THE AUTHORS Patricia Pulliam Phillips is an internationally recognized author, consultant, and president and CEO of ROI Institute, Inc. Phillips provides consulting services to organizations worldwide. She helps organizations build capacity in the ROI Methodology by facilitating the ROI certification process and teaching the ROI Methodology through workshops and graduate-level courses. Jack J. Phillips is chairman of the ROI Institute, Inc. A world-renowned expert on measurement and evaluation, Phillips provides consulting services for Fortune 500 companies and workshops for major conference providers around the world. Phillips is the author or editor of more than thirty books and more than one hundred articles. ROI Institute, Inc., is a benchmarking, research, and information-sharing organization that provides consulting services, workshops, and certification in the ROI Methodology. Widely considered the leading authority on evaluation and measurement of learning and development in organizations, ROI Institute conducts workshops and offers certification for thousands of practitioners through a variety of strategic partners.

• List of Figures and Exhibits xvPreface xix1. Measuring ROI in Effective Meeting Skills A Telecommunications Equipment Manufacturer 1Patricia Pulliam Phillips2. Measuring ROI in Business Coaching: A Global Hotel Chain 41Jack J. Phillips3. Measuring ROI in Sales Training: A Pharmaceutical Company 67Ron Drew Stone4. Measuring ROI in a Career Development Initiative: A Global Computer Company 103Holly Burkett5. Measuring ROI in a Sales Training Programme: An International Hotel Company 131Peter Haigh, edited by Jane Massy6. Measuring ROI in Coaching for New-Employee Retention: A Global Media Company 155Lisa Ann Edwards and Christina Lounsberry7. Measuring ROI in Operational and Quality Training: A Plastics Manufacturing Company for the Prepared Foods Industry 171Kirk Smith8. Measuring ROI in a Professional Development Day: A Technical College 185Jennifer Janecek Hartman and Leah Woodke9. Measuring ROI in Sales Training in a Nonprofit Business: An Information Technology Company 203Lisa Sallstrom10. Measuring ROI in RxSource: An Electronic Documentation Tool: A Pharmacy Benefit Management Company 217Nathan Faylor, Isabelle Maisse, and Kristen Neal11. Forecasting ROI in a Performance Improvement Training Program: A Healthcare Organization 259Bonnie L. Carpenter12. Measuring ROI in Negotiations SkillsTraining: A Mortgage Company 287Kendall Kerekes, Kelly Coumbe, John Ruggiero, and Sanam Razzaghi13. Measuring ROI in Manage by Fact (MBF) Training: An Automotive Wheels Manufacturing Company 317Alaster Nyaude14. Measuring ROI in an Employee Retraining Program: A Global Copper Mining and Manufacturing Company 335Christian Faune, Marcelo Mardones, Jaime Rosas Saraniti, and Rodrigo Lara FernandezIndex 351About the Editors 365Special Offer from ROI Institute 377

THE AUTHORS Patricia Pulliam Phillips is an internationally recognized author, consultant, and president and CEO of ROI Institute, Inc. Phillips provides consulting services to organizations worldwide. She helps organizations build capacity in the ROI Methodology by facilitating the ROI certification process and teaching the ROI Methodology through workshops and graduate-level courses. Jack J. Phillips is chairman of the ROI Institute, Inc. A world-renowned expert on measurement and evaluation, Phillips provides consulting services for Fortune 500 companies and workshops for major conference providers around the world. Phillips is the author or editor of more than thirty books and more than one hundred articles. ROI Institute, Inc., is a benchmarking, research, and information-sharing organization that provides consulting services, workshops, and certification in the ROI Methodology. Widely considered the leading authority on evaluation and measurement of learning and development in organizations, ROI Institute conducts workshops and offers certification for thousands of practitioners through a variety of strategic partners.

• List of Figures and Exhibits xvPreface xix1. Measuring ROI in Effective Meeting Skills A Telecommunications Equipment Manufacturer 1Patricia Pulliam Phillips2. Measuring ROI in Business Coaching: A Global Hotel Chain 41Jack J. Phillips3. Measuring ROI in Sales Training: A Pharmaceutical Company 67Ron Drew Stone4. Measuring ROI in a Career Development Initiative: A Global Computer Company 103Holly Burkett5. Measuring ROI in a Sales Training Programme: An International Hotel Company 131Peter Haigh, edited by Jane Massy6. Measuring ROI in Coaching for New-Employee Retention: A Global Media Company 155Lisa Ann Edwards and Christina Lounsberry7. Measuring ROI in Operational and Quality Training: A Plastics Manufacturing Company for the Prepared Foods Industry 171Kirk Smith8. Measuring ROI in a Professional Development Day: A Technical College 185Jennifer Janecek Hartman and Leah Woodke9. Measuring ROI in Sales Training in a Nonprofit Business: An Information Technology Company 203Lisa Sallstrom10. Measuring ROI in RxSource: An Electronic Documentation Tool: A Pharmacy Benefit Management Company 217Nathan Faylor, Isabelle Maisse, and Kristen Neal11. Forecasting ROI in a Performance Improvement Training Program: A Healthcare Organization 259Bonnie L. Carpenter12. Measuring ROI in Negotiations SkillsTraining: A Mortgage Company 287Kendall Kerekes, Kelly Coumbe, John Ruggiero, and Sanam Razzaghi13. Measuring ROI in Manage by Fact (MBF) Training: An Automotive Wheels Manufacturing Company 317Alaster Nyaude14. Measuring ROI in an Employee Retraining Program: A Global Copper Mining and Manufacturing Company 335Christian Faune, Marcelo Mardones, Jaime Rosas Saraniti, and Rodrigo Lara FernandezIndex 351About the Editors 365Special Offer from ROI Institute 377

THE AUTHORS Patricia Pulliam Phillips is an internationally recognized author, consultant, and president and CEO of ROI Institute, Inc. Phillips provides consulting services to organizations worldwide. She helps organizations build capacity in the ROI Methodology by facilitating the ROI certification process and teaching the ROI Methodology through workshops and graduate-level courses. Jack J. Phillips is chairman of the ROI Institute, Inc. A world-renowned expert on measurement and evaluation, Phillips provides consulting services for Fortune 500 companies and workshops for major conference providers around the world. Phillips is the author or editor of more than thirty books and more than one hundred articles. ROI Institute, Inc., is a benchmarking, research, and information-sharing organization that provides consulting services, workshops, and certification in the ROI Methodology. Widely considered the leading authority on evaluation and measurement of learning and development in organizations, ROI Institute conducts workshops and offers certification for thousands of practitioners through a variety of strategic partners.

• List of Figures and Exhibits xvPreface xix1. Measuring ROI in Effective Meeting Skills A Telecommunications Equipment Manufacturer 1Patricia Pulliam Phillips2. Measuring ROI in Business Coaching: A Global Hotel Chain 41Jack J. Phillips3. Measuring ROI in Sales Training: A Pharmaceutical Company 67Ron Drew Stone4. Measuring ROI in a Career Development Initiative: A Global Computer Company 103Holly Burkett5. Measuring ROI in a Sales Training Programme: An International Hotel Company 131Peter Haigh, edited by Jane Massy6. Measuring ROI in Coaching for New-Employee Retention: A Global Media Company 155Lisa Ann Edwards and Christina Lounsberry7. Measuring ROI in Operational and Quality Training: A Plastics Manufacturing Company for the Prepared Foods Industry 171Kirk Smith8. Measuring ROI in a Professional Development Day: A Technical College 185Jennifer Janecek Hartman and Leah Woodke9. Measuring ROI in Sales Training in a Nonprofit Business: An Information Technology Company 203Lisa Sallstrom10. Measuring ROI in RxSource: An Electronic Documentation Tool: A Pharmacy Benefit Management Company 217Nathan Faylor, Isabelle Maisse, and Kristen Neal11. Forecasting ROI in a Performance Improvement Training Program: A Healthcare Organization 259Bonnie L. Carpenter12. Measuring ROI in Negotiations SkillsTraining: A Mortgage Company 287Kendall Kerekes, Kelly Coumbe, John Ruggiero, and Sanam Razzaghi13. Measuring ROI in Manage by Fact (MBF) Training: An Automotive Wheels Manufacturing Company 317Alaster Nyaude14. Measuring ROI in an Employee Retraining Program: A Global Copper Mining and Manufacturing Company 335Christian Faune, Marcelo Mardones, Jaime Rosas Saraniti, and Rodrigo Lara FernandezIndex 351About the Editors 365Special Offer from ROI Institute 377