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This publication presents a range of case studies from various industries including telecommunications, retail, automotive and the government sector. These are designed to illustrate how organisations are pursuing accountability in their training and performance improvement programs with a view to giving practitioners real examples of best practice. Chapters in this book are as follows: The ROI process: trends and issues / Patricia Pulliam Phillips; Performance management training: Cracker Box Inc. / Jack J. Phillips and Patricia Pulliam Phillips; Program process improvement teams: Apple Computer / Holly Burkett; Mission possible: selling complex service over the phone: Hewlett-Packard Company / Theresa L. Seagraves; Partnering to achieve measurable business results in the new economy: First Union National Bank / Debra Wallace; ROI from individualized training for computer manufacturing employees: Focus Corporation / David Barraza; Measuring ROI for telephonic customer service skills: Verizon Communications / David J. Keuler; How much is performance improvement really worth? A major global automotive corporation / Gwendolyn G. Berthiez and Dietrich Klusemann; Measuring ROI of computer training in a small to medium-sized enterprise: Slick Manufacturing / Mike Devaney; Resisting measurement: evaluating soft skills training for senior police officers: Nassau County Police Department / Robert J. McCarty;