Abstract

A service company selling and repairing complex hardware is always tightly pressed to reduce the labor hours of its service engineers in the filed to reduce cost of service and to keep the profit margins on contracts high. Such companies relies highly on intensive technical training for such engineers to enable them right field skills, improving their performance and addressing the areas of high cost of service. It is very important for such high capital companies to look into ROI of the training and to frame a metric by which business results can be related with investment on the training and overall business value of the training could be assessed. For such companies, usual ROI or L3/L4 measurements do not work. There is requirement to develop business metrics which relates to effectiveness of the training rather than ROI. Essentially it can be called as Return on Effectiveness. This paper presents a practical model to measure effectiveness in stages for such service training.