The document outlines a training evaluation plan for an accounting firm to introduce the use of instant messaging (IM) software for quicker internal communication. It will evaluate the training at four levels: reaction to the content and delivery, learning as measured during and after training, behavior like confidence and usage within 30 days, and impact on reducing customer complaints and improving communication within 6 months of training. The evaluation will utilize methods like feedback forms, observation, interviews, surveys and comparison of pre-and post-training customer complaint logs to measure the objectives at each level.

1. Training Evaluation Plan

2. Brief Background of the Company
• Its an Accounting Firm
• Manpower - 50-60 employees
• Average Age of employee is 40-50
• Employee dispersed across the county
• Existing mode of communication : Phone
and e-mail

3. Background Cont…
Problem Areas:
• Slow / ineffective Communication
• Customer complaints have increased in the past
due to delay in response time by the employees.
Management Objectives:
• To introduce IM ( Instant Message) usage for
quick internal communication.
• Company has a licensed software for IM tool.

4. TRAINING EVALUATION PLAN
Evaluation
Level
Objectives Evaluation
Methods
When Responsible
Level 1 –
Reaction • Positive
Feedback
(content,
trainer,
environment)
• Suggestions
for
improvement
• Evaluation
Form
• End of
training
• Trainer
Level 2 – Learning
• To Download,
set- up and
use IM
• Activity Demo
(hands-on)
• During and
after the
training
• Trainer
• Participants
Level 3 –
Behavior • Effective
usage of IM
(confidence,
active,
appropriate
use)
• Random
observation
• Interview with
the Manager
• Employee
Survey
• Within 30
days of
training
• Month 2 after
conducting
the training
• Trainer
• Manager
• Trainer

5. TRAINING EVALUATION PLAN
Cont…
Evaluation
Level
Objectives Evaluation
Methods
When Responsible
Level 4 – Impact /
ROI
• 100% IM usage
within first 3
months
• Improved internal
communication.
• Reduce customer
complaints by 5%
with respect to
delayed response
time in 6 months
• IT Logs
• One on one
with Upper
Management.
• Compare
previous 6
months
Customer
Complaints Logs
with post
training logs.
• 3 months
• 3 months
• 6 months
• IT
• Upper mgmt.
• Customer
Support