Training Industry Magazine - July/August 2019 - 50

CASEBOOK

A YEAR IN THE LIFE:
EVOLVING L&D METRICS FROM A
REPORTING MANAGED SERVICE
TO BUSINESS INSIGHT PARTNER
BY ERIKA ROBERTSON

In 2017, my sales enablement organization
tapped me, a long-time performance
consultant, to lead and form a team whose
focus would be learning measurement and
analytics. While many organizations claim
they focus on measuring learning, few truly
dedicate a team to support it.
At that time, we had a two-member
reporting function within the enablement
operations team who provided reports on
course completions via Excel. We relied
on those individuals and the enablement
leads across departments to use filters
and pivot tables to make further analysis.
Prior to our team's creation, the enablement
operations team created non-standardized
questionnaires to distribute to course and
event participants, without leveraging any
measurement approach. Then, the same
two individuals reported the results. Our
leaders recognized a need.
GETTING STARTED
Tapped with not only establishing the
initial focus and objective but structuring
the team as well, I sought guidance from
mentors and set my mind on building
a collaborative and innovative team.
Within a few days, we had a team name -
learning measurement, analytics and seller
experience - and a general focus.
Our team - containing our two business
analysts, a program manager for our
seller experience program, a strategic
initiatives lead, an outgoing contractor
who supported our dashboard creation
and myself - gathered in person for a
few days, taking advantage of a globally

| 50

dispersed team actually able to meet in
our headquarters. This made the beginning
steps doable.
First, we needed to define our team's
mission statement. What verbiage would be
our focus and reference for our direction?
While each of us relied upon technology to
work and connect virtually, we appreciated
and leveraged our face-to-face time. We
discussed ideas, shared thoughts and
wordsmithed. The mission statement
itself didn't take long, as we shared this
common vision:

Through measurement and analysis, we
could provide clear insights to arm our
performance consultants with, as well as
the data behind the stories they tell. We
knew that would take dedication and a
change of management.
MEASUREMENT APPROACH
To my good fortune, every person in that
room had a background in Phillips Levels
of Evaluation, and most had achieved
certification. The true foundation of this
team would be found in its measurement
levels (see Figure 1).

To provide actionable insight of enablement's
impact towards achievement of business
outcomes aligned to company priorities.

INTERNAL FOCUS
After our face-to-face meeting, the real
work began. How we functioned as a new
team was crucial to our success. Our basic
procedures and principles included:

OUR LEADERS

* Team meetings - At first weekly and
later transitioning to every two weeks,
these were our cornerstone event to
bring our geographically dispersed
team together.

RECOGNIZED A NEED.

There were many additional, valuable
words left on that whiteboard. Words like
strategy, passion, zeal, optimistic, connect
and balance. These words were ours,
not for external communications but to
remind ourselves what we brought to this
new team.
Although not mentioned specifically in our
mission or principles, we all agreed that we
did not want to be considered a managed
service. Our team's focus was to guide
the metrics maturity of our organization.

* Communication - We never wanted
unilateral decisions made on how to
improve or remove processes, tools,
and approaches to measurement and
analytics. Each team member provided
crucial input in these areas.
* Collaboration - As processes and tools
needed to evolve, we joined forces to
implement that change. Each team
member led, and each team member
supported multiple areas as we
moved forward.



Training Industry Magazine - July/August 2019

Table of Contents for the Digital Edition of Training Industry Magazine - July/August 2019

Learning Analytics: Table Stakes for Business Success
Table of Contents
Let's Build a Measurement Practice for L&D
Brain-Based Learning Analytics and Evaluation Practices
Who [Else] Cares About Learning Impact Data
Justifying the Investment in Leadership Training
Is Training Analytics Smoke and Mirrors?
Leveraging Analytical Tools to Transform L&D
Levearging Learning Analytics to Improve Business Outcomes: Where to Start
Was It Worth It? Measuring the Impact and ROI of Leadership Training
How to Make the Transition to a Data-Driven Learning Culture
How Personal Skills AI Assistants Might Disrupt Corporate Training
Machines Are the Future of Training: How Data-Driven Feedback Is Fostering Improvement and Enhancing Human Relationships
Improving Instructor Impact on Learning with Analytics
A Year in the Life: Evolving L&D Metrics From a Reporting Managed Service to Business Insight Partner
Localizing E-Learning Programs for an International Audience
Learning Analytics Is More Than Data Collection
Using Business Data to Drive Training Objectives
Quality versus Quantity: How Analytics Can Improve Training Effectiveness
Coursera Reaches Unicorn Status and Accelerates Enterprise Product Innovation
Company News
Training Industry Magazine - July/August 2019 - Cover1
Training Industry Magazine - July/August 2019 - 2
Training Industry Magazine - July/August 2019 - 3
Training Industry Magazine - July/August 2019 - 4
Training Industry Magazine - July/August 2019 - Learning Analytics: Table Stakes for Business Success
Training Industry Magazine - July/August 2019 - Table of Contents
Training Industry Magazine - July/August 2019 - 7
Training Industry Magazine - July/August 2019 - 8
Training Industry Magazine - July/August 2019 - 9
Training Industry Magazine - July/August 2019 - 10
Training Industry Magazine - July/August 2019 - Let's Build a Measurement Practice for L&D
Training Industry Magazine - July/August 2019 - 12
Training Industry Magazine - July/August 2019 - Brain-Based Learning Analytics and Evaluation Practices
Training Industry Magazine - July/August 2019 - 14
Training Industry Magazine - July/August 2019 - Who [Else] Cares About Learning Impact Data
Training Industry Magazine - July/August 2019 - 16
Training Industry Magazine - July/August 2019 - Justifying the Investment in Leadership Training
Training Industry Magazine - July/August 2019 - Is Training Analytics Smoke and Mirrors?
Training Industry Magazine - July/August 2019 - 19
Training Industry Magazine - July/August 2019 - 20
Training Industry Magazine - July/August 2019 - 21
Training Industry Magazine - July/August 2019 - Leveraging Analytical Tools to Transform L&D
Training Industry Magazine - July/August 2019 - 23
Training Industry Magazine - July/August 2019 - 24
Training Industry Magazine - July/August 2019 - 25
Training Industry Magazine - July/August 2019 - Levearging Learning Analytics to Improve Business Outcomes: Where to Start
Training Industry Magazine - July/August 2019 - 27
Training Industry Magazine - July/August 2019 - 28
Training Industry Magazine - July/August 2019 - 29
Training Industry Magazine - July/August 2019 - 30
Training Industry Magazine - July/August 2019 - 31
Training Industry Magazine - July/August 2019 - 32
Training Industry Magazine - July/August 2019 - Was It Worth It? Measuring the Impact and ROI of Leadership Training
Training Industry Magazine - July/August 2019 - 34
Training Industry Magazine - July/August 2019 - 35
Training Industry Magazine - July/August 2019 - How to Make the Transition to a Data-Driven Learning Culture
Training Industry Magazine - July/August 2019 - 37
Training Industry Magazine - July/August 2019 - How Personal Skills AI Assistants Might Disrupt Corporate Training
Training Industry Magazine - July/August 2019 - 39
Training Industry Magazine - July/August 2019 - 40
Training Industry Magazine - July/August 2019 - 41
Training Industry Magazine - July/August 2019 - Machines Are the Future of Training: How Data-Driven Feedback Is Fostering Improvement and Enhancing Human Relationships
Training Industry Magazine - July/August 2019 - 43
Training Industry Magazine - July/August 2019 - 44
Training Industry Magazine - July/August 2019 - 45
Training Industry Magazine - July/August 2019 - 46
Training Industry Magazine - July/August 2019 - Improving Instructor Impact on Learning with Analytics
Training Industry Magazine - July/August 2019 - 48
Training Industry Magazine - July/August 2019 - 49
Training Industry Magazine - July/August 2019 - A Year in the Life: Evolving L&D Metrics From a Reporting Managed Service to Business Insight Partner
Training Industry Magazine - July/August 2019 - 51
Training Industry Magazine - July/August 2019 - Localizing E-Learning Programs for an International Audience
Training Industry Magazine - July/August 2019 - 53
Training Industry Magazine - July/August 2019 - 54
Training Industry Magazine - July/August 2019 - Learning Analytics Is More Than Data Collection
Training Industry Magazine - July/August 2019 - 56
Training Industry Magazine - July/August 2019 - Using Business Data to Drive Training Objectives
Training Industry Magazine - July/August 2019 - 58
Training Industry Magazine - July/August 2019 - Quality versus Quantity: How Analytics Can Improve Training Effectiveness
Training Industry Magazine - July/August 2019 - Coursera Reaches Unicorn Status and Accelerates Enterprise Product Innovation
Training Industry Magazine - July/August 2019 - Company News
Training Industry Magazine - July/August 2019 - Cover4
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