Human Resources Case Study

Proving the Value of HR

ROI Case Studies

By Patricia Pulliam Phillips, Ph.D. and

Jack J. Phillips, Ph.D.

Distributed by: ROI Resource Center

P.O. Box 380637 Birmingham, AL 35238-0637

www.roiinstitute.net

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© 2007 ROI Institute, Inc.

The case studies presented in this book have been previously published in the following publications and are reprinted here with permission.

Chapters 1, 3, 4, 5, and 6 Phillips, J.J., Stone, R.D., Phillips, P.P., The Human Resources Scorecard (Butterworth-Heinemann, Woburn, MA, 2001).

Chapter 2 Phillips, J.J., In Action: Volume 2 Measuring Return on Investment (ASTD, Alexandria, VA, 1997)

Chapters 7 and 8 Phillips, J.J., Phillips, P.P., In Action: Volume 3 Measuring Return on Investment, ASTD, Alexandria, VA, 2001)

Chapter 9 Phillips, J.J., Phillips, P.P., In Action: Retaining Your Best Employees (Alexandria, VA, ASTD, 2002)

Chapters 10 and 11 Phillips, J.J., Phillips, P.P., In Action: Measuring Return on Investment in the Public Sector (Alexandria, VA, ASTD, 2002)

All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means—electronic, mechanical, photocopying, recording, or other- wise—without the prior written permission of the publisher.

ISBN-13: 978-0-9790285-1-9 ISBN-10: 0-9790285-1-5

10 9 8 7 6 5 4 3 2 1

Printed by EBSCO Media, Birmingham, Alabama, USA.

Distributed by: ROI Resource Center

P.O. Box 380637 Birmingham, AL 35238-0637

www.roiinstitute.net

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How to Use this Casebook These cases present a variety of approaches to evaluating human

resources, learning and development, and performance improvement training programs. The cases focus on evaluation at the ultimate level— return on investment (ROI). Collectively, the cases offer a wide range of settings, methods, techniques, strategies, and approaches and represent manufacturing, service, and governmental organizations. Target groups for the programs vary from all employees to managers to technical spe- cialists. As a group, these cases represent a rich source of information about the strategies of some of the best practitioners, consultants, and researchers in the field.

Each case does not necessarily represent the ideal approach for the specific situation. In every case it is possible to identify areas that might benefit from refinement or improvement. That is part of the learning process—to build on the work of other people. Although the implementation processes are contextual, the methods and techniques can be used in other organizations.

Table 1 represents basic descriptions of the cases in the order in which they appear in the book. This table can serve as a quick reference for readers who want to examine the implementation approach for a particular type of program, audience, or industry.

Using the Cases There are several ways to use this book. It will be helpful to anyone

who wants to see real-life examples of the return on investment of spe- cific programs. The authors recommend the following four uses:

1. This book will be useful to professionals as a basic reference of practical applications of measurement and evaluation. A reader can analyze and dissect each of the cases to develop an under- standing of the issues, approaches, and, most of all, possible refinements or improvements.

2. This book will be useful in group discussions in which interested individuals can react to the material, offer different perspectives, and draw conclusions about approaches and techniques. The questions at the end of each case can serve as a beginning point for lively and entertaining discussion.

3. This book will serve as a supplement to other textbooks. It pro- vides the extra dimensions of real-life cases that show the out-

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x Proving the Value of HR—ROI Case Studies

comes of human resources, learning and development, and per- formance improvement programs.

4. Finally, this book will be extremely valuable for managers who do not have primary human resources, learning and development, or performance improvement responsibility. These managers pro- vide support and assistance to the staff, and it is helpful for them to understand the results that their programs can yield.

It is important to remember that each organization and its program implementation are unique. What works well for one, may not work well for another, even if they are in similar settings. This book offers a variety of approaches and provides an arsenal of tools from which to choose when evaluating programs.

Follow-Up Space limitations necessitated that some cases be shorter than the

authors would have liked. Some information concerning background, assumptions, strategies, and results had to be omitted. If additional infor- mation on a case is needed, we are pleased for you to contact us directly at [email protected] or [email protected].

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10 Evaluating the Impact of a Graduate

Program in a Federal Agency

Federal Information Agency

This case was prepared to ser ve as a basis for discussion rather than to illustrate either effective or in- effective administrative and management practices. All names, dates, places, and organizations have been disguised at the request of the author or organization.

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C H A P T E R

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