Most organizations use their training investments about as strategically as they deploy their office supplies spending. And the impact on customer satisfaction, cost containment or quality improvement is just as useless.
The companies with the sharpest customer focus and who have made this into a market differentiator typically enjoy an above average profitability. In other words: Sharper customer focus leads to a sharper competitive edge.
Would you run a long distance with one hundred pounds of excess weight strapped to your body? No? Then why would you run through life with useless or unhelpful ideas lodged in your mind?
Issues of low morale and productivity are onerous, volatile, and difficult to control. There is a need for management, the organization, and the individual to assist with success factors.
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