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Realizing a profit in today's market demands that the automotive industry closely examine each expenditure against its potential return. Because the industry's service segment is key to the success of the overall business, it too must be treated as an investment. Quality service can only be rendered by a qualified workforce. It follows that training must be factored into the cost of doing business. Effective training does not occur randomly. It is methodical, focused and goal oriented; it identifies a need and develops the appropriate solution. This paper presents an overview of the training process and offers guidelines for developing programs to satisfy recognized needs and realize measurable results.