The article focuses on the issue of sales representatives submitting incomplete sales orders to production in AJAX Inc. Functions and jobs represent nonvalueadded cost until they are linked to processes that deliver value to customers. Company effectiveness requires alignment of organization, process, and function/job levels. AJAX's goals must be aligned with the expectations of customers and investors. The results chain is a set of linked issues and associated results gaps at the job, process, and organization levels. The basic trainer at AJAX is primarily concerned with delivering desired knowledge and skill to the trainee. That requires responding to training specifications set by management.