Selected
Publications:
The 5 A's of Performance Improvement, December 2006
Broaden Your View, Quirk’s Marketing Research Review, October 2004 (This article presents a model for evaluating and improving customer service.)
Myth
and Reality of E-Learning, in Educational Technology, Volume
43, Number 1, 2003
The
Manager's Pocket Guide to Organizational Learning.
HRD Press, 2000
Training for Performance Improvement in a Michigan State Agency, in Getting
Results: Case Studies in Performance Improvement, HRD Press, 1998
Linking Training to Performance Goals, ASTD INFO-LINE, American
Society for Training & Development, June 1996
Shifting Gears for High Performance, in Training & Development,
May, 1995
The Learning Alliance: Systems Thinking in Human
Resource Development, Jossey-Bass Publishers, 1994
Managing the Total Quality of Training, in Human Resource Development
Quarterly, Vol. 3, No. 2, Summer 1992
Using Evaluation to Build Commitment to Training, in Evaluating Training
Programs in Business and Industry, Jossey-Bass Publishers, 1989
For a resource to improve customer service throughout your organization
go to www.servad.com
For a resource to improve the performance of government agencies,
go to www.psg.us