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Training Metrics to Serve All Communities
Members’ Input
EMEA Education Services
Kate Lipmann
Juniper
March 2012
What do you measure? 1
Metrics that matter..... Business metrics • Bookings / backlog • Revenue • Forecast /pipeline • Costs • Margin • Certification • Attach rate • Marketing: website visits, eshot • Partners: no. student kits
Operational metrics • No. classes • Class type (public, ILO, ILT, private elearning) • Class cancellations • Avg Fill rates • Revenue per class • Instructor quality • Instructor utilisation • Classroom utilisation
Customer Satisfaction • Course content • Labs • Instructor • Registration process etc • Equipment • Environment • Student type (partner, customer, internal)
Metrics That Matter – but don’t get measured
Curriculum Development : Shelf-life Investment cost vs ROI
Pricing : VSOE Relative Allocation
Metrics that Matter – that are difficult to measure
Linking learning measurement to financial results and business outcomes
• Identify what specific business results want to measure. • Have a training Project Plan
Possible measurements :
• Productivity • Avoiding waste / unproductivity ! • Quality
How to measure : Turn the Happy Sheet to a Smart Sheet :
• Ask predictive job impact and business results questions Follow up survey after 90 days:
• Ask actual results.
Metrics that matter – that are difficult to measure
CA Education Metrics – Rob Taal
9 CEdMA Workshop 13/03/2012 CA Education Metrics
• ENCV = Bookings / Backlog • Revenue – Recognised after delivery • Margin Costs – COSE COSI
• Customer Sat = • ESM Follow-up • Utilisation – Instructor Classroom • Fill Rates • Cancellation Rates • Delivery Mix
• Delivery Type • Product Mix
Financial
Delivery
We are…..
•Broadcast industry
•Small (by CEdMA standards)
•Global
•AcadeME + 1 contract trainer
•Cost recovery
•We train Customers ($) Staff Partners
Measures
Quality
Quantity
Quids
Quality measures
• Happy sheets
• Post course audit
• Product manager reviews
• Time to market
Quantity measures
• Number of internal
• Number of partner
• New modules release
– NCT modules
Quid measures
• Regional revenue split
• Product line split
• Discounts
• Bottom line (costs covered)
Router C&M Automation
Conversion Modular Switcher
Censored
IBM Metrics – Alastair Jeffery ● Mission
● Increase skills in the marketplace – Not measured, but tracked locally/internally
● Weekly
● Revenue : “Solid” and Forecast
● Monthly
● Gross Profit
● Average delegates per class
● Customer sat
● Reseller revenue (formal reviews with key Resellers quarterly)
● “Soft”
● Attach rate – services sellers who sell training; trend of 'Q minus 2' license sales vs training sales
HP Metrics – Denis Spiller
• Business Fundamentals Table (BFT) • TrackingTool
• Traffic Light indicators
• Orders, Revenue, Margin, Attach, Quality
• By portfolio
• Dashboard
• Forecasting Tool
• Resource Utilisation
• Kit, Trainers, Rooms
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