Last year a group of executives at one of our big company clients decided to take a hard look at efficiency and outcome issues around learning.
Having to deal with a variety of use cases, end-user groups and training providers, not to mention the complications of operating in more than 50 countries and 18 languages, the executives saw their immediate task as getting on top of the data.
To this end, they put the following into effect:
- All courses, seminars and training events now end with a mandatory, standardized evaluation comprised of five questions, the first being the by-now-classic Net Promoter Score (“NPS” or the number of raving fans minus the number of complainers divided by the total number of responses multiplied by 100, this process yielding a number somewhere between minus and plus 100 – big positive numbers are good). The NPS question is followed by simple, sensible questions on each training program’s relevance by job role and topic, quality and effect.
- Individual employee progress is now measured the same way and on the same scale for all training.
- Costs are standardized on a per-employee basis and resolved to a base currency.