Not Training
	ROI and the Profit Center
	ROI Issues
	Final Thoughts
	Case Study, Part F: Linear Network Systems
8 Identify Intangible Measures
	Kansas City Police
	Key Issues
	Typical Intangible Measures
	Final Thoughts
	Case Study, Part G: Linear Network Systems
9 ROI Forecasting
	Family Mutual Health and Life Insurance
	Why Forecast ROI?
	The Trade‑Offs of Forecasting
	Pre‑Program ROI Forecasting
	Forecasting with a Pilot Program
	Forecasting ROI with Reaction Data
	Forecasting ROI with Learning Data
	Forecasting ROI with Application Data
	Forecasting Guidelines
	Final Thoughts
	Case Study, Part H: Linear Network Systems
10 How to Communicate and Leverage Results
	Global Computer Chip Manufacturer
	The Importance of Communication
	Principles of Communicating Results
	Analyzing the Need for Communication
	Planning the Communication
	Selecting the Audience for Communications
	Developing the Information: The Impact Study
	Selecting the Communication Media
	Communicating the Information
	Analyzing Reactions to Communication
	Process Improvement is the Key: Black Box Thinking
	Influencing Allocation
	Final Thoughts
	Case Study, Part I: Linear Network Systems
11 Implementation Issues
	New Jersey State Police Academy
	Overcoming Resistance to ROI
	Planning the Implementation
	Preparing the Training, Development, and Performance Improvement Team
	Initiating the ROI Methodology
	Preparing the Management Team
	Monitoring Progress and Communicating Results
	Cost Savings Approaches
	Final Thoughts
	Case Study, Part J: Linear Network Systems
Appendix A
Appendix B
About ROI Institute
Complimentary Case Book Opportunity
Index