A model to evaluate the effectiveness of enterprise training programmes |
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Authors: | Frank Fullard |
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Institution: | (1) Mayo County Enterprise Board, McHale Retail Park, McHale Road, Castlebar, County Mayo, Ireland |
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Abstract: | This paper describes a model developed to measure customer satisfaction with enterprise training programmes. Based on developments
in customer satisfaction and quality measurement, it is proposed as an alternative to the training evaluation model developed
by Kirkpatrick (1959). A single indicator, a Customer Satisfaction Index (CSI), quantifies the level of satisfaction with each training programme.
The model also measures the individual parameters that contribute to the CSI, as well as their relative importance. It facilitates
a benchmarking process regarding these parameters and between training programmes. The development process of the model is
described, as is its use in practice. |
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Keywords: | Training Evaluation Customer satisfaction Quality Benchmarking |
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