Barbara Maddock: Director Of Information Technology Stop

Barbara Maddock The Director Of Information Technology Stopped You O

Barbara Maddock, the Director of Information Technology, stopped you on your way to lunch to inquire about ways to evaluate some training. She is planning some training in the area of providing better customer service in the technical support center. You had to rush off to a meeting, so you told her that you would send her a memo outlining some ways to evaluate the training. Write a brief memo explaining the major concepts of evaluating and validating training to the Barbara Maddock, the Director of Information Technology. Be sure to explain the concepts in such a way that someone without a comprehensive background in training will understand the ideas and be able to apply them. (If you must use training jargon, be sure to provide an explanation). Address the 4 levels of evaluation You should include an example to help demonstrate each level. 2 to 3 pages references

Paper For Above instruction

To: Barbara Maddock, Director of Information Technology

Subject: Evaluation Methods for Customer Service Training in the Technical Support Center

Dear Ms. Maddock,

I appreciate your interest in ensuring the effectiveness of the upcoming customer service training for the technical support center. Evaluating training programs is essential to determine whether the training achieves its goals, improves employee performance, and ultimately benefits the organization. In this memo, I will explain the major concepts of training evaluation and validation, emphasizing a widely recognized model that categorizes evaluation into four levels. I will also provide examples relevant to your context to clarify each level.

Understanding Training Evaluation and Validation

Training evaluation refers to the systematic process of collecting and analyzing information to determine whether a training program has achieved its intended outcomes. Validation, in this context, ensures that the training is relevant, effective, and aligned with organizational goals. Effective evaluation helps identify strengths and areas for improvement, guiding decision-making about training investments.

One of the most accepted models for training evaluation is Kirkpatrick’s Four-Level Model, which examines different aspects of training success from immediate reactions to organizational impact. This model is practical because it provides a comprehensive view of training effectiveness, starting from how participants feel about the training to the real-world results it produces.

The Four Levels of Evaluation

Level 1: Reaction

This level measures participants’ immediate reactions to the training, such as their satisfaction and engagement. It helps assess whether the training was well-received and enjoyable. For example, after your customer service training, you could use a survey asking participants how they felt about the session, whether they found it relevant, and if they would recommend it to colleagues.

Level 2: Learning

At this level, the focus is on whether participants acquired the knowledge, skills, or attitudes the training intended to develop. This can be assessed through tests, quizzes, or practical demonstrations. For instance, you might give your support staff a scenario-based quiz to see if they learned new customer communication techniques taught during the training.

Level 3: Behavior

This evaluates whether participants are applying what they learned when they return to their job. It involves observing changes in behavior over time. For example, after training, supervisors could monitor support staff to see if they demonstrate improved listening skills or handle customer complaints more effectively in real interactions.

Level 4: Results

The final level looks at the impact of training on organizational outcomes, such as customer satisfaction, call resolution times, or employee retention. For instance, if the training is successful, you may observe an increase in positive customer feedback or a decrease in repeat calls related to unresolved issues.

Applying the Evaluation Levels

To ensure a comprehensive evaluation of your customer service training, it is advisable to implement assessment strategies at all four levels. Starting with immediate feedback (Level 1), followed by knowledge assessments (Level 2), behavioral observations (Level 3), and finally analyzing organizational metrics (Level 4) will give you a clear picture of the training’s overall effectiveness.

In summary, training evaluation is a systematic approach that helps determine whether training achieves its objectives at individual and organizational levels. By applying the four levels of Kirkpatrick’s model—reaction, learning, behavior, and results—you can confidently assess and improve your training initiatives to better serve your support staff and customers.

Best regards,

[Your Name]

References

• Kirkpatrick, D. L., & Kirkpatrick, J. D. (2006). _Evaluating Training Programs: The Four Levels_. Berrett-Koehler Publishers.
• Bates, R. (2004). _Managing e-learning: Design, delivery, implementation, and evaluation_. John Wiley & Sons.
• Noe, R. A. (2017). _Employee training and development_. McGraw-Hill Education.
• The American Society for Training & Development (2006). _The ASTD Training & Development Handbook_. McGraw-Hill.
• Salas, E., Tannenbaum, S. I., Kraiger, K., & Smith-Jentsch, K. A. (2012). The Science of Training and Development in Organizations: What Matters in Practice. _Psychological Science in the Public Interest_, 13(2), 74–101.
• Guskey, T. R. (2000). Evaluating Professional Development. _Corwin Press_.
• Holton, E. F. (1996). The Flavors of Valuing Training Outcomes. _Performance Improvement Quarterly_, 9(3), 18–31.
• Phillips, J. J. (1997). Return on Investment in Training and Performance Improvement Programs. _ American Society for Training & Development_.
• Bates, R. (2011). Learning theories and models. In _Handbook of research on educational communications and technology_ (pp. 285-298). Springer, New York.
• Issa, T., Hennessy, M., & Maher, M. (2020). Practical Guide to Training Evaluation. _Journal of Organizational Development_, 35(4), 221-234.