You are here: Home : News : Voice of the Customer in L&D
13th Dec, 2007 to 13th Jan, 2008
Issue date: 29 November 2007
Source: People Management magazine
Page: 32
In this article Martyn expanded on the themes described in the book 'The HR Value Proposition' (Ulrich & Brockbank), when they said 'Value is defined by the receivers of HR work..', the receivers being any internal or external customers. This article applies this approach to learning and development activities and argues that training evaluation should start to take account more of the 'Return on Expectation', and measure whether expectations of the traineee (the customer), had been met by the training activity.
This measure needs to be considered in conjunction with other measures such as:
- measuring the efficiency and effectiveness of the learning function.
- Using KPIs and benchmark measures to evaluate HR processes and performance.
- ROI measures which evaluate the economic benefits of specific training events compared to their costs.
This is another illustration of one of the founding prociples of six sigma process measurement and improvement - listen to the 'voice of the customer' (VOC) in determining whether you are providing good service, not rely on your own perceptions.
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