Document Type

Book Chapter

Publication Date



Environmental and organizational changes are putting new demands on training. Training must change to support new organizational structures within a complex and changing business and social environment.

Evaluation of training must be multilevel, customer focused, and support continuous improvement of training.The challenge is to provide meaningful data that enables assessment of customer satisfaction, business impact, and return on investment.


ISBN 9780792380269



To view the content in your browser, please download Adobe Reader or, alternately,
you may Download the file to your hard drive.

NOTE: The latest versions of Adobe Reader do not support viewing PDF files within Firefox on Mac OS and if you are using a modern (Intel) Mac, there is no official plugin for viewing PDF files within the browser window.