Participant Assessment and Program Evaluation

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Daniel R. Tobin

The use of a 360-degree assessment for each learning participant is a fundamental building block of the entire program. But what about the use of other assessment instruments within the program? There is certainly no lack of assessment instruments on the market. Along w... More »

Recover from Mistakes Gracefully

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Maxine Kamin

Recovery is making good on a mistake. No matter how hard you try, you, or the company you work for, can make an error. Think of a mistake as an opportunity to regain the customers loyalty. As you read in Step 2, customers who have a problem that gets resolved are actual... More »

Utilizing ROI to Forecast the Potential Impact of Human Performance Solutions

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Cindy Thatcher

Purpose The purpose of this return-on-investment (ROI) study is to forecast the estimated potential benefits for human capital solutions as they relate to strategic company growth plans. Background MA Publishing* (fictitious name) is a subscription publishing company th... More »

Creating Loyalty and Profits with the Right Price

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Mark David Jones

The term price specifically refers to the true cost and value to your customer. Value is what a customer gains from the experience of purchasing your product or servicea combination of a superior product provided by superior people, who create a place that is engaging a... More »

HPI—Up Close and Personal

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Patricia Radakovich

HPIUp Close and Personal By Patricia S. Radakovich, CPLP, CPT Human performance improvement (HPI) is typically applied to business. However, amidst all of our resolutions for 2011, I thought it would be interesting to look at how HPI can be applied to making improvement... More »