3 Responses

1. balanced scorecard?
   Judith
   You have said “within the T&D department” so please excuse a couple of these ideas being more holistic…
   a) Customer Satisfaction Index-a rolling “survey” of the T&D department’s customers
   b) Number of people/days/hours/subjects trained
   c) %age of trainer time spent in delivery of training
   d) comparison of cost of T&D function against use of external resource (hopefully indicating better VFM)
   e) Other effect on bottom line- sales increases after training, external customer focus improvement after training (where this can be attributed)
   f) reduction in costs of T&D department (related to improvement or no change in service)
   Hope that helps
   Rus

2. Try benchmarking?
   Hi Judith,

   You may want to look at benchmarking as a tool for performance management. We have recently used some of the free benchmarking tools provided by APQC, a non-profit research organisation (they have a link from their home page: http://www.apqc.org). The report we got was really valueable in highlighting which areas to focus on.
   Good luck!
   Monika

3. Don’t forget changed behaviour
   For managers who have to support a T&D department it is important to show results. So don’t forget participants list of “things I will do differently today and long term”. Follow up later and check. I have used this in the past as an external training proider and it can be impressive.