Managing for Total Training Quality

As employers have recognized the potential impact of training schemes to increase organizational productivity this had led to an expansion of competence development programmes. Although one could reasonably expect this increase to be accompanied by the introduction of sophisticated training evaluation systems this has not occurred. Traditional approaches such as direct assessment of employee knowledge,attitudes and skills are still prevalent. Proposes an alternative evaluation model which draws on concepts associated with total quality management. The evaluation is extended to cover assessment of: employee satisfaction; satisfaction of the employee′s superior; persons to whom the employee provides outputs; and the organization′s external customers. Describes application of the model during all phases of the training programme design through to delivery of training: Examines the implications of the model in organizations which have adopted total quality management.