The Success Case Method
88
Table 4.5
Impact Model for Welfare Agency Eligibility Specialist Role
Capabilities Critical Results Agency Goals
Applications
Understanding
of how new
system ties to
agency goals
Ability to
operate all
software
applications
Ability to
integrate
system tools
into agency
processes
Use system to:
Schedule
interviews for
prospective
clients
Create service file
Determine
eligibility
Facilitate coordi-
nation of
external agency
services
Update service
files
Accurate and
complete
eligibility
assessments
Appropriate and
complete client
service
assignments
Accurate and
up-to-date
service files
Provide high-
quality services
quickly, accurately,
completely, and
efficiently (with-
out rework)
Improve satisfac-
tion of clients,
agency staff, and
external agency
stakeholders
Impact Model for Pharmaceutical Sales
Reps Using Laptops
Table 4.6 shows the impact model for the sales representatives who
were provided laptops for use in their sales efforts (an example referred
to earlier in the book).
Table 4.6
Impact Model for Pharmaceutical Sales
Representative Laptop Initiative
Capabilities Critical Results Business Goals
Applications
Envisioning Success: Creating an Impact Model
89
Sales reps with:
Understanding of
laptop potential
Ability to operate
laptop hardware
Ability to use
laptop software
Access to
company
intranet
Analyze market
area and identify
high-leverage
sales opportunities
Analyze and inter-
pret prescription-
rate databases and
apply to own
market area
Analyze current
and potential
accounts to
identify sales and
market-share
growth
opportunities
Prepare
customized sales
presentations
Conduct sales
presentations with
custom data and
graphics
Track sales per-
formance and
revise efforts as
needed to keep
strategic focus
Higher percent-
age of sales
efforts dedicated
to high-leverage
strategic
accounts
Sales presenta-
tions customized
to address
account-specific
opportunities
Increased sales
to key accounts
Increased market
share for high-
leverage products
in key accounts
Increased market
share for key
products
Increased profits

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