Learning Quality and Evaluation System for Bank of Hong Kong
Goal
Develop a rigorous, disciplined quality and evaluation system for learning programs, enabling the Bank to ensure that staff training had the following desired results: ability to respond more quickly to change, speed the launch of new products and services, improve employee retention, enhance customer satisfaction and loyalty, and drive growth.
Challenges
- Previous efforts to evaluate learning were academic in nature and resulted in ratings that were not tied to business results
- Project sponsor was in Hong Kong, while key stakeholders were located around the globe.
Solution
Cognitive's approach was to:
- Develop a system to evaluate a wide variety of learning content, ranging from front-line training and sales training to leadership development, as well as a variety of delivery mechanisms (classroom training, eLearning)
- Include both a process and a tool set to evaluate learning outcomes all the way from initial student reactions (i.e., Kirkpatrick Level 1) to return on investment (i.e., Kirkpatrick Level 5)
- Deliverables included an Evaluation Policy and Guideline Manual, job aids to guide and direct decision making about evaluation, and templates.
Cognitive Value Added
Cognitive provided value to this project by the contributions of:
- Specialists in organizational learning and the evaluation of learning
- Professionals who understood the types of metrics that are relevant to training and learning solutions
- Experts in the development of user documentation, including job aids.