Training & Development - Investing in employees as significant assets in a knowledge-based economy pays off in huge dividends when the training is carefully planned and delivered - especially in problem-solving and in quality improvement (Pfeffer, 1998:85). Investments in both technical and non-technical training have a positive impact on a company's success in developing knowledge and skills (Fey & Bjrokman, 2001:62). Improving the skills and abilities of employees in addressing customer needs and reducing the causes of customer complaints can lead in improved long-term profitability and a strategic competitive advantage that is difficult to replicate (Pfeffer, 1998:300-301; Yagiela & Munson, 1997). Evaluating the return on investment from training is increasingly being acknowledged as a critical management responsibility in a world where knowledge and information have greatly increased (Bersin, 2006).
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Lori, A., & Voss, D. (1997). Ethics in technical communication: shades of gray. New York: Wiley Computer Pub.