The New Paradigm - Outsourcing Training:
Listening to the Voice of the Customer

Old Paradigm New Paradigm Training Volume "Happy Sheet" End of Class survey "Shot Gun" approach to offering courses HRD determines source to be offered Employees viewed as a unit of training Training viewed as "cure all" Success determined by internal HR measures Multiple vendor interfaces Internal Resources mostly focused on administrative and operational task with low impact Cost Center Impact of Training Behavior change and Return on Investment Focus curriculums tied to business needs Business determines the courses they need Employees viewed as customer Front End Analysis determines if training is best solution Success determined by customer satisfaction measurements and ROI One Vendor interface Internal Resources focused on strategic Company and HR Core work with high impact Business Partner, adding value to the business