IHS Romania SRL Mission and performance indicators Presentation: IHS ROMANIA SRL Nicolae Tarălungă International Conference: September Ensuring quality in training: a new approach & challenge for training institutions

IHS Romania SRL What you want to measure should be finalised first! What you intend to do should be finalised in such a way you can measure! Finally should be noticed an improvement between the old situation and a new one! Basic conditions:

IHS Romania SRL Indicators & mission Indicators – useful for the provider of the training service? Indicators – useful for the partner institutions? Indicators – useful for the client?

IHS Romania SRL Indicators contribute to improve something Contribute to: achieve strategic objectives achieve results packages achieve results of partners achieve group performance increase the participants skills increase the client satisfaction

IHS Romania SRL Training process vision on training development mission of organisations involved value of training service strategic objectives for training development performance indicators

IHS Romania SRL The training process: a cycle Monitoring and Evaluation Cycle TNA: why? who? what? Post training follow-up activities POSTPRE Conduct Content Process Support Preparation Logistics Organisation Administration Design Program Content Activities source: IHS Rotterdam

IHS Romania SRL 4 levels of evaluation Short term During training: (effectiveness in achieving learning objectives or learning impact) Level 0: the reaction level (immediate, end of the course, follow-up): seek out opinions and feedback on the trainer, methods, usefulness, interests, environment and logistics. Level 1: the learning level (during and at the end of the course): check knowledge, skills acquired and change in attitude about the subject matter, which trainees are capable to translate into behaviour in a training situation. Note: if the lower level has been achieved, no impact at the higher level ! source: IHS Rotterdam

IHS Romania SRL The training process and impact evaluation level I M & E Cycle TNA Post training POST Conduct Preparation Design competency improvement needed Course Obj. set as desired impact Learning and Behavioural Obj. Selection participants reaction participants Learning impact New policies, roles New programs, tasks Performance gaps Client dissatisfaction with services and products PRE I source: IHS Rotterdam

IHS Romania SRL 4 levels of evaluation Post training (effectiveness in achieving course objectives and impact) Level 2: job behaviour level (performance improvement): application of the learning on the job, change in behaviour and performance. Level 3: functioning level (improvement in organisational performance) how the change in behaviour on the job affects the functioning of colleagues, the unit or department. Level 4: impact on client satisfaction: how the organisational performance improvement affects the quality of service delivery and client satisfaction to longer term source: IHS Rotterdam

IHS Romania SRL The training process and impact evaluation levels II - III M & E Cycle TNA Post training POST Conduct Preparation Design competency improvement needed Course Obj. set as desired impact New policies, roles New programs, tasks Performance gaps PRE performance improvement in organisation Job performance improvement Re-entry or action plan I III source: IHS Rotterdam

IHS Romania SRL The training process and impact evaluation level IV M & E Cycle TNA Post training POST Conduct Preparation Design competency improvement needed Course Obj. set as desired impact New policies, roles New programs, tasks Performance gaps PRE Re-entry or action plan Client dissatisfaction with services and products Impact on service and product IV source: IHS Rotterdam

IHS Romania SRL Indicators of evaluation and levels of impact evaluation M & E Cycle TNA Post training POST Conduct Preparation Design competency improvement needed Course Obj. set as desired impact Learning and Behavioural Obj. Selection participants reaction participants Learning impact New policies, roles New programs, tasks Performance gaps Client dissatisfaction with services and products PRE Impact on service and product performance improvement in organisation Job performance improvement IV III II I source: IHS Rotterdam

IHS Romania SRL Categories of indicators: conclusions Input indicator Output indicator Process indicator Add value indicator Measuring efficiency? Measuring effectiveness?

IHS Romania SRL 1. Decide what should be monitored! Who wants monitoring information about training processes and results? What do they want to know? Or which steps should be monitored? Why do they need to know? Or what will they do with monitoring information? 2. Establish rezults: action plan! What needs to happen at this stage to get us to the next stage? 3. Modify general indicators! How will we know when the result happened? 4. Establish specific indicators! What is a more precise way of determining if the result has been achieved? Sursa: HERNS series no 4/ The indicators cost, how we use them?