May 24, 2012
Among service jobs, traditional job-task analysis’s myopic focus on what a performer will "do to" a customer maintains an outmoded legacy. Instead, contemporary focus needs to be bicentric, integrating customer interaction and experience in due diligent analysis o...
April 20, 2012
Every week I speak to clients struggling under the pressure of teaching more, in less time, with shrinking budgets. Unfortunately, there are no widely respected guidelines for how much you should teach people in a day, or how to be sure ideas will 'stick.' Many corporat...
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