Content about Doug Anderson

March 13, 2012
Case Study: New Hire Scorecards at Discover Financial Services

Some organizations need specific scorecards that focus on the performance of an individual training program and the performance of learners as they make the transition from the classroom to the workplace. That’s the situation faced by the Training Center of Excellence at Discover Financial Services for the New Hire Program in its call centers. This case study describes that challenge and the solution the training team at Discover devised.

As balanced scorecards have become increasingly common tools used to manage entire businesses, many training and development professionals have tried to adapt them for use in our profession. For example, ASTD developed its Workplace Learning and Performance Scorecard in 2006, and Ajay Pangarkar and Teresa Kirkwood published their Trainer’s Balanced Scorecard in 2009.