Understanding Quality in Training and Education Services

Abstract

The purpose of this study was to determine students' process requirements for first-rate training and education and to measure the performance of a corporate education center against these process requirements. Process requirements are students' expectations of how training should be implemented, in contrast to their expectations of what they expect to achieve. A questionnaire survey, distributed to technical staff of a large corporate research and development organization, was used to assess students' expectations of and performance ratings on the following five key process requirement categories: Pre-course Service, Instructor Knowledge, Instructor Presentation Skills, Course Content, and Training Results. An analysis of weighted discrepancies between expectations and performance ratings was made. The study provides a description of what students and their managers expect from a first-rate training and education provider. It approaches training from a “customer-supplier,” service quality perspective and extends previous research on training process characteristics of importance.

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