Download - Reporting Talent Development Metrics to Executives

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Reporting Talent Development

Metrics to Executives

Speaker: Jeffrey Berk

Chief Operating Officer

KnowledgeAdvisors Inc.

Moderator Daniel Margolis

Managing Editor

Chief Learning Officer magazine

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Daniel Margolis

Managing Editor

Chief Learning Officer magazine



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Jeffrey Berk


KnowledgeAdvisors Inc.



Reporting Talent Development Metrics to Executives

Jeffrey Berk


Agenda

February 7, 2012 8 © 2011, KnowledgeAdvisors

Review elements that comprise balanced executive

reporting metrics

Discuss core attributes on a learning leader report

Present key components of a business manager report for

learning

Offer practical yet credible examples to link learning to

business impact

About KnowledgeAdvisors


KnowledgeAdvisors will improve learning effectiveness within your

organization.

For organizations that utilize learning

and development to drive business

outcomes

KnowledgeAdvisors offers a learning

measurement solution …

That improves the effectiveness and

business impact of learning.

About KnowledgeAdvisors


Sample Customers


Key Metrics


Reporting What’s Important Outcome Metrics - Business Outcomes

Employee Contribution Margin

Productivity

Employee Retention

Employee Engagement

Profitability

Effectiveness Metrics – Program Performance

Delivery Quality

Knowledge Gain

Application to Job

Business Alignment

Value

Efficiency Metrics – Cost and Activity

# of Participants

% of Employees Trained

Total L&D Investment

L&D Investment per Participant

Courses Utilized

Classes Conducted

Instructors Utilized

Locations Used


Strategic, Visible, Costly Programs

February 7, 2012 14

© 2009 KnowledgeAdvisors

Leadership Development

•Leader Retention

•Employee Engagement

•Employee Retention

•Leader Performance Ratings

•Leader Fiscal Management

Onboarding Program

•Time to Performance

•Performance Rating

•Employee Engagement

•Participant Confidence

•Competency Level

Sales Training

•Growth Rate

•Profit Margin

•Win Rate

•Time to Close

•Deal Size

Leadership

Training`

Q1 2010 Q2 2010 Q3 2010 Q4 2010 Q1 2011

Effectiveness

Rating

76% 80% 77% 75% 76%

Efficiency Rating 79% 78% 76% 78% 79%

Business

Outcome Rating

74% 74% 70% 70% 71%

Talent Development Reporting Principles

Executive initiative

championed by

KnowledgeAdvisors and

supported by leading

organizations

Standard framework to

measure learning: efficiency,

effectiveness and outcome

measures

Common terminology and

metrics

Inspired by GAAP http://www.knowledgeadvisors.com/tdrp

Page: 15 © 2011 KnowledgeAdvisors

Talent Development Reporting Process


Business Outcomes – Organizational goals

– L&D’s impact on those goals

Effectiveness – Levels 1-5, timeliness

Efficiency – Costs

– Volume (participants, programs, classes, hours)

– Ratios

– Utilization rates

– Program and vendor management

Talent Development Reporting Principles

7-Feb-12 Page: 17 © 2011 KnowledgeAdvisors

Learning Executive

Reports

Business Executive

Summary Report

Business

Outcomes

Statement

Learning

Effectiveness

Statement

Learning

Efficiency

Statement

Executive

Reports

Statements

Data

Sources Learning

Management

System

Other Sources

(e.g HRIS, ERP,

CRM)

Financial Data Evaluation

System

Extract, convert and calculate

Standard Measures

L&D Summary

Report

L&D Program

Report

L&D Operational

Report

Business

Outcomes Efficiency Effectiveness Data Sets

Gu

idin

g P

rinc

iple

s


Dashboards, Scorecards, Statements

L&D Summary Report


L&D Executive Report


Narrative

Text and Charts

Multiple Views

Audience

L&D Executives

L&D Management

Discuss it

90 minutes

Quarterly meeting

Business Executive Report


Narrative

Text and Charts

Multiple Views

Audience

Business Executives

Line Management

Discuss it

90 minutes

Quarterly meeting

Dashboard Case Study


Background: Commercial

insurance company

Business Issue: Visual, concise

place for learning metrics

Analytics Solution: Leveraged

dashboards to build custom, robust

solution

Analytics Results: Real-time

access to impact, cost, cycle-time,

satisfaction, quality and volume

dashboards.

Executive Tab


Quality Tab


What we learn

Ensure performance is consistent over time and compare most recent quarter’s performance to the norm

Overall survey scores, quarterly fluctuation, scores by curriculum area

Instructor ratings, identify areas to improve

Overall instructor & course scores against benchmarks

Top/bottom rated courses based on courseware scores and associated comments

Volume Tab


What we learn

Total hours delivered,

number of completions

Breakout of volume by

business / function and

learning method

(eLearning, Instructor Led)

Trends in volume over time

Compare trends in volume

by usage rates / trends of

licensed course libraries,

curriculum areas (are we

buying more than we need?

Are we maximizing our

investment?)

Six Approaches to Align Learning to Impact


Smart Sheets

Human Capital Approach

Advanced Business Results Evaluation

Business Impact Templates

Actual Results Correlations

Typically

employs

surveys

Requires actual results

data and advanced

analysis techniques

Causal

Modeling

Complex

Simple

Low

Investment

High

Investment Once you determine

Business Impact what

analysis is appropriate,

select a method:

Smile Sheet to Smart Sheet


Smart Sheet in Practice


Review programs

that aren’t providing

impact to the

business

“We need our measurement tools

and process now more than ever; if

we don’t have access to this data,

how will we be able to make

intelligent decisions on what to cut?”

- KnowledgeAdvisors Client

Business Results Evaluation Approach


Business Impact Template in Practice


Background: Large CPG based in

Canada, sales training

Business Issue: Visible sales

program, requested to link between

it and sales results

Analytics Solution: Used process

to evaluate sales change and

impact training had on sales

Analytics Results: 7% increase in

sales, 20% of the increase was due

to training, this was a $74,000

increase per sales person when the

training was $5000 per person

Actual Results Correlations


This is a method where actual results can be input or imported at an

aggregate, periodic frequency. It is then correlated in time periods

against training evaluation data for impact indicators.

The example below is from sales data and sale training.


Measurement Success Stories

Executive Program for Government Entity:

An executive leadership program generated more

than double the impact of typical leadership programs

equating to nearly 70% on-the-job application and a 2

to 1 benefit to cost ratio.

Strategic Sales Training

A strategic sales training program generated $74,000

in increased sales per sales person for a $5,000 per

person investment. This data was the catalyst that

convinced management to expand the program to

other sales territories.

Front-Line Staff New Hire Program

An on-boarding program for front-line staff brought

an additional 15,000 hours of increased productivity to

the business as a result of the increased speed to

competency. This analysis helped save a new hire

program that was questioned by management.

Business Relevant Additional Examples


Simple Survey

Asked high performers to rate their high

impact factors

92% effective supply chain

89% informal learning tools

73% formal learning programs

32% technology

14% compensation

Clearly learning contributes to high

performance

Source: Dr. John Sullivan, Presentation at Analytics Symposium



Basic Correlation

Correlate customer service scores with use of

learning tools and programs

Identified high training use CSR (customer

service reps) based on tools used, programs

completed and grouped into high and low use

Compared CSR customer satisfaction score

with learning use

Results: Top 10% customer satisfaction were

also in the high learning group, bottom 10%

were in the low learning group.




Before vs. After

Hypothesis was that a learning support

tool could improve innovation

Before the learning tool, 15% of

employees contributed innovation ideas

After the learning tool, 24% of employees

contributed innovation ideas

Its easy to see the ‘After’ contribution




Control Group (side by side)

Determine if learning projects influenced

employee retention

Employees with no learning projects

averaged a turnover rate of 21%

Employees with 2 or more learning

projects averaged a turnover rate of 2%

Clearly the control group vs. learning

group shows a difference




Take it in, Take it out

Sales team use of social media learning

tool to see impact on sales results

Tool put In, sales went up 34%

Tool taken Out, sales went down 29%

Essentially, without the tool sales returned

to where they were originally. Clearly the

tool made a difference


Measurement Sustainability

February 7, 2012 38 © 2011, KnowledgeAdvisors 2/7/2012 © 2010 KnowledgeAdvisors

Processes

Standards, Tools

Technology

Data Utilization

• Established and consistent

processes, technologies and

communications for

measurement

• Broad base of skills in

analytics and

measurement and strong

capabilities in end-to-end

measurement methods

• Standardization for a consistent

and single point of analytics with

integration to and from feeder

systems

• Roles and accountabilities for

metrics are defined with

consistent expectations on

what should be measured.

• Strong desire to use the data for

decision making

• Maturity in how data is reported

and used to improve end to end

talent processes

• Strong leadership for driving measurement

with governance to support it.

• Standards have been created for data collection

• Data integrity exists

• Culture supports and drives

need for standards and

common talent development

processes and measurement

3

5

8

1

2

3

4

6

7

Processes

Standards, Tools

Technology

Data Utilization

Skills / Behaviors

Leadership

Roles

1

2

3

4

5

6

7

Contact Information For further information on the information contact:

Jeffrey Berk


+1 312 676-4411

[email protected]

www.knowledgeadvisors.com

Events:

Analytics Symposium March 5-7 New Orleans (Executive Reporting)

http://www.knowledgeadvisors.com/events/symposium/

Learning Analytics 2 Day Workshop April 25-26 Chicago

http://www.knowledgeadvisors.com/events/workshops/learning-analytics-2-day-

workshop/

mailto:[email protected]

http://www.knowledgeadvisors.com/events/symposium/

http://www.knowledgeadvisors.com/events/workshops/learning-analytics-2-day-workshop/









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