Hospitality Company Uses Metrics that Matter® to Monitor and Track Learning Initiatives
Company Overview: The organization is a leading hospitality company with over 2,000 properties in over 60 countries.
Description of Learning Initiatives:The organization conducts a diverse set of training programs such as property systems, headquarters, and vacation club training. Training is in multiple formats including formal instructor-led training and web-conferencing.
Measurement Approach: The hospitality company leveraged the standard benchmarks built into Metrics that Matter® to build their evaluation instruments. The instruments also incorporated the key measurement needs of the organization which included satisfaction, effectiveness, impact, results and ROI metrics. The organization customized the instruments to ensure they were aligned with the organizational culture of the company while still maintaining the benefits of the standard instruments.
Measurement Obstacles: The company’s workforce is diverse and decentralized. The need for a common set of evaluations and a common measurement process was important. The organization ensures that each learning entity that uses the measurement tool is knowledgeable about what the other groups are leveraging by sharing best practices and taking advantage of what has already been put in place.
Measurement Successes: The company has found the tool easy to administer and to view reports. Reports that showcase performance are visibly displayed in the office to keep the measurement focus.
On a regular basis the company reviews the Quick Question Report. This automatically collects, stores, processes and reports the summary and detailed results of evaluation questions. This helps to focus on the tactical details for quality control purposes.
Management reports include the Report Card. This report provides summary metrics on key indicators of satisfaction, effectiveness, impact, results and ROI. It then compares the company’s internal metrics to an external benchmark to provide management with a relevant point of reference to aide in data analysis and decision-making.
The Variance Report from Metrics that Matter shows a color coded output by instructor, course, program, line of operation, training location, or training delivery to quickly identify the most valuable training and pinpoint gaps that need to be narrowed.
The learning leaders will meet with management to go over these reports on a regular basis. This, like the posting of the reports in the office, keeps an emphasis on quality and value. It also emphasizes to management the importance the learning operation places on quality and value while validating those attributes with quantifiable data.
In the coming year the company will explore ways to integrate Metrics that Matter® with its learning management system (LMS). Metrics that Matter® has a standardized schema to facilitate the extraction of data from an LMS to import into Metrics that Matter®.