Leveraging Metrics that Matter to Showcase Value

Transcription

1 Leveraging Metrics that Matter to Showcase Value Mark Tucker, Director of Marketing New Horizons Computer Learning Centers Sara Chizzo, Director Enterprise Solutions

2 Solution for Multiple Stakeholders

3 & New Horizons Largest independent IT training company 120+ number of locations globally Solutions for individuals and businesses Integrated Learning approach guides learners through entire learning lifecycle Need to demonstrate quality and client return on learning investment Leader in web-based measurement/evaluation solutions Strong relationships with channel partners Ability to benchmark quality Expertise in return on learning investment to clients

4 New Horizons Press Release New Horizons Training Making a Quantifiable Impact on the Job June 8, 2004 Over 1.5 Million Evaluations Indicate Immediate Impact on Job Performance 38 % of a performance improvement was directly attributable to New Horizons training as opposed to other factors 70% of participants applied the training within 8 weeks 97% of participants utilize or plan to utilize the training back on the job 60% increase in knowledge or skill upon leaving New Horizons training New Horizons training yields a 4:1 benefit to cost ratio based on predicted increase in performance

5 MTM Proves NH Partner Value The data supports the fact that New Horizons continuously ranks as a high performing partner for Microsoft and they continue to be a leading advocate of measuring the impact and ROI on their training, which not only helps their customers but Microsoft as well. Lutz Ziob, general manager, Microsoft Learning

6 Client Case Study Online floral delivery company Struggling with how to measure the investments made in learning Responsible for presenting measurement strategy to senior management which included the ability to produce a financial ROI on the learning

7 Client Case Study New Horizons sales rep has recently been trained on demonstrating training value Strategic relationship with Flowers delivering outsourced IT training solutions Consultative/relationship-based approach Suggested that client might benefit by the same approach used by New Horizons

8 Consultative Conversation Phase 1 Rep contacted (KA) KA used Metrics that Matter to pull available data into a report for Flowers Data already existed with no additional collection efforts needed by NH Report included: Quality Indicators Effectiveness Projected Impact Results Benefit to cost ratio Comments

9 Quality Indicators Metrics that Matter quantified the high quality and satisfaction NH provided over the years of training.

10 Effectiveness Indicators Metrics that Matter showed that learners experienced very high knowledge and skill gains from the training NH provided.

11 Projected Impact Metrics that Matter quantified the impact the training had on the job of Flowers employees. A 7 to 1 benefit to cost ratio was predicted.

12 Actual Results Metrics that Matter quantified the actual results 2 months AFTER the training for an on-the-job analysis showing the ROI actually occurred.

13 Consultative Conversation Phase 2 Evaluation results excellent for 100% of what we do can we take it further? Used Business Analyst tool in MTM Quantifiable results - 15,000 hours saved in improved productivity ($276,000 per year) Intangible results Lower employee turnover, increased customer satisfaction due to the training particularly in remote locations Results validated the indicators

14 Results Flowers CLO, Neil Halloran The ROI was very helpful. We used that analysis and formatted it for other training we do because the model makes practical sense. The VP of HR saw this value now we both are presenting this to the CFO and President, thanks! New Horizons sales rep We definitely continue to improve our relationship with these kinds of services especially that we can demonstrate ROI.

15 Value Proposition Summary Marketing TONS of data to educate your local and international markets about your programs, track record for job impact and ROI Consultative Conversations you can engage your client in a dialogue about business results and job impact and link it to training up front then measure it afterward Improve Quality you have in depth information that show what works and what does not (course effectiveness, instructor performance etc) Customer Engagement by showing the quantifiable value of training investments, you have a framework for success for future engagements Vendor/Partner Engagement you can use the data to better manage vendor/partners engagements, which partner is best for which engagement

16 Tips for Clients and Vendors Ask your client how they define value Engage the client in identifying results tied to training up front Ask the client what the expectation is for proving the value of the learning investment Leverage data you have: Reference this data in all your materials Reinforce that you collect this data on all programs all the time Reinforce it is a process based on industry accepted measurement models Formally communicate your results to stakeholders Use this data to make better investments in programs and partner relationships

17 Contact Information For further information: Mark Tucker Director of Marketing (phone) For further information: Sara Chizzo Director, Enterprise Solutions (phone)