Monthly Archives: June 2019

Jun
4
  • The 2 Things Customers Really Want

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    First is to be treated well. Second is to get the expected result. To help explain these two things, the following scenario will help: Yetunde wants to withdraw money over the counter from her bank account. We might consider the service to have the following stages, in order: Arrival at the bank Reception at the revolving security door Waiting to withdraw Interaction with the cashier while withdrawing Cash collected Departure She had gone to the bank and withdrawn money. Here […]

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Jun
4
  • How to evaluate the business impact of training programs

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    Training is aimed at improving individual and group performances and in turn influencing the overall performance of your business. Hence it is important to evaluate the impact of training programs and ensure that your employees can demonstrate a positive impact of the training through improved productivity. Some of the ways of doing this evaluation¬†are post-training quizzes, one-to-one discussions, employee surveys, participant case studies, and official certification exams. However, there is a proven methodology – The Kirkpatrick Evaluation Model. Pioneered by […]

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