On Monday morning an email lands from the VP of Sales. Representatives aren't logging their customer calls, forecasts are unreliable, and the message ends with a sentence every learning team has read a hundred times: "We need a course on the CRM." There are two ways to respond. The first is to say yes. You schedule a kickoff, collect the vendor's slides, and six weeks later 600 salespeople click through a polished module and pass a quiz. Completion hits 94%. Three months on,

If people can do something correctly under the right conditions, teaching them how to do it again isn't going to help.

Somewhere between a third and half of all "training requests" turn out not to be training problems