5.8. Metrics: Measuring Results
The most important measure for human resource development is how (or whether) an intervention affected business results. For example, if a training program was implemented to improve call center response times, did that occur? If so, was the result immediate, or did improvement occur more slowly as CSRs gained confidence from experience implementing the training?
Business impact measures
Metrics that validate the impact of training programs on results are the ones that provide useful information to management. Depending on the situation, some of these metrics may be appropriate:
Production measures
Metrics that provide measures taken prior to training and several months after training takes place demonstrate ...
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