l+d roi
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Tony Wiggins, Principal Human Resource Tony Wiggins, Principal Human Resource Officer (Learning and Development)Officer (Learning and Development)
Strengthening your position as a people oriented employer through
learning and development
Queensland Building Services Authority (BSA) Queensland Building Services Authority (BSA)
Tony Wiggins, Principal Human Resource Tony Wiggins, Principal Human Resource Officer (Learning and Development)Officer (Learning and Development)
Nature of Queensland Building Services Authority
plays crucial role in the residential building and construction industry in Queensland
provides remedies for defective work, support, education and advice for both community and industry stakeholders
led significant changes in the regulation of the building industry both in Queensland and Australia over the past 3 years
Tony Wiggins, Principal Human Resource Tony Wiggins, Principal Human Resource Officer (Learning and Development)Officer (Learning and Development)
People and Location
230 employees Head Office – South Brisbane 7 Regional Offices Learning and Development function located in Human
Resource Services team located in Head Office.
Tony Wiggins, Principal Human Resource Tony Wiggins, Principal Human Resource Officer (Learning and Development)Officer (Learning and Development)
Stimulus for Change
• Out of fit being reactive • Industry driven• Divided leadership team
Tony Wiggins, Principal Human Resource Tony Wiggins, Principal Human Resource Officer (Learning and Development)Officer (Learning and Development)
Engaging community + building industry
Platform for change underpinned by systems theory approach1. Commitment to total quality management2. Customer value3. Leadership
Solution = Integrated Systems Framework (ISF) 2002
4. Score card approach (Kaplan and Norton, 1992) 2004
Tony Wiggins, Principal Human Resource Tony Wiggins, Principal Human Resource Officer (Learning and Development)Officer (Learning and Development)
Tony Wiggins, Principal Human Resource Tony Wiggins, Principal Human Resource Officer (Learning and Development)Officer (Learning and Development)
Integrated Systems FrameworkIntegrated Systems Framework
BUSINESS APPROACH
Corporate DirectionExecutive
Quality Philosophy
Drive
Customer Value
Framework
Guided Self Assessment
People
Quality Council
Well directed learning and development
Improvement TeamsCustomer Satisfaction
Quality Assurance Certification
Team Approach
Tony Wiggins, Principal Human Resource Tony Wiggins, Principal Human Resource Officer (Learning and Development)Officer (Learning and Development)
Integrated Systems FrameworkIntegrated Systems Framework
• Philosophy of a Smart State workforce Philosophy of a Smart State workforce • Platform for learning delivery - Platform for learning delivery - Learning and Development
Initiative (LDI). • Aligned to supporting individual and organisational Aligned to supporting individual and organisational
performance performance • Learning seen as ‘silent’ driver for change Learning seen as ‘silent’ driver for change • Strengthen our position as a people-oriented employer Strengthen our position as a people-oriented employer
Tony Wiggins, Principal Human Resource Tony Wiggins, Principal Human Resource Officer (Learning and Development)Officer (Learning and Development)
Learning and Development InitiativeLearning and Development Initiative
Leadership (Building Organisational Capability)
Relationship Management (Improving and Responding to Current and Future Relationships)
People Development (Developing, Valuing and Involving Staff)
Tony Wiggins, Principal Human Resource Tony Wiggins, Principal Human Resource Officer (Learning and Development)Officer (Learning and Development)
Stimulus for Change
Tony Wiggins, Principal Human Resource Tony Wiggins, Principal Human Resource Officer (Learning and Development)Officer (Learning and Development)
BenchmarkingBenchmarkingKirkpatrick’s Model was utilised as platform to define parameters at 3distinct levels – Benchmarking Research
evidence based research at Princess Alexandra Hospital, Brisbane
Jack Phillips and Ron Stone model focusing on Return on Investment strategies at Level 5 evaluation
Completion of Masters level studies in the area of organisational development and training
Tony Wiggins, Principal Human Resource Tony Wiggins, Principal Human Resource Officer (Learning and Development)Officer (Learning and Development)
Tony Wiggins, Principal Human Resource Tony Wiggins, Principal Human Resource Officer (Learning and Development)Officer (Learning and Development)
To measure the success of this lifelong learning and its impact on stakeholders’ satisfaction in the community and building industry, a research based evaluation model has been developed with strategic links to business outcomes.
Tony Wiggins, Principal Human Resource Tony Wiggins, Principal Human Resource Officer (Learning and Development)Officer (Learning and Development)
Achieving a ROI ModelAchieving a ROI Model
• Kirkpatrick’s Four Level Evaluation Model • Extrapolated to a fifth level - Phillips and Stone • Consistent valid methodology - identified and developed
performance indicators reflecting BSA commitment to community and industry stakeholders
• Clear demonstration of impact on business outcomes - customer satisfaction.
Tony Wiggins, Principal Human Resource Tony Wiggins, Principal Human Resource Officer (Learning and Development)Officer (Learning and Development)
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ROI model• Research based • Masters • Kirkpatrick Model• Extrapolated to work Phillips and Stone
Tony Wiggins, Principal Human Resource Tony Wiggins, Principal Human Resource Officer (Learning and Development)Officer (Learning and Development)
Levels of EvaluationPercentage of Programs Evaluated
Research Model BSA Model
Kirkpatrick
Level 1 Reaction and Planned Action
100% 100%
Level 2 Learning 75-90% 75%
Level 3 Job Applications 40-70% 50%
Level 4 Business Impact 0-20% 20%
Phillips and Stone
Level 5 Return on Investment 0-20% 20%
Levels of EvaluationLevels of Evaluation
Tony Wiggins, Principal Human Resource Tony Wiggins, Principal Human Resource Officer (Learning and Development)Officer (Learning and Development)
Data Collection Methodology
Level 1 Course Evaluation Level 1 Course Evaluation Emphasis on relevancy of knowledge and skills Emphasis on relevancy of knowledge and skills
transference back to the workplace.transference back to the workplace.
Level 2 Pre and Post Assessment AnalysisLevel 2 Pre and Post Assessment Analysis Changed attitudes, improved knowledge and increased skillChanged attitudes, improved knowledge and increased skill
Level 3 Transfer of Learning Level 3 Transfer of Learning Change in behaviour - testing the participants’ capabilities Change in behaviour - testing the participants’ capabilities
to perform the learned skills back in the workplaceto perform the learned skills back in the workplace
Tony Wiggins, Principal Human Resource Tony Wiggins, Principal Human Resource Officer (Learning and Development)Officer (Learning and Development)
Tony Wiggins, Principal Human Resource Tony Wiggins, Principal Human Resource Officer (Learning and Development)Officer (Learning and Development)
Developing the ROI Formula Adapted from: Phillips, J. J., Stone, R. D., Phillips, P. P. (2001) Adapted from: Phillips, J. J., Stone, R. D., Phillips, P. P. (2001) The Human Resources Scorecard: Measuring the Return on InvestmentThe Human Resources Scorecard: Measuring the Return on Investment. Boston, . Boston,
MA: Butterworth-HeinemannMA: Butterworth-Heinemann
Develop EvaluationPlans and
Baseline Data
Develop EvaluationPlans and
Baseline Data
Stage 1Evaluation Planning
Stage 2 Data Collection
Collect DataDuring SolutionImplementation
Collect DataDuring SolutionImplementation
Collect DataAfter Solution
Implementation
Collect DataAfter Solution
Implementation
DevelopObjectivesOf Solution
DevelopObjectivesOf Solution
Level 1
Level 2
Level 3
Level 4
Tony Wiggins, Principal Human Resource Tony Wiggins, Principal Human Resource Officer (Learning and Development)Officer (Learning and Development)
TabulateCosts
Of Solution
TabulateCosts
Of Solution
Isolate theEffects ofSolution
Isolate theEffects ofSolution
Convert Data to Monetary
Value
Convert Data to Monetary
Value
Calculatethe Return On
Investment
Calculatethe Return On
Investment
Implement Communication
Process
Implement Communication
Process
Stage 3 Data Analysis
Identify Intangibles
Identify Intangibles
Stage 4 Communicate Results
Level 5
Intangible Benefits
Tony Wiggins, Principal Human Resource Tony Wiggins, Principal Human Resource Officer (Learning and Development)Officer (Learning and Development)
Data Collection Methodology
Level 4 and Level 5 EvaluationLevel 4 and Level 5 Evaluation Business impact - building relationships the community and Business impact - building relationships the community and
industry stakeholdersindustry stakeholders Tracking improvements in strategic courses such Tracking improvements in strategic courses such
leadership development program and Creating Business leadership development program and Creating Business Relationship program Relationship program
Tony Wiggins, Principal Human Resource Tony Wiggins, Principal Human Resource Officer (Learning and Development)Officer (Learning and Development)
Developing the ROI Formula
ROI formula developed form the planned evaluation framework- strategies based upon research by Phillip and Stone
Stage 1 Determining the current market return on cashinvested
Stage 2 Identifying organisational factors impacting on the learningoutcomes
Stage 3 Outcome and Baseline Data Questionnaire developed .
Tony Wiggins, Principal Human Resource Tony Wiggins, Principal Human Resource Officer (Learning and Development)Officer (Learning and Development)
LDI scorecards include seven categories of data.
• Indicators• Reaction and Planned Action• Learning• Application• Business Impact• ROI• Intangibles
Tony Wiggins, Principal Human Resource Tony Wiggins, Principal Human Resource Officer (Learning and Development)Officer (Learning and Development)
LDI scorecards
Level
1. Reaction & Planned Action
2. Learning
3. Application
4. Impact
5. Return on Investment
Measurement Focus
Measures participant satisfaction with the program and captures planned actions
Measures changes in knowledge, skills, and attitudes
Measures changes in on-the-job behavior
Measures changes in business measures
Compares program benefits to the costs
Econ
omic
Syst
emIn
divid
ual
Tony Wiggins, Principal Human Resource Tony Wiggins, Principal Human Resource Officer (Learning and Development)Officer (Learning and Development)
Current Results
• Solid evidence of change• Number of scientific requirements satisfied - credible• Significant correlation - learning when expertly designed
and delivered reflected in positive business outcomes• estimated ROI results obtained varies• Example - Mediation Skills Program - 2 years - generated
significant financial returns of $1.89 million
Tony Wiggins, Principal Human Resource Tony Wiggins, Principal Human Resource Officer (Learning and Development)Officer (Learning and Development)
The FutureThe Future
• ROI – sixth level – measure intangibles• ROI – Team Building Interventions• Validating model through further research