A new toolkit to a new quality approach. Measuring employee behaviour within the context of service quality improvement.

Anthony van Zonnenveld, Felix Malten and Eric Sondervan

This paper addresses the problem of converting employee training into demonstrable results. It describes the 'programmatic organization development' approach that looks at both the problem of transfer and the retaining of effects, and starts with the company's corporate strategy and covers a variety of measures, including both skills training and adjustment of the organizational structure and working processes.

A new toolkit to a new quality approach. Measuring employee behaviour within the context of service quality improvement

Eric SondervanNIPO BV, The NetherlandsFelix MaltenPostkantoren BV, The Netherlands andAnthony van ZonneveldMandev Europe BV, The Netherlands

One of the problems associated with employee training programmes is that they rarely show demonstrable results at the shop floor. This is mainly caused by the so-called transfer problem, meaning that skills that are learned in the training room or laboratory are not reproduced in the working environment (Tziner, Haccoun & Kadish, 1991). The few training programmes that do produce...

WARC subscribers can sign in to keep reading

Not a subscriber?

Schedule your live demo with our team today

WARC helps you to plan, create and deliver more effective marketing

  • Prove your case and back-up your idea

  • Get expert guidance on strategic challenges

  • Tackle current and emerging marketing themes

We’re long-term subscribers to WARC and it’s a tool we use extensively. We use it to source case studies and best practice for the purposes of internal training, as well as for putting persuasive cases to clients. In compiling a recent case for long-term, sustained investment in brand, we were able to support key marketing principles with numerous case studies sourced from WARC. It helped bring what could have been a relatively dry deck to life with recognisable brand successes from across a broad number of categories. It’s incredibly efficient to have such a wealth of insight in one place.

Insights Team
Bray Leino

You’re in good company

We work with 80% of Forbes' most valuable brands* and 80% of the world's top top-of-the-class agencies.

* Top 10 brands