MEASUREMENT

There are four levels of measuring success in training efforts.  While we routinely measure our training results, rarely is there the opportunity to move beyond Level 3.  

To summarize:

Level 1.  Participant satisfaction is measured through end of course surveys.  The most basic of results, where high standards must be set and achieved routinely.

Level 2.  Participant knowledge gained as a result of the training is measured through a battery of tests, both daily and at the end of the course, which focus on key takeaways.  Participants either pass or fail the course.  Success rates have been excellent and management takes note of the results.

Level 3.  Whether participant behavior changed as a direct result of the course offering is measured through surveys after the fact to both participants and their supervisors.  Very promising results have been observed.  Such efforts are generally focused on specific skill training with quantifiable outcomes, such as Collections and Operations.

Level 4.  Whether there was a measurable monetary benefit as a result of the training. While the most difficult to measure due to lack of control groups, there have been examples of success.  A Collector New Hire session delivered in a developing country where there was no existing training resulted in dramatic improvements in productivity, promises-to-pay and kept promises.  In another instance, management training through simulation resulted in significant productivity improvements in high volume back office processing.