How to Measure success of eLearning initiative

Importance of measuring the success of your eLearning program?
Most leading businesses around
the globe are learning organizations
But, how can you tell if your learning and development programs
have a direct impact on how the business operates?
Do you know if
It impacts revenue, productivity, profits and
Income
It improves customer satisfaction and positioning
It is improving recruiting, retention, quality and innovation
Learners are actually translating skills learnt to the job?
… there’s more
“Formula for success: rise early, work hard, strike oil.” - J Paul Getty

Which metrics should you use?
“It is impossible to escape the impression that people commonly use false standards of measurement — that they seek power, success and
wealth for themselves and admire them in others, and that they underestimate what is of true value in life.” ― Sigmund Freud, Civilization and
Its Discontents
A sales team should work towards higher revenues
A marketing team should work towards more qualified leads
An operations team should work towards better profits
An engineering team should work towards more productivity
A learning and development team should work towards enabling all of the above
Beware
Metrics such as ease of use, graphics quality, access speed, user friendliness are subjective and may not meet the ‘does this sync with our business goals’ test

A tale of two dashboards – which one would you use?
Important to use the right metrics and not just make something up on the fly to satisfy upper management

Does your eLearning program have specific goals?
What do your training
programs target?
Some examples:
Training engineers to improve productivity of a
specific job function by 20%
Training techs to reduce installation time by 10%
Training managers to handle employee issues –
Reduce HR overhead by 15%
Training customers to reduce support calls by 20%
Training sales partners for selling higher up the
value chain to improve revenue by 3%
Training accounting and finance departments for
compliance to reduce legal costs by 8%
It’s easier to choose
metrics when your
program has
Specific goals
All goals can be translated into the
following four buckets
Learning and growth
Business process
Customer
Financial

Learning and Growth Metrics
How are our employees developing?
#of courses accessed and completed
Knowledge retention: short term and long term assessment scores
Refreshers if scores fall below a threshold
Certifications achieved
Time spent in course and for overall certification goal
The thing about employee satisfaction
Quality of content and reference materials, availability of instructors for
chat/messaging should be taken out of the equation
Ability to do ones job must be the clear measurable here

Business Process Metrics
How does the training program help improve our internal
business processes?
Does it help our HR department hit recruiting goals within the same or lesser budget?
Are we reducing our attrition rate due to better employee satisfaction?
Related to personal growth, benefits and financial rewards
Is the quality of our service/product improving as a result?
This can be linked to financial and customer satisfaction metrics as well
Are we filing more patents?
More such measurable
parameters applicable to your
business

Customer Metrics
How are our customers fairing based on the training program?
Have the calls to support dropped since we started the program?
Have the number of web cases reduced?
Are customers watching self help eLearning modules and downloading reference material?
Are our sales people spending more time selling or hand-holding?
Has our company transitioned from a vendor to a partner?
A customer satisfaction
index could be created
based on several metrics & then
tracked on a monthly basis

Financial Metrics
What is the financial impact of eLearning on our company?
eLearning ROI – how does eLearning help the bottomline by cutting costs?
Have we increased our revenue due to a better trained sales force?
Has employee productivity improved since?
Have we reduced compliance costs?
Has our company transitioned from a vendor to a partner?
Financial metrics are
the holy grail

Financial Metrics
Deloitte Consulting
45% reduction in learning costs
KPMG
Training time reduced by 79%
$1Bn revenue acceleration
PWC
Reduced per-student costs from $706 to $106
E&Y
35% reduction in training costs
Nike
Minimum 2% increase in sales dollars since its program started
Best Buy
Special learning segments for slow-moving products improved sales by
up to 20%
Home depot
Specific products covered in e-learning modules demonstrated
penetration rate increases ranging from 1.2 to 4.6%
AT&T Wireless
19 days to train 19,000 staff after merger with Cingular
Net increase in subscribers by 1.4 million
IBM
Managers learned nearly five times more material without increasing
time spent training

Conclusion

How to Measure success of eLearning initiative

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How to Measure success of eLearning initiative