Heal Thyself

The article presents information on the steps taken by American Express Travel Related Services Co. Inc.'s learning department to improve its employees performance. The learning department also created new vision and mission statements. Suzi Dunford, director of reporting and analytics with American Express Learning Network, says that the department wanted to retain talented employees, and those employees jumped at the opportunity to self-improve. A manager of employee development was hired to improve the skills and knowledge of the learning staff. The department implemented a learning infrastructure developed in-house which was based on the American Society for Training and Development's competency model.