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Why Corporate Training is Broken And How to Fix It

Jay Cross

Service industries challenge workers to acquire tacit knowledge — the kind of know-how one learns on the job, not in the classroom. Remember Digital Think, SmartForce, Pensare, NETg, KnowledgeNet, UNext, Docent, One Touch, Centra, InterWise, and their brethren? In the Network Era, workers replace the machine; workers create the value. They are rewarded for delighting customers in innovative and non-routine ways. Create value, higher purpose.