Chapter Fourteen

Evaluating Performance Consulting

George M. (Bud) Benscoter

Opening Vignette
Eileen P., the director of organization development for a medium-sized pharmaceutical firm, has generally been satisfied with the job her department has done over the past few years. Clients seem pleased with the department's output, but Eileen recognizes that a process for assessing the overall effectiveness of their offerings is lacking. Eileen has been doing her own research into some of the techniques being used by progressive organizations to measure the true impact of their programs on organizational goals and objectives. Some have even successfully measured return on investment and found some programs to be lacking.
Eileen has decided to explore ...

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