Impact of Training on User Proficiency and Productivity
Evaluate the impact of training on user proficiency and productivity levels.
Improvement Planning
Practices-Outcomes-Metrics (POM)
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.