Presents an evaluation/development method for achieving customer-driven improvement in organizations. Describes the steps to external and internal "mirror analysis," a process for determining if the organization functions as a mirror of customers' needs and expectations. Twelve figures illustrate factors in the process. (AEF)

Presents practices from post-training performance evaluation for continuous quality improvement in developing countries. Highlights include performance specification and analysis of performance factors; guidelines for planning follow-up performance evaluations; human performance models and cross-cultural portability; and an example from Togo, West…

Examines the integration of a systematic in-house certification framework and outlines an evaluation model to validate and justify certification as a performance management tool of value to organizations and individuals. Discusses the six elements of effective competency certification programs: competency analysis; training for certification;…