Abstract
This paper presents a model for assessing the business benefits of training in a typical service sector context. It suggests that training provision has a fundamental role to play in delivering strategic objectives. Earlier attempts to demonstrate the benefits that stem from investments in training have frequently been constrained by being limited to financial measures. The model developed here uses a balanced score card approach and argues that training is essentially aimed at changing the behaviour of the trainee and that measures of benefits must primarily consider the impact of employee behaviour on business performance. Flowing from this the model contains a range of measures related to employee performance, commitment and retention, as well as issues related to customer satisfaction. Copyright © 2000 John Wiley & Sons, Ltd.
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