hello everybody,
myself Megha Wadhwa. i am working with a Training consultancy where
we do training programs for our clients. for example, we are working
with this big client which is a telecom sector. we have trained all
the call center executives on a program where are main purpose was to
release internal creativity, energize and motivate employees and also
to create a common understanding of customer centricity and develop
initiatives and action plans. it is a crossb departmental and
functional workshops on customer centric beagviors and attitude.in
other words its a big OD initiative.
now my concern is that we don't have formalized measurement procdure
except the measurement on LEVEL 1 i.e the reactions. can you help me
that if at this stage when the programs have already been conducted.
i would like to do an ROI analysis for this initiative.for this i was
plaaning to identify some parameters where i can ask the 30% of the
participants what % of change have they felt after attending the
program for the parameters defined.
it will be very nice of you if you could guide me how to go about;
what kind of parameters to identify and is there any other way i can
do the ROI
Since i am very new in this field it will be very nice of you people
if you could guide me.
myself Megha Wadhwa. i am working with a Training consultancy where
we do training programs for our clients. for example, we are working
with this big client which is a telecom sector. we have trained all
the call center executives on a program where are main purpose was to
release internal creativity, energize and motivate employees and also
to create a common understanding of customer centricity and develop
initiatives and action plans. it is a crossb departmental and
functional workshops on customer centric beagviors and attitude.in
other words its a big OD initiative.
now my concern is that we don't have formalized measurement procdure
except the measurement on LEVEL 1 i.e the reactions. can you help me
that if at this stage when the programs have already been conducted.
i would like to do an ROI analysis for this initiative.for this i was
plaaning to identify some parameters where i can ask the 30% of the
participants what % of change have they felt after attending the
program for the parameters defined.
it will be very nice of you if you could guide me how to go about;
what kind of parameters to identify and is there any other way i can
do the ROI
Since i am very new in this field it will be very nice of you people
if you could guide me.