RE: LO's and Performance Measurements
I agree, measurement of learning is a tough problem. Your situation
reminded me of a task force I was on several years ago to improve customer
serivce quality in a retail environment. We had no money for training. So
instead we implemented an incentive system for retail employees based on
the number of positive customer comments they received. We also revised
our hiring process by implementing interview questions that screened for
people who like serving people. In addition, store managers were evaluated
on customer service performance criteria as well as other measures.
According to survey data, our service ratings improved. We never did do
any training, and I don't think we needed to. From the incentive program,
people learned what our company meant by "exceptional customer service".
So my question to you is what kind of performance are you wanting to
improve? What are the highest leverage, lowest cost ways to improve it?
--Sue Inches <inches@biddeford.com>
Learning-org -- An Internet Dialog on Learning Organizations For info: <rkarash@karash.com> -or- <http://world.std.com/~lo/>