The term 'work process knowledge' refers to the knowledge needed for working in flexible and innovative business environments, including those in which information and communication technologies have been introduced to integrate previously separated production functions. It involves a systems-level understanding of the work process in the…

The British Columbia Telephone Company's systematic approach to curriculum development, which relies heavily on the needs assessment step, is described along with its practical applications. This process allows training departments to focus their resources on the design and implementation of education to solve specific performance problems and…