Quality assurance in training based on the importance/performance analysis model

Aims: Effectiveness of human resources training depends on the quality of training. This study was carried out with the aim of identifying the components of quality in human resources training and proposing a new model of quality assurance in human resources training by using these components and the analytical system of Importance-Performance Analysis (IPA). Methods: This exploratory mixed method study was performed in 2011. Qualitative and quantitative data were collected by interviews and two questionnaires. 30 learners and 16 instructors were selected for interview by purposive sampling method and 94 learners and 21 instructors were selected by stratified random sampling method for filling the questionnaires. All samples were the instructors and learners of Iran Telecommunication Company training courses. Data were analyzed by qualitative statistical methods, Pearson correlation coefficient and paired T-test using SPSS 11.5 software. Results: 48 components of quality in human resources training were identified and an operational model was proposed for evaluation and quality assurance in human resources training based on these components and the IPA model analytical system. Conclusion: The Importance-Performance Analysis (IPA) model is capable of evaluating and assuring quality in human resources training and can precisely identify the strengths and weaknesses of the educational system and provide guidance for strategy formulation in order to improve and assure the quality.