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Linked In Services training across the EU

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Linked In Services training across the EU

  1. 1. EUSERVICESTRAINING Not an original document
  2. 2. Not an original document • Geek Squad brand and services were being rolled out across the EU and there was a need to define the training programme to support this. • Activity required: Create a training programme to support the markets different requirements which included launching proposition changes only and introducing new roles in market at different times, to different scale and to their own independent timelines. • We had no translation service set up on the businesses preferred supplier list. • Cultural differences meant brand understanding was difficult. CURRENTSTATE
  3. 3. Geek Squad Training Not an original document DEFININGTHENEED
  4. 4. Key Deliverables Option 1 Option 2 Option 3 Training Tool: E-Learning /Other •Locally Produced •Central Consult •Locally delivered Tool: E-Learning/Other •Core Elements centrally created & locally signed off •None Core elements locally created with a central sign off •Comms created centrally and locally executed •Train the Trainer (if req) •Local Market responsible for delivery Tool: E-Learning/Other •100% Centrally created content •Train the trainer •Local Delivery Prerequisite • Training resource approved • Proposition clarity • Leadership sign off on approach • Leadership engagement in the local markets • Budget approved • Markets have expertise • Resource (prioritisation or additional heads agreed) • Proposition Clarity • Budget (Opex) approved • Gap Analysis • Leadership sign off on approach • GS Leadership gain commitment from local market leadership on approach • Resource (prioritisation or additional heads agreed) • Proposition Clarity • Budget (Opex) approved • Gap Analysis • Leadership sign off of approach & Local Leadership commitment Not an original document OPTIONS
  5. 5. Requirements Recommendation Resource Budget Implementation 20 attributes to the proposition 10 Consistent across UK, IRE, FRA, ESP Suggest one e-learning module with consistent attributes rolled up Dedicated GS SME FTE 5-15K/per module + charge for every change Receiving markets will need to add to their systems and translate Pick and Mix 10 Suggest building bite size e-learning module per proposition attribute so markets can pick and mix Dedicated GS SME FTE 5K per module + charge for every change IRE do not have e-learning and therefore face 2 face content will need to be created. Training resource will need to be secured to design this and local markets would have to secure resource to be TTT and go out to implement. Costs must be considered of bringing those that require TTT to receive this training and the budgets for each market delivering this training must be planned. History & Culture? Face 2 Face Content exists however should only be delivered by Agents. Agent Quinto The Agents receiving TTT is required including flights & accommodation Each market must commit to sending enough Agents to receive this training then have a plan to deliver this to the entire retail estate and translate E-Learning Content exits an update maybe required Agent Quinto 5K Receiving markets ESP and FRA will need to add to their systems. Not an original document PROPOSITIONS,HISTORY&CULTURE
  6. 6. Gap Analysis UK content can not be used as is •Content is heavily referenced on policy booklet that is not available in Europe •Material is written with FSA influence •Every thing historically has been created for UK Market specifically •GS launch in UK was with the support of GS trainers and field teams Work required CORE Existing? 20 attributes to the proposition 12 are consistent across UK, IRE, FRA, ESP & therefore are CORE As explained above it was never built in a way we could use as is History & Culture Is consistent across Market therefore should be CORE Yes, as a face 2 face and as a basic e-learning module which we may feel should be updated Behaviours Is consistent across each market therefore should be CORE Yes, as an introductory e-learning module Geek Squad Selling Standards Are consistent across each market and therefore should be CORE As explained above it was never built in a way we could use as is Insurance compliance selling Not CORE and should be held with local market Local market to determine Not an original document BUILDINGCONTENT
  7. 7. In Market Activity Identifying TalentIdentifying Talent Part of the Geek Squad business minimum 3 months Attend a full CoE Boot Camp and become inducted as BAU. Includes Precinct Shadowing Can include Contact Centre shadowing Part of the Geek Squad business minimum 3 months Attend a full CoE Boot Camp and become inducted as BAU. Includes Precinct Shadowing Can include Contact Centre shadowing PrerequisitePrerequisite 3+ MONTHS3+ MONTHS Identify & put forward a suitable candidate Identify & put forward a suitable candidate High value and engagement of the Geek Squad Brand Adheres and Protects Brand Values Good ability of English; speaking, reading and writing High value and engagement of the Geek Squad Brand Adheres and Protects Brand Values Good ability of English; speaking, reading and writing Stage OneStage One 1 MONTHS1 MONTHS ACCREDITATIONTRAINTHETRAINER Not an original document
  8. 8. ACCREDITATIONSTAGES Market Market In UK Market In UK/Market Market 2A. Delivery Skills 2A. Delivery Skills 2B. Localisation & Learning of BC Material 2B. Localisation & Learning of BC Material 3C. Co-Delivery Boot Camp 3C. Co-Delivery Boot Camp 3D. Solo Delivery Boot Camp 3D. Solo Delivery Boot Camp 4E. Accreditation Sign-Off 4E. Accreditation Sign-Off Learn and observe top L&D consultant to develop own delivery style Understand the different types of delivery, the different delegate types & learning styles Learn and observe top L&D consultant to develop own delivery style Understand the different types of delivery, the different delegate types & learning styles Learn and understand Boot Camp material & begin local translation understand and practice the different ways of delivery and rehearse delivering this same content. Learn and understand Boot Camp material & begin local translation understand and practice the different ways of delivery and rehearse delivering this same content. Support a UK CoE DIA deliver Boot Camp. Allows supported practice of the material, activities etc as well as identify weaker/unconfident areas Support a UK CoE DIA deliver Boot Camp. Allows supported practice of the material, activities etc as well as identify weaker/unconfident areas Solo deliver a complete Boot Camp to new/existing Cadets and/or Agents under the supervision of the UK Internal Affairs Team Solo deliver a complete Boot Camp to new/existing Cadets and/or Agents under the supervision of the UK Internal Affairs Team Deliver Boot Camp in local market to real Cadets Observed by UK CoE DIA Deliver Boot Camp in local market to real Cadets Observed by UK CoE DIA Stage TwoStage Two Stage ThreeStage Three Stage FourStage Four 1-2 WEEKS1-2 WEEKS 2 WEEKS2 WEEKS 1 WEEK1 WEEK Up to 1 weekUp to 1 week 1 WEEKS1 WEEKS Review periodReview period Review of Boot Camp experience Procure Training Equipment and map out training dates with appropriate venues Review of Boot Camp experience Procure Training Equipment and map out training dates with appropriate venues 1 WEEKS1 WEEKS Not an original document
  9. 9. Not an original document NEXTSTEPS • Detailed timeline • Costing's • Project Plan
  10. 10. Not an original document NEXTSTEPS • Detailed timeline • Costing's • Project Plan

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