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Improving support procedures
|Situation||Training support manuals for a 22,000-member organization were outdated, leading to poor planning and resource management.|
|Solution||An analysis of the users' needs was completed using ComPASS methodologies. The manuals were rewritten using a performance-oriented writing style, making information easier to find and streamlining the planning procedures.|
|Results||Based on a post-implementation assessment, the new manuals improved training support effectiveness by more than 50%. Training support staff reported better alignment to field needs. Field organizations reported that the training support staff provided improved service. The organization received the award for best new training intervention from the International Society for Performance Improvement.|