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Pages 28-32

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From page 28...
... Employees learn safely from mistakes made in cutting-edge simulations that cover a wide range of business-critical skills, as well as from the failures and challenges shared by colleagues as part of the learning experience. American Express -- American Express recently reviewed its customer service training program to develop a more robust curriculum for its representatives.
From page 29...
... The Guide contains a wealth of best practices for learning organizations to use to increase their strategic focus on training and development activities and for measuring the results achieved. The A Guide to Strategically Planning Training 29 and Measuring Results is available at hrd/lead/pubs/spguide.pdf.
From page 30...
... Among her key points were: • Currently, ASTM estimates that approximately 30% of training delivery is by means of technology. • The trend is that successful public and private organizations are or will shortly become learning organizations.
From page 31...
... The following except from a 1998 Business Week article about Welch demonstrates his participation in and commitment to succession planning. He was never "too busy." Selecting and grooming the next generation of leaders was his job (Byrne 1998)

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