Training Evaluation Plan

Brief Background of the Company

Its an Accounting Firm Manpower - 50-60 employees Average Age of employee is 40-50 Employee dispersed across the county Existing mode of communication : Phone and e-mail

Background Cont
Problem Areas: Slow / ineffective Communication Customer complaints have increased in the past due to delay in response time by the employees. Management Objectives: To introduce IM ( Instant Message) usage for quick internal communication. Company has a licensed software for IM tool.

TRAINING EVALUATION PLAN

Evaluation Level
Level 1 Reaction

Objectives

Evaluation Methods
Evaluation Form

When

Responsible

Positive Feedback (content, trainer, environment) Suggestions for improvement To Download, set- up and use IM Effective usage of IM (confidence, active, appropriate use)

End of training

Trainer

Level 2 Learning Activity Demo (hands-on) During and after the training Within 30 days of training Month 2 after conducting the training Trainer Participants

Level 3 Behavior

Random observation Interview with the Manager Employee Survey

Trainer Manager Trainer

TRAINING EVALUATION PLAN Cont

Evaluation Level
Level 4 Impact / ROI

Objectives

Evaluation Methods
IT Logs One on one with Upper Management. Compare previous 6 months Customer Complaints Logs with post training logs.

When

Responsible

100% IM usage within first 3 months Improved internal communication. Reduce customer complaints by 5% with respect to delayed response time in 6 months

3 months 3 months 6 months

IT Upper mgmt. Customer Support