Chief Learning Officer - September 2007 - (Page 7)

CHIEF LEARNING OFFICER Volume 6 GROUP PUBLISHER Issue 9 September 2007 NEW ENGLAND, MIDWEST & SOUTHERN ADVERTISING MANAGER CIRCULATION DIRECTOR EDITORIAL ASSISTANT John R. Taggart jrtag@clomedia.com EDITOR IN CHIEF Ben Warden bwarden@clomedia.com CONTRIBUTING EDITOR Cindy Cardinal ccardinal@clomedia.com LIST MANAGER Norman B. Kamikow norm@clomedia.com VICE PRESIDENT OF OPERATIONS Brad Smith bsmith@clomedia.com ACCOUNT EXECUTIVES Ed Tittel etittel@clomedia.com WEB MANAGER Jay Schwedelson mediatec@worldata.com REPRINTS Gwen Connelly gwen@clomedia.com EDITORIAL DIRECTOR Chris Patterson cpatterson@clomedia.com DESIGNER Dave Lienemann davel@clomedia.com Lisa Newton lnewton@clomedia.com DIRECTOR, CREATIVE & PRODUCTION SERVICES reprints@parsintl.com or call 212-221-9595 CONTRIBUTING WRITERS: Mike Prokopeak mikep@clomedia.com MANAGING EDITOR Spencer Thayer spencer@clomedia.com E-MEDIA MANAGER Kendra Chaplin kendra@clomedia.com PRODUCTION SUPERVISOR Sarah Stone Wunder sarah@clomedia.com SENIOR EDITORS Kat O’Connor koconnor@clomedia.com ASSOCIATE PUBLISHER & ADVERTISING DIRECTOR Linda Dziwak linda@clomedia.com TRAFFIC COORDINATOR Brian Summerfield bsummerfield@clomedia.com Kellye Whitney kwhitney@clomedia.com ASSOCIATE EDITORS James R. Yeakel jyeakel@clomedia.com EASTERN ADVERTISING MANAGER Cassandra Schmutz cassandra@clomedia.com EVENTS MANAGER Tegan Jones tjones@clomedia.com Daniel Margolis dmargolis@clomedia.com COPY EDITOR Trey Smith tsmith@clomedia.com EVENTS COORDINATOR Cliff Capone ccapone@clomedia.com WESTERN ADVERTISING MANAGER Christen MacKenzie cmackenzie@clomedia.com BUSINESS MANAGER Lisa Rummler lrummler@clomedia.com MediaTec Publishing Inc Brian Klunk bklunk@clomedia.com Norman B. Kamikow PRESIDENT Vince Czarnowski vince@clomedia.com David Austin Jeffrey Berk Rich Berens Brandon Hall Fred Harburg Jim Haudan Alan Hewitt Tegan Jones Dennis Kilian Karen Kocher Neil Lawson Susan Lee Eric Lesser Daniel Margolis Elliott Masie Jeanne C. Meister Craig Mindrum Bob Mosher Lisa Rummler Yaarit Silverstone Brian Summerfield J. LeRoy Ward Ben Warden Patricia Pierce CHIEF FINANCIAL OFFICER John R. Taggart EXECUTIVE VICE PRESIDENT Philip S. Wolin GENERAL COUNSEL Chief Learning Officer Editorial Advisory Board Cushing Anderson, Program Director, Learning Services, IDC Frank J. Anderson Jr., President, Defense Acquisition University Cedric Coco, General Manager, Microsoft Corp. Dr. Pat Crull, Vice President and Chief Learning Officer, Time Warner Cable Dr. John DiBenedetto, Vice President, Talent Planning & Development, Wal-Mart Stores USA Tamar Elkeles, Vice President, Learning & Development, QUALCOMM Dr. Kathleen Gallo, Senior Vice President and Chief Learning Officer, North Shore-LIJ Health System Fred Harburg, Consultant, Author, Speaker Ted Henson, Chief Learning Strategist, Global Knowledge Edward Hoff, Vice President, Learning, IBM Neill Hopkins, Vice President of Skills Development, CompTIA Gerry Hudson-Martin, Vice President, Enthusiastic Learning, Marriott International Bill Kline, President, Kline Consulting Dr. James L’Allier, President, LearnSure June Paradise Maul, President, Advantage Value LLC Lee Maxey, President, Mindmax Inc. Jeanne C. Meister, Author & Independent Learning Consultant Bob Mosher, Global Chief Learning Officer and Strategy Evangelist, Learning Guide Solutions US Dr. Allison Rossett, Professor of Educational Technology, San Diego State University Bonnie Stoufer, Vice President for Organizational Development and Education, Ascension Health David Vance, Former President, Caterpillar University Kevin Wilde, Chief Learning Officer, General Mills Carol Willett, Chief Learning Officer, U.S. Government Accountability Office Chief Learning Officer Partner Premier Partner Chief Learning Officer, USPS #023981, is published monthly by MediaTec Publishing Inc., 318 Harrison Street, Suite 301, Oakland, CA 94607. Periodicals Class Postage paid at Oakland, CA and additional mailing offices. POSTMASTER: Please send address changes to: Chief Learning Officer magazine, P.O. Box 2082, Skokie, IL 60076-7983. Subscriptions are free to qualified professionals within the U.S. Nonqualified paid subscriptions are available at the subscription price of $195 for 12 issues. Canada/Mexico orders must be prepaid in U.S. funds with an additional $15 postage charge. All other countries outside the U.S. must be prepaid in U.S. funds with an additional $33 postage surcharge. Single copy price is $35. Chief Learning Officer and CLOmedia.com are the trademarks of MediaTec Publishing, Inc. Copyright © 2007, MediaTec Publishing Inc. ALL RIGHTS RESERVED. Reproduction of material published in Chief Learning Officer is forbidden without permission. Printed by: RR Donnelley Inc., Mendota, IL http://go.elementk.com/leadership http://www.clomedia.com http://go.elementk.com/leadership

Table of Contents Feed for the Digital Edition of Chief Learning Officer - September 2007

Editor's Letter Contents Letters to the Editor Strategies Selling up, Selling Down Take Five Imperatives Guest Editorial Learning Solutions Embarking on a Learning Journey Clo Profile Environment CIGNA Service Operations: Making Strategic Change Happen, and Making It Stick Tactics Black & Decker: On-Demand Learning Creation and Consumption Productivity The Army You Have Human Capital Holiday Inn Express: Delivering Critical Training Globally Case Study: Tegan Jones Business Intelligence Case Study: Lisa Rummler Advertisers' Index Editorial Resources In Conclusion

Chief Learning Officer - September 2007

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