The first step in the instructional design process, need assessment, refers to the process used to determine if training is necessary. Figure 7.2 shows the causes and outcomes resulting from needs assessment. As we see, many different "pressure points" suggest that training is necessary. These pressure points include performance problems, new technology, internal or external customer requests for training, job redesign, new legislation, changes in customer preferences, new products, or employees, lack of basic skills as well as support for the company's business strategy (e.g., growth, global business expansion). Note that these pressure points do not guarantee that training is the correct solution. Consider, for example, a delivery truck driver whose job is to deliver anesthetic gases to medical facilities. The driver mistakenly hooks up the supply line of a mild anesthetic to the supply line of a hospital's oxygen system, contaminating the hospital's oxygen supply. Why did the driver make this mistake,