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Designing Profitable Loyalty: Program Evaluation Questions

Explore potential issues in designing a new bonus system, such as the old system problems and setting criteria for judgment. Learn how to select specific evaluation questions and prioritize them.

danrogers
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Designing Profitable Loyalty: Program Evaluation Questions

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Presentation Transcript

  1. Identifying Issues & Formulating Questions 46-566: Program Evaluation

  2. What could go wrong? • Organization wishes to design a new bonus system • Problems: The old system • Promise: The new system • The new system • Two Components • Profit • Customer Loyalty • Most Important Industry Measure Is what is desired what is being rewarded?

  3. Important Considerations • What makes a good evaluation question? • Determining the specific questions • Setting priorities

  4. A good evaluation question… • Dimensions of performance • Reasonableness test • Answerable • Criteria for making judgement • Establishing criteria • Living by the criteria • The role of program theory

  5. Considerations: Questions at each level Interdependencies among levels Efficiency Impact Operations Program Design Need for program Evaluation Hierarchy

  6. Selecting specific questions:Working with sponsor & stakeholders • Defining the range in the hierarchy • Gathering input • Snowball approach • Key Informant approach • Semi-structured interviews • Backward mapping • What would a useful evaluation look like? • What are the most important questions to answer? • Sample results

  7. Program Theory & Assumptions • Divining theory • Archival documents • Meeting notes • Presentations made to key stakeholders/ sponsors, etc. • Using the theory against them • Pithiness • Setting priorities

  8. Our Reading • What examples can you think of? • How pervasive?

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