Measuring Accountability - Newsletter from 2007

Establishing appropriate accountability with training programs can dramatically improve value perceptions, and clearly demonstrate Return-On-Investment.  Training programs implementing accountability systems, where previously non-existent, can easily show eye-popping Return-On-Investment results. Having the right attitude, upper-level management needs to recognize the relationship of training to their organization, and the nature of training as a service to their business.  Of course, how this all applies to a learning management system, such as FlexTraining, is easier to see once accountability is clearly established.

Consider the Big Picture

Real accountability in training acknowledges three stakeholders besides the trainer: executive management, line management (operations, marketing, customer service, sales, human resources, etc...), and the trainee.  Sometimes it is easier to view these individual stakeholders as consumers of training services.  Though it is perhaps just as important to view them as consumers,  the term stakeholders is being used here to communicate the greater responsibility of each, as participating team members.  These parties are each partially responsible for training Return-On-Investment.  The level of financial return from a training program is often directly tied to the underlying attitude, and participation of all these stakeholders. 

Executive Stakeholders

First, is executive level management 100% committed to a team-centric training approach, and do they realize their attitude and participation must be the model for others to follow?  Risk management, compliance, and ethics are leadership issues to which executive level management is usually held accountable.  Proactive solutions for managing these issues usually evolve around verifiable and auditable training/communication activities.  Additionally, accountability of line management requires dotted-line responsibility motivation from executive management to insure managers actively maximize the training investment.

Line-Management Stakeholders

Let's face it, line managers are in the trenches on a day to day basis with ever increasing pressures to improve productivity and quality, while lowering costs at the same time.  They are the experts at understanding the myriad of processes involved with their corner of the organization.  Line management should always be looking for improvements, especially those which they have resources to apply, namely training/communication resources.  Individual line managers should be collaborating with training resources, and conducting their own Return-On-Investment scenarios.  Many organizations inaccurately consider trainers or the training department as the experts in all things. 

Trainee Stakeholders

Trainees are active stakeholders by the fact that almost 100% of the training output effort is targeted at them.  Gathering consistent feedback from this group can be easily automated, and invaluable for continuous improvement of the training/communication processes.  Easily customized and automated surveys allow the organization to draw upon the collective energy and knowledge-bank of the entire company.  Automated generation of completion certificates, combined with easily established training and development paths has a significant impact of morale, motivation, and turn-over.

Active Planning

Seek the cooperation of your management stakeholders to help identify where they need training to improve their departments performance.  Brainstorming and discussing these needs first hand, and in person can help identify and quantify opportunities.  Seek quantifiable solutions where the impact can be measured and articulated in terms of increased revenue, or decrease costs.  Have the managers provide documented analysis to support additional training, or training process changes.  They know this part the best, and documenting Return-On-Investment is crucial to well planned training program investments.  Sharing accountability with training/communication and development efforts can produce positive and dramatic results.

Consider a Sound Alternative

FlexTraining is a straightforward learning management system that can help you automate collection of feedback, and conduct knowledge assessments.  These features compliment the easy course creation and advanced testing capabilities.  Login and Go  easily wraps around your unique organizations needs.  Please feel free to contact me if you would like to see a live demonstration.  Let me show you how easily accountability can be measured.