Reference no: EM132875157

The Harmony remote is a universal remote control that can replace up to 15 remote controls. While it sounds simple, many consumers have questions and they keep Harmony's call centre very busy. Maintaining this centre can be expensive and poorly trained support agents can affect customer satisfaction and, subsequently, the success of the product. So Logitech, makers of the remote, decided to redesign the training program used to educate new support agents about the Harmony technology. Harmony's redesigned training program blended elearning technology with a traditional classroom setting while reducing the training from 12 to eight days. The goal for Logitech was to improve the support experience for customers in terms of quality and callhandle time, and reduce the overall cost of the training. For the purpose of evaluation, they looked at the average handle time of a call, customer satisfaction ratings, and first-call resolution (dealing with the customer's concerns during the first call without any follow-up required). Immediately after the training, the 162 participants completed a survey about the training program. The results revealed considerable success in enhancing capability-78 percent said they had acquired a high level of knowledge and skills and 74 percent had a high level of confidence in their ability to apply their learning in their new jobs. When it came to the transfer of learning to the job, 73 percent of respondents reported a high level of learning application and proficiency one month after training.

Question:

How would you conduct a utility analysis of the Harmony remote training program? What information do you have? What additional information do you require to conduct a utility analysis?