new horizons computer learning centers & metrics that matter
TRANSCRIPT
New
Hor
izon
s C
ompu
ter
Lear
ning
Cen
ters
New
Hor
izon
s C
ompu
ter
Lear
ning
Cen
ters
& M
etric
s th
at M
atte
r&
Met
rics
that
Mat
ter
Dia
ne
Tu
luce
anu
,Pro
duct
Mar
ketin
g M
anag
erN
ew H
oriz
ons
of W
ashi
ngto
n D
.C.
New
New
Hor
izon
s &
Met
rics
that
Mat
ter
Hor
izon
s &
Met
rics
that
Mat
ter
►N
ew H
oriz
ons
Com
pute
r Le
arni
ng C
ente
rs►
Why
Met
rics
that
Mat
ter?
►N
ew H
oriz
ons
in A
ctio
n ►
Fav
orite
Rep
orts
►1-
800-
Flo
wer
s--
a C
ase
Stu
dy►
Q&
A
Abo
ut N
ew H
oriz
ons
Abo
ut N
ew H
oriz
ons
Wor
ld’s
Lar
gest
Inde
pend
ent C
ompu
ter
Tra
inin
g C
ompa
ny
•23
+ y
ears
in th
e tr
aini
ng b
usin
ess
•25
7+ c
ente
rs in
56
coun
trie
s•
$393
mill
ion
in s
yste
m-w
ide
reve
nue
(200
3)•
2.3
mill
ion
stud
ent d
ays
of tr
aini
ng
•2,
400
inst
ruct
ors
-2,
100
clas
sroo
ms
-2,
100
sale
s pe
ople
New
Hor
izon
s of
Was
hing
ton,
D.C
.
•2
loca
tions
–D
.C. a
nd T
yson
s C
orne
r•
Wha
t do
you
wan
t to
lear
n? H
ow d
o yo
u w
ant t
o le
arn
it?
Why
did
we
enro
ll in
Met
rics
that
Mat
ter?
Why
did
we
enro
ll in
Met
rics
that
Mat
ter?
►M
icro
soft
▪20
02 C
ertif
ied
Tra
inin
g P
artn
er m
anda
te
►N
ew H
oriz
ons
Of W
ashi
ngto
n, D
.C.
Sea
rchi
ng F
or:
▪A
qua
lity
cont
rol t
ool
▪Im
part
ial c
olle
ctio
n of
stu
dent
feed
back
▪N
o co
nfid
ence
in p
aper
res
ults
▪B
ette
r cu
stod
y of
“th
e ev
iden
ce”
MT
M Im
pact
on
New
Hor
izon
s D
.C.
MT
M Im
pact
on
New
Hor
izon
s D
.C.
►T
rain
ing
Man
agem
ent
►In
stru
ctor
s►
Sal
es►
Cus
tom
ers
►M
anag
emen
t
►B
est P
ract
ices
with
MT
M?
▪If
you
have
it–
US
E IT
!▪
If yo
u do
n’t h
ave
it-G
ET
IT!
Tra
inin
g M
anag
emen
t’s P
ersp
ectiv
eT
rain
ing
Man
agem
ent’s
Per
spec
tive
►O
ne
of
the
Bes
t In
vest
men
ts o
f N
ew H
ori
zon
s!
►Im
plem
enta
tion
2002
▪In
stru
ctor
sco
res
drop
ped
initi
ally
▪S
tude
nts
beca
me
“saf
e” to
say
wha
t the
y fe
el▪
Flip
flop
–bo
ttom
to th
e to
p!
▪Lo
ng p
roce
ssin
g tim
es &
que
stio
nnai
res
►Le
vels
the
Pla
ying
Fie
ld▪
Tra
inin
g, p
rom
otio
n, jo
b se
curit
y =
Cus
tom
er S
atis
fact
ion
▪D
iscu
ssio
ns s
hift
from
dre
ss c
odes
to p
erfo
rman
ce▪
Sen
ior
man
agem
ent h
as r
egai
ned
conf
iden
ce in
dat
a
▪In
stan
t fee
dbac
k on
new
inst
ruct
ors
and
recr
uits
▪In
stan
t fee
dbac
k on
faci
litie
s, s
ales
, cou
rsew
are
▪S
ee th
e va
lue
of d
eliv
erin
g qu
ality
trai
ning
Inst
ruct
or P
ersp
ectiv
eIn
stru
ctor
Per
spec
tive
►T
hey
Lo
ve It
!▪
Cle
ar e
xpec
tatio
ns –
9.2
out o
f 10
▪Im
med
iate
acc
ess
to s
core
s-go
od a
nd b
ad▪
Fee
dbac
k/co
mm
ents
on
thei
r pe
rfor
man
ce▪
Hel
ps th
em to
lear
n an
d im
prov
e▪
Lear
n th
e va
lue
of q
ualit
y tr
aini
ng to
sel
f and
cen
ter
▪P
eer-
to-p
eer
ratin
gs▪
Libe
rate
d fr
om o
ffice
pol
itics
to c
usto
mer
sat
isfa
ctio
n▪
Cus
tom
er-o
rient
ed fo
cus
▪R
epor
ts
Sal
es P
ersp
ectiv
eS
ales
Per
spec
tive
►A
bilit
y to
be
proa
ctiv
e►
Tap
into
new
bus
ines
s op
port
uniti
es►
Req
uest
s fo
r P
ropo
sal-
stan
dard
item
►In
crea
se c
onfid
ence
in th
e N
ew H
oriz
ons
prod
uct
►O
pen
disc
ussi
ons
with
Tra
inin
g &
Man
agem
ent
►T
reas
ure
of c
usto
mer
dat
a w
ithin
sur
veys
Cus
tom
er P
ersp
ectiv
eC
usto
mer
Per
spec
tive
►C
onfid
ence
▪Q
ualit
y pr
oduc
t▪
Tru
sted
par
tner
▪E
mpo
wer
s th
e tr
aini
ng b
uyer
►C
ontr
ol▪
See
wha
t the
ir em
ploy
ees
say
▪V
alid
ates
trai
ning
dec
isio
ns a
nd s
pend
ing
▪R
OI
►C
onve
nien
ce▪
Em
ail r
epor
ts▪
Fre
e
Man
agem
ent P
ersp
ectiv
eM
anag
emen
t Per
spec
tive
►T
ruth
in th
e nu
mbe
rs▪
Goo
d C
lass
Rat
e (G
CR
), C
ente
r S
core
s, In
stru
ctor
GC
R
►In
stru
ctor
Aw
ards
▪In
stru
ctor
of t
he M
onth
& T
he H
igh
Prie
stes
s
▪In
stru
ctor
of t
he Y
ear
►C
olle
ctiv
e co
mpa
ny fo
cus
►R
elat
ions
hip
with
Mic
roso
ft►
Ran
king
rep
orts
►C
ompe
titio
n w
ithin
New
Hor
izon
s ce
nter
s►
Cor
pora
te n
ewsl
ette
r
The
T
he C
omm
uniq
ueC
omm
uniq
ue
Cen
ter
MT
MC
ente
r M
TM
9.58
9.58
9.52
9.53
9.59
9.58
9.62
9.43
9.33
9.39
9.41
9.41
Oct
Nov
Dec
Jan
'05
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Cen
ter
GC
RC
ente
r G
CR
86%
85%
79%
87%
88%
87%
87%
71%
73%
80%
79%
75%
Oct
-04
Nov
-04
Dec
-04
Jan-
05F
eb-0
5M
ar-0
5A
pr-0
5M
ay-
05Ju
n-05
Jul-0
5A
ug-0
5S
ep-0
5
Inst
ruct
or G
CR
Inst
ruct
or G
CR
100%
100%
81%
67%
Fav
orite
Met
rics
Tha
t Mat
ter
Rep
orts
Dai
ly, W
eekl
y an
d M
onth
ly
Ala
rms
Inst
ruct
or s
core
sIn
divi
dual
eva
luat
ions
Cla
ss e
valu
atio
nsC
lass
sum
mar
yC
ompa
rativ
e pe
rfor
man
ceQ
uick
que
stio
nR
anki
ng r
epor
ts
Clie
nt S
atis
fact
ion
Rep
ort
Rep
ort
Car
dC
ard
Bus
ines
s O
ppor
tuni
ties
Com
men
tsC
omm
ents
Our
Cus
tom
ers
Say
itO
ur C
usto
mer
s S
ay it
––M
TM
mea
sure
s it
MT
M m
easu
res
it
•98
% w
ould
rec
omm
end
New
Hor
izon
s to
oth
ers.
•70
% o
f the
new
kno
wle
dge/
skill
s le
arne
d at
New
Hor
izo
ns a
re
appl
ied
on th
e jo
b w
ithin
the
first
eig
ht w
eeks
.
•O
ver
98%
of o
ur c
lient
s ut
ilize
the
know
ledg
e an
d s
kills
gai
ned
thro
ugh
New
Hor
izon
s tr
aini
ng in
thei
r jo
b.
•59
% s
ay th
at th
e tr
aini
ng r
ecei
ved
was
crit
ical
to
thei
r jo
b pe
rfor
man
ce.
•60
% s
ay th
at N
ew H
oriz
ons
sign
ifica
ntly
impa
cted
qu
ality
.
Sho
wca
se V
alue
to P
artn
ers
Sho
wca
se V
alue
to P
artn
ers
“The
dat
a su
ppor
ts th
e fa
ct th
at N
ew H
oriz
ons
cont
inuo
usly
ran
ks a
s a
high
per
form
ing
part
ner
for
Mic
roso
ft an
d th
ey c
ontin
ue to
be
a le
adin
g ad
voca
te o
f mea
surin
g th
e im
pact
and
R
OI o
n th
eir
trai
ning
, whi
ch n
ot o
nly
help
s th
eir
cust
omer
s bu
t Mic
roso
ft as
wel
l.”
Lutz
Zio
bG
ener
al M
anag
er, M
icro
soft
Lear
ning
Cas
e S
tudy
: 1C
ase
Stu
dy: 1
-- 800
Flo
wer
s80
0 F
low
ers
Key
Clie
nt o
f New
Hor
izon
s, L
ong
Isla
ndO
nlin
e F
lora
l Del
iver
y C
ompa
ny
AE
Con
tact
ed K
now
ledg
eAdv
isor
s (K
A)
KA
use
d M
etric
s th
at M
atte
r co
mpi
led
data
into
a r
epor
t fo
r 1-
800
Flo
wer
s
•R
epor
t inc
lude
d:•
Qua
lity
Indi
cato
rs•
Effe
ctiv
enes
s•
Pro
ject
ed Im
pact
•R
esul
ts•
Com
men
ts
Cas
e S
tudy
: 1C
ase
Stu
dy: 1
-- 800
Flo
wer
s80
0 F
low
ers
Cas
e S
tudy
: 1C
ase
Stu
dy: 1
-- 800
Flo
wer
s S
atis
fact
ion
Indi
cato
rs80
0 F
low
ers
Sat
isfa
ctio
n In
dica
tors
MT
M q
uant
ified
the
high
qua
lity
and
satis
fact
ion
NH
pr
ovid
ed o
ver
the
year
s of
trai
ning
.
Cas
e S
tudy
: 1C
ase
Stu
dy: 1
-- 800
Flo
wer
s E
ffect
iven
ess
Indi
cato
rs80
0 F
low
ers
Effe
ctiv
enes
s In
dica
tors
MT
M s
how
ed th
at le
arne
rs e
xper
ienc
ed v
ery
high
kno
wle
dge
and
skill
gai
ns fr
om th
e tr
aini
ng N
H p
rovi
ded.
Cas
e S
tudy
: 1C
ase
Stu
dy: 1
-- 800
Flo
wer
s P
roje
cted
Impa
ct80
0 F
low
ers
Pro
ject
ed Im
pact
MT
M q
uant
ified
the
impa
ct th
e tr
aini
ng
had
on th
e jo
b of
1-
800
Flo
wer
s em
ploy
ees.
A
7 to
1 b
enef
it to
co
st r
atio
was
pr
edic
ted.
Cas
e S
tudy
: 1C
ase
Stu
dy: 1
-- 800
Flo
wer
s R
esul
ts80
0 F
low
ers
Res
ults
MT
M q
uant
ified
the
actu
al r
esul
ts 2
m
onth
s A
FT
ER
the
trai
ning
for
an o
n-th
e-jo
b an
alys
is
prov
ing
RO
I act
ually
oc
curr
ed.
The
Cas
e S
tudy
: 1T
he C
ase
Stu
dy: 1
-- 800
Flo
wer
s80
0 F
low
ers
“We
neve
r ha
d m
etric
s be
fore
, yet
New
Hor
izon
s ha
d so
me
crea
tive
way
s of
pro
vidi
ng q
uant
ified
m
etric
s on
the
valu
e of
trai
ning
.”
Nei
l Hol
lara
n,
Dire
ctor
of F
resh
Uni
vers
ity
New
Hor
izon
s ex
celle
nt c
lient
ser
vice
$2
76,0
00 in
cos
t sav
ings
15
,000
hou
rs o
f im
prov
ed p
rodu
ctiv
ity
Met
rics
Met
rics
Tha
t Mat
ter
Tha
t Mat
ter
►M
anag
emen
t too
l►
Mea
sure
trai
ning
qua
lity
►M
easu
re c
lient
sat
isfa
ctio
n►
Ret
ain
cust
omer
s an
d em
ploy
ees
►Id
entif
y bu
sine
ss d
evel
opm
ent
oppo
rtun
ities
►M
ine
data
for
stra
tegi
c m
arke
ting
►Id
entif
y &
mea
sure
are
as to
impr
ove
►S
how
case
val
ue▪
Cus
tom
ers,
Par
tner
s, S
taff
Met
rics
Tha
t Mat
ter
Met
rics
Tha
t Mat
ter
--T
he
Bes
t P
ract
ice
is t
o U
SE
IT!
Th
e B
est
Pra
ctic
e is
to
US
E IT
!
Con
tact
info
rmat
ion:
►D
iane
Tul
ucea
nu▪
Pro
duct
Mar
ketin
g M
anag
er▪
New
Hor
izon
s C
ompu
ter
Lear
ning
Cen
ter
of W
ashi
ngto
n, D
.C.
▪(7
03)
749-
3634
▪D
iane
.Tul
ucea
nu@
new
horiz
ons.
com