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Post Tagged with: "customer satisfaction"

Evaluate an Organization’s Readiness for E-Learning

Evaluate an Organization’s Readiness for E-Learning

The need for quality assurance in online training for corporate users became pressing with the rapid increase in reliance on the online modality over the past two decades (Zhang, 2013). There is increasing concern among researchers regarding the inadequacy of e-learning evaluation in the private sector, primarily in the alignment of e-learning effectiveness with the financial goals of the organization (Driscoll, 2002; O’Connor, 2006).

Call for Strategic HPT: Shift in Focus from Performance Problems to Performance Opportunities

Call for Strategic HPT: Shift in Focus from Performance Problems to Performance Opportunities

Performance improvement professionals are familiar with the various guises of flagging performance–be it high employee turnover, decline in market share, customer complaints, and so on. By the same token, indicators that suggest an organization is performing are increased shareholder value, greater customer loyalty, higher returns per employee, ability to innovate, and efficient business processes, to name a few.

<em>Performance Improvement Journal:</em> September Issue

Performance Improvement Journal: September Issue

The September issue of the Performance Improvement journal starts with details on the adaptation of ISPI’s performance improvement standards and models in Rwanda in an effort to initiate a human and institutional development program to strengthen local government agencies and the civil society, explained by Steven Kelly and John Palmucci. The next article by Aurora Seguinot Cruz and Dwayne Dunn is a case study on improving customer satisfaction, quality, and performance involving a cable service provider and would be an insight for those practicing human performance technology (HPT).

Evidence-Based Onboarding

Evidence-Based Onboarding

As we all know, people make organizations successful or unsuccessful. Your employees are the ones who deliver on your organization’s promise to your customers. They are the face of your brand to your customers. Think of some of your favorite brands and their promise to you. Publix–where shopping is a pleasure; Disneyland–the happiest place on earth; or Target–expect more, play less. How do you align your employees’ behaviors to the promises you make to your customers?