Building cost-effective training programs / by John M. Kelly.

Introduction, x -- I. Analyzing your company’s training needs, 1 -- II. Designing your own training program for best results, 15 -- III. Administering successful in-house training, 39 -- IV. Tools of the training trade, 49 -- V. Transferring positive training results to the job, 77 -- VI. Conducting a meaningful evaluation of your training effort, 97 -- VII. Establishing an in-house sales training program, 109 -- VIII. Training new employees for top productivity, 133 -- IX. Technical training for today’s business world, 151 -- X. Training for computer literacy, 163 -- XI. Shaping a successful supervisor training program, 175 -- XII. Questions and answers about the benefits of retraining, 195 -- XIII. Training’s role in productive performance appraisal, 205 -- XIV. Keys to successful customer service training, 219 -- XV. Approaches to management for a superior organization, 235 -- Appendix, 263.