CHAPTER |8

Step 8: Test and Rework

Making Sure It Works

Joanne Wu, training and development manager for a mid-size computer manufacturer, redesigned a half dozen of her department’s business processes to increase her department’s responsiveness to its clients. She often received complaints that it took too long to design and develop courses to address unexpected training needs that surfaced throughout the year.

Joanne and I worked together for several weeks to change a myriad of steps in her business processes, reduce the approval cycle, and realign resources. Now we had to make certain that the changes worked before introducing the new processes on a wide scale. Joanne identified the area training managers as the test group because she considered ...

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