Learning Program Performance Audit & Strategic Recommendations
Comprehensive assessment and strategic roadmap for global hospitality organization's new hire training programs
The Challenge
A global hospitality organization needed to evaluate the effectiveness of their new hire training programs across three customer service departments (Reservations Sales, Customer Care, and Guest Assistance). Leadership expressed concerns about inconsistent training quality, unclear learning outcomes, and limited evidence of business impact. The organization required an objective assessment with data-driven recommendations to optimize their learning approach and demonstrate ROI.
My Role & Approach
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Conducted comprehensive audit of new hire training programs across three departments serving 500+ contact center agents
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Analyzed training modalities (instructor-led, eLearning, independent work), content quality, and assessment rigor using instructional design best practices
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Reviewed existing training content against four critical components: measurable objectives, engaging activities, practice opportunities, and aligned assessments
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Evaluated learning measurement approach against Kirkpatrick's Four Levels of Evaluation model
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Interviewed stakeholders and reviewed completion data, assessment results, and performance metrics
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Identified strategic opportunities for microlearning implementation and trainer optimization
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Developed prioritized recommendations addressing content design, delivery methods, assessment strategy, and measurement frameworks
The Work
My audit approach included evaluating the program across five dimensions: training modalities, instructional design quality, assessment effectiveness, measurement rigor, and strategic learning opportunities.
Figure 1: Audit framework showing five evaluation dimensions and data sources
Training Modality Analysis
I analyzed the balance of instructor-led training (ILT), eLearning, and independent work across departments. Key findings revealed:
Reservations Sales
Heavy ILT focus was appropriate for audience needs, but lacked guided support during on-the-job training
Customer Care
eLearning-heavy approach was suitable but could increase support mechanisms
Guest Assistance
Higher proportion of trainer-led sessions than necessary; opportunities to shift content to eLearning and self-paced work
Instructional Design Quality Assessment
Using best practice framework (objectives, activities, practice, assessment), I evaluated content quality. Analysis revealed significant gaps:
Key Findings
Figure 2: Summary of key findings across training modality, content quality, assessment rigor, and measurement gaps
Assessment Effectiveness Review
Deep dive into final assessments revealed critical issues: 38% of learners (228 of 599) missed zero or only one question out of 26 total. This abnormally high pass rate indicated either teaching to the exam or assessments that were too easy. Assessment presence, format, and enforcement varied inconsistently across departments, appearing systemic rather than isolated.
Kirkpatrick Evaluation Model Analysis
Despite organizational intention to follow Kirkpatrick's model, implementation was inconsistent:
Level 1 (Reaction): Surveys used inconsistently; not standardized
Level 2 (Learning): Formal assessments present but lacked rigor
Level 3 (Behavior): Limited to Voice of Customer results
Level 4 (Results): Tracked KPIs but unclear connection to training
Level 5 (ROI): Not calculated; no benchmarks established
Training effectiveness was measured only through completion percentages and satisfaction scores, missing critical learning and business impact metrics.
Strategic Recommendations
Figure 3: Strategic recommendations prioritized across content design, assessment strategy, measurement frameworks, and strategic initiatives
Strategic Opportunities Identified
Identified significant opportunities to implement microlearning strategy: frontload introductory content before formal training, create bite-sized reference materials for common topics, convert repetitive content into reusable modules, and shift topical content to videos, job aids, and quick-reference formats.
The Impact
Provided leadership with comprehensive assessment identifying systemic gaps in training design, delivery, and measurement
Delivered 12 prioritized recommendations across content design, trainer optimization, assessment strategy, and evaluation frameworks
Identified opportunity to optimize trainer time by 20-30% through strategic shift to eLearning for lecture content
Recommended microlearning strategy with potential to reduce training time while improving retention and application
Established foundation for implementing rigorous Kirkpatrick evaluation approach, enabling data-driven training decisions
Positioned organization to measure true ROI of training investments and align cross-training decisions with performance data
Organization implemented several recommendations including standardized learning objectives, enhanced assessment rigor, and pilot microlearning initiatives.
Client Feedback
Skills Demonstrated
Performance Consulting | Learning Program Evaluation | Needs Analysis & Diagnostics | Data Analysis | Stakeholder Engagement | Instructional Design Best Practices | Assessment Strategy | Kirkpatrick Evaluation Model | Strategic Recommendations | Change Management | Consulting Methodology