Imagine a freshly formed team of people who are new to their jobs, assigned by top leadership to meet very ambitious targets in the mission-critical department that collects aged (past-due) payments from the company's largest accounts ... (cue "Mission Impossible" theme). At a large telecommunications company in North America, the Senior…

This evaluation study illustrates several ways of measuring post-training job performance, a variety of measurement problems, and the impact of evaluation upon administrative decisions. Measurement problems are discussed in terms of six dimensions. (Author)

All city employees of Palm Desert, California, were assigned either to experimental or control groups. Pre- and posttests measured attitude before and after the experimental group received training. Job behavior change was measured six months later. T-tests indicated no statistically significant attitudinal or behavioral changes, perhaps because…

The author describes the approaches an organization can take to improve its supervisors' performance through training. Three major inhouse approaches for training supervisors are explored: selected reading, on-the-job coaching, and classroom programs. The article also includes a suggested reading list and a sample training reaction sheet. (CT)

The General Accounting Office (GAO) examined selected experiences that six government agencies implemented to help empower or involve frontline employees. The agencies reviewed were as follows: the Federal Aviation Administration; the Federal Emergency Management Agency; the Internal Revenue Service; the Office of Personnel Management; and the…