8. English Language Grid Good language use Language to add to make it better (phrases, words) Incorrect words Pronunciation (word stress, individual sounds Feedback Grid
12. Score your organisation: Surprised by a low score? A major automotive supplier carrying out this exercise was horrified to find that its systems scored 2, processes scored 3, tools and techniques scored 4, yielding an overall score of 24. The point is, the scores have to be multiplied together rather than added, because the three elements are interdependent; any one is severely limited without the other two.
14. Three Views of Processes Across the board - from innovation to billing and dealing with customer complaints - processes need to be customer oriented, fast and smooth.
15. Managing Change Fig 1 - The Five Box Model for Sustainable Results What Key Performance Indicators (KPI’s) should we use to measure the benefits (outputs) of training?