Great discussion on videos !
I'm interested in the topic of results. Gauging the end product that we
are all trying to achieve with our CRM programs.
Our program has been running for six months now and I find a crossroad on
the horizon. How does one ensure continuity of the end product at the same
time gauging those results ?
In our two day initial program we have tried a little mini quiz after each
group exercise. We offer a small one page, six question form, with no
names. The questions address the issue of working within the group. Do I
feel I participated enough ? Do you feel others did ? etc.
As team building skills are explored, we can see from the quiz that some
participants feel an improvement within program. We convert the numbers
from the questionnaire into graphical data and show the group at the end of
the course how the shift occured from little or no participation to more
participation. It's more 'nice-to-know' and not so much 'need-to-know' for
the group. But do we as facilitators 'need-to-know' this information ?
The mini quiz works great for short term gauging. How do we measure the
big picture ? How do we know that we are on the right track ? At the same
time, how does one gauge the consistency of the program through the
facilitators ? If we have a team working on the program, how does one
measure the effectiveness of team and ensure they are all giving the same
product ?
Loaded questions - But I was hoping someone could give a little direction
on the topic !
Thanks
Tim
Timothy W. Manuge
Air Nova CRM Team