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Representative POMs are described for Impact of Training on User Proficiency and Productivity at each level of maturity.

1Initial

• Practice

  Rely on best endeavours of available personnel.

2Basic

• Practice

  Assess the level of IT end-user level satisfaction with the training provided.

  Outcome

  The degree to which the training delivered addresses the needs of IT end-users starts to become clear.

  Metrics

  • Degree of IT end-user satisfaction with training provided.
  • % of IT end users who feel the training met their needs.

• Practice

  Assess training quality against locally accepted standards (this is usually collated by third-party providers to improve their training capability).

  Outcome

  The quality and relevance of the training delivered starts to become clear.

  Metric

  % of end of training assessments which meet the required training standards.

• Practice

  Prioritize training needs within the IT function.

  Outcome

  Training is prioritized within the IT function for key operators and system users.

  Metric

  % of employees identified for training versus % of employees selected for training.

3Intermediate

• Practice

  Assess the quality and relevance of training for the end user with a focus on IT, however taking into account (albeit to a lesser degree) the business perspective also.

  Outcome

  Results in improved quality and relevance of training delivered to the IT function and to other business units.

  Metrics

  • % of end-users satisfaction with organizations ability to provide training in a timely manner.
  • % of end-users who are satisfied with the relevance and quality of training delivered.
  • % of IT versus business end-users satisfied with the relevance and quality of training delivered.

• Practices

  • Allocate responsibility to someone from within the IT function for the assessment of training delivered.
  • Give some responsibility to some other business units.

  Outcome

  Enhances the consistent approach taken in the assessment of training delivered.

  Metrics

  • # of people from within the IT function with responsibility for assessment of training.
  • # of people from other business units who provide input into the assessment of training.

• Practice

  Determine the current and future demand for training.

  Outcome

  Increased awareness in who has been trained and who still needs to be trained.

  Metric

  % of end-users trained versus those requiring training across the portfolio of training courses.

• Practice

  Assess users for the relevance of the training they have received once they are back in their own work environment.

  Outcome

  Relevance and quality of training is improved.

  Metric

  % of users assessed for relevance of training in their own work environment.

4Advanced

• Practice

  Implement a collaborative approach (managed by the IT function and other business units) to the assessment of quality and relevance of training across the organization.

  Outcome

  The needs of both the IT function and other business units are equally considered and addressed in the training offered.

  Metrics

  • % of those involved in assessment of quality and relevance of training who come from the IT function.
  • % of those involved in assessment of quality and relevance of training who come from other business units.

• Practice

  Track the percentage of employees taking and passing/failing training.

  Outcome

  Helps determine quality of training delivered and identifies gaps in ability amongst users at all levels.

  Metrics

  • % of employees across the organization undertaking training.
  • % of employees from the IT function and other business units passing/failing training.

• Practice

  Adopt a collaborative approach to the management of the training portfolio.

  Outcome

  Data from training up-take can help identify redundant training courses.

  Metric

  % of courses being requested versus not being requested from training portfolio: Name of courses not being requested from training portfolio.

• Practice

  Rationalize delivery methods based on uptake.

  Outcomes

  • Data from training uptake can help identify preferred and redundant methods of training delivery.
  • This can help shape future training delivery strategy.

  Metric

  % of end-user uptake in training via the provided routes.

5Optimized

• Practice

  Ensure users are assessed post-training in their work environment against expected training outcomes (speed, productivity, scope of use).

  Outcome

  Relevance and quality of training is optimized for each individual job.

  Metric

  % of end-users who have post-training assessments undertaken against training outcomes.

• Practice

  Use the training assessments to develop training and skills profiles for end-users.

  Outcome

  An improvement in skills matching across the organization.

  Metric

  % of end-users who have had training and skills profiles developed as a result of training assessments.

• Practice

  Track assessed training levels against performance metrics such as customer satisfaction, customer retention, staff turnover, system availability, system usage.

  Outcomes

  • The impact of training provides increased visibility into what is working and what is not and what requires further investment.
  • It also provides sound justification for any requests for additional resources for training in the future.

  Metric

  % of end-users who have had their training level tracked against performance metrics.