1. What could Whitney do to enhance the value of training?
2. Is the company using the most effective techniques, especially with regard to training for client and customer service? What technique changes would you recommend?
3. How should Whitney decide specifically who needs training? Is it advisable, even cost-efficient, to send everyone through the program?
4. How would Whitney determine whether its education and training programs are of sufficient utility? How would you specifically evaluate the programs?

Whitney and Company is a global management consulting firm that has been growing rapidly, particularly in the United States and Western Europe. The firm provides comprehensive business planning and analysis as well as consulting in operational and technical areas such as finance, operations, and information technology. Its client list includes medium-sized firms but its growth tends to focus on Fortune 1000 companies. Whitney contracts include manufacturing and service organizations as well as government, healthcare, and religious organizations. The firm has offices in twenty-four U.S. cities and offices in sixteen other countries. With its world headquarters in Chicago, Whitney employs nearly 27,000 people, the vast majority of whom are young, aggressive professionals.