Northwest Airlines' Shawn Clark believes every training department can, and should, build a management system especially suited to departmental needs. "This really needs to be customized," says Clark. "I am not sure a vendor really could put together a tool that can do everything for everybody." TQI, originally built at FedEx, doesn't look exactly like the version built at Northwest Airlines, despite how much the companies or training departments had in common. Clark offers advice for trainers to use when re-evaluating the business model.
Listen to your customer.