Training interventions can be evaluated by calculating return on investment (ROI) and cost-benefit analysis. The four-level model proposed by Kirkpatrick is the dominant evaluation model used. Calculating ROI has been a critical issue for trainers and executives, but only a few organizations have implemented the process that is considered as…

This book details the work required at the outset of all efforts designed to improve an organization's performance at the organization, process, and/or individual levels. The book is divided into four parts that are devoted to the following aspects of conducting the systematic diagnostic analysis required to improve performance: (1) analysis as…

This module for a 1-semester Total Quality Management (TQM) course for high school or community college students discusses the concepts of customer satisfaction, customer surveys, and quality functional deployment. The concept of customer satisfaction begins with identifying the customer. Surveys are suggested as one way that students can learn…