Evaluation and Diagnosis

Analyses are the best building block for training intervention and for performance evaluation, especially if the before and after states are to be measured. Objective-oriented training structuring can multiply the effectiveness of your investment.
Unfortunately, evaluation within the training context has lacked validity, objectivity and reliability to date leaving clients none the wiser.
Nonetheless, empirical values and their representation in charts and diagrammes are impressive as well as convincing of results as well as their underlying truths.

What advantage can you gain from our analysis?

• Your requirements define the key performance criteria to be influenced.
• You discover a large number of additional potentials to increase competitive advantage through professional consultation.
• Pre-analysis provides a status quo view of the factors relevant to you.
• You determine your goals in the light of the achieved understanding.
• Not only is employee satisfaction measured during the process as elsewhere but also the key indicators relevant to management as well goal achievement are monitored through out the training process.
• Your expectations are communicated continuously to employees as key indicators. This measure alone greatly increases employee discipline and self-motivation.
  
  

Customer Satisfaction Analysis

This is the most expressive of all analysis forms since it addresses a crucial area - your effort to address the subjective perception of the people that pay the bill and generate your profit. The pallette ranges from quantitative questionnaires to qualitative interviews in-depth.

Mystery shopping

Specially trained employees present themselves within normal sales and service situations as customers to your employees. You recieve detailled feedback about key factors that ensure your success with customers.

Mystery calls

The telephone remains a stepchild in many organisations where customer contacts can most easily be spoiled. It is easy to lose the sensibility for human contact through the lack of eye contact. Consequently, otherwise courteous employees may come across as gruff or uncivil. Mystery calls give a particularly critical measure of achieved performance.
During overt and announced Mystery Call phases, employee performance increases since the performance indicators measured is clear.

8-hour Focus Feedback

The trainer accompanies the employee you select to evaluate quality and effectiveness rather than to time operations. This evaluation is particularly recommended for fine-tuning during running training processes.

Surveys

Questionnaires offer the advantage of exploration of narrow and well-defined areas, often at low man and material costs. The results are relevant and expressive within the chosen area. Often Questionnaires are used to collect subjective opinions as well.

Flash Checks for employees and managers


Scenario

• In the long run, often many mid and high-level managers do not experience reflection on sales achievement. It mostly concerns few inter and intrapersonal comparisons of figures, if at all. Daily routine runs down self-reflection in the course of time.
  
• High-level managers avalue independent employees that reliably achieve good results without constant monitoring.
  
• However, in the course of time contra-productive behaviour may easily creep impairing potential individual performance.
  
• The more valued an employee, the less feedback reaches him or her.
  
• Flash checks are useful to further improve good performance. an.
  

Process
A professional trainer provides the employee with feedback on the job through all available mechanisms including video, over a duration that you determine. The trainer represents customers at different levels of complexity, playing the role to the end of the process. This creates an optimal occasion for the trained employee to evaluate his or her own performance and introspect on these. Important understanding takes place in the employee further supported by rich and favorable feedback as far as potential for improvement is concerned. This step has proved to be particularly helpful to motivate employees to participate in future training processes.