Deep in benchmarking: using industry standards to assess a training program

ABSTRACT

At the University of Missouri - Columbia's Information and Access Technology (IAT) Services, InfoTech Training compares the results of their IT training program with similar training programs. Benchmarking studies assess best practices from organizations throughout the world and measures actual training operations against those best practices. InfoTech Training's primary project goal was to measure program performance against industry standards and best practices. This paper explores the challenges of:

• Determining which benchmarking services to utilize
• Collecting data for various benchmarking studies
• Comparing and analyzing data
• Measuring performance improvement
• Measuring trainer performance
• Analyzing findings
• Determining improvements

.From the various benchmarking surveys, InfoTech Training conducted data comparisons with industry standards gathered from other higher education institutions, government agencies, and the private sector. As a result of this comparison, InfoTech Training has established that they are meeting or exceeding the majority of the training industry standards.This paper serves as a blueprint to benchmarking an IT training department. Benchmarking is just one tool to build a top-notch program. The next step in measuring training program effectiveness is to use the benchmarking data to calculate the program's return on investment (ROI). The ROI in turn determines whether the program can justify its expenditures.

REFERENCES

• 1: American Society of Training and Development Benchmarking Services. <http://www.astd.org/virtual_community/research/measure/bnch_svcs.html>
• 2: Kirkpatrick, Donald L. Techniques for Evaluating Training Programs. ASTD Training and Development. January 1996. <http://www.astd.org/CMS/templates/index.html?template_id=1&articleid=20840>>
• 3: The Benchmarking Exchange. <http://66.124.245.130/index.htm>
• 4: IAT Services InfoTech Training. http://iatservices.missouri.edu/training

INDEX TERMS

Primary Classification:
  K. Computing Milieux
  K.3 COMPUTERS AND EDUCATION
      K.3.m Miscellaneous

General Terms:
Management, Measurement, Performance

Keywords:
Kirkpatrick's levels of evaluation, benchmarking, best practices, industry standards, return on investment, training