A study on measuring return on investment of a key account management training program

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dc.contributor.author De Alwis, A. Chamaru
dc.contributor.author Rajaratne, W.D.H.M.
dc.date.accessioned 2012-03-01T08:58:26Z
dc.date.available 2012-03-01T08:58:26Z
dc.date.issued 2011
dc.identifier Univerzitní knihovna (studovna) cze
dc.identifier.issn 1211-555X (Print)
dc.identifier.issn 1804-8048 (Online)
dc.identifier.uri http://hdl.handle.net/10195/42503
dc.description.abstract Measuring the return on investment (ROI) in training and development and performance improvement has consistently earned a place among the critical issues in the Human Resource Development (HRD) field. HRD plays a significant role in supporting and driving a continuous improvement culture. Training can be a powerful building block in allowing a business to achieve its goals, indicating that it must be seen as a strategy and not an event. The research problem will be evaluating the return on investment of a training program conducted at one of the main garment exporter in Sri Lanka. The study followed a cost-effective conceptual framework of training evaluation developed by Doucouliagos and Sgro [3]. The model is consisted by four sequential steps, commencing with collecting data, pre- and post training exploration of performance, linking performance outcomes to training and, finally, the calculations of return on investment (ROI). The final research findings indicate that the training program has given significantly high ROI and has led to better customer satisfaction and enhancing other key business performance measures. Also it is found that quality of the training program led to better acquisition of the skills relevant to the training program. Major limitations of this study are identified as calculating the monetary value of benefits, Impact of other uncontrollable factors, Time constraints and Availability of data. eng
dc.format p. 19-30
dc.language.iso eng
dc.publisher Univerzita Pardubice cze
dc.relation.ispartof Scientific papers of the University of Pardubice. Series D, Faculty of Economics and Administration. 21(3/2011) eng
dc.subject service quality eng
dc.subject satisfaction eng
dc.subject attitudes eng
dc.title A study on measuring return on investment of a key account management training program eng
dc.type Article eng
dc.identifier.signature 47940-21
dc.peerreviewed yes eng
dc.publicationstatus published eng

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