Action Map

An Action Map to Identify and Analyze Performance Problems

This action map was designed to identify and address a current need for additional customer service training for marketing software and products.  The action map was created to pinpoint the business goal for the customer service team and branch off to the main job behaviors that will help the team achieve that goal.  Once all main job behaviors had been identified I addressed each by providing different levels of knowledge needed to achieve that behavior and therefore offering a training solution whether it is an ILT, e-learning or resource document.  Parts of the document have been redacted per agreement with the client. 

The map offered a clear visual representation for stakeholders to see and follow along the course of action that tackles all behaviors ultimately rendering the business goal outcome they are looking for. 

Audience: Marketing company leaders within the customer service sector.