UNC Kenan-Flagler Business School
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Our Process

At every stage of the custom experience process, we work to understand your organization’s culture, vision and values. From these key elements, we set program objectives that will address your organization’s needs. The result is a program unique to your company’s needs and expectations.

Initial Discussion and Discovery Stage

The first step of exploring a custom experience for your company is to contact one of our professionals. They will work with you and your team to learn about your business challenges and desired program outcome. We also develop a potential program timeline and location during this initial step.

Investigative Meeting and Assessment of Needs

Once we have a good idea of your organization’s challenges, we perform a needs assessment to discuss your intended target audience and goals. We listen to your needs and gauge your company’s current competencies as well as the degree of customization you require.

Proposal Delivery

Based on the information gathered during the investigative meeting and needs assessment step, we present you with a custom proposal. Our proposal provides you with an overview of how we will conduct your custom experience, including strategies to achieve your desired goals.

Pre-Program Design

We collaborate with your team to develop a proposal and introduce a Program Director to work with you on instructional design.

Once the initial program design and goals are agreed upon, a letter of agreement is signed. Program dates are secured and the formal design process begins.


During the development phase, we involve faculty specifically selected to work with your program. They work with us and your team to design program modules and understand your organizations goals. During development, our program directors, faculty, and your team may be engaged in site visits, in-person meetings, and conference calls as your program content is created.

Program Management and Program Delivery

A dedicated program manager is assigned to all custom programs whether they are delivered at our facility or at another location. They ensure that all logistics, materials and client needs are met before, during and after programs. Like our faculty and program directors, our program managers are experienced in complex program deliveries and often travel to support programs offered at other locations around the world.

Program Assessments and Evaluation

Shortly after the custom experience has concluded, we host a debriefing session with our partners to assess the success of the program. During this important meeting we evaluate program delivery and the outcomes achieved. As a result, we refine future custom program offerings. Evaluation methods often include:

  • Participant feedback
  • Kirkpatrick’s four levels of evaluation
  • Phillips’ ROI process
  • Balance scorecard metrics
  • Human capital measures
  • Action learning projects linked to results