ROI in Action Casebook

List of Figures and Exhibits xv

Preface xix

1. Measuring ROI in Effective Meeting Skills A Telecommunications Equipment Manufacturer 1
Patricia Pulliam Phillips

2. Measuring ROI in Business Coaching: A Global Hotel Chain 41
Jack J. Phillips

3. Measuring ROI in Sales Training: A Pharmaceutical Company 67
Ron Drew Stone

4. Measuring ROI in a Career Development Initiative: A Global Computer Company 103
Holly Burkett

5. Measuring ROI in a Sales Training Programme: An International Hotel Company 131
Peter Haigh, edited by Jane Massy

6. Measuring ROI in Coaching for New-Employee Retention: A Global Media Company 155
Lisa Ann Edwards and Christina Lounsberry

7. Measuring ROI in Operational and Quality Training: A Plastics Manufacturing Company for the Prepared Foods Industry 171
Kirk Smith

8. Measuring ROI in a Professional Development Day: A Technical College 185
Jennifer Janecek Hartman and Leah Woodke

9. Measuring ROI in Sales Training in a Nonprofit Business: An Information Technology Company 203
Lisa Sallstrom

10. Measuring ROI in RxSource: An Electronic Documentation Tool: A Pharmacy Benefit Management Company 217
Nathan Faylor, Isabelle Maisse, and Kristen Neal

11. Forecasting ROI in a Performance Improvement Training Program: A Healthcare Organization 259
Bonnie L. Carpenter

12. Measuring ROI in Negotiations SkillsTraining: A Mortgage Company 287
Kendall Kerekes, Kelly Coumbe, John Ruggiero, and Sanam Razzaghi

13. Measuring ROI in Manage by Fact (MBF) Training: An Automotive Wheels Manufacturing Company 317
Alaster Nyaude

14. Measuring ROI in an Employee Retraining Program: A Global Copper Mining and Manufacturing Company 335
Christian Faune, Marcelo Mardones, Jaime Rosas Saraniti, and Rodrigo Lara Fernandez

Index 351

About the Editors 365

Special Offer from ROI Institute 377