Preface: The Realities of ROI.

Chapter 1: A Brief Description of the ROI Methodology.

Evaluation Levels: A Beginning Point.

Evaluation Planning.

Data Collection.

Isolation of Program Effects.

Data Conversion.

Intangible Benefits.

Program Costs.

Return on Investment Calculation.

Reporting.

Case Study.

Final Thoughts.

Chapter 2: Why ROI?

Progress and Status of ROI.

Why ROI?

Concerns About Using ROI.

Barriers to ROI Implementation.

Benefits of Using ROI.

ROI Best Practices.

Final Thoughts.

Chapter 3: Who Should Use the ROI Methodology?

The Typical Organization.

The Typical Program.

Signs That an Organization Is Ready for the ROI.

Methodology.

Taking a Reactive Versus a Proactive Approach.

Final Thoughts.

Chapter 4: How to Build a Credible Process.

The Evaluation Framework.

The Process Model.

The Operating Standards: Guiding Principles.

Case Applications and Practice.

Implementation.

Final Thoughts.

Chapter 5: Inhibitors of Implementation.

Barriers to Implementation.

ROI Myths.

Next Steps.

Final Thoughts.

ROI Quiz.

Quiz Answers.

Chapter 6: Planning for Evaluation.

Establishing Purpose and Feasibility.

Developing the Planning Documents.

Conducting the Planning Meeting.

Identifying Data Sources.

Final Thoughts.

Appendix.

Index.

About the Authors.