Measuring ROI in Learning & Development

Patti P. Phillips, Jack J. Phillips

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How do you accurately and effectively measure return on investment (ROI) in training and performance improvement?

Measuring ROI in Learning & Development, a new volume with a focus on the international arena and including a selection of case studies, provides detailed information on how to create, develop, and sustain a comprehensive ROI evaluation system. A focus on accountability in measuring ROI in learning and performance improvement programs has produced a book filled with functional, pragmatic suggestions and examples that can be implemented in the real world.

Measuring ROI in Learning & Development provides everyone who has a personal or professional interest in developing effective metrics with a solid foundation on which to build practical ROI measuring programs.

Specific topics covered include:

examination of selected case studies, many of which employ the ROI Methodology
definition and discussion of the ROI Methodology, and suggestions on how to best implement it
exploration of best practices in measurement and evaluation of ROI
discussion of various ROI data collection plans
coverage of data analysis strategies and program assessment protocols
analysis of program costs.

Measuring ROI in Learning and Development provides comprehensive coverage of all aspects of developing, creating, implementing, maintaining, and assessing an effective, productive ROI-measurement program. With its explanation of the ROI Methodology; presentation of numerous case studies; extensive documentation and analysis of best practices; and consideration of such important issues as cost, data collection, and program assessment, this title is the most complete resource available for those involved with measuring ROI.

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Authors

Dr. Patti Phillips has focused on the implementation of ROI evaluation for the past seven years. She assisted in building an international evaluation consulting business, helped launch the ROI Network, and developed and managed international partnerships with organizations interested in implementing the ROI methodology. Prior to her involvement with ROI, she worked 13 years in the electric utility industry. As the manager of market research and planning and marketing administration, Phillips helped launched a number of initiatives, including Marketing University, a unique learning environment for new sales representatives.

Phillips works with organizations to implement accountability processes including ROI. She has been involved in ROI impact studies in a variety of industries around the world, including private and public sector organizations. Along with implementing ROI evaluation, Phillips is the president of the ROI Institute, a research and education organization dedicated to advancing the understanding and practice of ROI evaluation. Her work has allowed her to author and edit a number of publications, including:

The Bottomline on ROI (2002) published by the Center for Effective Performance, which won the 2003 ISPI Award of Excellence
The Human Resources Scorecard: Measuring the Return on Investment (2001), published by Butterworth-Heinemann
Measuring the Return on Investment, Volume 3 (2001)
Measuring ROI in the Public Sector (2002)
Managing Evaluation Shortcuts (2001)
Mastering ROI (1998) published by ASTD

She has served as contributing author in a number of publications, including Donald Kirkpatrick's Evaluating Training Programs (Berrett-Koehler, 1998), Lorraine L. Ukens's What Smart Trainers Know (Jossey-Bass/Pfeiffer, 2001), and Allison Rossett's The ASTD E-Learning Handbook (McGraw-Hill, 2002). She served as editor of the "Symposium on the Evaluation of Training" in the International Journal of Training and Development 5(4) December 2001.

Jack J. Phillips, PhD, is chairman of the ROI Institute and a world-renowned expert on measurement and evaluation. Phillips provides consulting services for Fortune 500 companies and workshops for major conference providers worldwide. Phillips is also the author or editor of more than 75 books and more than 100 articles. His work has been featured in the Wall Street Journal, Bloomberg Businessweek, Fortune, and on CNN.

“Patti and Jack Phillips have done it again. As learning and development professionals struggle to prove their value in a tough economy, Patti and Jack have assembled an excellent case study book to underscore the value of ROI – and how to do it. If you are a practitioner, you cannot afford to miss this book.”

William J. Rothwell, PhD, SPHRProfessor, Pennsylvania State University

“Measuring ROI in Learning & Development assembles an incredible group of practitioners telling stories about defining real business results of real learning programs. Genuine data collection instruments and actual executive summaries are included, providing powerful examples for adaptation to my own projects. I’ve read more books, blogs, articles, and journals than I can count, searching for exactly this type of global, transparent, business-aligned collection of true examples of ROI in action, and this book stands out as the best resource to date.”

Laura Rexford, Manager, Client LoyaltySkillSoft Corporation

“Impact evaluation on people development projects speaks to a culture of accountability. This book of global case studies take readers on a journey that translates the concept into practical application – unpacking ‘how’ across industries and countries. People who lead, fund, participate in, and benefit from learning and development will experience the realness of impact evaluation. A worthwhile read.”

Esta Viviers, DirectorConnemara Consulting

“This book is a truly monumental effort as it covers varied business scenarios in all kinds of organizations and from all parts of life. Each chapter teaches us about the ROI process being applied to various training efforts. I was impressed by the approaches, tools, and above all – the results of the efforts in money terms. I will always have this book handy at my workspace.”

Bhaskar Bhattacharya, Executive Director – Organization & Leadership DevelopmentNielsen, for Asia Pacific, Middle East, and Africa

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Measuring ROI in Learning & Development

Patti P. Phillips, Jack J. Phillips

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