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When the initial analysis is completed and the project is positioned for success, implementation occurs. During implementation, feedback is collected from participants involved in the project. Their reactions to the project and learning connected with the project indicate its potential for success.

Participant feedback can be powerful information for making adjustments and measuring initial success. Measuring learning is also an important part of the evaluation process, especially when a project is intended to change behaviors or introduce new procedures, systems, or processes on the job. Measuring learning is particularly important in healthcare, because professionals and managers are constantly engaging in "action learning." Through the use of observation, pilot programs, clinical trials and studies, simulation centers, model units, and institutional review boards (IRBs), learning can be properly measured. Participant knowledge of what to do and how to do it is critical to a project's success. This chapter outlines the most common approaches to collecting reaction and learning data and explores ways to use the information for maximum value.



A few years ago, the IT department of a large pharmaceutical company based in the United Kingdom planned a project to place high-speed Internet connections in the homes of all of its pharmaceutical sales reps. The theory was that by having a high-speed connection, the reps would be able to download important documents and information concerning products, content, research results, symptoms for use, side effects, and marketing strategies related to each project. Having this information in hand quickly would enhance the sales effectiveness as the reps discuss issues with physicians. Also, it would save valuable time and would allow reps to see more physicians. In essence, it would increase productivity and ultimately increase sales. Before the project was implemented, the IT department contacted a group of sales reps to collect their reaction to this process. Almost all of them indicated that this information would not drive productivity or sales, it is only a minor convenience. Reps stated that they generally downloaded needed documents in the evening, when time was not an issue. Having more time and a faster Internet connection would not necessarily mean they would be able to see more physicians. Schedules and territories are set in advance, as are frequency of visits, so little value would be added. Consequently, the project was halted based on this reaction from the potential participants.


The United Nations (UN) has developed goals to guide different agencies. Many of these goals, called Millennium Development Goals (MDG), focus on healthcare, healthcare delivery, and the health of the citizens. Three of these goals focus directly on HIV and AIDS.1 The first goal focuses on increasing the awareness of HIV and AIDS. To achieve this first goal, the UN must collect data about the ...

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