Problem
Context
As the State HR Manager, you get a phone call from John, the manager of a large retail store with a diverse team. Recently the organisation has moved toward a much stronger focus on customer service and John has been told by his area manager that he will need to train his team to be customer focused and move from a task focused culture to a customer focused culture.
Whilst John sets his own budget, as a low volume trader you know that every hour he spends that is not directly on the floor affects his profit - and his bonus! While John seems to understand that there are benefits to training staff and that eventually he will see a return on investment, he is worried that if the training is not effective it will be a waste of time and money. With nine line managers, 23 full-time staff, 28 part-time staff and 19 casuals - all with a wide variety of skills and abilities - to John it seems a daunting, huge and expensive task. He has called on you for advice and assistance.
Task
When developing your learning initiative, it is important to identify what metrics and evaluation tools you will use to measure the impact of the learning program on the business. Using the case study above as an example, identify:
a) The quantitative and qualitative measures (minimum of one of each type of measure) that you will use to support your learning program?
b) What data could you gather and analyze to assess the impact of the learning. Explain why you have selected these particular data sources?