Recent Projects

ICAL Innovation Courses
Return On Investment (ROI) Performance Examples

Following are a few samples of customized interventions developed by ICAL and successfully implemented with the ICAL Innovation System.  

Each client determines Level 1-4 Kirkpatrick outcomes before any intervention is undertaken.  

Level 1: Satisfaction:

The staff supports the intervention and displays increased confidence
and self-esteem after the intervention is complete.

Level 2: Knowledge

The staff demonstrates they have acquired the content of the
intervention whether it involves skills or behavior.

Level 3: Application

The staff uses their new knowledge to solve actual challenges on the
job.

Level 4: Return on Investment (ROI)

Qualitative and quantitative measurement of bottom-line returns from
increased revenue or from decreased expenses. 


In every case, our clients achieved all four levels and earned several times their initial investment in each intervention they selected.

© The International Center for Accelerative Learning (ICAL) - 2062 Harobi Dr., Atlanta GA  30084 - tel: 404-538-5063 / fax: 775-924-2219



Customer Satisfaction
Mellon Bank

Goal:

To insure that every employee represents the company in a friendly, customer-focused manner, especially when the customer is difficult or angry.

Satisfaction:
  • Increased positive evaluations
  • Reduced dropouts
  • Increased department referrals 

Knowledge:
  • Increased post-test results
  • Increased customer service points
  • Successful role plays

Application:
  • Reduced customer complaints 
  • Reduced account closings
  • Increased customer referrals

ROI:
  • Increased new accounts
  • Decreased closed accounts 
  • Increased customer referrals


Station Controls
Continental Airlines

Goal:

To acquaint all employees with the new financial controls designed to reduce losses from current management of ticket stock, duty-free goods, and alcohol inventory.  

Satisfaction:
  • Positive student evaluations
  • Increased course attendance
  • Increased station requests 

Knowledge:
  • Increased post-test DSR terms
  • Increased case study scores
  • Increased management knowledge

Application:
  • Increased use of DSR forms
  • Increased staff accountability
  • Increased inventory accountability

ROI:
  • Increased cash flow
  • Decreased loss of inventory 
  • Increased profits

Customer Contact English
Turkish Airlines

Goal:

To ensure that every employee in a customer contact position is able to communicate effectively and politely with customers in both high frequency and emergency situations.

Satisfaction:
  • 100% attendance during course, 
  • High internal staff “buzz”
  • Full class enrollments  

Knowledge:
  • 85%+ passing the TOEIC exam 
  • Increased confidence
  • Increased post-test results

Application:
  • Decreased use of interpreters
  • Reduced customer complaints
  • Increased on-time departures

ROI:
  • Increased passenger loads 
  • Increased repeat customers
  • Increased cargo/business accounts

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Computer Ticketing System
Continental Airlines

Goal:

To introduce the new system to ticket agents in such a way that they will accept the new system and use it over their current one.

Satisfaction:
  • Positive student evaluations
  • Increased attendance at training 
  • Reduced dropouts

Knowledge:
  • Increased ticketing rate
  • Increased scenario pass rate 
  • Decreased mistakes

Application:
  • Increased use of new system 
  • Faster customer processing
  • Decreased ticketing errors

ROI:
  • Increased excess baggage revenue
  • Decreased international fines
  • Increased profits



Refinery Engineer English
Star Petroleum of Thailand

Goal: 

To prepare all non-English speaking engineers to assume control of refinery within eighteen-month period to avoid default on agreement with sponsoring government.

Satisfaction:
  • 100% attendance during course 
  • Full class enrollments
  • No dropouts 

Knowledge:
  • 85%+ passing TOEIC exams 
  • Passing refinery scenarios in class 
  • Successful pass to post training 

Application:
  • 100% post training participation
  • Increased problem-solving skills
  • Increased English communication

ROI:
  • Refinery deadline achieved
  • 95% engineer retention rate
  • Target output achieved

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Loan Express
Mellon Bank

Goal:

To develop an engaging self-study course that will effectively teach employees to process Basic Loans, Home Equity Loans, Secured Loans, Closed End Loans, Fixed Loans, and others.

Satisfaction:
  • Increased positive evaluations 
  • Increased student completion rate
  • Increased internal demand

Knowledge:
  • Increased post-test scores 
  • Increased successful role plays 
  • Correct use of terms 

Application:
  • Decreased supervisor questions
  • Increased loan applications 
  • Increased referral sales

ROI:
  • Increased approved loans
  • Decreased loan defaults 
  • Decreased cost-to-loan ratio


Cabin Attendant Spanish
United Airlines

Goal:

To prepare cabin attendants serving international routes to embody the company Customer Satisfaction Philosophy while using a second language such as Spanish.

Satisfaction:
  • Positive student evaluations
  • Full enrollment
  • Full student completion

Knowledge:
  • 85%+ passing the ACTFL exam  
  • Increased successful role plays
  • Increased team work

Application:
  • Reduced customer complaints
  • Increased use of Spanish 
  • Increased “smile factor” on board

ROI:
  • Increased passenger / cargo loads
  • Reduced complaints
  • Increased repeat customers

Production Line Safety
Kellogg Cereals

Goal:

To prepare factory employees to operate new automated production line equipment with a higher level of teamwork and a lower incidence of accidents. 

Satisfaction:
  • Positive union/student evaluations
  • 100% attendance within 2 months
  • Increased release compliance 

Knowledge:
  • Increased written post-test results
  • Increased scenario pass rates 
  • Increased recall of procedures 

Application:
  • Increased use of new procedures 
  • Reduced account closings
  • Increased customer referrals

ROI:
  • Decreased lost work days
  • Decreased accidents
  • Decreased benefit claims




Worker-Driven TQM
Western Textiles

Goal:

To prevent factory closing due to poor profitability from underutilization of floor space and high product scrap ratio.

Satisfaction:
  • Positive student evaluations
  • Attendance at training
  • Increased morale and team spirit 

Knowledge:
  • Increased TQM exam scores 
  • Formation of quality teams
  • Successful TQM scenario scores

Application:
  • Reorganized equipment layout 
  • Increased available floor space
  • Increased team participation 

ROI:
  • Decreased scrap ratio 
  • Increased new product revenue
  • Increased profits
  • Factory remained opened 


Hub Standardization
Continental Airlines

Goal: 

To completely prepare 100 new control tower employees to staff and operate three new hubs (from one existing hub) to service all flights (domestic and international). 

Satisfaction:
  • 100% attendance during course 100% Successful completion
  • Increased morale and confidence

Knowledge:
  • Increased DOT post-test scores
  • Increased scenario outcomes
  • Increased team work

Application:
  • Increased volume 
  • Maximum cargo loads
  • Increased on-time departures

ROI:
  • Increased cargo revenue
  • Increased passenger loads
  • Decreased staff expenses