This report describes the design and development processes used in creating a customer service training program for Deseret Mutual Benefit Administrators (DMBA) by three Instructional Psychology and Technology graduate students from Brigham Young University (the BYU design team). This paper reviews both the product and the process of developing the product. It also contains a formative evaluation of the product and provides a summative evaluation plan to be utilized by DMBA trainers once the product is fully implemented. The strengths and weaknesses of the training program are critiqued and recommendations for improvement are made. Finally, BYU design team members describe their unique contributions throughout this project and individually critique the process and experience.

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This text aims to identify the main features of development of sickness insurance in the Czech lands. In the second half of the 19th century new mutual benefit societies started to emerge -- similarly like in Great Britain and the United States, and in the same time in 1888 the compulsory workers sick insurance was introduced. In the first part, this work offers analytical framework for analysis of this development, especially the approach of the public choice school, the concept of cognitive hazard and of social capital. In second part, the author gives historical overview of the era, brief overview of the development of so-called Friendly societies in Great Britain and the United States and an analysis of compulsory workers sick insurance and voluntary societies in Bohemia. The analysis shows the role of interest groups (workers movement, employers, physicians etc.) that shaped the compulsory insurance in similar way as captured in the Anglo-Saxon experience. The push-through of the compulsory insurance strengthens their positions. The application of social capital and cognitive hazard concept reveals that the compulsory insurance could bring unintended cost in the long run by lowering a voluntary cooperation.