The article presents information on the Technical Advancement Program (TAP), a combined effort of Shared Technologies Inc. and Global Knowledge Inc. TAP is a customized training program used by Shared Technologies to motivate and train employees. Shared Technologies is a leading provider of installation and maintenance services for telecommunication customer premise equipment, and has experienced years of turmoil, layoffs, and cultural changes. Global Knowledge develops and delivers classroom and e-learning for Nortel Network in North America via an outsourced arrangement. Through TAP, each service technician began with a skills assessment review, enabling the two companies to develop a customized training curriculum tailored to meet the professional needs of each individual. Just six months after the implementation of TAP, Shared Technologies was quickly assured of its success. Nortel's Elite Advantage 2004 Customer Satisfaction Survey reported that Shared Technologies has improved its scores from 2003, and has demonstrated higher marks than most Elite Partners' average scores.