Casinos Should and Can Calculate Return On Investment in Employee Training Programs, Says Robinson & Associates, Inc.

An internal improvement program at casinos usually requires employees to go through training, and casinos should calculate the return on investment in that training to be sure they have made a good investment in their employees.

Annapolis, MD (PRWEB) September 26, 2007 -- An internal improvement program at casinos usually requires employees to go through training, and casinos should calculate the return on investment in that training to be sure they have made a good investment in their employees, says Robinson & Associates, Inc., (http://www.advocatedevelopmentsystem.com) a customer service consulting firm to the gaming industry.

Martin R. Baird, chief executive officer of Robinson & Associates, offers the following tip.   

Tip:

"In gaming, an improvement program may be one of many strategies to increase the level of guest and employee advocates while also boosting market share," Baird says. "When a casino pursues an improvement program, invariably its employees must learn how to do their jobs better. They may also be asked to approach their jobs from a different point of view. This requires training and learning.

"In an article for Learnativity.com, Marcia L. Conner says there is confusion over how to measure return on investment for learning but that it can be done. Conner says to identify the total financial benefit of a learning program and then subtract from that the total cost to develop, produce and deliver the program. Divide the outcome of that calculation by the total cost of the program, multiply by 100 you have the ROI, according to Conner."

To help casinos understand and deal with the ROI issue, Robinson & Associates has published a white paper on casino return on investment. Those interested in obtaining a copy of the white paper should e-mail Lydia Baird, Robinson & Associates' director of business development, at lbaird@casinocustomerservice.com or call her at 206-774-8856.

Robinson & Associates, Inc., is a global customer service consulting firm for the gaming industry. It helps casinos determine their Advocate Index, a number that indicates the extent to which properties have guests who are willing to be advocates. The company then implements its Advocate Development System in combination with the proven methodology of Advocate Index and best business practices to help casinos create more guest advocates and chart a course for growth and profitability.

Robinson & Associates may be reached by phone at 480-991-6420, by e-mail at mbaird(at)casinocustomerservice.com or via its Web sites at www.advocatedevelopmentsystem.com and www.casinocustomerservice.com. Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association.

Contact
Martin R. Baird
Robinson & Associates, Inc.
http://www.advocatedevelopmentsystem.com
http://www.casinocustomerservice.com
480-991-6420

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