TD Magazine Article
Member Benefit
Published Sun Oct 01 2006
The article presents information related to Florida's Department of Revenue's process improvement projects. It is found that the return-on-investment for web-based quality leadership in the department is dependant on the money invested in training programs. Therefore, training programs are offered to field staff to improve customer service, workload management, and need assessment. This improved the communication between field technicians and the program, as training programs enabled field staff to have more input in the decision making process.
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ISSUE
Florida Department of Revenue
Florida Department of Revenue