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GLN Insight - APA - Communities

Started by Paul Terlemezian in GLN Insights Oct 5. 0 Replies

We believe it is important to mobilize our communities to meet the basic needs of each child, youth, and family while promoting the development of their character, faith, and educational potential.How do we assure our children, youth and families…Continue

GLN Insights - NLD - New Leader Development

Started by Paul Terlemezian in GLN Insights. Last reply by Paul Terlemezian Sep 17. 7 Replies

New Leader Development - In a world full of leadership content, it’s easy for an emerging or aspiring manager to get overwhelmed. Companies promote high achieving individuals who are absolute rockstars as individual contributors and wish to…Continue

GLN Point-of-View - The Future of Learning

Started by Paul Terlemezian in GLN - Point-of-View. Last reply by Paul Terlemezian Aug 19. 2 Replies

The Georgia LEARNS Now Point-of-VIew process usually includes the following:A series of informal conversations that reveal something worth having a point-of-view about.A survey intended to learn from others regarding the "something"A GLN event…Continue

GLN Insights - TLP -Technology Leaders Playbook

Started by Paul Terlemezian in GLN Insights. Last reply by Mayank Nawal Aug 18. 3 Replies

“Technology Leadership Playbook is designed to provide practical, contemporary leadership techniques to help navigate current issues facing technology leaders and executives. The course explores current topics using case studies, recent articles and…Continue

GLN ReachOutAbout - Balancing Work and Life: Is There a Better Way?

Started by Paul Terlemezian in GLN ReachoutAbouts. Last reply by Yvette Francis Jul 10. 1 Reply

Topic: GLN ReachOutAbout - A Better WayTime: Jul 16, 2024 12:00 PM Eastern Time (US and Canada)…Continue

GLN LearnAbout - Raising Capital for an EdTech Startup - 13 March, 2024 - Noon Eastern

Started by Paul Terlemezian in GLN LearnAbouts Mar 4. 0 Replies

Learner: Dr. Marilyn CarrollLearn with Dr. Carroll and other entrepreneurs interested in raising capital for their EdTech Startup.The format of this session will be:Marilyn will explain what she wishes to learn about - and whyShe will ask each of…Continue

GLN TeachAbout - Integrative Debating - Glenn Meier, February 29, 2024, 3:00 - 3:45 PM Eastern USA

Started by Paul Terlemezian in GLN TeachAbouts Feb 11. 0 Replies

Earlier this year, Glenn responded to the Conscious Capitalism/Georgia LEARNS Pluralism event by sending an email via LinkedIn. His message included:"...the magic lies in an agreed upon process for making the conversation a "fair fight."  In my…Continue

GLN 2023 - TeachAbout - Purpose

Started by Paul Terlemezian in Georgia LEARNS 2023 Nov 26, 2023. 0 Replies

Is it possible or desirable to differentiate purpose from passion?Session Leader: Donald JenkinsThe format of this session will be:Five minutes of welcome and…Continue

GLN 2023 - Hidden About - Humble Inquiry - Scaling

Started by Paul Terlemezian in Georgia LEARNS 2023 Nov 25, 2023. 0 Replies

Is humble inquiry real or imagined?Is it desirable? If so - when? If not - why?Session Leader:…Continue

GLN 2023 - Open Forum Conversation - BYOT

Started by Paul Terlemezian in Georgia LEARNS 2023 Nov 25, 2023. 0 Replies

BYOT = Bring Your Own TopicThese sessions are offered to allow for open forum conversation and/or the opportunistic creation of breakout rooms to allow for self-directed conversations.Breakout rooms will be preset. Participants may:Choose an open…Continue

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What Are You Measuring?

Posted by Bill Crose on September 13, 2019 at 11:33am 1 Comment

A lifetime ago, my training department colleagues and I were satisfied with training data. We cranked out the requested ILT programs plus the "flavor of the year" content, we kept a busy training schedule, and made sure the coffee was always the right temperature. When accused of not delivering effective training because the learners didn't perform as they were trained, we took refuge in our management support role and not ultimately responsible or accountable for LEARNING or productivity.…

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Segment 10(19) – "Why We Don't Get ROI" - Stephanie Crowe - Vice President Human Resources at Ingenico Inc.

Stephanie Crowe https://www.linkedin.com/in/stephanieackleycrowe/ will lead this segment. Her topic is "Why We Don't Get ROI."

Please interact with those who are also interested in this segment - before -during and after Georgia LEARNS 2019 via this online discussion.

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Do you always get ROI?  This discussion format will drill into three key factors driving ROI failure.

If you have a story now - share it!  Where did you see a project, company, product or initiative fail to deliver its predicted ROI?  

For the session - bring your experiences and stories to contribute to the discussion.  And maybe you will leave with some new ways to ensure better ROI!

Hi Stephanie,

Thank you so much for leading this discussion. It is an important topic. It is my experience in conversations about ROI and connectivity to the role of IDs a there is a lack of critical analysis and enough anecdotal and bench-marked best practice. In addressing the question, “Do you always get ROI?” I wonder how many ID build ROI in their ADDIE process, or any framework they are using. I’m still looking for comments from members discussing how they engage sponsors and clients on the topic of ROI and how they plan to approach it. Having stated this, I concede a couple of things. All clients are not amenable to adding the time and cost associated with measuring ROI as it relates to training. Second, measuring ROI is not always as a simple measure and tie directly or immediately to ROI depending on the type of training. I do believe IDs have a responsibility as much as possible to demonstrate the value proposition of training to the bottom line.

As director of a healthcare organization, I was once asked to develop training for the company insurance billing employees. I worked with the VP, manages, supervisors, and employees to understand their processes related to billing and examine the root cause of insurance rejections that resulted in revenue loss. To make a long story a little shorter, I determined the issues were related to a lack of understanding of billing codes and proper classifications. The training resulted in building real-time electronic performance job aids that could be located by a click of a mouse button rather than solely relying on biller's total memory. The measurement, in this case, was easy; we define what the current rate of revenue losses are currently, and measure each quarter again to determine if the insurance rejection rates were decreasing. Over three months, we notice that after training and having the electronic performance job aids (menu-driven captivate developed tool) the levels of insurance company rejections were decreasing.

My approach with ROI is a conversation with decision-makers, give them options, and collaborative work to understand what the proper measure is and how we translate that to ROI. Most IDs are not trained as accountants or studied business. Being a trained accountant, and I bring those skills to my role as an ID.

Thoughts?

This is a great example - thank you for sharing it.  I agree that determining the desired outcome (preferably measurable) and investigating the root cause and biggest impact intervention are required in the earliest stage of instructional design possible.  And you point out a couple of items we discussed in ROI - business acumen, linking (if/then validation, A leads to B-C-D).  I bet you could put a $ figure on that insurance ROI as well!

Here is the "1-Pager" from this session, which we built on-the-fly to apply this ROI Diagnostic to Lutzie43, using the Resource of Wearables!

Attachments:

Hi Stephanie!

Thanks for doing this session. Rob Brinkerhoff was my grad school advisor, so this has always been an important topic for me.

From my perspective, the biggest reasons organizations fail to deliver an ROI includes their lack of motivation and their tendency to focus too high in the organization when looking for ROI data; the higher one goes up a hierarchy, the harder it gets to find solid data. The lack of motivation is huge because ROI represents proof and proof or lack of it falls onto individuals -nobody wants to be responsible or accountable for other peoples' performance.

Performance is pretty easy to measure at the production tier & most difficult at the leadership tier. If it's true that a manager's value is getting & raising productivity from others, then ROI for management development should come from the production staff they manage. In so many cases, management is actually about maintaining & building relationships and far less about getting & raising productivity from others.

As you noted, valid/unbiased, reliable, & measurable results are required to produce an ROI. There are lots of ways to capture that data when people work on computers (call centers...) or automated production lines equipped with IoT tech, but very few options when people work with their hands (bartenders, nurses, cooks, microbiologists...). Due to the bias, etc. you noted, the data has to be automatically captured in the workflow, it has to be captured always or often enough to become reliable.

So, my work for the past few years has been focused on mobile workflow learning + performance assurance, which provides the opportunity to capture performance data as people follow step-by-step work instructions. The time it takes people to perform each process step is the data that reveals at exact process steps where managers can provide coaching, process/organization change, equipment, etc. to improve performance. The time/money/waste differences before/after management intervention as well as intervention costs are pretty easily calculated -we're building an automatic ROI report to do just that. Compile all that information from a manager's direct reports before/after a manager's training event to get the ROI on that manager's training -before/after delegation training, before/after project management training, meeting management, etc. Same thing for the leadership tier.

Would love to get your thoughts & keep the conversation going.

More here:  www.adytonusa.com

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