We're in the process of piloting a Certified Trainer Program for Cashiers. I need to develop a process to evaluate the pilot phase before we implement the program company-wide. Would anyone like to share the type of measuring tools or processes you have used to measure such program? Any suggestions would help.

Hi there,

Ideally, the measurement plan would have been developed before deployment but here are some thoughts as to how you could measure it given the fact that pilot is in progress.

Assuming you have 'before' statistics, you could compare how many errors cashiers made during their first month of employment to how many errors made during the first month (after trained by a certified trainer).

AN,

Mitch is on target. The assumption is that the CTPC is a "solution" to some "problem." That problem might be performance issues, skill/knowledge issues...etc. If you are you looking to gather feedback on the effectiveness of the training design itself then a simple pre-post assessment will do fine. Kirkpatrick's levels of evealuation can help you determine which type of evaluation will work best:

(from the ASTD Trainer Certificate Program Workbook)

"Kirkpatrick’s Four Levels of Evaluation
Don Kirkpatrick originally presented four levels of evaluation of training."

Level 1: Reaction. This measurement focuses on the participants’ reaction or satisfaction of the program and frequently includes how they plan to apply what they have learned. Most training efforts are evaluated at this level.

Level 2: Learning. Tests, skill practices, simulations, group evaluations, role plays and other assessment tools focus on what participants learned during the program. The measurement of skills, knowledge or attitude changes indicates what participants have absorbed and whether they know how to implement what they learned.

Level 3: Behavior. This measurement focuses on changes in behavior on-the-job whether the participants apply what they have learned and transfer it to the workplace. Measures may include the frequency and use of skills, with input on barriers and enablers.

Level 4: Results. Measurements focus on the actual impact on the business as participants successfully apply the program material. Typical measures might include output, quality, time, costs, and customer satisfaction.

Good luck,

Jeff

Are you working in a sterile environment? What I mean is -- once the cashier finishes the certification training and re-enters the work environment, is there absolutely nothing else (personal, team, manager, customers) that might impact or even interfere with his/her ability to perform the job better?

Of course my point is that no environment in the real world is completely sterile, so you must put in place more complete solutions... for example... do the cashier's goals/expected performance change after training and who holds them accountable and how do they receive feedback once they return to the real world?

(all of this is rhetorical -- I am not looking for your specific data)

Measuring impact after the fact is rarely useful. Links between the business and the performance and the learning need to be clear BEFORE one proceeds with design, development and implementation.

I seem to be a little lost in this discussion. Are you looking to certify the trainers or the trainees, or both? It makes a vast difference as to what you will set up and the potential results you may get.