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Assessing training effectiveness: I...

Kornett, Barry A.

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Assessing training effectiveness: International deployment of Six Sigma methods and lean concepts supported by knowledge management.

Record Type:	Electronic resources : Monograph/item
Title/Author:	Assessing training effectiveness: International deployment of Six Sigma methods and lean concepts supported by knowledge management./
Author:	Kornett, Barry A.
Description:	204 p.
Notes:	Source: Dissertation Abstracts International, Volume: 65-10, Section: A, page: 3665.
Contained By:	Dissertation Abstracts International65-10A.
Subject:	Education, Business. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3151488
ISBN:	049611610X

Assessing training effectiveness: International deployment of Six Sigma methods and lean concepts supported by knowledge management.
Kornett, Barry A.

Assessing training effectiveness: International deployment of Six Sigma methods and lean concepts supported by knowledge management. - 204 p.

Source: Dissertation Abstracts International, Volume: 65-10, Section: A, page: 3665.

Thesis (Ph.D.)--Walden University, 2004.

The purpose of this study was to investigate the effectiveness of a company-sponsored training initiative deploying Six Sigma concepts, lean methods, and knowledge management techniques. The problem addressed was whether or not the simultaneous teaching of Six Sigma concepts, lean methods, and knowledge management techniques could be successfully deployed across an internationally dispersed customer service organization. Research was conducted using a quasi-experimental design embedded in a case study. Over the course of 18 months, customer service personnel throughout the United States, Asia, and Europe received training.

ISBN: 049611610XSubjects--Topical Terms:

1017515
Education, Business.

Assessing training effectiveness: International deployment of Six Sigma methods and lean concepts supported by knowledge management.
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245 1 0 $a Assessing training effectiveness: International deployment of Six Sigma methods and lean concepts supported by knowledge management.
300 $a 204 p.
500 $a Source: Dissertation Abstracts International, Volume: 65-10, Section: A, page: 3665.
500 $a Adviser: James Stahley.
502 $a Thesis (Ph.D.)--Walden University, 2004.
520 $a The purpose of this study was to investigate the effectiveness of a company-sponsored training initiative deploying Six Sigma concepts, lean methods, and knowledge management techniques. The problem addressed was whether or not the simultaneous teaching of Six Sigma concepts, lean methods, and knowledge management techniques could be successfully deployed across an internationally dispersed customer service organization. Research was conducted using a quasi-experimental design embedded in a case study. Over the course of 18 months, customer service personnel throughout the United States, Asia, and Europe received training.
520 $a Findings indicated that the training initiative was effective and successful. One hundred percent of all projects started received customer sponsorship. An overall project closure rate of 93.5% was realized across all three regions. More specifically, a 100% project closure rate was reached in the United States and European regions; only a 60% closure rate was realized in the Asian region. On average, completed projects delivered a 15:1 return on investment, derived using a gross dollar calculation of total project dollars saved divided by total program costs. Teaching and course materials, highly ranked on student surveys, were perceived as effective when assessed by Kirkpatrick and Phillips training criteria.
520 $a Research was limited to a small percentage of the population (86 students representing 37.4%) of the customer service organization within a single company. These limitations, in addition to differences in research findings between the Asia region and the regions of Europe and the United States, represent research opportunities. Future research might investigate how a multicultural environment (where English is a second language for a significant number of students) affects teaming dynamics, teaching material comprehension, and training effectiveness. Subsequent research could also assess whether training conducted during this study resulted in positive behavioral change as evidenced by students who, during normal work duties, continue to regularly employ the problem solving tools and techniques learned during training.
590 $a School code: 0543.
650 4 $a Education, Business. $3 1017515
650 4 $a Education, Industrial. $3 1017516
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