Results. Last, but probably most important, ask questions such as these: “Did the number of customer complaints about employees drop?” “Did the rejection rate improve?” “Was turnover reduced?” “Are production quotas now being met?” and so on. Improvements in these “metrics”—specific measures of workplace results—

are especially important. The training program may succeed in terms of the reactions from trainees, increased learning, and even changes in behaviour, but if the results are not achieved, then in the final analysis the training has not achieved its goals. If so, the problem may be related to inappropriate use of a training program.

For example, training is ineffective when environmental factors are the cause of poor performance. LO.1