The Human Resources Scorecard Book

	Preface
	Acknowledgments
Pt. I	The Need for ROI in Human Resources
Ch. 1	The Business Case for ROI	2
	Approaches to HR Accountability	3
	Why ROI?	12
	A Credible Approach	18
	Barriers to Implementing the ROI Process	34
	Benefits of Implementing the ROI Process	36
	Final Thoughts	38
	References	40
Ch. 2	Initial Analysis and Planning	42
	Evaluation: Project Requirements	43
	Level of Objectives for HR Programs	46
	Linking Evaluation with Needs	52
	Planning for Measurement and Evaluation	57
	Shortcut Ways to Plan for the Evaluation	62
	Final Thoughts	64
	Further Reading	64
Pt. II	The ROI Process, Step-by-Step
Ch. 3	Collecting Data During HR Program Implementation	68
	Measuring Reaction and Satisfaction	69
	Measuring Skill and Knowledge Changes	83
	Conclusion	98
Ch. 4	Collecting Data After HR Program Implementation	100
	Measuring Application and Implementation	100
	Capturing Business Impact Data	140
	Selecting the Appropriate Method for Each Level	163
	Shortcut Ways to Capture Business Impact Data	165
	Conclusion	167
Ch. 5	Isolating the Effects of an HR Program	168
	Preliminary Issues	169
	The Ten Strategies	171
	Using the Strategies	194
	Conclusion	195
	References	195
Ch. 6	Converting Data to Monetary Value	197
	Preliminary Issues	198
	Strategies for Converting Data to Monetary Values	200
	Converting Output Data to Contribution	200
	Calculating the Cost of Quality	203
	Converting Employee Time	204
	Historical Costs	205
	Internal and External Experts' Input	205
	Values from External Databases	206
	Participant Estimates	207
	Supervisor Estimates	208
	Senior Manager Estimates	209
	HR Staff Estimates	210
	Selecting the Appropriate Strategy	210
	Accuracy and Credibility of Data	211
	Conclusion	214
	References	215
Ch. 7	Monitoring the Cost of Human Resource Programs	216
	Cost Strategies	217
	Major Cost Categories	222
	Cost Accumulation and Estimation	226
	Summary	232
	Reference	232
Ch. 8	Calculating the Actual Return on Investment	233
	Basic Issues	234
	Benefit/Cost Ratio	235
	ROI Formula	236
	BCR/ROI Case Application	237
	Other ROI Measures	241
	Utility Analysis	243
	Consequences of Not Providing an HR Solution	244
	ROI Issues	245
	Conclusion	248
	References	248
Ch. 9	Identifying Intangible Measures	249
	Key Issues	250
	Employee Satisfaction	252
	Employee Withdrawal	254
	Customer Service	256
	Team Effectiveness Measures	257
	Conclusion	260
	References	260
Ch. 10	Communicating Results	261
	Why Be Concerned About Communicating Results?	262
	Principles of Communicating Results	264
	A Model for Communicating Results	266
	Shortcut Ways to Provide Feedback and Communicate with Clients	298
	Final Thoughts	299
Pt. III	Important Issues with ROI Implementation
Ch. 11	Forecasting the ROI	302
	Why Forecast ROI?	302
	The Tradeoffs of Forecasting	304
	Pre-Project ROI Forecasting	306
	Forecasting ROI with Reaction Data	314
	Forecasting ROI with Learning Data	319
	Forecasting ROI with Application of Skills and Competencies	322
	ROI at Level 4: Business Results	325
	Shortcut Ways to Forecast ROI	325
	Final Thoughts	326
Ch. 12	Implementation Issues	327
	Planning the Implementation	327
	Preparing the HR Staff	337
	Initiating the ROI Process	343
	Management Team	346
	Monitoring Progress and Communicating Results	350
	Conclusion	350
	References	351
Pt. IV	Case Applications
Ch. 13	Sexual Harassment Prevention (Healthcare Inc.)	354
	Background	355
	Events Leading to Program	355
	The Program: Design, Development, and Implementation	356
	Why ROI?	357
	Data Collection	358
	ROI Analysis	360
	ROI Analysis Plan	361
	Reaction and Learning Data	363
	On-the-Job Application	363
	Business Impact	364
	Program Costs	367
	Monetary Benefits from Program	368
	Program Costs	370
	ROI Calculation	371
	Questions for Discussion	372
Ch. 14	Competency-Based Pay System (National Crushed Stone Company)	373
	Background	373
	Competency-Based Pay	374
	ROI Drivers	375
	Development and Implementation	376
	Evaluation Methodology	377
	Control Group Selection	377
	Evaluation Planning	378
	Results: Reaction and Learning	381
	Application/Use	381
	Business Impact	384
	Program Costs	386
	Intangible Benefits	387
	Forecast Value	389
	Questions for Discussion	389
Ch. 15	Absenteeism Reduction Program (Metro Transit Authority)	390
	Background	390
	Causes of Problems and Solutions	391
	Objectives of the Initiatives	392
	Data Collection	393
	Isolating the Effects of the Initiatives	395
	Converting Data to Monetary Values	397
	Costs for Initiatives	399
	Results: Reaction, Learning, and Application	400
	Business Impact	400
	Monetary Benefits	401
	Costs	402
	ROI Calculation	403
	Questions for Discussion	403
Ch. 16	Stress Management (Midwest Electric Inc.)	404
	Background	404
	Program Planning and Design	407
	Program Results	419
	Questions for Discussion	438
Ch. 17	Safety Incentive Program (National Steel)	439
	Background	439
	A Performance Problem	440
	The Needs Assessment	440
	The HR Solution	441
	The Measure of Success	441
	The Incentive Plan	442
	Implementation of the Incentive Plan	442
	Cost Monitoring	443
	Data Collection and Analysis	443
	Data Interpretation and Conclusion	446
	Calculating the Return on Investment	447
	Communication of Results	447
	Questions for Discussion	448
Ch. 18	Executive Leadership Development (Imperial National Bank)	449
	Background	449
	Initiation of the Leadership Development Program	450
	Data Collection Plan	452
	Reaction and Learning	457
	Application	459
	Business Impact	461
	Program Costs	463
	ROI Analysis	469
	Intangible Benefits	472
	Results	474
	Questions for Discussion	475
Ch. 19	Technology-Based Learning (United Petroleum International)	477
	Background	478
	Designing and Implementing the Solutions	479
	The Technology Learning Competency Program (TLC)	480
	Measurement Methods and Data Analysis	481
	ROI Model and Process	482
	The Data Collection Plan and ROI Analysis Plan	483
	Levels 1 and 2 Data	486
	Levels 3 and 4 Data	486
	Isolating the Effects	488
	Design and Implementation Costs	489
	Levels 3 and 4 Results	491
	ROI Results	492
	Intangible Benefits	492
	Learning Issues from the Study	493
	Reporting to Stakeholder Groups	494
	Questions for Discussion	495
	Self-Test: How Results-Oriented Are Your Human Resources Programs?	496
	Index	505