The Practical Improvement Series: Episode 1: What is the Lean Process?

This week, we continue our Practical Improvement Series, where Adriana Torres of The Process Reinvention and Melissa Wilson of L&D Strategic Solutions ask each other questions to explore processes, training, and how they intersect. Adriana’s question to Melissa: Melissa, why is well-designed training important for the bottom line? Why do we want to invest in training? Let’s be honest: training is often one of the first things scrutinized when budgets tighten. But the real question isn’t “Can we afford training?” It’s “Can we afford ineffective training?” Well-designed training is directly tied to your bottom line – not as an expense, but as a strategic investment. Time Is Money – So Don’t Waste It Every hour an employee spends in training is an hour not spent on production, service, sales, or operations. If that training is poorly designed, unfocused, or disconnected from real job needs, you’re not just wasting time, you’re burning payroll dollars. Well-designed training ensures: Employees are learning skills directly tied to their roles Content is relevant and actionable Time is used efficiently Learning can be applied immediately When training is targeted and structured, employees return to work equipped to perform better, not just informed. Skill Gaps Cost More Than Training Untrained or undertrained employees make more mistakes. Mistakes lead to: Rework Customer dissatisfaction Safety issues Missed opportunities Lower productivity When employees have the right skills, they produce work that enhances the business. Quality improves. Efficiency increases. Confidence grows. That translates directly into stronger performance metrics. Why We Must Invest in Training Industries evolve constantly. Technology shifts. Regulations change. Customer expectations rise. Processes modernize. Standing still is not neutral – it’s falling behind. Investing in training ensures your workforce: Stays competitive Adapts to industry changes Embraces new systems and tools Develops leadership pipelines Builds long-term organizational resilience Training is not a one-time event. It’s a continuous strategy to maintain relevance in a changing market. The Real Return on Investment The ROI of well-designed training shows up in: Reduced turnover Higher engagement Stronger internal talent pipelines Improved operational efficiency Greater innovation When employees feel competent and capable, they perform differently. And when performance improves across teams, the business grows. For HR professionals, owners, and L&D leaders, the takeaway is simple: Investing in well-designed training isn’t about checking a box. It’s about aligning learning with business goals so that every dollar and every hour spent drives measurable results. Training done right doesn’t drain the bottom line – it strengthens it.

Learning has been something I’ve loved for as long as I can remember. That’s not to say I loved everything about school—math and I have never truly been friends (even with a calculator, basic addition is still questionable). But the learning part? That part always pulled me in. I loved learning to play an instrument. I loved history and science. I was fascinated by how people across the world shaped history, and by how the human body somehow manages to heal itself and keep going every single day. There is so much out there to be curious about, and I wanted to understand as much of it as I could.  I liked learning so much that I just… kept going. Eventually, that path led me to a PhD. That felt like the official finish line for formal schooling, and I remember thinking, Okay, I’m done now. I’ve learned enough. Of course, that’s not how it works. Learning didn’t stop—it just changed. We learn every day, often without noticing it. We learn about ourselves. We learn how to navigate difficult situations. We pick up new skills, figure out better ways of doing things, and yes—sometimes we finally get Excel to create the pie chart we wanted all along. My love of learning might lean a little toward the “enthusiastic” side, but what really excites me is seeing it spark in others. I love when a client wants to take a class, attend a workshop, or team up with a colleague to learn how to do something better. They’re not doing it just to check a box—they’re doing it to grow, to improve their work, and to better serve the people around them. There’s something incredibly energizing about watching people choose to learn—especially when the learning is optional. That curiosity, that willingness to jump in, is a powerful thing. Learning is part of being human. We can pretend we’re done with it, or try to avoid it, but we can’t actually stop. Some of us find joy in formal learning or make it a conscious priority. Others find it in more hands-on ways—figuring out a new power tool, learning how a new car works, or discovering the least painful way to shovel 20 inches of snow. However it shows up, learning is there. So keep finding the joy in learning. Keep encouraging it—in yourself and in the people around you. As Michelangelo famously said, “I am still learning.” That feels like a pretty good mindset to carry with us, no matter where we are in life.

Learning and development programs are often measured by participation—how many people attended, completed, or checked the box. While those metrics have value, they don’t tell the full story. What leaders really want to know is this: Did the learning make a difference? Useful KPIs and reporting practices bridge the gap between learning activities and business performance. When done well, they shift L&D from a cost center to a strategic driver of results. Start With the Outcome, Not the Course Before selecting KPIs, it’s important to clarify why the learning exists in the first place. Effective learning is tied to a real performance need: Faster onboarding Fewer errors or rework Improved customer experience Increased productivity Stronger leadership behaviors When learning is connected to a specific outcome, KPIs become easier—and far more meaningful—to define. KPIs That Matter in Learning & Development Below are practical KPIs that move beyond completion rates and help connect learning to performance: 1. Time to Proficiency How long does it take for someone to perform their role independently and correctly after training? This metric is especially valuable for onboarding, upskilling, and role transitions. Reducing time to proficiency often translates directly to cost savings and faster productivity. 2. Performance Metrics Before and After Training Compare relevant performance data such as: Error rates Rework or scrap Customer complaints Sales conversion rates Compliance issues The key is alignment—measure what the training was designed to improve. 3. Application Rate Are people actually using what they learned? This can be measured through: Manager observations Process audits Workflow or checklist adherence Short follow-up conversations If learning isn’t being applied, the issue may not be the content—it could be unclear expectations, lack of reinforcement, or broken processes. 4. Behavior Change Indicators Especially important for leadership, communication, and soft skills training. Look for observable changes such as: Better coaching conversations More consistent feedback Improved collaboration or decision-making These indicators are often qualitative, but they are critical to understanding long-term impact. 5. Business Impact Metrics When possible, connect learning to broader outcomes: Reduced turnover Improved engagement Safer work environments Cost savings from efficiency gains Not every program needs this level of measurement, but high-impact initiatives should aim for it. Why Managers Are Essential to Meaningful Reporting One of the most overlooked truths in learning measurement is this: L&D and HR don’t see the work happen. Managers do. L&D and HR teams design programs, support strategy, and review data—but they are not present in day-to-day operations. HR typically becomes involved during performance reviews, formal feedback cycles, or when performance issues arise. What happens in between is where learning either succeeds or fails—and that insight lives with managers. Managers are uniquely positioned to: Observe whether skills are being applied See changes in behavior, confidence, and decision-making Identify gaps between training and real work Provide ongoing, informal feedback Without manager input, learning KPIs only tells part of the story. Building Managers Into the Reporting Process To connect learning to performance, organizations should intentionally include managers in measurement by: Giving them simple observation tools or checklists Asking targeted follow-up questions after training Including learning application in regular one-on-ones Training managers on what “good performance” looks like post-training Reporting doesn’t need to be complex—but it does need to reflect reality. Manager insights add context, credibility, and clarity to learning data. Reporting Practices Leaders Actually Use Even the best KPIs fall flat if reporting isn’t clear or relevant. Effective reporting should be: Simple and visual – dashboards and summaries over long reports Written in business language – time saved, risk reduced, cost avoided Consistent over time – trends matter more than snapshots Honest and actionable – improvement-focused, not performative Good reporting supports decisions, not just documentation. The Role of Process in Learning Measurement Clear processes are the foundation of measurable learning. When processes are unclear or inconsistent, learning outcomes suffer—and KPIs reflect that confusion. Learning measurement works best when: Processes are documented Expectations are clear Managers reinforce learning on the job When learning, process, and management support are aligned, performance improvements become visible, measurable, and sustainable. Final Thought The goal of L&D measurement isn’t to track everything—it’s to track what matters. Useful KPIs, meaningful manager involvement, and thoughtful reporting help organizations understand whether learning is truly improving how work gets done. When learning is connected to performance—and supported where work actually happens—it becomes one of the most powerful tools an organization has.  At L&D Strategic Solutions , that connection between learning, process, and performance is where real value is created.

Investing in learning and development is one of the smartest things an organization can do — but let’s be honest, budget constraints often get in the way. Training is important, but when priorities compete, it’s easy to delay or scale back. That’s where training grants can make a real difference. Grants help organizations invest in their people without carrying the full financial load, making it easier to build skills, improve performance, and plan for the future. Why Training Grants Are a Win for L&D They make training more affordable: High-quality training costs money. Grants help offset those costs so you can offer meaningful programs without stretching your budget too thin. This opens the door to training that might otherwise feel out of reach. They support skills that actually matter: Grants can be used for practical, job-relevant training — from technical and safety skills to leadership, communication, and process improvement. When learning is aligned with real work, everyone benefits. They improve retention and engagement: Employees want to grow. When you invest in their development, it sends a clear message that they matter. Organizations that offer learning opportunities tend to see higher engagement and better retention. They help future-proof your workforce: Industries change fast. Grants make it easier to upskill and reskill employees so your organization stays competitive, adaptable, and resilient. Spotlight on NH WorkInvestNH For New Hampshire employers, WorkInvestNH is one of the most valuable workforce training grants available. It’s designed to help businesses invest in training for their current employees — while sharing the cost. What the Grant Covers WorkInvestNH offers a 50/50 cash match for approved training expenses. In simple terms, the state reimburses half of your eligible training costs after you’ve paid them. Training can include: Technical or job-specific skills Safety and compliance training Leadership and supervisory development Quality improvement and process training English as a Second Language (ESL) Other structured training tied to workforce growth  Who It’s For The grant is available to businesses located in (or planning to locate in) New Hampshire that are in good standing with the state. Training must be for current employees working in New Hampshire. Why It Works So Well for L&D WorkInvestNH gives organizations flexibility. You’re not locked into one type of training — you can design programs that address your actual challenges. Whether you’re improving onboarding, strengthening leadership, or building more consistent processes, the grant helps stretch your training dollars further. Just as important, using a grant shows employees that the organization is serious about investing in their growth — not just talking about it. A Practical Way to Invest in People Training grants create a win-win situation. Employees gain new skills and confidence, while organizations build stronger, more capable teams. By reducing the financial barrier to learning, grants make it easier to take action instead of putting development on hold. If you’re looking for ways to strengthen your L&D strategy, improve performance, or support long-term growth, exploring training grants — especially NH WorkInvestNH — is a smart place to start. Reach out today! I’m happy to help you get started! Helpful Resources Maximizing Workforce Development Through Training Grants: https://ssa.academy/resources/maximizing-workforce-development-a-guide-to-government-training-grants/ Leveraging Government Training Subsidies: https://cataligent.in/blog/leverage-government-grants-and-training-subsidies-to-maximize-workforce-development/ NH WorkInvestNH Overview: https://www.abcnhvt.org/Workforce-Development/Training-Grants

Learning and development (L&D) is no longer a “nice to have.” In today’s fast-moving workplaces, it’s essential for growth, engagement, and long-term success. Organizations that invest in learning build stronger teams, retain talent longer, and adapt more easily to change. When people understand their roles, feel supported, and are given opportunities to grow, performance improves naturally. Yet many learning and development efforts fall short—not because the content is wrong, but because the process behind it is unclear. Training is often delivered without fully understanding how work actually happens day to day. Without clear processes, learning becomes fragmented, inconsistent, and difficult to apply. Employees may attend training sessions but still feel unsure about expectations, workflows, or how their role connects to the bigger picture. This is where process and learning must work together. Effective L&D is built on a clear foundation: defined workflows, consistent procedures, and shared understanding. When processes are well-documented and aligned, training becomes practical instead of theoretical. New hires onboard faster, experienced employees work more efficiently, and teams communicate with greater confidence. The Power of Process Workshop that I designed in collaboration with Adriana Torres of The Process Reinvention is designed to strengthen learning and development by addressing the root of many training challenges. Rather than focusing only on what people should learn, the workshop examines how work flows through an organization. Using LEAN principles and intentional training strategies, participants identify gaps, reduce waste, and create repeatable systems that support learning at every level. By clarifying processes first, organizations can dramatically improve their L&D efforts. Training becomes easier to design, more relevant to daily work, and more sustainable over time. Employees gain clarity, leaders gain consistency, and learning turns into real performance improvement—not just completed courses. Learning and development thrive when built on strong processes. When teams understand the “how” behind their work, learning sticks, confidence grows, and organizations are better equipped to meet both today’s challenges and tomorrow’s opportunities. Interested in learning more about the Power of Process workshop?  📅 When: Tuesday, January 20, 2026 (Rescheduled from January 6) 🕘 Time: 10:00–12:00 PM 📍 Where: Greater Merrimack-Souhegan Valley Chamber of Commerce 👉 Register here to reserve your spot!

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When training isn’t working, the instinct is often to add more: more courses, more content, more tools. But before you build anything new, there’s a critical step that too many organizations skip—understanding where things are right now. That’s where training needs analysis comes in. It’s not about pointing fingers or finding faults; it’s about clarity. And clarity is the foundation of effective processes, meaningful training, and sustainable improvement. You Can’t Fix What You Don’t Fully Understand A training needs analysis helps answer questions such as: What are people actually doing today? Where are processes breaking down? What training exists—and is it being used? Are issues truly training-related, or are they process issues? Without this insight, training becomes guesswork. You may solve the wrong problem, overlook root causes, or create solutions that don’t stick. Understanding the Current State Is a LEAN Principle LEAN thinking emphasizes understanding the current state before designing the future state . The same applies to training. If employees aren’t following a process, it may be because: The process isn’t clearly defined Training doesn’t reflect real work Expectations aren’t consistent The workflow has changed but training hasn’t A needs analysis helps uncover these gaps so training can support the process—not work against it. Training Should Solve Real Problems Effective training starts with purpose. A needs analysis ensures that: Training aligns with business goals Objectives are measurable and meaningful Learning addresses real performance challenges Time and resources aren’t wasted When organizations understand where they are now, they can design training that moves them forward intentionally. Where the Power of Process Fits In If you’re unsure where to start—or you know things aren’t working but can’t quite pinpoint why—the Power of Process Workshop on January 6 is a great first step. This workshop that I designed in collaboration with Adriana Torres of The Process Reinvention is designed to help leaders, managers, and training professionals: Identify where processes and training disconnect Understand the role training plays in process efficiency Apply LEAN thinking to real workplace scenarios Begin asking the right questions before building solutions It’s not about fixing everything in one day—it’s about gaining the clarity needed to move in the right direction. The Bottom Line A training needs analysis isn’t an extra step—it’s the step. It grounds your training in reality, connects learning to process, and ensures improvements are intentional and effective. Before you invest in new training, new tools, or new programs, pause and ask: Do we truly understand where we are today? If the answer is “not yet,” January 6 might be the perfect place to start. Interested in learning more about the Power of Process workshop? 📅 When: Tuesday, January 6, 2026 🕘 Time: 9:00–11:00 AM 📍 Where: Greater Merrimack-Souhegan Valley Chamber of Commerce 👉 Register here to reserve your spot!

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