The classic customer service book with over half a million copies sold, now updated! With so many choices available to them, today's customers are smarter and more demanding than ever befo
GET THE TOOLS AND KNOW-HOW THAT MAKE ROI MORE THAN JUST A NUMBER"Ron does such a great job answering the question that has baffl ed many learning professionals for years: How do we measure and demonstrate the value of training. Applying his methodology of ROI is inspiring in that the exercise helps to translate training activities into improved performance and, ultimately, tangible business outcomes, rather than mere calculation of numbers."— JUDY FENG, Director, Talent Management, Baxter Asia Pacific"Those who have criticized ROI will be pleased with Stone’s ROI Quality Analysis (RQA). HR directors and training managers will benefit from implementing this credible technique, and Stone's 'secret sauce ingredients' allow instructional designers to serve up a five-star training program."— STEPHANIE MOOSHEGIAN, Ph.D., Chair, Saint Louis University's Organizational Studies Program"Loaded with robust and practical methodologies, templates, and proven tools, The Real Value of Training master
Managers are increasingly concerned with the typical methods available for organizational performance measurement and control. Research into performance measurement, within the field of innovation man
This book provides a fresh look at the process by which governments hold themselves accountable to their citizens for performance. Unlike the plethora of other books in the field, it examines all aspe
