如何通过训练提高ROI人力资本（PDF31）(1)

HowtoEnhanceROIofHumanCapitalThroughTrainingHowtoEnhanceROIofHumanCapitalThroughTrainingPresenter:RaymondLo,SeniorManagerDeloitteHumanCapitalAdvisoryServicesLimited21June2002HowtoEnhanceROIofHumanCapitalThroughTrainingAnOverviewWhyCareaboutROIofHumanCapital?EnhancingROIofHumanCapitalTrainingInitiativesMeasuringTrainingEffectivenessQ&AHowtoEnhanceROIofHumanCapitalThroughTrainingWhyCareaboutROIonHumanCapital?WhatisHumanCapital?HumanCapital(“HC”):ƒisanintangibleassetofacompanyƒinspiresideasthatignitevaluesƒfinancialanalystspayhigherattentiononHCleveragesonmeasuringthecompany’sworth¾E.g.GeneralElectric,Nokia,Microsoft¾Intelligenceandvaluesofemployeescangeneratemulti-foldofrevenuesandarereflectedonstockpricesHowtoEnhanceROIofHumanCapitalThroughTrainingWhyCareaboutROIonHumanCapital?HumanCapitalComponentsHumanCapitalKnowledgeManagementSkills&KnowledgeCreativityLessonsLearntUndocumentedMethodologiesIdeas&InsightsMarketResearchTechnicalKnow-How&EducationHowtoEnhanceROIofHumanCapitalThroughTrainingWhyCareaboutROIonHumanCapital?CorporateInvestmentonHumanCapitalHumanCapitalUS$1.0–3.1TrillionCustomerAssetsOrgan’lAssetsBusinessRelationshipIntellectualAssetsIntangibleAssetsTangibleAssetsUS$2.0TrillionUS$10.4TrillionMarketValuesUS$12.4TrillionHowtoEnhanceROIofHumanCapitalThroughTrainingWhyCareaboutROIonHumanCapital?WhyCareaboutROIofHumanCapital?Managementisconcernedwith:ReducingOperatingCostsIncreasingProductivity,Efficiency&EffectivenessHowtoEnhanceROIofHumanCapitalThroughTrainingWhyCareaboutROIonHumanCapital?CalculatingROITraditionalROICalculation:TotalBenefits–TotalCostsTotalCostsROI=x100%TotalBenefits:moneysavedandgeneratedatdirectlyorindirectlyTotalCosts:includetangibleandintangiblecostsHowtoEnhanceROIofHumanCapitalThroughTrainingWhyCareaboutROIonHumanCapital?WhyCareaboutROIofHumanCapital?Today,employeecostscanexceed40%ofcorporateexpenses(Dr.JacFitz-enz)ƒTomeasuretheeffectivenessofresourcesallocation,itiscriticaltoevaluatetheROIinhumancapitalManagementneedsasystemofmetricsthatdescribesandpredictsthecostandproductivitycurvesofitsworkforceƒ“Quantitative”measuresƒ“Qualitative”measuresHowtoEnhanceROIofHumanCapitalThroughTrainingWhyCareaboutROIonHumanCapital?MeasuringROIofHumanCapital“Quantitative”measuresƒtendtowardmeasuringcosts,capacityandtimeƒtellwhathavehappened“Qualitative”measuresƒfocusonvalueandhumanreactionsƒgiveideasofwhythingshappenedƒalsoofferinsightsofresults,anddriversorcauses¾E.g.PoorproductqualityÆincreasesincosts(e.g.re-workandscrap)andprolongsdeliverytimeÆreducescustomersatisfaction(losecustomers)ÆincreasesmarketingcoststoattractnewcustomersHowtoEnhanceROIofHumanCapitalThroughTrainingWhyCareaboutROIonHumanCapital?CaseStudy#1AnAustralian-basedbankinginstituteisexperiencinghighturnoverofstaffrecentlysincethenewoperationsofthecustomerservicecentre.Theturnoverratehasreachedthehistoricalhighestof40%.Besideshighturnover,theabsenteeismrateisextraordinaryhighascomparedtootherdepartments.ManagementisveryworriedaboutthissituationandurgestheHRDepartmenttorevealtheunderlyingreasons.TheHRDepartmenthasinvitedanumberofcustomerservicecentrestaffforfocusgroupmeetings.Theydiscoveredthatstafffindthecustomermanagementsystem(CMS)difficulttooperateandhasnoclearinstructions.Theyalwaysfeelfrustrationtocompletesimpletasksbykeepingthecustomerwaitforalongtime.Theyalsofeelnoaccomplishmentontheirjob.HowtoEnhanceROIofHumanCapitalThroughTrainingWhyCareaboutROIonHumanCapital?CaseStudy#1(cont’d)Questionstoask:1.Whatdoyouthinkis(are)thecause(s)ofhighstaffturnover?2.Whatresolution(s)wouldyousuggesttotheHRDepartment?3.Howshouldtheresultbemeasured?HowtoEnhanceROIofHumanCapitalThroughTrainingWhyCareaboutROIonHumanCapital?CaseStudy#1(cont’d)Fromthefocusgroupdiscussion,HRDepartmentrealizesthatthestafflackpropertrainingonoperatingthesystem.Notthatthesystemiscomplicated,butthestaffarejustnotfamiliarwiththesysteminterface.Consequently,theHRDepartmenthasproposedanumberofsolutionstothemanagement:1.TechnicalTrainingonCMSOperation2.HighPerformerCampaign3.SimplificationoftheCMSFunctionsHowtoEnhanceROIofHumanCapitalThroughTrainingWhyCareaboutROIonHumanCapital?CaseStudy#1(cont’d)Formeasuringtheimprovementofstaff’sperformance,HRDepartmentreliesdataon:1.StaffAbsenteeismRate2.CustomerSatisfactionQuestionnaire3.CustomerComplaintsRate4.ExitInterviewswithStaffResignedAsaresult,thestaffturnoverratereduceto5%andcustomercomplaintsdropsto3incidentsper1000calls.Note:ThisstudywasconductedinDecember2001.HowtoEnhanceROIofHumanCapitalThroughTrainingWhyCareaboutROIonHumanCapital?HowtoMeasureROIofHumanCapital?TimeEfficiencywithoutROIconsiderationNo.ofOutputzEfficiencywithROIconsiderationzHowtoEnhanceROIofHumanCapitalThroughTrainingWhyCareaboutROIonHumanCapital?LookingforROIEnhancementHCaccountsabout20%to30%ofacompany’stotalworth(Fortune1000companies)ƒCreateaKnowledgeManagementSystemtofosterknowledgeretentionwithinthecompany¾Generalknowledgeassets–i.e.ubiquitousknowledge¾Businessknowledgeassets–i.e.companyspecificƒEnhancetheknowledgeofstaffbysharinginformationamongstthem¾