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Measuring Leadership Development: Quantify Your Program's Impact and ROI on Organizational Performance by Rebecca Ray, Patti Phillips, Jack Phillips

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CHAPTER 12Case Study: Return on Investment in Business Coaching*

THE LEARNING AND development team at the Nations Hotel Corporation was challenged to identify learning needs to help executives find ways to improve efficiency, customer satisfaction, and revenue growth in the company. A key component of the program was the development of a formal, structured coaching program: Coaching for Business Impact (CBI). The corporate executives were interested in seeing the actual return on investment for the coaching project. This requirement caused the designers to alter the program to focus on results.

This case study provides critical insights into how coaching creates value, including return on investment, in an organization with a variety of measures. ...

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