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TRAINING & DEVELOPMENT PERFORMANCE MEASUREMENT CONFERENCE
Conference held in Toronto on February 21, 22 & 23, 2005
Chairs: Jocelyn Bérard, Managing Director, Development Dimensions International, Inc.; Jan Varner, Director, Laurier Institute, Wilfred Laurier University; Kirk Brierley, National Training Manager, Elizabeth Arden (Canada) Inc.; Rod Oliveira, Business Development Manager - Canada, Thomson Prometric (A Division of the Thomson Corporation)
CD-ROM: Over 11 hours of video presentations
To purchase, please contact Federated Press.
TRAINING & DEVELOPMENT AND THE BOTTOM LINE
The evolution of call centre performance management benchmarking
Michelle Grantham, Executive Director – Service Delivery, Circles (a U.S. based outsourcer of concierge services)
- The benchmarking journey
- Benchmarking objectives and things to consider
- Critical success factors
- Pitfalls and challenges
"Critical success factors in performance management benchmarking are to align your goals, ensure necessary tools are available, recruit strong performers, support benchmarking goals, and to invest in leadership training."
Video: 39 minutes • Overheads
Closing the gap: how good is your organization at maximizing the skill set of each generation
Giselle Kovary, Managing Partner and Adwoa K. Buahene, Managing Partner, n-gen People Performance
- Defining the generations
- Similarities and difference – work styles, learning styles
- Measurement of L&D – knowledge transfer vs. engagement
- Link between engagement and productivity
- Measuring L&D from a generational perspective
"In measuring L&D from a generational perspective, we need to analyze participation data in L&D initiatives from a generational angle, for example, e-learning – who is using and more importantly completing. We also need to analyze data from engagement surveys on L&D from a generational perspective, and ensure that L&D initiatives are addressing the learning needs values and expectations of all four generations."
Video: 40 minutes • Overheads
Workplace assessment & credit review
Brian Pennington, Director, Corporate & Continuing Education, Humber Institute of Technology and Advanced Learning and Stephen M. Pronko, Project Manager, Campus Canada
- Prior learning assessment and recognition
- National credit review service
- EPortfolio/record of learning
"We're going to look at the back-end type of work that can be done post-training and ways of leveraging on/and off-the-job training of employees, and to use some of these services to shift your organization into more of a learning organization."
Video: 35 minutes • Overheads
"We practiced what we preach; and it worked": a realization architecture for leadership development training at DDI
Jocelyn Bérard, Managing Director, Development Dimensions International, Inc.
- Organizational and individual diagnostic
- Leadership competency model by value
- Measures of success and development solution
- Management support and commitment and participation in the LDP
"Ensure transfer of learning by building application objectives into performance management plans; having proactive support and follow-up by the manager on application by the learners; sharing in company's management meeting of application success stories and their impact; and utilizing OPAL, an online coach."
Video: 34 minutes • Overheads
ALIGNING T&D MEASUREMENT WITH YOUR CORPORATE STRATEGY
Improving the ROI to gain support for ongoing training interventions
Tom Flynn, Vice President, Client Services, Bates Project Management Inc. and Jean Letourneau, Management Executive, e-Zsigma, Inc.
- Definition of a training ROI project
- Training ROI WBS
- Input variables affecting ROI
- Generation of a Pareto diagram to identify variables impacting ROI
- Reviewing results
"Definition of a training ROI project: the corporate project purpose is that the training ROI project identify those variables which the organization should focus on in order to increase its ROI from training. The project assumption is that the organization will establish a method for continuous improvement for its training programs."
Video: 55 minutes • Overheads • Attachment
Building client commitment: creating organizational change through learning at ScotiaMcLeod
Linda White, Director of Training, Wealth Management, ScotiaMcLeod and Monica Collins, Director, Global Learning Office, Scotiabank
- A client commitment case study
- Links to business drivers
- Long-term evaluation strategy
- Key learnings
"The largest focus of action plans was on ‘fixing’ the infrastructure: delivering the right service to the right clients, service level agreements, reining investment processes, more use of team of experts."
Video: 29 minutes • Overheads
Hamilton's leadership roundtable: developing tomorrow's leaders today
Joe Xamin, Performance Consultant with Organizational Development & Client Services, Human Resources and Lesli Croft, Co-ordinator of Training & Development, City of Hamilton
- Leadership of roundtable program overview
- Purpose of evaluation and methods used
Areas of focus and outcome
"The Leadership Roundtable is a modular program designed to develop and enhance understanding of the practice of leadership among City of Hamilton employees."
Video: 31 minutes • Overheads
Case study: how the National Bank implemented the right T&D measurement system for its needs
Simon Bélair, Conseiller en Formation, National Bank of Canada
- Training and development at National Bank
- Measuring transfer of training: implications
- Approach to measure organizational impact
- Approach to measuring factors affecting training transfer
"Measuring changes in on-the-job behaviour entail key behaviours from the training content; information sources; methods used to measure training transfer; and data collecting design."
Video: 45 minutes • Overheads
Managing the millennium: best practices from Brampton's award-winning leadership training program
Lisa Richmond, Development and Education Specialist, City of Brampton and Jan Varner, Director, Laurier Institute, Wilfrid Laurier University
- Developing a visionary, proactive approach
- Creating buy in
- Program content examples
- Lessons learned
"Busy managers have little time available for development and so program must be targeted and practical. Realize that weaknesses should be worked around and build on strengths when coaching."
Video: 31 minutes • Overheads
MEASURING ROI AND THE IMPACT OF TRAINING
Case study: measuring roles, responsibilities and T&D effectiveness at SaskPower
Dave Braun, Supervisor, Training & Performance Support Standards, SaskPower Training & Development Centre
- Processes for procedure and training development
- Learning management integration
- Learning and performance support business model
S.O.P. and training process/governance
"When to use blended learning: gain from conversations; learn new rules that are cultural changes; and gain from shared learner experience."
Video: 42 minutes • Overheads
One year later: how Elizabeth Arden assessed the impact of an innovative T&D initiative
Kirk Brierley, National Training Manager, Elizabeth Arden (Canada) Inc.
- Needs assessment findings
- Executive summary of findings and recommendations
- The benefits of customer solution selling
- Measurement of goals
"Beauty consultant training and development is a key priority in achieving the vision of having “the best” beauty consultants in the industry. Our plans are the result of a needs assessment conducted in 2003 designed to prioritize training needs and curriculum."
Video: 48 minutes • Overheads
How to measure and sustain the impact of training beyond the classroom: making learning stick
Nathalie Doré, National Manager, Organisational Learning and Effectiveness, Benjamin Moore & Company Ltd.
- Building a case for supervisor involvement
- Learning transfer strategy tool
- Implementation tips
- Action plan
"Most "non-training" business people have no idea of the importance of their words and actions in supporting the performance of the workforce. Find a demonstration project that is highly visible and manageable in size, with stakeholders who have high stakes in success."
Video: 43 minutes • Overheads
Evaluating innovation-oriented training & development to sustain product leadership
Ty Shattuck, Vice President, Performance, Quality and Infrastructure, L3 Communications - Wescam
- Maturity model fundamentals
- Translating business strategy into executive development
- Leadership in the context of nascent innovation
- Finding and developing the leaders for innovation
- Monitoring performance
"There are two fundamental ways that products evolve over time: sustaining innovation and nascent innovation. Business objectives and requirements evolve as the product performance and adoption mature."
Video: 37 minutes • Overheads
METRICS & MEASUREMENT MODELS
Hands-on clinic: optimizing level 3 soft skills results
David J. Batchelor, Senior Vice President, Academic Affairs, CSI Global Education, Associate Faculty, Royal Roads University
- How transfer works
- Post-training transfer strategies
- The phased transfer strategies (PTS) model
- .Building your case study
"Level 3 Evaluation involves measuring post-training application (Kirkpatrick, 1972; Phillips, 1991).
Build your “transfer improvement plan”.
What combination of strategies is realistic for you to implement right now? What challenges will you face? How will you overcome them?"
Video: 94 minutes • Overheads
Applying new technology in computer-based assessments
Rod Oliveira, Business Development Manager - Canada, Thomson Prometric (A Division of the Thomson Corporation)
- Evaluating technology-based testing
- Discussing available delivery models
- Surveying current capabilities
- Exploring possible future developments
"I want to look at effectively three things: where we've been with respect to technology assessments, where we are today and make some predictions about where I think we'll be in the next decade or so."
Video: 40 minutes • Overheads
Learning analytics: new e-measurement tools to evaluate and maximize training's impact on the organization
Allan Bailey, CEO, Learning Designs Online Inc.
- Learning management systems
- Training analytics and training dashboards
- Data collection tools
- Learning levels scorecard
- Phillips ROI tool sets
"Training analytics is part of the trend to enterprise-wide HR technologies. The real value proposition is fact-based, data driven insight into the impact of your learning investments on business goals."
Video: 42 minutes • Overheads |