Introduction: Why We Wrote This Book

In 2007, we sought to understand the criteria organizations used when doling out awards to training organizations for the work they do. We found out there was little depth to the criteria, and there wasn’t any deep understanding of what practices are actually important in making a training organization exceptional, or great (an important distinction). We sought a better understanding. So we did our first study of what capabilities and practices training organizations employ in order to perform at a very high level.

What we found is that there are groups of processes, or practices, that when done well, drive sustainable impact and make a significant difference in the performance of a business. We call these ...

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