3.1.a

The operations manager is planning to send all employees across the nine different stores to a two-day course on customer service. The aim is to develop a customer centric culture across the organisation as well as provide instruction on exactly how to interact successfully with customers.

How can the operations manager gather feedback to measure the effectiveness of the training at all four of Kirkpatrick's levels to improve future learning programs? Describe

some tools and techniques that could be

3.1.b

List six ways in which feedback collected from individuals and teams at the conclusion of a training program can be used.