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Creating ROE: The End Is the Beginning

Premium Content
James Kirkpatrick

An effective way to show the value of a training initiative is through return on expectations (ROE). When done properly, it cannot fail. Nearly every goal-setting philosophy begins with a clear vision of the desired end result. While this principle is quite simple and e... More »

The Amazing Era of Self-Service Learning

Premium Content
Pat McLagan

The learning professional's role in self-service learning is to help learners make learning more effective, efficient, productive, innovative, and fun. This is the era of self-service. We pump our own gas, file our own taxes online, tally and bag our own g... More »

Take a Walk in Our Shoes: The Need for Disabilities Awareness Training

Premium Content

Unawareness of how to appropriately interact with people with disabilities is the largest barrier to the successful employment of people with disabilities. "I said, 'Come walk down the hall with me!'" That is what one person recounted during a disabilities awareness tra... More »

Instilling Competencies From Top to Bottom

Premium Content

Customer service and community support go hand in hand at this large Texas hospital. Learning is a principal ingredient of both. University Health System is a large institution that includes a single inpatient hospital and 17 ambulatory care facilities scattered through... More »

Keeping Learning Well-Oiled

Premium Content

Jiffy Lube University offers 10 certifications including training courses on customer service, management, technical procedures, and service standards to prepare 21,000 employees to serve 22 million customers each year. Most car owners know to have the oil in their cars... More »

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