Chapter D2. 
Action Points
DESIGN THE COMPLETE EXPERIENCE

If you can't describe what you are doing as a process, you don't know what you're doing.

W. Edwards Deming

In a rapidly changing and highly competitive world, learning speed and learning agility are important sources of competitive advantage. In a special report sponsored by the ASTD, eLearning Guild, and Chief Learning Officer magazine, Clark and Gottfredson (2008) concluded: "The ultimate source of adaptive capacity, competitiveness, and self-preservation ... [is] the ongoing ability of an organization to learn and apply its knowledge."

While learning encompasses much more than training and development, ...

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