Case Study: Training Program Audit

Client

The IT training group of one of the largest research-based pharmaceutical and health care products companies in the world.

Situation

Facing an increase demand for services, the IT training group wanted to get an independent perspective as to “how we are doing” and “whether or not we are doing things right.” TrainSmart was hired to conduct a training audit to assist the client in identifying opportunities to enhance their performance.

Engagement

The focus of the audit was twofold:

• Customer (internal) satisfaction
• Industry benchmarking

In determining customer satisfaction, TrainSmart conducted a focus group with the IT staff and individual interviews with 20 IT clients and management. In addition, TrainSmart reviewed ITs training documentation and on-line resources. Regarding the industry benchmarking, TrainSmart designed and conducted a customized, on-line survey with comparable pharmaceutical companies. The results of the data collection were documented in a final report that included a series of recommended actions ranging from critical to urgent to as soon as possible.