LOREIGNE ELUMBA FEB 13, 2024

ELISHA MAY FERARO HRANALY

MEASURING BUSINESS-FOCUSED RESULTS

Below are measures that can be the focus of Learning and Development Metrics. For each one,
identify if it is a hard or soft measure, and identify the KPI area.
KPI stands for Key Performance Indicator. KPIs are measurable values that indicate how
effectively an organization is achieving its key business objectives. These indicators are used to
evaluate the success of an organization or a specific activity in which it engages.
Examples of KPIs:
Financial: Revenue growth, profit margin, return on investment (ROI), cash flow, cost per
acquisition.
Customer Service: Customer satisfaction, Net Promoter Score (NPS), resolution time, first-
contact resolution rate.
Sales and Marketing: Conversion rate, lead-to-customer ratio, customer lifetime value, market
share.
Operational: Productivity, efficiency, quality metrics, cycle time, on-time delivery.
Employee Performance: Employee satisfaction, turnover rate, training effectiveness,
productivity per employee.
Healthcare: Patient satisfaction, average length of stay, readmission rates, clinical outcomes.
Project Management: Project completion time, budget adherence, scope creep, stakeholder
satisfaction.

CATEGORY: MEASURE KPI

HARD OF SOFT
MEASURE?
1 HARD Measure any increase in revenue directly REVENUES
attributable to the skills and knowledge gained
through the program.

2 SOFT Gauge the level of employee engagement and EMPLOYEE

satisfaction before and after the capability ENGAGEMENT
development program.

3 SOFT Assess the impact of the program on the LEADERSHIP SKILLS

 development of leadership skills among
participants.

4 Measure improvements in teamwork,

SOFT communication, and collaboration within and TEAM SKILLS
across teams.

5 Evaluate the program's influence on fostering

PROGRAM
SOFT innovation and creative problem-solving
EFFECTIVENESS
within the organization.
6 Calculate the actual cost savings achieved
through improved efficiency or reduced OPERATIONAL COST
HARD operational expenses resulting from the SAVINGS
capability development program.

7 Evaluate changes in productivity metrics, such

HARD as output per employee or project completion PRODUCTIVITY
times, as a result of enhanced capabilities.

8 Compare the total monetary benefits gained

HARD from the program to the total cost of the ROI RATE
program, expressed as a percentage.

9 Assess if improved employee capabilities have

led to higher levels of customer satisfaction, EMPLOYEE
SOFT
retention, or repeat business. UPSKILLING

10 Assess changes in overall employee morale

SOFT and job satisfaction resulting from the JOB SATISFACTION
capability development program.

11 Evaluate how well employees adapt to

changes in the business environment as a EMPLOYEE
SOFT
result of the program. ADAPTABILITY

12 HARD Calculate the cost savings associated with RETENTION COST

reduced turnover and the need for SAVING
recruitment, onboarding, and training of new
employees.

13 SOFT Evaluate the impact of improved capabilities ORGANIZATIONAL

on the organization's reputation and brand BRANDING
image in the industry.

14 HARD Measure improvements in the quality of Training

 products or services delivered as a result of Effectiveness
enhanced skills and knowledge.

15 HARD Assess whether the program has contributed PROJECT

to a faster time-to-market for new products or COMPLETION TIME
services.

16 SOFT Measure the extent to which participants COLLABORATION

share their newly acquired knowledge with METRICS
colleagues, contributing to a knowledge-
sharing culture.

17 HARD Track how effectively and efficiently employees TRAINING

apply their newly acquired skills in their day- EFFECTIVENESS
to-day tasks.

18 SOFT Assess the degree to which employees feel EMPLOYEE

empowered to take on new challenges and ENGAGEMENT
responsibilities.

19 HARD Evaluate the impact of the program on COMPLIANCE RATES

compliance with industry regulations and the
reduction of associated risks.

20 SOFT Consider improvements in work-life balance EMPLOYEE

and overall well-being as a result of the WELLNESS
program.