Cablevision developed an e-learning course that taught salespersons how to increase the number of cable television subscribers, thereby increasing revenue. The company wants to know if salespersons will increase upselling of cable television services (e.g., premium channels) and will try to sell other products (e.g., e-mail and Web access).
a. What training outcomes or criteria should the company measure to decide if this method is effective for teaching new employees how to stretch pizza dough to fit a 12-inch pan? Who should be involved in the evaluation??
b. What evaluation design would you recommend to determine if CD-ROM training is more effective than on-the-jo? Defend your answer.