人力資源之如何通過培訓提升人力資源的投入產出比（ROI）

1、.How to Enhance ROI of Human CapitalThrough TrainingPresenter:Raymond Lo, Senior ManagerDeloitte Human Capital Advisory Services Limited21 June 2002How to Enhance ROI of Human Capital Through Training;An OverviewWhy Care about ROI of Human Capital?Enhancing ROI of Human CapitalTraining InitiativesMe

2、asuring Training EffectivenessQ&AHow to Enhance ROI of Human Capital Through TrainingWhy Care about ROI on Human Capital?What is Human Capital?Human Capital (“HC”):is an intangible asset of a companyinspires ideas that ignite valuesfinancial analysts pay higherattention on HC leverages onmeasuri

3、ng the companys worthE.g. General Electric, Nokia,MicrosoftIntelligence and values ofemployees can generate multi-foldof revenues and are reflected onstock pricesHow to Enhance ROI of Human Capital Through TrainingWhy Care about ROI on Human Capital?Human Capital ComponentsLessonsLearntTechnicalKnow

4、-How &EducationIdeas &InsightsCreativityHumanCapitalKnowledgeManagementSkills &KnowledgeHow to Enhance ROI of Human Capital Through TrainingMarketResearchUndocumentedMethodologiesWhy Care about ROI on Human Capital?Corporate Investment on Human CapitalHumanCapitalUS$1.0 3.1CustomerAssets

5、TangibleAssetsUS$2.0 TrillionIntellectualAssetsTrillionOrganlAssetsIntangibleAssetsBusinessRelationshipMarket ValuesUS$12.4 TrillionUS$10.4 TrillionHow to Enhance ROI of Human Capital Through TrainingWhy Care about ROI on Human Capital?Why Care about ROI of Human Capital?Management is concerned with

6、:ReducingOperatingCostsIncreasingProductivity,Efficiency&EffectivenessHow to Enhance ROI of Human Capital Through TrainingWhy Care about ROI on Human Capital?Calculating ROITraditional ROI Calculation:ROI =Total Benefits Total CostsTotal Costsx 100%Total Benefits: money saved and generated at di

7、rectly orindirectlyTotal Costs: include tangible and intangible costsHow to Enhance ROI of Human Capital Through TrainingWhy Care about ROI on Human Capital?Why Care about ROI of Human Capital?Today, employee costs can exceed 40%of corporate expenses (Dr. Jac Fitz-enz)To measure the effectiveness of

8、 resourcesallocation, it is critical to evaluate the ROIin human capitalManagement needs a system of metricsthat describes and predicts the cost andproductivity curves of its workforce“Quantitative” measures“Qualitative” measuresHow to Enhance ROI of Human Capital Through TrainingWhy Care about ROI

9、on Human Capital?Measuring ROI of Human Capital“Quantitative” measurestend toward measuring costs, capacity and timetell what have happened“Qualitative” measuresfocus on value and human reactionsgive ideas of why things happenedalso offer insights of results, and drivers orcausesE.g. Poor product qu

10、ality increases incosts (e.g. re-work and scrap) and prolongsdelivery time reduces customersatisfaction (lose customers) increasesmarketing costs to attract new customersHow to Enhance ROI of Human Capital Through TrainingWhy Care about ROI on Human Capital?Case Study #1An Australian-based banking i

11、nstitute is experiencing high turnover of staff recently sincethe new operations of the customer service centre. The turnover rate has reached thehistorical highest of 40%. Besides high turnover, the absenteeism rate is extraordinaryhigh as compared to other departments.Management is very worried ab

12、out this situation and urges the HR Department to revealthe underlying reasons. The HR Department has invited a number of customer servicecentre staff for focus group meetings. They discovered that staff find the customermanagement system (CMS) difficult to operate and has no clear instructions. The

13、y alwaysfeel frustration to complete simple tasks by keeping the customer wait for a long time.They also feel no accomplishment on their job.How to Enhance ROI of Human Capital Through TrainingWhy Care about ROI on Human Capital?Case Study #1 (contd)Questions to ask:1.2.3.How to Enhance ROI of Human

14、 Capital Through TrainingWhat do you think is (are) the cause(s) ofhigh staff turnover?What resolution(s) would you suggest to theHR Department?How should the result be measured?Why Care about ROI on Human Capital?Case Study #1 (contd)From the focus group discussion, HR Department realizes thatthe s

15、taff lack proper training on operating the system. Not thatthe system is complicated, but the staff are just not familiar withthe system interface.Consequently, the HR Department has proposed a number ofsolutions to the management:1.2.3.Technical Training on CMS OperationHigh Performer CampaignSimpl

16、ification of the CMS FunctionsHow to Enhance ROI of Human Capital Through TrainingWhy Care about ROI on Human Capital?Case Study #1 (contd)For measuring the improvement of staffs performance, HRDepartment relies data on:1.2.3.4.Staff Absenteeism RateCustomer Satisfaction QuestionnaireCustomer Compla

17、ints RateExit Interviews with Staff ResignedAs a result, the staff turnover rate reduce to 5% andcustomer complaints drops to 3 incidents per 1000 calls.Note: This study was conducted in December 2001.How to Enhance ROI of Human Capital Through TrainingWhy Care about ROI on Human Capital?How to Meas

18、ure ROI of Human Capital?Efficiency with ROIconsiderationEfficiencywithout ROIconsiderationTimeHow to Enhance ROI of Human Capital Through TrainingNo. of OutputWhy Care about ROI on Human Capital?Looking for ROI EnhancementHC accounts about 20% to 30% of a companys totalworth (Fortune 1000 companies

19、)Create a Knowledge Management System to fosterknowledge retention within the companyGeneral knowledge assets i.e. ubiquitous knowledgeBusiness knowledge assets i.e. company specificEnhance the knowledge of staff by sharing informationamongst themEncourage information sharingProvide accessibility to

20、 authorized personnelHow to Enhance ROI of Human Capital Through TrainingEnhancing ROI of Human CapitalTranslation of ROI of Human CapitalReturn onInvestment (ROI)Performance /ProductivityMotivationalDrivesTrainingNeedsPotentialAbilitiesBehaviorsStaffsEffortsAbilitiesCorporate Assets Human CapitalHo

21、w to Enhance ROI of Human Capital Through TrainingEnhancing ROI of Human CapitalEnhancing ROI Through HR StrategiesReward rightMotivate rightperformanceEmployeeRewardsManagementbehaviorsTraining &MotivationEnhanceDevelopmentEmployeeRelationsROI ofHumanCapitalRecruitment& SelectionDevelop rig

22、ht skills/ competenciesFoster rightcultureHow to Enhance ROI of Human Capital Through TrainingPlace rightpeople on jobsTraining InitiativesTraining InitiativesAnalyzing training needsSoft skills training vs. Technical skills trainingManufacturingServicingHiManufacturingLowHow to Enhance ROI of Human

23、 Capital Through TrainingTechnical SkillsSoft SkillsLowServicingHiIndustryTraining InitiativesTypes of TrainingLeadership SeriesChange ManagementConflict ResolutionsEmployee MotivationTime and Project ManagementDeveloping Self-ConfidenceTeam BuildingLeadership and DelegationHR Management Series Trai

24、n-the-TrainersEffective RecruitmentBehavioral and Stress Interview Training forManagersInterpersonal SkillsSeriesEffective CommunicationsProblem Solving SkillsPresentation and Public SpeakingNegotiationHow to Enhance ROI of Human Capital Through TrainingTraining InitiativesBenefits of TrainingTraini

25、ngTime ManagementBehavioral and StressInterviewingEffectiveCommunicationsTeam BuildingPresentation and PublicSpeakingHow to Enhance ROI of Human Capital Through TrainingBenefitsIncrease work process and efficiencySelect higher quality workforceEnhance interdepartmental communicationsIncrease work pr

26、ocedures and processCreate a team spiritInfluence and convince othersGive confidence to othersTraining InitiativesCase Study #2An US-based insurance company is expanding its business in Asia.With its century old experience in North America, it gains over 30%market share in the home country. It is pl

27、anning to growexponentially in Asia, particularly in China, because it foresees thepotential of the Asian market after Chinas accession to the WTO.The headquarters has initiated a massive recruitment campaign inHong Kong. The management faced no problems in recruitingbusiness development individuals

28、 in Hong Kong, and they would likethe newly recruited business development individuals to exploit theChina market.How to Enhance ROI of Human Capital Through TrainingTraining InitiativesCase Study #2 (contd)Two months after the recruitment process, themanagement realized that the sales volume does n

29、otincreased much, even though workforce has beenincreased by 20%. The management is anxious to knowthe underlying reasons. Thus, a committee is formed toinvestigate the root causes of the stagnant situation. Inthe research report, the committee addresses a numberof issues:1.2.3.Unfamiliarity of the

30、industry regulations in ChinaLack of business development experiencesNo motivation on hitting higher sales targetHow to Enhance ROI of Human Capital Through TrainingTraining InitiativesCase Study #2 (contd)Questions to ask:1.2.3.Is there a need for training?What types of training would yourecommend?

31、How effective would the training be?What to be measured?How to Enhance ROI of Human Capital Through TrainingTraining InitiativesCase Study #2 (contd)The committee has proposed several training initiativesto improve the current status, which include:1.2.3.Industrial Knowledge TrainingSoft Skills Trai

32、ning (SalesTechniques and Presentation Skills)Teamwork and Motivation OutwardBoundHow to Enhance ROI of Human Capital Through TrainingTraining InitiativesCase Study #2 (contd)The committee set out a number of performance indicators to measure theeffectiveness of the training programs. These indicato

33、rs include:1.2.3.4.Written Test Examination (to test industry knowledge)Random Tape-Recording Conversation (to control the sales quality)Customer Satisfaction Survey / Customer Complaints Report (to fostercustomer service and professionalism of staff)Team and Individual Rewards (to motivate higher s

34、ales effort)How to Enhance ROI of Human Capital Through TrainingMeasuring Training EffectivenessImpacts of Ignoring Training InvestmentReduce work efficiencyStaff with no training normally needs six times thetime to take up the same tasks as those who are trainedIncrease staff turnoverTraining can e

35、nhance staff retention as they becomemore satisfy on their jobHow to Enhance ROI of Human Capital Through TrainingMeasuring Training EffectivenessImpacts of Ignoring Training Investment (contd)Lower gross profit margins andlower income per employeeA four-year study conducted bythe American Society of Trainingand Development shows thatcompanies which spend moremoney on training have highergross profit margin (24% higher)and income per employee (218%higher) than those spend lessHow to Enhance ROI of Human Capital Through TrainingMeasuring Training EffectivenessMeas