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  By Adrian Harvey   When I was a lad it was the “Personnel Department” and sales people were called Salesmen (even if they were women!) and the “Re-cycling Centre” was called “The Tip”. Things...

By Adrian Harvey Training Needs Analysis, or TNA as it is known in the trade, is the process of assessing what training is required in any given function. In a company's learning and development plan,...

By Adrian Harvey Improving customer satisfaction or ‘CSAT’ is considered to be the Holy Grail of the marketeer. Measuring how to increase and improve CSAT has become a science and often executive bonuses have an...

  By Adrian Harvey Ever heard of the phrase ‘a learning curve’? It refers to the period of when a person is learning new skills and information and it becomes a lot to process. The...

By Adrian Harvey Compliance training, perhaps not the most joyous of subject matters, but still an essential and necessary requirement of all regulated businesses. Lack of compliance training, or equally damaging ineffective compliance, results in...