Essential to the GM STC program’s success is to know how it’s doing - to
measure the effectiveness of the curriculum and the delivery of the media. This ensures
the training program continually meets its objectives. The program utilizes the
following levels of evaluation:
Participant Satisfaction
A technician’s reaction to a course is a main factor in gauging its
usefulness. On a monthly basis, GM STC instructors and internal subject matter
experts receive this information to continuously update and improve
the courseware.
Participant Learning
Service technicians complete a post-test upon completion of a course component. This
type of evaluation captures the technicians’ knowledge gained as they pass through
a course component and through the overall training program.
Participant Transfer of Skills to the Job
Another measurement of an overall training program’s effectiveness is an evaluation
of whether the service technician has transferred what was learned and demonstrated
in class to the dealership. Ongoing analyses of performance data are conducted to
monitor the relationship between training and skills transfer so they can integrate
the results into the overall evaluation.
Business Impact Due to Skills Transfer
How does training impact the business? Good question and one under active
investigation. Critical areas, such as customer satisfaction and call center
activity, are being analyzed to see how training is contributing to performance
improvement in these areas.
