Talking Point

With the burgeoning growth in the e-training sector, more debates on its manageability will come into the fore. As the sector mostly operates on ‘e’ touch-n-feel between the trainer and the participants the debates will be more pronounced on the line of deliverables and returns.
While the 3Cs, Content-Connectivity-Collaboration will remain the essential ingredients for the discipline to succeed, a lot will depend on how the doctrine of ROI is practised in measuring the returns.

This piece is about the practice of ROI (Return on Investment) doctrine in  e-training. With the changing business priorities, the four level classical yardstick of ‘reaction-learning-behavioural change-business results’ may not linearly hold true in all cases.

The fit-to-all approach has to change.

And, as organizations are now investing more in training to gain competitive advantage, it is important to have the line of action set correct in this respect.

This implies, on a periodic basis, corporate prudence to figure out the operative exigencies and as necessary recalibrate the ROI metrics.

• Is business result the only valid evidence for the training ROI measurement?
• Does the training requirement relate to the long vs. short terms objectives or top vs. bottom line goals of the firm?
• Who are the primary stake holders in the exercise – HR, SBUs, Corporate office?

These are some of the input that will help getting the context in focus and in refreshing the process. In all these, it is important to have an open mind to spruce up our line of thinking.

The rigor of refreshing: It’s true that apart from the context analysis, a fair amount of ground work is necessary to get the foundation process right. Simply put the knowledge to know the work charter – the starting point, the desired finishing line and the route map with the pit stops for the checks & balances.

• The starting point - the identification of the training needs is the essential first step. A correct assessment of needs helps to define the desired results of training more clearly. This also facilitates forming the framework for designing a cost effective training development programme.

• The finishing line – the needs identified should specify the type of results desired by objective(s). To avoid any kind of vagueness, an ‘outcome based’ predicted value, out of training should be pre set – ideally, norms to capture time bound, measurable / extrapolateble changes to business metrics resulting from training investments.

• The route map – the ‘needs-objective’ link should provide guidance for the choice of solution. It is critical to see that the implementation of the solution lead to intermediate and ultimately the desired milestones within the permissible limits or otherwise duly mitigated in between. To ensure normative compliance, evaluation and measurement should be part of the ongoing implementation process on during-and-after the training basis.

In modeling for measurement: In assessing the outcome of the training exercise, let’s bear in mind – a dynamic business situation  calls for shifts in priorities and process adaptability, the ROI perspective depends on where you stand in the functional hierarchy, the investment vs. cost  to account for training expenditure is an issue on debate.

For e-training, initiatives, which are futuristic and on a longer gestation in yielding returns, it is of significant importance to fulfill the pre–requisite of homework and in ensuring the signoffs on the expected outcome from all the flag bearers.

A set of customized pre-set milestones, can then be assessed at intervals to track progress, mend, acted upon basis the feedback. Of importance is to do periodic track and not just only at the end and document the feedback as critical input of training performance.

The points to ponder: In suggesting a heads up on the subject, the points to note:

•  If you don’t know where you are going, you’ll be nowhere
• It’s so important to know what to do when one wishes earnestly to do right
• Prudence pays

Let’s have our line of action aligned to the correct perspective.

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