Publications

Books

This important resource translates the popular Six Sigma methodologies, tools, and techniques in a way that is customized specifically for the design, implementation, and measurement of employee development programs. A proven alternative to the Kirkpatrick Model, this new model offers a more effective method for designing and testing the effectiveness of training. Throughout the book, the author presents tools in a user-friendly and understandable format that is tailored for implementation in the development and measurement of employee learning programs. Step-by-step, Developing and Measuring Training the Six Sigma Way walks the reader through the highly effective and proven DMADDI™ process.

Podcasting can help you revolutionize the way you deliver training. This groundbreaking book provides an innovative approach to designing and developing podcasts that can improve employees’ productivity by providing them with easy-to-access up-to-date information. The book is designed to help you to decide if podcasting is the right solution for the business challenge that your organization is facing, and then guide you to make the right decisions in selecting the software and hardware that you will use to create your podcasts.

Podcasting 101 for Training and Development includes critical information about the legal issues surrounding podcast development, contains an approach to developing podcasts that will ensure that your podcasts make a positive business impact, and teaches you how to plan, record, edit, and publish a training podcast.

This book can help transform your training development methodology into one that allows you to rapidly respond to ever changing business needs. It will teach you how to deliver learning solutions that are both timely and effective. It will introduce you to a flexible development technique, one that allows you to keep pace with fast changing business conditions. It will show you how to achieve better collaboration with your business partners. It will help you create empowered, self-organizing, cross functional teams that can distill large training efforts into smaller components that can then be developed and delivered over multiple iterations. Finally, this book will help you assess if the organizational structure of your training department is optimized to support the needs of your company.

Industry Articles

Research

Investigating Customers’ Experiences with Their Financial Services Customer Education Programs as It Impacts Customer Loyalty to the Financial Firm

This phenomenological study investigated how the lived experiences of customers’ participating in financial services’ customer education programs impacted the customers’ loyalties to their global financial service firm. The study’s findings added to the work of Zajonc (1968) and Groeppel-Klein et al. (2010) on mere exposure theory by determining that repeated exposure to customer education programs resulted in favorable evaluations of the programs and the financial service firm responsible for delivering the service. 

The Effectiveness of Web Interactive Guides (WIGs). A Study of the Learning Preferences of Financial Service Customers and the Capability of WIGs to Help Students Master Concepts 

This qualitative research study applied Grounded Theory Design and administered telephone and focus group interviews to two types of WIG user, customers or employees of firms that use the products and services of the financial service firm, and employees of the financial service firm. The customers group participated in telephone interviews and the employees participated in focus groups. The research participants had a positive response to WIGs as a learning tool. Most participants felt that WIGs were more effective than books or manuals at helping them learn, and most indicated that they would prefer to learn using WIGs.

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