MEASURING

TRAINING
EFFECTIVENESS
Magie Kennedy
Learning Objectives

• Identify Kirkpatrick's 4 levels of training evaluation

• Recognize the importance of using Kirkpatrick’s

model as a guide to develop training objectives
• Canadian Organizations spend an average
of $800.00 per employee on staff
training

• Only 50% of organizations conduct

evaluations based on participant
feedback

• Many companies only measure the

effectiveness of training by asking
participants if they liked it
Why don’t companies evaluate more?

Expertise
&
Tools
Time
Not worth
the effort
Reasons to Evaluate Training Programs

•ToTodemonstrate the value of training to the organization

Improve the program
• To maximize transfer of learning to behaviour and subsequent
organizational results
Training Process

Needs Develop
Design Program
Assessment Content

Conduct/
Implement Evaluation
Program
The Kirkpatrick Model

▪ Four levels to evaluate

training programs
4 Levels of Evaluation

On the job
Level 1 application

Targeted
Level 2
Outcomes

• Engagement
Level 3 • Relevance

• Knowledge
• Skills
Level 4
• Confidence
4 Levels of Evaluation

LEVEL 1
REACTION
LEVEL 4
• Engagement RESULTS
• Relevance
• Business
Impact
4 Levels of Evaluation

LEVEL 4
RESULTS

• Business
LEVEL 2 Impact
LEARNING
• Knowledge
• Skills
• Attitude
• Confidence
• Commitment
4 Levels of Evaluation

LEVEL 4
RESULTS
LEVEL 3
• Business
BEHAVIOUR Impact
• Application
4 Levels of Evaluation

LEVEL 1
REACTION

• Engagement LEVEL 4
• Relevance RESULTS

• Business
Impact
4 Levels of Evaluation

LEVEL 1
REACTION

• Engagement
LEVEL 4
• Relevance LEVEL 3 RESULTS

BEHAVIOUR • Business
• Application Impact
LEVEL 2
LEARNING
• Knowledge
• Skills
• Attitude
• Confidence
• Commitment
Brainstorm

Discuss and list methods , tools and techniques for evaluating

Levels 1 & 2
- Consider: formative or summative evaluation
Level 3
- Consider : reinforce, recognition, reward, accountability
Level 4
- Consider: Internal & External Outcomes
4 Levels of Evaluation

LEVEL 1 Formative
REACTION ✓ Instructor observation
✓ Pulse check LEVEL 4
• Engagement ✓ Immediate feedback RESULTS
• Relevance
• Business
Summative Impact
✓ Surveys/Evaluations
✓ Interviews
✓ Focus groups
4 Levels of Evaluation

LEVEL 2 Formative
LEARNING ✓ Knowledge test/check
• Knowledge ✓ Discussion LEVEL 4
• Skills ✓ Individual/group activity RESULTS
• Attitude ✓ Role play and simulation
• Confidence • Business
• Commitment Impact
Summative
• Knowledge test/quick/post test
• Presentation
• Teach back
• Action planning
• Survey
• Interview & focus groups
4 Levels of Evaluation

Reinforce
Follow up modules
✓ Accountability
✓✓Work review checklists
Interviews LEVEL 4
LEVEL 3 ✓✓OJTObservation RESULTS
BEHAVIOUR ✓✓Job aids
KPI
✓ Work review • Business
• Application Impact
Recognition
✓ Survey
✓✓Coaching & Mentoring
Touch base/meetings

Reward
✓ Pay for performance
4 Levels of Evaluation

LEVEL 4 Internal External

RESULTS ✓ Quality ✓ Customer Response
✓ Cost ✓ Client Satisfaction
• Business ✓ Efficiency ✓ Industry response
Impact
✓ Production
✓ Compliance
✓ Safety
✓ Employee
Satisfaction
 4 Levels of Evaluation
RESULTS!

Customer Satisfaction
Market/Industry Response

Organizational Outcomes

Department

Customer/Client
Response
Team

Individual
Return on Investment

LEVEL 4
LEVEL
LEVEL 5 4 RESULTS

ROIREACTION • Business
• Engagement Impact
• Relevance
Training Process

1. Needs Assessment Training Objectives

2. Design Program
3. Develop Content
4. Conduct & Implement

LEVEL 1
REACTION
5 .Evaluation
• Engagement
• Relevance
Needs Assessment

Training Objectives Level 1: Reaction

Level 2: Learning

Level 3: Behaviour

Level 4: Results
Training Objectives Handout
Name the Level

▪ Be able to identify 5 models and theories

✓ Level 2 – Knowledge & Skills
▪ Given ten customer contact scenarios, with 100 percent accuracy,
and be able to identify which steps of the customer interaction
process should be applied.
✓ Level 2 – Knowledge & Skills
▪ Reduce absenteeism from a weekly average of 5% to 3% in six months
✓ Level 4 – Results
Name the Level

▪ Apply the appropriate steps of the customer interaction process in

every customer contact situation
✓ Level 3 – Behaviour

▪ Reduce employee turnover from an average annual rate of 25% to

an industry average of 18% in one year
✓ Level 4 – Results
▪ Identify team members who lack confidence in the customer contact
process and coach them in the application of the process
✓ Level 3 – Behaviour
Training Process

1. Needs Assessment Training Objectives

LEVEL 2
LEVEL 1
2. Design Program LEARNING
REACTION
• Knowledge
• Skills
3. Develop Content • Engagement
• Attitude
• Relevance
• Confidence
4. Conduct & Implement • Commitment

LEVEL 4
LEVEL 4
5 .Evaluation LEVEL 3 RESULTS
RESULTS
BEHAVIOUR
• Application • Business
• Business
Impact
Impact
This is the end!
Questions