In this case study, JetBlue University had already established a solid training system for its current employees; however, with JetBlue’s continued success and consistent growth there had been an increase in available positions. The influx of new employees had overwhelmed the training department, and to ensure cost and time efficiency, i recommended creating a standardized, “Principle of Leadership” (POL) course to ensure the continued success of its top-notch customer service.
In this case study, I recommended evaluating the program, gathering multiple stakeholders’ feedback, and providing stakeholders with an executive summary of the results. This way participants feel heard, leadership can determine return on investment, and the training department can identify areas for improvement.
Evaluation of the program included Kirkpatrick and Kirkpatrick’s Four Levels of Evaluation (2006): Level 1 (Hearing the learner's feedback and level of satisfaction with the program)
Assesses learners’ reactions to the training
Ensures a learner-centric program
Level 2 (Determining the effectiveness of the program - i.e., leadership's level of satisfaction with the program)
Measures the level of learning that has occurred
Ensures the programming is a good fit for the organization’s needs
Provides management solid data, demonstrating the effectiveness of the program
Level 3 (Determining the impact of the program - i.e., gaining leadership buy-in to the program)
Assesses to what extent learners were able to apply knowledge gained to their current practice
Provides another source of data for management, to help leadership understand the return-on-investment (ROI) for this course
Level 4 (Determining the impact of the program - i.e., is this a win/win for everyone, including the clients?)
Assesses how effective the training was in increasing positive outcomes
Online surveys would be distributed to JetBlue passengers to determine if the new employees have maintained the high level of customer service being provided
Kirkpatrick, D.L. & Kirpatrick, J.D. (2006). Evaluating training programs (3rd ed.) San Francisco, CA: Berrett-Koehler Publishers, Inc.