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Articles by Garry Kranz

Tech and Sympathy

January 26, 2009
Motorola’s service reps had technical chops but needed a refresher in social skills to handle customer calls. Call-resolution rates have now climbed nearly 60 percent.
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A Blank Slate for Training

January 26, 2009
DCP Midstream sets aside the approaches of its former parent company and faces the challenge of ensuring that its far-flung employees are learning the same important technical material.
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At Xerox, Learning Is a Community Activity

December 22, 2008
Xerox is riding the crest of a wave sweeping over U.S. businesses. In its annual report on the training industry last spring, the American Society for Training & Development found that nearly two-thirds of large U.S. organizations said they rely on ‘knowledge sharing’ among their employees, including communities of practice and in-house experts.
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A Healthy Dose of Learning

October 21, 2008
After the merger that created North Shore-Long Island Jewish Health System, the health care organization realized it lacked a uniform way to share practices and exchange ideas. A new focus on employee development and a Center for Learning and Innovation have changed that.
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