Employee training: a 4-step buyer's guide.

When your business becomes aware of the need for a learning solution--typically continued education or advanced employee training--it is important to know exactly what to look for.

Businesses today expect corporate training and learning solutions to enhance employee performance, which in turn should improve quality, reduce costs and increase profitability. The most sophisticated organizations treat training and learning solutions as the means to achieving a strategic business advantage.

To help your business navigate the marketplace more easily and effectively, use this four-step road map.

Step 1: Needs analysis. The training provider should understand the intended audience, key messages and overall business strategy that the training program is to affect. This begins with a full and frank discussion, followed by a needs analysis and practical research, consistent with established educational principles. Research might take many paths, including:

* Study of previously used materials (maybe the wheel need only be updated, not reinvented).

* A look at materials from other fields used in similar circumstances.

* Seeing what the competition is doing.

Within the organization, the learning solutions provider must not just understand the people being trained, but also their organization's culture. Some questions to ask prospective learning solutions providers include:

* What are the reading and visual comprehension and experience levels and educational backgrounds of the intended learners?

* What has worked in the past and what hasn't?

* Is learning--and, change in some cases--an accepted part of the organization?

* Who are the key individuals and groups who have ownership of the training's success?

* Where does senior management stand on training in general, and this project in particular?

Step 2: Training tools. This is where the provider begins to draw from its arsenal of training tools. The possibilities can be bewildering, but the key is selecting the proper instructional format to achieve the organization's and the project's goals.

For example:

* No sense producing an expensive DVD when trainees will not have access to DVD machines and screen output--and an "old-fashioned" paper manual will do the job better, at less cost and with shorter production time.

* For time-sensitive briefing of a national sales force, a real-time, satellite or Web-based broadcast may be the ticket.

* Instruction of isolated repair technicians who need to be able to access protocols repeatedly may demand a VHS tape or self-paced DVD-ROM course.

* Some assignments might require "blended learning"--an instruction manual followed by Web-based testing, or self-study modules re-enforced by Web-based or live workshops.

Step 3: Implementation. The best provider will help ensure that the project has a high-level champion, and carefully balance the often divergent needs and goals of the training manager, those who will administer the program and those who will experience it. Without such balance, the effectiveness of training will be reduced no matter how good it is. Customized learning solutions must be backed by such important elements as:

* Pre-delivery testing to ensure that they fulfill all agreed-upon content and learning or testing objectives; and that each program works as intended on the organization's "platforms," from chalkboard and VHS player to company intranet.

* Full support of staff that will administer the learning solutions, including on-site training of this staff, as indicated.

* Responding promptly to all necessary program corrections or revisions, as contractually agreed upon.

* Proactive participation in all testing, evaluation or audit programs.

Step 4: Evaluation. Does it achieve its objectives? That's the bottom line of every learning solution, using reliable evaluation and feedback systems. Sometimes, standards will have been agreed upon in the learning solution request for proposal. Examples include number of claims processed per hour, maintenance or warranty expense, scores on customer satisfaction surveys, test scores and promotion rates.

RELATED ARTICLE: Training checklist

Questions to ask when selecting a training provider:

* Is the learning solutions provider taking the time to understand your organization and its culture?

* Is the provider offering a product that is tailored to your organization, or are they using a cookie-cutter approach?

* What is your ideal measurement of success for the project?

* Has the provider offered a valid means of gauging whether that level of success has been achieved?

* Should the need arise, is the prospective provider willing to modify their product even after it has been delivered?

* Is the provider willing to become your partner should you encounter roadblocks with peer organizations or with senior management?

* Does the provider seem more concerned with technology than with the needs of your learners and the goals of your organization?

* Is the suggested solution able to be adapted to other uses?

* Are you comfortable with the level of detail the provider is giving you? Is it too much or not enough?

* Is the provider willing to work with existing materials, or do they suggest a completely new product?

* Are you convinced the provider is using best practices, or merely an approach that's profitable for them?

Ned R. Piccinini is with MCM Learning in Roseville, a Bronzelevel member of the Detroit Regional Chamber.