Training Metrics to Serve All Communities

Members’ Input

EMEA Education Services

Kate Lipmann

Juniper

March 2012

What do you measure? 1

Metrics that matter..... Business metrics • Bookings / backlog • Revenue • Forecast /pipeline • Costs • Margin • Certification • Attach rate • Marketing: website visits, eshot • Partners: no. student kits

Operational metrics • No. classes • Class type (public, ILO, ILT, private elearning) • Class cancellations • Avg Fill rates • Revenue per class • Instructor quality • Instructor utilisation • Classroom utilisation

Customer Satisfaction • Course content • Labs • Instructor • Registration process etc • Equipment • Environment • Student type (partner, customer, internal)

Metrics That Matter – but don’t get measured

Curriculum Development : Shelf-life Investment cost vs ROI

Pricing : VSOE Relative Allocation

Metrics that Matter – that are difficult to measure

Linking learning measurement to financial results and business outcomes

• Identify what specific business results want to measure. • Have a training Project Plan

Possible measurements :

• Productivity • Avoiding waste / unproductivity ! • Quality

How to measure : Turn the Happy Sheet to a Smart Sheet :

• Ask predictive job impact and business results questions Follow up survey after 90 days:

• Ask actual results.

Metrics that matter – that are difficult to measure

CA Education Metrics – Rob Taal

9 CEdMA Workshop 13/03/2012 CA Education Metrics

• ENCV = Bookings / Backlog • Revenue – Recognised after delivery • Margin Costs – COSE COSI

• Customer Sat = • ESM Follow-up • Utilisation – Instructor Classroom • Fill Rates • Cancellation Rates • Delivery Mix

• Delivery Type • Product Mix

Financial

Delivery

We are…..

•Broadcast industry

•Small (by CEdMA standards)

•Global

•AcadeME + 1 contract trainer

•Cost recovery

•We train Customers ($) Staff Partners

Measures

Quality

Quantity

Quids

Quality measures

• Happy sheets

• Post course audit

• Product manager reviews

• Time to market

Quantity measures

• Number of internal

• Number of partner

• New modules release

– NCT modules

Quid measures

• Regional revenue split

• Product line split

• Discounts

• Bottom line (costs covered)

Router C&M Automation

Conversion Modular Switcher

Censored

IBM Metrics – Alastair Jeffery ● Mission

● Increase skills in the marketplace – Not measured, but tracked locally/internally

● Weekly

● Revenue : “Solid” and Forecast

● Monthly

● Gross Profit

● Average delegates per class

● Customer sat

● Reseller revenue (formal reviews with key Resellers quarterly)

● “Soft”

● Attach rate – services sellers who sell training; trend of 'Q minus 2' license sales vs training sales

HP Metrics – Denis Spiller

• Business Fundamentals Table (BFT) • TrackingTool

• Traffic Light indicators

• Orders, Revenue, Margin, Attach, Quality

• By portfolio

• Dashboard

• Forecasting Tool

• Resource Utilisation

• Kit, Trainers, Rooms