T&D: When Improvements Aren’t

Story From the 1980s

At an NSPI (now ISPI) Conference back in the late 1980s I heard a Case Study where the T&D organization was helping the Sales Organization to get all of the Sales People to adhere to the New Sales Process.

They were initially successful – until ultimately they weren’t.


It seems that the New Sales Process created by the Sales Organization, with all of the additional hoops that the Sales People had to now jump through – so to speak – doubled the Sales Cycle.

Resulting in a halving of Sales Revenues.



So the next T&D effort became one to get Sales People to revert back to the Old Sales Process ASAP, until the Sales Organization could figure out what to do next.

Lesson Learned

Take a Systems View when Improving Performance.

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