Introduction.

Part I: Conducting a Front-End Analysis.

Front-End Analysis Information Chart.

Instructions for Using Job Aid FEA-1: Opportunity/Request for Performance Support.

Job Aid FEA-1: Opportunity/Request for Performance Support.

Example: Voice Messaging Opportunity/Request for Performance Support.

Instructions for Using Job Aid FEA-2: Front-End Analysis Data Requirements.

Job Aid FEA-2: Front-End Analysis Data Requirements.

Instructions for Using Job Aids FEA-3.1 and 3.2: Front-End Analysis Data Sources and Specific References.

Job Aid FEA-3.1: Front-End Analysis Data Sources.

Job Aid FEA-3.2: Front End Analysis Data Sources: Specific References.

Examples: Voice Messaging Data Sources and Specific References.

Instructions for Using Job Aid FEA-4: Front-End Analysis Questions.

Job Aid FEA-4.1: Data/Information-Gathering Techniques.

Example: Voice Messaging Data/Information-Gathering Techniques.

Job Aid FEA-4.2.1: FEA Questions—Mandated Training.

Job Aid FEA-4.2.2: FEA Questions—New System for Existing Personnel.

Job Aid FEA-4.2.3: FEA Questions—Existing System for New Personnel.

Job Aid FEA-4.2.4: FEA Questions—Performance Improvement.

Examples: Voice Messaging Front-End Analysis Questions.

Instructions for Using Job Aid FEA-5: Performance Intervention Selection.

Job Aid FEA-5.1: Performance Intervention Selection.

Job Aid FEA-5.2: Performance Intervention Rating.

Examples: Voice Messaging Performance Selection and Rating.

Instructions for Using Job Aid FEA-6: Front-End Analysis Report Outline.

Job Aid FEA-6: Front-End Analysis Report Outline.

Example: Voice Messaging Front-End Analysis Report Outline.

A Closing Note on Front-End Analysis.

Four Front-End Analysis Examples.

Transition to Calculating Worth and Return on Investment in Learning and Performance.

Part II: Calculating Worth and ROI in Learning and Performance.

Rationale and Principles Related to Calculating Worth and ROI.

Calculating Worth and ROI.

Costs.

Instructions for Using Job Aid W/ROI-1: Calculating Intervention Costs.

Job Aid W/ROI-1: Calculating Intervention Costs.

Voice Messaging Example: Calculating Intervention Costs.

Instructions for Using Job Aid W/ROI-2: Calculating Value, Worth, and ROI.

Job Aid W/ROI-2: Calculating Value, Worth, and ROI.

Voice Messaging Example: Calculating Value, Worth, and ROI.

Calculating Worth and ROI: Two Cases.

Try It for Yourself.

Calculating Worth and ROI for “Intangible” Outcomes.

A Closing Note.

Technique Charts.

Technique 1: Surveys and Questionnaires.

Technique 2: Observation.

Technique 3: Structured Interview.

Technique 4: Focus Group.

Technique 5: Critical Incident.

Glossary.

References.

Resources.

About the Authors.

How to Use the CD-ROM.

CD-Rom Contents.

Pfeiffer Publications Guide.