Training is a system of requirements, resources, and results. The requirements tell the system what it needs to do, the system produces results intended to meet the requirements, and the system consumes resources to produce results. Understanding what the customer wants enables trainers to tailor all processes to that goal. (JOW)

This book details a system for evaluating all training programs regardless of their instructional style, method, or format. In the introduction the relationship between high quality training and total customer satisfaction, types of training subject to quality problems, and ways of ensuring the quality of training are discussed. The remainder of…