| This study determined the most important metrics related to training and professional development to be measured within a specific sales organization and identified Key Performance Indicators (KPIs) for creating a computer-based dashboard that could make those metrics accessible in real time to managers, human resource staff, trainers, and other decision makers. The site of the study was a global, research-driven pharmaceutical company in the northeast United States.;A total of 12 professionals---including sales representatives, managers, human resource staff, trainers, and IT managers responsible for the existing systems---participated in this study. An advisory task force was created to develop the three research questions of the study. Professionals were interviewed and were also asked to perform tasks that are representative of those performed in their daily work, with the objective of encouraging them to reveal their thought processes regarding completion of tasks for the future implementation of a dashboard interface. The most important metrics, as specified by these professionals, and specific requirements for creating a computer-based metrics dashboard were identified. The results of the study revealed six key areas that would be important to include for the development of an effective dashboard for the sales organization at the company that was the subject of this study. The study also revealed that in order to create a useful computer-based metrics dashboard, there is a need to create links to historical sales data to allow effective measurement over time within the sales organization. |
