CHAPTER 8

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Step 8: Test and Rework

Making Sure It Works

Joanne Wu, training and development manager for a midsize 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 steps in her business process, reduce the time required for the approval cycle, and realign resources. Now we had to make certain that the changes worked before introducing the new ...

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