Context Overview
Learning investments use time and resources, but satisfaction alone does not show what people learn, apply or change at work. Each initiative needs evidence tied to its business objective, from capability acquisition to observable execution and outcomes.
The measurement model links target KPIs to role tasks and required capabilities, then tests knowledge, scenario-based application and field behaviour through assessments, CRM indicators and observations.
Comparing these signals with execution efficiency and business results makes L&D impact visible and tangible.
Stakeholders
All leadership levels across the organisation, together with peers in other departments. The measurement system was used to bring concrete data and field observations to every stakeholder conversation, turning learning into evidence that could be discussed and challenged constructively.
Deployment
- Annual survey to understand how the organisation perceives learning, comparing past experience with future expectations.
- Capture anonymous feedback on content quality, delivery methodology, pace and duration relative to learning volume, daily-work applicability and overall NPS for each initiative.
- Assess knowledge retention, command of the methodology and practical capability through scenario-based exercises.
- Where language barriers are recognised, allow participants to use locally reviewed assessment wording or respond in their local language where the format permits, so language proficiency does not distort the capability being measured.
- Observe behaviour adoption through CRM indicators and field observations recorded in purpose-built Power Platform tools.
- Compare learning, assessment and application evidence with each project’s before-and-after targets: sales efficiency, conversion and funnel health for commercial work, and perceived performance improvement elsewhere.
- Check learning retention (6 weeks after) and deploy performance support in the flow of the work for the following six months.
Metrics & Results
- Commercial onboarding ROI of 153%, measured on total training costs against additional revenue versus the peer-role median in the six months after sign-off.
- Across 22 product-launch and go-to-market projects, participants meeting the full standard—journey completion, assessment above 60%, and expected tool and behaviour adoption—outperformed other participants by around 32% in results.
- Of those who completed Skills Mastery, 27% participated in targeted reinforcement pathways to address identified capability gaps.
- Overall NPS rose from 60 to 81.6, then held at that level for two years.
- Positive perception of training increases from 67% to 92% in two years.
- Working time invested in learning rose from a 5% standard to around 15% per year, measured on training requests and on average actual delivery time across the target population.
Competencies, Frameworks and Tools
Design of end-to-end learning measurement systems; perception and satisfaction analysis; assessment architecture across knowledge, methodology, and applied skills; behavioural observation and field evaluation; correlation analysis between learning evidence and business KPIs; ROI modelling; retention tracking and follow-up design; digital tool building on low-code platforms; evidence-based reporting and data storytelling with leadership.
Kirkpatrick Model; 6Ds of Breakthrough Learning; Net Promoter Score; scenario-based assessment; Microsoft Power Platform (Power BI, Power Apps, Power Automate, Dataverse, Copilot Studio); Microsoft Forms; Excel; SharePoint; Salesforce.com CRM; LMS and assessment platforms; coaching app.