Issue 40 [ISSN 1712-4670]

Performance is your reality. Forget everything else.

Harold Geneen

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September 18-20, 2008 in
Vancouver, BC


"I'd admit that until we attended your "CRG TTT" workshop I was not aware of the significant advantages that the CRG tools had over other assessments like DISC or MBTI. But by far the CRG tools are the most powerful and valuable tools that we have used. Without question every HR or Training professional needs to attend your workshop to truly understand the powerful design and impact that your tools have, there is no replacement for being there."

Ryan Gibson
Knowledge Brokers International


Secrets of Sucess Journal
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Focus on Professional Development

Performance Improvement and
Results Are What Really Matter

Performance:  The execution of an action; something accomplished; the fulfillment of a claim, promise, or request; implementation; competence

When we think of training, development, or interventions, the primary focus must be measuring performance improvement and results. Otherwise, why bother? Yet many HR and Training Departments do not have any pre-post performance measurements in place.

Many training and HR departments still use Kirkpatrick’s four levels of training evaluation. I agree with my colleague Dr. Alan Weiss that 3 out of the 4 measures have nothing to do with actual results.

  • Reaction of student: What he or she thought and felt about the training
    Sorry. The way you felt about the training really does not matter.
  • Learning: The resulting increase in knowledge or capability
    Learning or knowledge not implemented will have little impact.
  • Behavior: Extent of behavior and capability improvement and implementation/application
    Do these behavior changes actually cause a positive shift or increase in the bottom line?
  • Results: The effects on the business or environment resulting from the trainee's performance
    Finally. We are measuring something that really matters!

As you can see, using this model does not focus on the most important reason for development—improvement and results. In fact, for the past 5 years, I have not used attendee evaluation forms.

In my experience, attendees made more comments about the room, food, or temperature than the actual content of the program. Or they did not like certain activities, regardless of whether or not they were effective.

Even though over the past few years there has been more focus on shifting the development industry (both internal and external providers) to accountable and measurable results, there is still a long way to go.

The amount of investment wasted in training is enormous. Because results are not measured, who knows how much that might be?

To realize results and performance improvement, here are some steps to consider.

  1. Establish the area(s) where you see performance improvement opportunities or current frustrations.

  2. Confirm the existing performance benchmarks before you even consider a training or improvement process—
    measurements such as cost per sale, grievances per employee, errors per thousand, and so on.

  3. Do not proceed with any intervention until you have a measurement in place. Motherhood statements like improve our customer service or leadership mean nothing and are not acceptable.

    Replace motherhood statements with specific measurements, for example:

  4. Now that you have confirmed your current performance levels, determine what each increment in performance improvement means in terms of return to the organization.

    - What are the benefits to the company if the customer service rating increases from 75% to the 85%?

    It may seem obvious client loyalty will also increase, but research in some industries proves this assumption is false. Client behavior did not shift because customer satisfaction levels increased.

    Why would you invest in a program that has no tangible or measurable results? I trust you would not!

  5. Document the benefits of the performance improvements.

  6. Verify your Return-On-Investment (ROI).

    - How much will it cost in direct and indirect investment to achieve the 85% client satisfaction levels?

    You would think that is a simple task but I am amazed at how many businesses never calculate the ROI.

    This works both ways on the ledger.

    - I have seen organizations spend thousands of dollars to earn hundreds. That math is not advisable.

    - I have also known decision-makers who see only the investment, not the ROI, and so decide not to implement any performance improvements—even when returns of 1000% were being estimated. In one example, the ROI was conservatively 10 to 1 but the executives would not invest the $100,000 to achieve the million-dollar increase!

  7. Before you go ahead, ensure all your measurement criteria and methodologies are in place.

  8. Only at this point are you ready to proceed with your intervention . . . because you have the information you need.

  9. Launch.

  10. Track and measure to confirm your assumptions were correct. Adjust, as  required. Don’t be locked into a failing process.

Now create or acquire assessments to do your pre-post measurements.

As you can see, the majority of the effort is upfront and in your preparation. Just know that is it is well worth the time for everyone involved!

The following CRG resources have application in the measurement processes for individuals, teams, and at the organizational level.

Are You Ready to Experience CRG's 3-Day Train-The-Trainer
Transformational Event?

If you are a leader or an independent/internal professional developer desiring to make a difference in other people’s lives,
this event is for you!

CRG’s TTT orientation program focuses on your personal and professional development.

Why? For you to have credibility using our transformational resources with others, you must experience the power of our processes firsthand.

You will . . .

  • Realize the key factors of why 80% of individuals dislike their job or work—from feelings of mild irritation to loathing—and what to do about it.
  • Learn a simple yet powerful strategy to immediately accelerate others’ success.
  • Become aware of how to instantly increase your credibility and effectiveness with others and how to teach others to do the same.
  • Discover why over 85% of professionals prefer and switch from the competitions’ resources and why CRG’s tools cannot be compared to others in the marketplace.
  • Understand the importance of a holistic and congruent development model and how CRG’s family of resources (100 +) fulfills this critical principle.
  • Identify how to incorporate CRG resources to provide solutions for your specific client group and their needs.
  • Appreciate that you have instantly increased your value and capabilities for serving your constituents by attending this event.

And much more . . .

You are in great company with CRG! Hundreds of thousands of users—in more than 20 countries and 8 languages, over the past 30 years—have already experienced The CRG Difference.

From individuals, families, educational institutions, and small businesses to large
associations and Fortune 500 companies, CRG’s resources have had the privilege of helping restore and holistically enrich people’s lives.

Register now for our event in Vancouver, BC:

September 20, 21, 22, 2007
November 15, 16, 17, 2007

Space is Limited.

If you are interested in knowing how you can attend this transformational program, please contact Carol Carter.

Toll-Free in North America:        1-866-852-4347
International Clients:                   604 852-0566

Download the TTT PDF!

Our Risk-Free Guarantee ensures you will lose nothing and gain everything.

Take yourself and your organization to the next level.
Attend our next session!

Note: If you qualify for the Alumni rate, you can participate at less than our cost!

Second Edition of CRG's Secrets of Success Journal Ready to Download!

Download SOS II Now!

New articles and new content to serve you and your clients . . .

  • Relationship Fitness
  • Road Warrior Syndrome
  • Are You Really Living On Purpose?
  • Why Don’t You Sell The Way That I Buy?
  • Why Do Professionals Prefer CRG Solutions?

If you want to access the print-based version of SOS II, please contact Krista at the CRG the office for details. Find out how you can get complimentary copies of the SOS II.

Upcoming Events

CRG’s Train-The-Trainer I
Where:            Vancouver, BC
When:             September 20, 21, 22, 2007

Ken Keis Presenting on “Leadership”
Private event for London Drugs
Where:            Vancouver, BC
When:             September 29, 2007

Ken Keis Presents “Assess For Success”
International Association for Career Consulting Conference
Where:            San Antonio, TX
When:             October 11, 12, 13, 2007

CRG’s Train-The-Trainer I
Where:            Vancouver, BC
When:             November 15, 16, 17, 2007

What´s New?

  • CRG Moves to New Head Office Location

As a result of our continued growth over the past 5 years, CRG has moved the Head Office to larger premises.

Unit #4 – 32905 Ventura Avenue
Abbotsford, BC  V2S 6A3

Please feel free to stop in for a visit!

  • Secrets of Success Journal II (SOS II)

Now ready to download.

Or, you can access the print-based version.

The SOS has been revised with fresh articles, updated copy, and the latest details of the CRG family of resources.

  • Welcome, Carol Carter!

CRG’s New Sales & Business Development Specialist
Our new Sales and Business Development Specialist has spent several years in the career development and HR field. She has assumed Neal Diamond’s responsibilities at CRG, as Neal has accepted a position with one of CRG’s clients.

Working with CRG full-time, Carol will contact all the Associates within the next couple of months. She lives in Delta (a suburb of Vancouver) and expects to be meeting many of our Greater Vancouver Associates in person.

  • New Position Available at CRG

Want to work in a dynamic and fun entrepreneurial environment? If you qualify, here’s your chance!

    • Marketing Expert: New Position

    CRG is seeking an individual who can work with the entire CRG team to design, implement, and track an overall CRG marketing plan. This includes the ability to write marketing copy—in both print and online formats. Because this position will be remunerated on results, not activities, you must be confident in your ability to deliver and have a proven track record!

All positions are located at CRG’s Head Office in Abbotsford, BC. If you are interesting in applying, please email your résumé to