Index
A business goals and value, 9
accomplishments, 8 business measures and needs, 24-31
accountability, 40  
accuracy, 68-70, 81, 91 C
action, 8, 58 case studies
action plans, 7 Global Financial Services (GFS), 11,
action verbs, 66-67, 81 13-15, 119-33. See also Global
activities, 6 Financial Services (GFS)
analyses, 20-21, 31-32, 33 Metro Transit Authority (MTA), 15-16
application objectives Nations Hotel, 11, 12-13
benefits of, viii, 5-10, 79-80 cash flow, discounted, 113-14
development of, 80-82 chain of impact, 3
examples of, 12-13, 14, 16, 85-87, 88 communication, 60
exercise on, 87-88, 139 compliance, 75
for Global Financial Services (GFS), conditions
126-28 for application objectives, 81
impact objectives vs., 90-91 for learning objectives, 68, 69
overview of, 3 for objectives, 3
performance needs for, 31-32 content of programs
topics for, 83-84 action and, 58
uses of, 83, 85 amount of, 57
assessments of managers, 34 application/impact objectives and, 6
  measurements for, 43
B objectives and, v-vi
balanced scorecards, 95-96 as powerful, 56
BCR (benefit-cost ratio), 108-9 reaction objectives and, 52-53
Bloom’s taxonomy, 73-74 relevancy of, 58
budgets, 40-42, 46 control and objectives, vi-vii
costs deceptive feedback cycle and, 61-62
of problems, 22-23 of facilitators, 59-60, 61
of projects, 40-42, 46 of overall satisfaction, 59
savings of, 17-22 evaluators, vi-vii, 85, 102
covert objectives, 67-68 exercises
criteria application objectives, 87-88, 139
for application objectives, 81 application/impact objectives, 6
for impact objectives, 91 impact objectives, 103-4, 139-40
for learning objectives, 68-70 input objectives, 48, 137
for objectives, 4 learning objectives, 77, 138-39
  reaction objectives, 63-64, 138
D expenses, 40-42, 46
data  
business measures and, 25-29 F
collection of, 9-10 facilitation, 7-8, 74, 83, 101, 116
for evaluation, vi facilitators, vi-vii, 59-62, 80
sources of, 29-30 facilities, 59
types of, 92, 93-94  
See also measurements G
deadlines, 4 Global Financial Services (GFS)
deceptive feedback cycle, 61-62 application objectives for, 126-28
definitions, 1-4, 90 impact objectives for, 129-31
delivery, 43-44, 60 input objectives for, 120-22
demonstrations, 34 learning objectives for, 124-26
design objectives for software implementation,
application/impact objectives and, 6 11, 13-15
of programs, 60, 74, 83, 101, 116 reaction objectives for, 122-24
designers, vi-vii, 6-7 ROI objectives for, 131-33
development scenario for, 119-20
application objectives, 80-82 goals, business, 9
impact objectives, 90-94 group discussions, 7
learning objectives, viii, 66-70, 71  
objectives, vii-viii H
reaction objectives, 50-54 hard data, 25-27, 93-94
ROI objectives, 108-12  
discounted cash flow, 113-14  
discussions and facilitation, 7 I
disruptions, 44-45 impact objectives
  application objectives vs., 90-91
  business needs for, 24-31
E development of, 90-94
efficiencies, 42, 57 examples of, 13, 14, 16, 102-3
employees, 38, 55-56 exercise on, 103-4, 139-40
environment, 59 for Global Financial Services (GFS),
evaluations 129-31
application/impact objectives and, purpose of, viii, 3, 5-10, 89-90, 103
9-10 topics for, 93-100
data for, vi uses of, 100-102
incomplete objectives, 4-5 marketing, 74, 102, 116-17
influence, 80 measurable objectives, v
input needs, 35 measurements
input objectives establishment of, 99-100
criteria for, 38 for impact objectives, 91-93, 96-100
examples of, 46-47 resources for, 85
exercise on, 48, 137 for ROI objectives, 112-14
for Global Financial Services (GFS), types of, 38-45
120-22 Metro Transit Authority (MTA), 15-16
input needs for, 35 missing objectives, 5
purpose of, viii, 2, 37-38 motivation, 55
topics for, 38-45  
uses for, 45-46 N
instructional objectives, v-vi Nations Hotel, 11, 12-13
intangible data, 94-95 needs
internal rate-of-return (IRR), 114 analysis of, 20-21
  business, 24-31
J input, 35
job analysis and coverage, 33, 39 learning, 32-34
  payoff, 17-24
K performance, 31-32
key performance indicators (KPI), 9 preference, 35
knowledge, skills, and attitudes (KSAs), nonspecific objectives, 5
71-73  
  O
L objectives
learning needs, 32-34 control and, vi-vii
learning objectives definition of, 1-4
benefits of, 2, 65-66, 76 examples of, 11-16
categories for, 70-74 levels of, 2-4
development of, viii, 66-70, 71 Mager on, v-vi
examples of, 12, 14, 15-16, 75-76 as measurable, v
exercise on, 77, 138-39 needs and, 17, 18, 36
for Global Financial Services (GFS), problems with, 4-5
124-26 purpose of, ix, 4
learning needs for, 32-34 quality of, 68-69, 81, 91
uses of, 74-75 quiz on, 141-46
  specificity of, 51-52, 90
M speed in, 68-69, 81, 91
Mager, Robert, v-vi stakeholders and, vi-vii, 10-11
management and ROI (return-on success in, 6
investment), 115-16 time in, 4, 40
managers tips for, vii-ix
application and, 85 See also specific types
assessments of, 34 observations, 33-34
control of objectives and, vi opportunities, 24
objectives and, 10-11 outcomes, 1
  See also results
outsourcing, 45 parameters of, 37-38
overt objectives, 67-68 planning of, 46
  recommendations of, 60
P scope of, 39
participants support for, 46
application and, 79-80 usefulness of, 54-55
application objectives and, 85 value of, 56
communication to, 60  
confidence of, 75 Q
control of objectives and, vi-vii quality of objectives, 68-69, 81, 91
duration and, 40 quiz, objectives, 141-46
expectations of, 8-9 quizzes, 7
impact objectives and, 101  
perception of, 51 R
performance of, 67-68, 81 reaction objectives
preparation of, 54 benefits of, viii, 2, 49-50
reactions of, 50 challenges with, 62-63
payback period, 113 development of, 50-54
payoff needs, 17-24 examples of, 12, 14, 15, 62-63
performance measures and needs, 31-32, exercise on, 63-64, 138
96,99 for Global Financial Services (GFS),
performance of participants, 67-68, 81 122-24
power and objectives, vii preference needs for, 35
preference needs, 35 topics for, 53-60
problems uses for, 60-62
analysis of, 31-32 recommendations of projects, 60
costs of, 22-23 results, v-vi, 1
profit, 17-22 rewards for employees, 55-56
programs ROI (return-on-investment), 107, 109-12,
application/impact objectives and, 5-6 114-16, 117
delivery of, 60 ROI Institute, 147-49
design of, 60, 74, 83, 101, 116 ROI objectives
designers of, vi-vii, 6-7 development of, 108-12
facilitation of, 101, 116 examples of, 13, 14
marketing of, 74, 102, 116-17 formulas for, 107
objectives and, 4 for Global Financial Services (GFS),
purpose of, 9 131-33
ROI (return-on-investment) and, 117 measurements for, 112-14
sponsors of, vi-vii, 9 payoff needs for, 17-24
projects purpose of, viii, 3, 105-6, 118
appropriateness of, 55 uses for, 116-17
costs of, 40-42, 46 role plays, 6-7
delivery of, 43-44, 59  
as disruptions, 44-45 S
efficiency of, 57 scope, 39
location of, 44 scorecards, 95-96
necessity of, 55 skill practices, 6-7
origin of, 43-44, 45-46 soft data, 27-29, 92, 93, 95
   
specificity of objectives, 51-52, 90 U
speed and objectives, 68-69, 81, 91 unclear objectives, 4
sponsors, vi-vii, 9  
staffing, 38  
stakeholders, vi-vii, 6, 10-11 V
success and objectives, 6 value, vii, 24, 56
  verbs, action, 66-67, 81
T  
tangible data, 94-95 W
task analysis, 33 What’s in it for me? (WIIFM), 8, 85
technology, 45 workshop, ROI Institute, 147-49
tests, 7-8, 34  
time and objectives, 4, 40  
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