We evaluate all our Learning and Development Interventions at four distinct levels (Kirkpatrick model).

Typically we focus measurement and evaluation efforts at level 3 - application where we evaluate real behavioural changes in the workplace that are proven to lead to an increase in business results (level 4).

Level 4. Results (business performance)

In the long term, we ensure business results are measured before and after a training programme. Typically we measure, cost savings; work output, complaints, attitudes, quality etc provided the following 5 steps are followed:

• Clear identification of relevant measures e.g. customer complaints
• Measures are taken before the programme starts
• 'Time lag' effect of the training is agreed
• We establish and allow for other factors that affect the measure
• The set up of a consistent system to monitor results
  
  

Level 3. Application (in the workplace)

Typically we conduct one to one interviews with both course participants and the client, before and after the training, to establish where the training has directly led to increases in effectiveness. We run formal assessment centres to measure and draw out improvements in performance. We also examine statistical performance data where it is available and use before and after comparisons.

At this level we are primarily measuring behaviour. The most effective method is a complete or sample group to be evaluated rigorously through a 360-feedback programme before and after the programme.

We also "key into" individual performance appraisal systems and discussions as a measure of changes in behaviour.

Level 2. Learning (increased after events or porgramme completion)

We measure learning, knowledge, skills, facts and techniques through role-plays, simulations and skill practices. Many of these are done during an event and some are done as part of a final programme assessment. Often a 'pre and post' event audit or multiple-choice questionnaire is used. We check increases in knowledge or skill against original data and share this at an organisational level. Participants keep a learning record that links their needs to the programme throughout the programme.

We also "key into" individual performance appraisal systems and discussions as a measure of training effectiveness.

Level 1. Reaction (to the training event or activity)

We conduct a review at the end of each training event, which comprises of a written form based on standard questions with space for comments. Using standard questions allows us to benchmark feedback against similar groups in that company or similar events in other businesses. Specific questions are addressed at a verbal review, sometimes with the client present. We also utilise post event discussion groups and surveys.