BỘ GIÁO DỤC VÀ ĐÀO TẠO

TRƯỜNG ĐẠI HỌC THƯƠNG MẠI

VIỆN HỢP TÁC QUỐC TẾ

HỌC PHẦN QUẢN TRỊ NHÂN LỰC

(HUMAN RESOURECES MANAGERMENT)

NHÓM 6
Discussion topic: Analysis the training and development in an
organization(Apple)

Leturer: Nguyễn Thị Tú Quyên

Leader : Phạm Gia Linh

Hà Nội, 2021
 Student’s full Implementation Execution Teacher
No Position Evaluate
name content level comment
Hoàng Diệu Recruitment to
1 Member Good 8/10
Linh training in Apple
Nguyễn Thùy
2 HRM in Apple Member Good 9/10
Linh
Build M. PowerPoint Very
3 Phạm Gia Linh Leader 9/10
Presentation good
Đinh Thị Ngọc
4 HRM in Apple Member Good 9/10
Loan
What are the training Not
5 Ngô Ngọc Long Member 7/10
and development? good
What are the training Not
6 Vũ Hải Long Member 7/10
and development? good
7 Vũ Bá Lực Build M.Word Secretary Good 8/10
Hà Thị Khánh Recruitment to
8 Member Good 8/10
Ly training in Apple
Trần Thị Hương Introduce about the
9 Member Good 8/10
Ly Apple
Roles of training and
10 Lê Tiến Mạnh Member Good 8/10
development in Apple
ASSESSMENT AND EVALUATION TABLE
I, Definition of traning and development
1, Definition
Training and development involves improving the effectiveness of organizations and the
individuals and teams within them. Training may be viewed as related to immediate
changes in organizational effectiveness via organized instruction, while development is
related to the progress of longer-term organizational and employee goals. While training
and development technically have differing definitions, the two are oftentimes used
interchangeably and/or together. Training and development has historically been a topic
within applied psychology but has within the last two decades become closely associated
with human resources management, talent management, human resources development,
instructional design, human factors, and knowledge management.
Training is a short-term reactive process meant for operatives and process while
development is designed continuous pro-active process meant for executives. In training
employees' aim is to develop additional skills and in development, it is to develop a total
personality.
Training – Acquisition of skills, behaviors, and abilities to perform currently work.
Training – improving the knowledge, skills and attitudes of employees for the short-term,
particular to a specific job or task
Development – Acquisition of skills, behaviors, and abilities to perform future work.
Development – preparing for future responsibilities, while increasing the capacity to
perform at a current job
Training and development programmes are designed according to the requirements of the
organisation, the type and skills of employees being trained, the end goals of the training
and the job profile of the employees. These programmes are generally classified into two
types: on the job programmes, and off the job programmes.
Training and development is one of the main functions of the human resource
management department. Training refers to a systematic setup where employees are
instructed and taught matters of technical knowledge related to their jobs. It focuses on
teaching employees how to use particular machines / software's or how to do specific
tasks to increase efficiency. Whereas, development refers to the overall holistic and
educational growth and maturity of people in managerial positions. Training and
development in human resource management is the foundation for getting the best out of
each and every employee.
2, T&D’s roles
-The reasons why training is absolutely essential for any business are
Lowers Attrition: Training is one of the best ways to value your employees. It shows
them that you are as invested in their well being and growth as they are in the your
growth as a company. Employees who are looked after will never want to look elsewhere.
Prepares for upcoming challenges: Training can be a pre-emptive step to train employees
for expected/unexpected changes in the industry. In times like ours when trends change
constantly under the influence of online evolution, keeping our teams prepared just
makes good sense.
Fosters Leadership: There is no better way to create future leaders than to train the best
bunch. This will also lead to a clear career path for employees preventing attrition and
dissatisfaction.
Growth of the company: Any company dedicated to training its workforce will only
prosper and move forward. The employees are a major part of a company's assets and
taking care of them will mean taking care of the organisation.
-The benefits of training and development are -

 Employee training and development increases job satisfaction and morale among
employees.

 Reduces employee turnover.

 Increases employee motivation.

 Increases efficiencies in processes, resulting in financial gain.

 Increases capacity to adopt new technologies and methods.

 Increases innovation in strategies and products.

Different training is given to employees at different levels. The following training
methods are used For the training of skilled workers and operators- Specific job training
programmes, Technical training at a training with live demos, Internship training,
Training via the process of rotation of job.
Training given to people in a supervisory or managerial capacity is – Lectures, Group
Discussions, Case studies, Role-playing, Conferences etc.
People in managerial programmes are given this type of training- Management Games to
develop decision making, Programmes to identify potential executives, Sensitivity
training to understand and influence employee behaviour, Simulation and role-playing,
Programmes for improving communication, human relations and managerial skills.
The examples of training and development could be that tax laws change often, and as a
result, an accountant must receive yearly professional training on new tax codes. Lawyers
need professional training as laws change. A personal fitness trainer will undergo yearly
certifications to stay up to date in new fitness and nutrition information. In a consulting
business, technical training might be used so the consultant knows how to use the system
to input the number of hours that should be charged to a client. In a restaurant, the server
needs to be trained on how to use the system to process orders.
II, Training and development in Apple
1, Apple company overview
a, History
Apple Inc. (NASDAQ: AAPL, LSE: ACP) is a US computer technology corporation
headquartered in Silicon Valley in San Francisco, California. Apple was founded on
April 1, 1976 by Steve Jobs, Steve Wozniak, and Ronald Wayne under the name Apple
Computer, Inc. , and renamed in early 2007. With revenue of 32.48 billion USD (2008),
and having 35,000 employees in many countries (as of Q1 2009), product is personal
computer, part software, hardware, music players and many other multimedia devices.
Key products: Mac (Pro, Mini, iMac, MacBook, Air, Pro - Xserve) iPhone, iPod (Shuffle,
Nano, Classic, Touch) Apple TV, Cinema Display, AirPort, Time Capsule Mac OS X
(Server - iPhone 6S), iLife, and iWork. Sales and service places are mainly the US,
Canada, Japan and the UK.
b, Main Apple Product Line
- ITunes is a music player that holds the user's library of music, and can also play and
copy music from CDs.
-IPad is a tablet developed by Apple Inc. Announced on January 27, 2010, this device
creates a new category between smartphones and laptops.
-IPod is a trademark of Apple's compressed music player. Includes: iPod shuffle and |
iPod nano Since its introduction on October 23, 2001, it has created a new trend and style
for young music enthusiasts, surpassing Sony's famous Walkman series before,
-IPhone is the mobile phone model of the US electronics company Apple Computer. Up
to now, it has only gone through 4 generations, there are not many models like its iPod
line, but it has achieved a lot of success.
In addition, Apple also has many other products such as: Laptop, Imac, Apple TV,
Cinema display airport, i.Life & i.work, Mobile me, Time Capsule Mac OS X. 2
c, The Apple Success Principle
- Principle 1: Do not follow the customer, lead them The design process at Apple is
different from other companies. Traditional design research relies heavily on
focus groups and customer feedback on current products. Apple does not place
much more emphasis on evidence than intuition, based on the theory that
customers cannot tell you what functionality they want a product to be without
envisioning it. Instead, they need to be presented with superior alternatives. Apple
has realized its ability to create revolutionary alternatives.
- Principle 2: Blending Design with Art Almost every company that tries to be like
Apple fails. It's often because of the key people in the creative process. High-tech
equipment made by engineers - and designed by themselves. However, engineers
often tend to design products in the direction of integration filled with many
functions and easily confusing. Apple has made it so successful because they
ensure that those who make the final decisions in the creative process follow a
philosophy of minimalism.
- Principle 3: Focus on the minority and sell to the majority. Rather than trying to
satisfy every taste or niche - laptop companies, for example, often have dozens of
models at a time - Apple just focuses on focus on a number of products in a single
category. With the advantage of time and budget, Apple tries its best to create the
perfect products as possible. Over time, this helped differentiate products and
build customer loyalty.
- Principle 4: Be the most severe critic. The ultimate ingredient that contributes to
Apple's success is its intangible energy source and the desire for perfection.
Without this factor, Apple would not have existed (It was almost like that during
the 90s before Jobs returned to create a new life). In the end, Apple has succeeded
by not only beating its competitors, but also striving to beat itself. Like
management expert Peter Drucker once said, "If you can make your own product,
service or process obsolete, you will prevent the competitor from doing it."
2, Human resoureces management policies of Apple
a. Education policies:
Apple salesman training policy After being recruited into the company "new recruits" of
Apple will be participating in a training course that takes place in a few days and weeks.
The next training sessions will learn about delicate communication skills with customers.
The minimum rule for Apple salespeople is to always ask for permission when wanting to
touch anyone's Iphone. The slogan during all training is “always enriching everyone's life
Not only are the salespeople in the Apple Store equipped with deep knowledge about
Apple products, but the salespeople in the Apple Store are also trained in what to say and
what not to tell customers.
If you hold an Iphone 4 to the Genius Bar and complain about the product being faulty,
chances are you will be greeted by an Apple technician with a very bright smile and very
sweet apologies. , comes with that promise to review this product. Even though those
products make real mistakes, the company's employees still have to treat them like gems,
until the board of directors makes an official announcement.
Employee training at Apple is so meticulous that an employee will be given "rule
handbooks" that state how to behave in each situation, from pleasant cases like an
unknown customer. How to use the product to deal with rogue guests who like to shout.
Salespeople at Apple Store have to go through a special training course with specially
designed Apple curriculum.
After this training, the new employees have to spend a few more weeks following the
heels of the "seniors", observing and learning work experience. And new hires are strictly
prohibited from having contact with customers during this period. Only when they are
really mature can they work officially. At the Apple Store you will not be able to see
"novice" employees coming to try jobs. The salespeople are well trained, but the
technicians working at Genius Bar are subjected to much heavier training.
After passing the interview round, through screening, Apple specialized in these
technicians into two categories: those who will be in charge of iDevices including
iPhone, iPod, iPad ... and those who will work with the machines. Mac OS running like
Macbook Pro, iMac, Mac Mini.
Training takes place at Apple facilities around the world. After the training course, if it
meets the requirements, the employee will be issued a certificate and regularly tested in
the process of working. Even these technicians have strict verbal control: They are
forbidden to say "Unfortunately I ..." when unable to deal with customer requests because
saying so is possible. cause negative effects. Instead have to say "So it is us ...".
Apple trains employees to always keep in mind a sales philosophy: it's not to sell, but to
help customers solve problems. It is the job of the Apple retailer to understand all of the
needs of the customer. Apple's service steps are acronym APPLE, including: Reaching
customers with a warm welcome (Approach), "Learn politely to understand all of your
customer needs. (Probe), "Offering a solution for users to take home today" (Present),
"Listening to and solving any problem or concern" (Listen) and finally, "End with
clipboard goodbye and invitation to return "(End). Apple also teaches employees how to
speak, Apple's control down to the minutiae: A pocket guide that teaches in-store
technicians to be precise, word by word they have to tell customers to "Listen for love":
"Listen and restrict your response just to reassure customers that you are listening to
them." Uh-huh "," I understand ", etc.".
b. Recruitment policies:
• Policies to attract good personnel
+ Apple attracts senior candidates by giving certain challenges during interviews. Often
they will present challenges that are more difficult than they are capable of and require
candidates to do well.
+ In HR interviews, Apple also lets candidates contact with its best people. This both
helps businesses to accurately identify new factors, and helps inspire jobs to candidates.
+ Attracting high-level personnel and personnel with corporate culture with friendly,
respectful and willing colleagues to help each other. In addition, a professional working
environment requires security, loyalty and high responsibility at work.
• Selection policy:
+ Apple does not too expect a perfect CV, what employers care about is the
achievements that the candidates achieved before. Candidates must have a love and
understanding about the company's products. Employers prioritize and can directly select
salespeople from the "fans" - candidates using Apple electronic devices such as phones,
computers, ipads, ... . This shows that its employees will have an infinite passion and
loyalty, at the same time knowledgeable about the products they sell and have the
potential to do better when introducing details to customers.
+ Only recruit good and really suitable people for each necessary vacancy because if you
choose a good person, they can bring in average or poor people.
• Form of interview: There are at least 2 rounds of interviews, Candidates will be asked
about leadership skills, problem solving, enthusiasm for Apple products, ... and questions
that require candidates to have. creativity, intelligence in how to answer, whether it is the
sales position or the specialist.
• New employee orientation policy: Apple screens people with qualities like "gracious"
and "self-leadership", not tech savvy ones because knowledge can be trained and qualities
need to be reversed. again.
• Probation policy / working attitude: Candidates are invited to a seminar at a large hotel.
If anyone is a few minutes late they will be disqualified. b. Remuneration and salary
policy
• Salary policy: Many positions at Apple pay well above the industry average. Examples
of the positions with the most salaries at Apple:
Numerical Department Wage
orde USD/year VNĐ/year
1 Software quality assurance engineer 87,651 1,823,140,800
2 Business analysis 87,768 1,825,574,400
3 Systems Engineer 94,119 1,957,675,200
4 Project management 94,652 1,968,761,600
5 Mechanical Engineer 99,900 2,077,920,000
6 Senior system engineer 101,794 2,117,315,200
7 Software engineer 103,883 2,160,766,400
8 Firmware Engineer 103,985 2,162,888,000
9 Inspection engineer 104,923 2,182,398,400
10 Hardware engineer 105,316 2,190,572,800
11
11 Database management 105,382 2,191,945,600
12 Product design engineer 116,019 2,413,195,200
13
13 Product Management 118,556 2,465,964,800
14
14 Senior hardware engineer 124,893 2,597,774,400
15 Senior software engineer 126,325 2,627,560,000
16 In charge of art 133,664 2,780,211,200

However, there are positions with very low wages. For example, the position of the
salesperson at the Apple Store only gets a salary of $ 10 / hour even though the
company's sales are higher, the chance of them getting a raise is still low. In many cases,
they are also downgraded or reduced salary due to unsatisfactory sales.
c. Remuneration policy:
- Get support for travel costs: Apple supports employees by renting a car to shuttle
employees from some areas around the Bay Area to the headquarters. In addition, other
employees are entitled to allowances when traveling by bus, subway or other means
- Apple product incentives: Apple employees will receive a discount of up to 25% when
buying an iPod, iPad or company computer. Every three years, employees get up to $ 250
more off if they buy an iPad or $ 500 for a Mac. The company's genuine software also
gets a 50% discount on employees, even their friends and relatives.
- Maternity leave policy: Apple allows pregnant women to take a break for 1 month
before giving birth and 14 weeks after giving birth. Male employees whose pregnant wife
is pregnant are entitled to 6 weeks off.
- Recreational activities: Snacks, snacks and beer are completely free. Apple also
regularly organizes parties "Beer Bash" to relieve stress for employees. In the party will
have the appearance of the top famous stars today. Stevie Wonder, Demi Lovato and
OneRepublic are the singers and groups that have been invited to perform at these parties.
- Health training for employees: Apple is willing to pay fees of up to 30 USD / year to
improve the health of employees. In addition, Apple launched yoga classes for women to
increase flexibility and relieve stress. - Leave: New employees are entitled to 12 days of
paid leave starting from the date of first salary. And especially, the number of days off
increases with the time that employees stick with Apple.
- Insurance: To be paid health insurance and have the opportunity to buy shares of Apple
Company. Some policies to attract good personnel Apple attracts senior candidates by
giving certain challenges in an interview. Often they will present challenges that are more
difficult than they are capable of and require candidates to do well.
- In HR interviews, Apple also lets candidates interact with its best people. This both
helps businesses to accurately identify new factors, and helps inspire jobs to candidates.
Attracting high-level and high-level personnel with corporate culture with friendly,
respectful and willing colleagues to help each other. In addition, a professional working
environment requires security, loyalty and high responsibility at work.
3, Recruitment to training of Apple
The standout point in Apple's HR management principles is to build a strong corporate
culture in which people give each other absolute respect regardless of ranks within the
company.
Apple has always given employees plenty of "space" of freedom to build and improve
products on their own. When an employee discovers a defect, an unsatisfactory point, a
technical error, that employee will be free to research, improve, repair and build the best
solution for the product. There is no need to go through many cumbersome stages of
applying for permission and procedures.
Thanks to this policy, employees in all positions are free to unleash their creativity. That
is the reason why Apple products are oriented long before launch, but most of the
outstanding achievements often come from the research results of individuals.
Apple has always fostered employee growth by constantly challenging them. The Apple
HR managers are truly talented in this task. Employees always accept tasks that are more
difficult than they are capable of, and they often do well in their assigned tasks. That's
why Apple employees are getting better every day.
At Apple, the deadlines are always the top priority. Apple does not accept inertia. All
factors that may affect progress must be anticipated and addressed from the outset. In
addition, HR managers must be strict in defining deadlines for job completion and, by all
means, ensure their employees complete work on time. This approach helps employees
maximize their resources and not be distracted in the working process.
Do not force employees to race fiercely according to competitors. Apple believes that
employees just need to fulfill their assigned tasks well, in accordance with the company's
own orientation and goals.
Apple has an excellent employee care mechanism. Understanding employees' minds and
aspirations is a huge challenge for many HR managers and this is what Apple has done
very well.
Apple has always directed employees to strike a balance between hard work and life
perfection. In addition, a great welfare policy including health benefits or exciting
vacations is something Apple employees always appreciate. Working conditions are a
very important factor affecting the quality of work.
Thanks to the factors of collective cohesion, work-sharing culture and responsibility
together, Apple has gone further and further and products bearing the Apple logo always
maintain the leading position in the technology world.
4, Training and development in Apple

 Apple has always driven employee growth by constantly challenging them. The
Apple HR directors are truly talented in this task. Employees always take on tasks
that are harder than they are capable of, and they often do well on their assigned
tasks. That's why Apple's employees are getting better every day. According to
HR management experts, businesses should learn to do this from Apple. That
means first understanding the capabilities and potentials of each employee, and
then giving them work harder than they thought they would be able to do. This
approach not only helps individuals develop themselves, but also enhances work
efficiency and optimizes the overall performance of the team.

 At Apple, the deadlines always come first. Apple does not accept delays. Human
resource managers must be strict in defining deadlines for job completion and by
all means, making sure their employees get the job done on time. This way helps
employees maximize resources and not be distracted in the working process.

 Do not force employees to race fiercely according to their opponents. HR

managers must orient their employees to focus more on specific product goals
instead of comparing with competitors to excel. Thanks to this way, Apple is
increasingly releasing many unique products and leading the trend, capable of
"shaking" the world.

 HR managers with a strategic vision will prioritize recruiting candidates who

already have an interest in the company's products. Enthusiasm has always been
seen as the key to success. Enthusiastic and dedicated employees will create real
quality products, different from the normal way of working with machines in
businesses.

 Apple has an excellent employee care mechanism. Understanding the employee's

mindset and aspirations is a huge challenge for many HR managers and this is
something Apple has done very well.

 Apple has always aimed its employees towards the balance between hard work
and perfecting their lives. In addition, a great welfare policy that includes health
benefits or enjoyable vacations is something Apple employees always value.
Working conditions are a very important factor affecting the quality of work. And
choosing a human resources manager who can grasp, understand and solve the
problem is a very difficult thing.
  Successfully building a proud culture and working environment has been difficult,
maintaining those factors and retaining talent is even more difficult. That is the
great success of Apple, helping this big man increasingly consolidate its leading
position in the technology world. According to human resource management
experts, the possession of talented and loyal human resources is always a big
challenge for every business. And by addressing that challenge, every business can
be as successful as Apple is today. The path to success is also indispensable in the
footprint of talented and dedicated HR managers such as Steve Jobs or Tim Cook.

Methods of Training
There are various methods of training, which can be divided in to cognitive and
behavioral methods. Trainers need to understand the pros and cons of each method, also
its impact on trainees keeping their background and skills in mind before giving training.
Cognitive methods are more of giving theoretical training to the trainees. The various
methods under Cognitive approach provide the rules for how to do something, written or
verbal information, demonstrate relationships among concepts, etc. These methods are
associated with changes in knowledge and attitude by stimulating learning.
The various methods that come under Cognitive approach are: It is one of the oldest
methods of training. This method is used to create understanding of a topic or to
influence behavior, attitudes through lecture. A lecture can be in printed or oral form.
Lecture is telling someone about something. Lecture is given to enhance the knowledge
of listener or to give him the theoretical aspect of a topic. Training is basically incomplete
without lecture. When the trainer begins the training session by telling the aim, goal,
agenda, processes, or methods that will be used in training that means the trainer is using
the lecture method. It is difficult to imagine training without lecture format. There are
some variations in Lecture method. The variation here means that some forms of lectures
are interactive while some are not.
Straight Lecture: Straight lecture method consists of presenting information, which the
trainee attempts to absorb. In this method, the trainer speaks to a group about a topic.
However, it does not involve any kind of interaction between the trainer and the trainees.
A lecture may also take the form of printed text, such as books, notes, etc. The difference
between the straight lecture and the printed material is the trainer’s intonation, control of
speed, body language, and visual image of the trainer. The trainer in case of straight
lecture can decide to vary from the training script, based on the signals from the trainees,
whereas same material in print is restricted to what is printed. A good lecture consists of
introduction of the topic, purpose of the lecture, and priorities and preferences of the
order in which the topic will be covered.
Main Features of Lecture Method-Some of the main features of lecture method
are:
• Inability to identify and correct misunderstandings
• Less expensive
• Can be reached large number of people at once
• Knowledge building exercise
• Less effective because lectures require long periods of trainee inactivity
Demonstration Training Method
This method is a visual display of how something works or how to do
something. As an example, trainer shows the trainees how to perform or how
to do the tasks of the job. In order to be more effective, demonstration
method should be should be accompanied by the discussion or lecture
method. To carry out an effective demonstration, a trainer first prepares the
lesson plan by breaking the task to be performed into smaller modules, easily
learned parts. Then, the trainer sequentially organizes those modules and
prepares an explanation for why that part is required. While performing the
demonstration, trainer:

Demonstrates the task by describing how to do, while doing

 Helps the focusing their attention on critical aspects of the task
 Tells the trainees what you will be doing so they understand what you
will be showing them
 Explains why it should be carried out in that way
The difference between the lecture method and the demonstration method is the level of
involvement of the trainee. In the lecture method, the more the trainee is involved.
The financial costs that occur in the demonstration method are as follows:
• Cost of training facility for the program
• Cost of materials that facilitate training
• Food, travel, lodging for the trainees and the trainers
• Compensation of time spent in training to trainers and trainees
• Cost related to creating content, material
• Cost related to the organization of the training
After completing the demonstration the trainer provide feedback, both positive and or
negative, give the trainee the opportunity to do the task and describe what he is doing and
why.

Discussion Training Method

This method uses a lecturer to provide the learners with context that is supported,
elaborated, explains, or expanded on through interactions both among the trainees and
between the trainer and the trainees. The interaction and the communication between
these two make it much more effective and powerful than the lecture method. If the
Discussion method is used with proper sequence i.e. lectures, followed by discussion and
questioning, can achieve higher level knowledge objectives, such as problem solving and
principle learning.
 The Discussion method consists a two-way flow of communication i.e. knowledge
inthe form of lecture is communicated to trainees, and then understanding is
conveyed back by trainees to trainer.
 Understanding is conveyed in the form of verbal and non-verbal feedback that
enables the trainer to determine whether the material is understood. If yes, then
definitely it would help out the trainees to implement it at their workplaces and if
not, the trainer may need to spend more time on that particular area by presenting
the information again in a different manner.
 Questioning can be done by both ways i.e. the trainees and the trainer. When the
trainees ask questions, they explain their thinking about the content of the lecture.
A trainer who asks questions stimulates thinking about the content of the lecture.
Asking and responding questions are beneficial to trainees because it enhance
understanding and keep the trainees focused on the content. Besides that,
discussions, and interactions allow the trainee to be actively engaged in the
material of the trainer. This activity helps in improving recall.
Training and Development Program Evaluation
Determinants of a Successful Training and Development Program
Effective training and development programs are an essential component of a learning
environment that can improve the Apple Inc.’s ability to attract and retain employees
with the skills and competencies needed to achieve results for the benefit of the company
. Training and developing new and current staff to fill up new roles and work in
dissimilar ways will be a decisive part in the endeavors of the company to meet its
transformation challenges. Ways that employees learn and achieve results will also
continue to transform how Apple Inc. do businessand engage or force the employees in
further innovation and improvements in line with its objectives.
Specific Outcomes Expected from the Training and Development Program
Effectively implementing this program would generally empower employees and
improve their performance. These are the basic outcomes that can be expected though it
is very hard to set or find clearly identifiable information on how training and
development efforts contributed to improved performance, reduced costs, or a greater
capacity to meet new and emerging transformation challenges. The conduct of
evaluations of training and development programs is often discussed in terms of levels.
One usually established model consists of five levels of assessment that gauge
(1) participant reaction to the training program,
(2) changes in employee skills, knowledge, or abilities,
(3) changes in on-the-job behaviors,
(4) the impact of the training on program or organizational results, and
(5) a return on investment.