There are four levels of measuring success in training. While we have generated
them all, it is rare to move beyond Level 3.
Level 1.Participant satisfaction is measured through end of course surveys. The
most basic of results, where high standards must be set and achieved.
Level 2.Participant knowledge gained is measured through a battery of tests, both
daily and at the end of the course, which focus on key takeaways. Participants either
pass or fail the course. Success rates have been excellent and management takes
note of the results.
Level 3.Whether participant behavior changed is measured through surveys after
the fact to both participants and their supervisors. Very promising results have
been observed in general management and specific skill training with quantifiable
outcomes, such as Collections and Operations.
Level 4.Whether there was a measurable monetary benefit as a result of the training.
While the most difficult to measure, we have had successes:
A Collector New Hire session delivered in a developing country where there was no
existing training resulted in dramatic improvements in productivity, promises-to-pay
and kept promises.
Production management training through simulation resulted in significant productivity
improvements in high volume back office processing.