Excellence At Work Podcast Episode 248

The Impact Of Measurement Of Learning For The Extended Enterprises

 

In this episode of the Excellence at Work podcast, Rachel Cook, COO of Brandon Hall Group, interviews David Proegler, Senior Managing Principal at Latitude Learning, about the significance of measuring training in extended enterprise training programs. They explore the gaps in current practices, the importance of aligning training with business objectives, and actionable strategies to drive measurable impact.

Key Takeaways
Understanding Extended Enterprise Training
  • Definition: Extended enterprise training targets external groups like customers, channel partners, resellers, and franchises. It is critical for organizations that depend on external networks to sell, service, and support their products.
  • Scope: Two-thirds of organizations currently provide training to at least one external group, emphasizing its importance in business operations.
Challenges in Measuring Training Effectiveness
  • Limited Measurement:
    • 23% of organizations do not measure training outcomes.
    • Common metrics like learner surveys, course completions, and satisfaction scores fail to assess business impact effectively.
  • Disconnect: Most organizations do not align training programs with key performance indicators (KPIs) or performance data, reducing the relevance and impact of their efforts.
Aligning Training with KPIs
  • Benefits:
    • Directly ties training to business performance metrics like sales, warranty costs, or fixed-first-visit (FFV) rates.
    • Elevates the learning and development (L&D) team from a cost center to a strategic partner.
  • Steps to Alignment:
    1. Identify the KPIs and drivers that matter most to the business.
    2. Align training programs with these KPIs.
    3. Integrate metrics into training delivery and evaluation.
Leveraging Data for Impact
  • Data Integration:
    • Most organizations already collect relevant data but struggle to integrate it with training initiatives.
    • Marrying performance metrics with training ensures continuous improvement and measurable outcomes.
  • Scalability:
    • Start small, focusing on one area of improvement (e.g., increasing FFV rates), and expand as success builds.
    • Avoid “analysis paralysis” by prioritizing actionable data and avoiding unnecessary complexity.
Continuous and Dynamic Measurement
  • Ongoing Conversations:
    • Aligning training with KPIs should be revisited regularly to adapt to changing organizational goals and market conditions.
    • Frequent updates to metrics ensure training remains relevant and impactful.
  • Real-Time Feedback:
    • Daily visibility into KPI performance (e.g., FFV rates) keeps trainees and managers informed and engaged.
    • Long-term alignment can occur on an annual or semi-annual basis.
Advice for Extended Enterprise Training
  1. Start Small: Focus on one KPI or business area and build from there.
  2. Align Early: Engage L&D in strategic discussions from the start to ensure alignment with business goals.
  3. Leverage Existing Data: Use data the organization already collects to design and evaluate training.
  4. Be Dynamic: Adapt training programs and metrics as business needs evolve.

By aligning training initiatives with business objectives and measuring outcomes effectively, organizations can drive tangible improvements in their extended enterprise networks. This approach positions L&D teams as critical partners in achieving organizational success.