Case Scenario: Training Relationship Managers at KCB Group
The KCB Group, headquartered in Nairobi, Kenya, has 359 bank branches located in Uganda, Tanzania, Rwanda, Burundi, Ethiopia, and South Sudan. In the last three years, the number of in-person transactions made at the bank branches decreased from 36 percent to 12 percent as more customers relied on online banking tools. The company decided it was necessary to train branch staff who served as relationship managers so that they were better prepared for digital banking. Staff needed to better understand their customers so they could identify banking solutions that would meet their needs. The talent development team designed and launched the Universal Relationship Manager Program. The program's focus was on improving the following: Understanding of the variety of products and services offered by KCB, data analysis skills and the ability to connect independent pieces of information, communication skills, and increased business knowledge to help predict customers' future needs based on past transactions and interactions. The training program took place online and in person at each branch.
Q1. What outcomes should KCB Group collect to determine the effectiveness of the new training program?
Q2. What evaluation design should it use?
Q3. Explain your choice of outcomes and design.
Cite References