A bank introduces an employee-development programme. After two years, employee training hours have increased by 60%, but productivity and customer satisfaction have remained unchanged. Which conclusion should HR draw first?

A sophisticated HR function distinguishes between: Input/activity metrics → training hours, attendance, expenditure and Outcome metrics → skill acquisition, behavioural change, productivity, customer satisfaction, business results. A 60% increase in training hours merely demonstrates greater training activity. It does not establish effectiveness. HR should examine: • Training needs analysis • Learning outcomes • Transfer of training • Behavioural change • Performance improvement • Business impact Therefore, C is the strongest answer.