The Success Case Method

The Success Case Method

product handling and storage requirements for distributors, principal

among them was that the product would have to remain refrigerated at

all times. Because the campaign required new sales and handling

processes for distributors, it was accompanied by a training and aware-

ness initiative that had been implemented for all distributors prior to the

launch of the freshness date campaign. We had been engaged to help

the brewery determine how much success distributors were achieving

early in the campaign. The brewery was particularly anxious to identify

the characteristics and factors that were associated with successful dis-

tributor compliance so that this information could be provided to

distributors who were having problems—which happened to be a sig-

nificant number, much to the frustration of the corporate leadership.

Note that this impact model is developed for five different distrib-

utor roles, showing at a very high level how each role was intended to

use particular training to support the launch and implementation of the

new campaign. This impact model was developed early in the eval-

uation to assure that we had a correct understanding of the overall

initiative. Later, we would develop more detailed impact models for

each of the roles because we needed to survey and develop success

cases for each separate role.

Impact Model for Home Healthcare

Services

This final impact model is the most complex yet because it shows how

new system capabilities were to be used by three major staff roles. The

setting for this SC study was a home healthcare services business that

provided in-home temporary nursing services nationwide. The roles

shown were employees who worked in a national service and call cen-

ter unit that processed inbound service requests from the entire nation.

New computer systems and automatic call distribution (800-number)

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