At AllCorp, management has noted that they are losing customers due to low customer service satisfaction. Yet, customer service employees Sven, Sophie and their team members follow up all cases by the book. In addition, they take part in a yearly, mandatory training to refresh their knowledge. Team manager Susan, wonders what the learning impact and ROI of this training is...
In today's rapidly evolving workplace, pure compliance is no longer the benchmark. Employees entering the workforce must constantly evolve and develop skills in order to remain relevant and therefore profitable.
Employers can test this relevance against variables such as productivity, (minimal) error margins and maximal employee engagement.
Achieving these bottom-line goals requires a shift in behavioral patterns. That is why modern companies draw up learning plans. But how do you, as an employer, get to see the learning impact in sufficiently high resolution? By not only checking whether employees master skills, but also measuring the extent to which they apply the skills.
When defining a learning path for employees, it is important to link learning objectives to measurable KPIs that contribute to the business strategy. As an Learning & Development manager, you need to know your market, where your company wants to go and what challenges this represents for your employees.
Let’s get back to AllCorp for a second. Their customers are lost due to an average handling time that is too elevated. Team manager Susan, establishes as a cause that the team follows up and manages its daily tasks inefficiently.
A measurable KPI can now be to keep a task board up to date as a team, on a daily basis. For example, the learning process of the team members consists of developing various hard and soft skills that are directly linked to this specific KPI:
At a daily team meeting, in which team members explain their current tasks, Susan can test how well they score on the aspects mentioned above. A baseline measurement at the beginning of the learning process will then show that the KPI is achieved with, for example, only 50% accuracy. A well-designed learning path with learning impact can lead to behavioral change that increases accuracy up to 95% to 100%.
In short, to generate learning impact or, in other words, to link ROI to learning, you need to search for direct links between business and learning objectives. And: make them measurable.
Together with Xylos, Neo Learning has recently developed a learning path in the field of cyber security. In addition to making digital courses available, the Inviqta campaign integrates learning objectives into the daily workflow, such as identifying (simulated) phishing mails. This direct link between learning impact and business impact (failure to identify phishing can have disastrous consequences for the business) ensures relevance and effectiveness. The campaign also provides detailed reporting to monitor the evolution.
Do you need help in creating an effective learning path with learning impact that responds to your business KPIs? Neo Learning will gladly and passionately develop a relevant learning strategy for your department or company. Contact us now.