Training Metrics to Serve All Communities Metrics to Serve Al… · HP Metrics – Denis Spiller •Business Fundamentals Table (BFT) •TrackingTool •Traffic Light indicators •Orders,

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