Unit 10, Impact Map 1
Unit 10, Impact Map for Encore Wire Corporation
Unit 10: Impact Map for Encore Wire Corporation:
Centralized Database Training Initiative
LTEC 4040.020
Unit 10, Impact Map 2
Unit 10, Impact Map
This Impact Map (Table 1, below) details how the proposed Centralized Database Training
Initiative (CDTI) addresses Encore Wire Corporation’s goal of building and maintaining strong
customer relationships through responsive customer service. The proposed training initiative
specifically addresses Encore Wire Corporation’s identified critical business need of rapidly
handling customer inquiries and return requests.
Table 1: Impact Map, Centralized Database Training Initiative
Target
Population
Administrative
personnel
Capability Needed
On-the-job
Performance
Work Unit Result
The ability to collect,
direct, document, store,
and transmit customer
inquiries and return
requests.
Use telephone and
conflict resolution
abilities to effectively
communicate with
customers.
Increased confidence
and satisfaction in
dealing with difficult
customer
communications.
Communication skills
to deal professionally
and efficiently with
new and existing
customers.
Use database to
document customer
inquiries and requests
for returns.
Reduced need for
interdepartmental
cross training.
Conflict resolution and
communication skills
for addressing the
demands of unhappy
customers.
Customer Service
Representatives
The ability to collect,
direct, document, store,
transmit, sort, and
publish customer
inquiries and return
requests.
Efficiently routes
customer telephone
inquiries to proper
channel.
Use database to
document and track
customer inquiries
and requests for
returns.
Use telephone and
Ability to document the
conflict resolution
resolution of customer
abilities to effectively
returns requests.
communicate with
customers.
Conflict resolution and
communication skills
Sort customer return
Overall Business
Objectives
Immediate customer
service.
Immediate
documentation of
customer inquiries
and return request
response actions.
Increased employee
satisfaction; reduced
turnover.
More efficient
customer responses;
reduced customer
wait times.
Increased efficiency
with customer
complaints and
conflicts.
Improved customer
satisfaction scores
regarding response
times.
Increase in customer
inquiry and return
request follow-up
behaviors.
Reduced customer
complaint resolution
times.
Increased employee
satisfaction; reduced
turnover.
Increase in resolved
customer inquiries
and return requests.
Unit 10, Impact Map 3
Target
Population
Capability Needed
for meeting the
demands of unhappy
customers.
On-the-job
Performance
Work Unit Result
Overall Business
Objectives
and inquiry data;
document and
analyze time spent on
customer inquiries.
Follow up with
customers to
document customer
satisfaction.
Competency accessing
current customer
inquiries and the status
of customer request for
returns
Sales personnel
The ability to sort and
evaluate customer
inquiries and requests
for returns, by
customer.
The ability to resolve
conflict and address
customer concerns
through spoken
communications.
The ability to sort and
evaluate customer
inquiries and requests
for returns, by
employee or by
department.
Line Leaders
Competency accessing
and evaluating
customer inquiry and
return for request data.
The ability to analyze
return requests for root
cause analysis.
Use telephone and
conflict resolution
abilities to effectively
communicate with
customers.
Increased confidence
and efficiency in
dealing with difficult
customer
communications.
Sorting data to create
unique customer
profiles and to track
pending customer
service issues.
Increase in sales
performance resulting
from improved
customer
communications.
Track customer
buying and return
trends; predict
customer purchasing
needs.
Improved customer
service followthrough. Increase in
customer satisfaction
management
behavior.
Use telephone and
conflict resolution
abilities to effectively
communicate with
customers.
Increased independent
documentation and
analysis of employee
response times.
Document and
evaluate employee
phone and customer
service efficiency.
Identify causes of
customer return
requests (i.e. product
quality, shipping
errors, etc.)
Improved analysis of
department response
times.
Reduced dependency
on administrative
personnel for data;
fewer administrative
positions required per
department.
Stronger customer
relations; improved
customer satisfaction
scores.
Decrease in pending
client conflict issues;
more time for sales
efforts.
Faster sales response
to new customer
inquiries and
customer return
requests.
Increased middle
manager involvement
in customer conflict.
Faster response to
customer inquiries
and request for
returns.
Reduced
shipping/order errors
causing return
requests.
Unit 10, Impact Map 4
Target
Population
Managers
Capability Needed
The ability to sort and
evaluate customer
inquiries and requests
for returns, by time
period, customer,
department, employee,
sales person, or line
leader.
Proficiency completing
independent analysis of
customer data.
On-the-job
Performance
Use telephone and
conflict resolution
abilities to effectively
communicate with
customers.
Evaluate customer
service and line
leader efficiency in
reducing customer
return wait times.
Work Unit Result
Reduced dependency
on administrative and
line leader personnel
for data.
Increased independent
analysis of customer
data.
Fewer administrative
and line leader
positions required per
department.
Overall Business
Objectives
Increased
management
awareness of return
ratios and customer
service issues.
Increased employee
and departmental
accountability for
customer response
times.
Faster resolution to
The ability to identify
customer service
Independently sort
and quantify current
issues and returns for
and analyze data;
response times and to
request.
create “what if”
measure changes to
scenarios.
response times.
Source: The Six Disciplines Of Breakthrough Learning: Impact Map, Figure D1.6
Unit 10, Impact Map 5
References
Wick, C.W, Pollock, R.V., Jefferson, A.M., &. Flanagan, R.D. (2006). The six disciplines of
breakthrough learning. How to turn training and development into business results. San
Francisco: Pfeiffer.