This guide draws on case studies to identify lessons for small and midsized firms who wish to improve the quality of their services and facilitate change. Following an introduction, section 2 describes the context in which the research was undertaken after a needs analysis was conducted of small and midsized businesses and service providers, and defines the research objectives. Section 3 outlines the study methodology--case studies of exemplary programs. Section 4 provides a framework for identifying models of service delivery. These models are described as determined by decisions related to client grouping (region, industry, or company) and integration capacity (competency focus, full service provider, or full service broker). Section 5 highlights the common lessons learned from the programs: understand the community/company; exercise proactive leadership; maintain a customer focus; seek alliance with kindred spirits; pursue small victories; do not ignore process; diversify champions and funding sources; be focused but flexible; and take time to reflect. Section 6 presents six models for providing comprehensive, integrated services. Each case study has these components: program description, results, history, structure, and issues to consider. Section 7 presents three models for providing services in specific areas: workplace literacy, work restructuring, and labor-management relations. Section 8 contains lists of the National Workforce Assistance Collaborative's board councils, products, and services. (YLB)