Performance Consulting & ROI Measurement Flashcards
7 cards from real CPT practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Performance Consulting & ROI Measurement flashcards as text
In performance consulting, a 'performance gap' is defined as:
Answer: The difference between desired performance and actual performance
A performance gap is the measurable difference between the expected (desired) level of performance and the current (actual) level of performance.
Which data collection method is MOST effective for identifying systemic organizational performance issues during a needs analysis?
Answer: Triangulation using multiple data sources
Triangulation—using multiple data sources such as interviews, observations, and records—provides a more complete and reliable picture of systemic performance issues.
When conducting a performance consulting engagement, which stakeholder group should be interviewed FIRST to align on business goals?
Answer: Senior leaders and sponsors
Senior leaders and sponsors define the strategic business goals, so consulting with them first ensures all subsequent analysis is aligned with organizational priorities.
An 'intangible benefit' in an ROI study is BEST described as:
Answer: A benefit that cannot be credibly converted to monetary value
Intangible benefits are measurable improvements (e.g., improved morale, teamwork) that cannot be credibly or cost-effectively converted to a monetary value.
Which of the following BEST represents a leading indicator in performance measurement?
Answer: Employee behavior change observed immediately after training
Leading indicators, like immediate behavior change post-training, predict future performance outcomes and are observed before lagging outcomes (like revenue) can be measured.
A performance consultant presents findings to a client but recommends NO training intervention. This is appropriate when:
Answer: The root cause is a process, resource, or environmental issue—not a skill gap
Recommending against training is appropriate and ethical when analysis reveals that the performance issue stems from non-training factors like faulty processes or inadequate resources.
The concept of 'fully-loaded costs' in an ROI study means:
Answer: Including all costs associated with the program, including development, materials, and participant time
Fully-loaded costs capture every cost associated with a training program—including design, development, delivery, evaluation, and the opportunity cost of participant time—to ensure an honest ROI calculation.