In learning and development, we’re eager to tell others what it is we do, the services we provide, how we’re unique and who we serve. We do a good job of describing and counting our activities and the number of people who use them. We speak in terms of outputs.

Outputs are what we produce.

But our organisations are less interested in these things. What’s more valuable to them is the impact of our activities. They want outcomes.

Outcomes are the differences we make.

How can we measure the outcomes of our activities? How do we know we’ve made a difference?