Summary
Adhering to the "heal thyself" motto, the American Express Learning Network took a hard look at its own practices last year. Faced with escalating demands from its internal customers as well as the need to better educate its own staff, team members took steps to improve performance and create new vision and mission statements. Suzi Dunford, director of reporting and analytics, has spent the last three-and-a-half years with American Express's learning organization. The organization implemented "learning tracks," a tool created and developed in-house and based on ASTD's competency model. Measurement is a high priority within the learning network, which employs a team of six business and financial analysts whose sole responsibility is to collect, analyze, and report training metrics. In assessing its operation, the learning team also took a hard look at the physical training environments at American Express.
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Heal Thyself
Adhering to the "heal thyself motto, the American Express Learning Network took a hard look at its own practices last year. Faced with escalating demands from its internal customers as well as the need to better educate its own staff, team members took steps to improve performance and create new vis...
See the full content of this document
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