The document outlines a training program called the Retail Business Academy. It aims to reduce dropout rates through continuous learning and performance improvement. The objectives are best-in-class training for staff at all levels. Training will be integrated into performance management. Tailored content includes self-paced presentations and workbooks. A sustainable learning path is outlined using various training methods over 12 months. Management is responsible for goals, development plans, and ensuring accountability. Costs are shared between the company and its partners. Evaluation measures include knowledge gained, behavior change, and business results.

1. The Retail Business Academy
Linking People to Results
January 2011

2. Purpose
1. Top-line growth by attacking the issue of drop-out through
2. the implementation of a continuous learning and
3. performance improvement process
Awareness Counseling Trial Use
Hearing ENT/GP Dispenser Owner 15%
15
Impaired
30
85%
Focus
75
100 25 % Drop-out 60 % Drop-out 50 % Drop-out
Slide 2

3. Objectives
1. Best in Class Training Programs
For Consultants, CCRs and Managers
2. Management Involvement
Responsibility as promoters and coaches
3. Integration in Performance and Learning Management
Linking competences with target achievement
4. Development Controlling
Measuring RBA impact
Slide 3

4. Tailor-made Content
– Self-paced presentations for easy repetition of training course
– Workbooks with full text and exercises
Self-pace presentations Workbooks
Slide 4

5. Integrated Development Program
Learning
management
Slide 5

6. RBA Training Modules
Audiology  Acoustics  Anatomy and Physiology  Pathology
Fitting  Assessment & Conclusions  Hearing Instruments  Fitting Process
Lead Generation Conversion Customer Loyalty
 Marketing Playbook  First Impression  Hearing Training
 Local Area Marketing  Counselling Customers
Administration  Office Management  Retail Business System
Management  Strategic Retailing  Performance Management  Sales Management
Slide 6

7. Sustainable Learning Path
Counselling Customers
Mini Mini Mini Mini Mini Mini
Session Session Session Session Session Session
Assessment
Workshop 1
Workshop 3
Workshop 2
E-Learning Test
Targets
Individual Coaching
2d 1d 1d 12 months
External Trainer Sales Manager
Internal Trainer Self Study
Slide 7

8. Management Responsibility
External Trainer Internal Trainer Management
Providing consistent Input Keeping the momentum Taking accountability
– Providing a focused – Providing context knowledge – Defining and reviewing
knowledge foundation – Program organization business and development
– Creating a motivational goals
– Support on a daily basis
impulse
1. Two-day training 1. Organization of all activities of 1. Performance transparency
sessions the learning path 2. Individual development plans
2. Train-the-trainer 2. Support for mini training
3. Appraisal meetings
3. Train-the-manager sessions
3. Individual coaching 4. Mini training sessions
4. Providing e-learning and tests 5. Individual coaching
on the job
off the job
Slide 8

9. Development Controlling
1. Quality of Concept and Content
 Expert, management and participant feedback
2. Quality of Delivery
 Participant feedback form
3. Knowledge
Performance
 Online test
4. Behaviour
 Counselling assessment
5. Business Results
 KPI improvement
Competence
Slide 9

10. Organization
– Program Management
– Local HR
– Steering Committee
– Local and Global HR
– Local Trainer
– Local Management
– Trainers
– Global Lead Trainers per Topic
– Local Trainers
Slide 10

11. Cost Sharing
Group Company  Time, Travel, Accommodation and Meals
Channel Solutions  Content Development, Trainer Fees and Expenses
Slide 11

12. RBS Training
Retail Business Academy
September 2011

13. Approach
1. Face-to-face workshops with presence of Management
– Acceptance for the change
– Initial outline of the new software and first experiences
– Real environment role plays
2. E-Learning Modules for self-learning
– Required knowledge base
– Contents on LMS
3. Web Meetings
– Structured repetition with Q&A before go live
– Ongoing Q&A after go live as required
4. Online Test
– Checking on readiness for go live
5. Memory Joggers and User Manual
– Quick and selective reference
– Memory Joggers for often used processes
6. Service Desk
– Telephone, Instant Messaging
– Ticketing
7. Key Users
– Different position, depending on the company
– Budy system
Slide 13

14. RBS Learning Path – Front End Roll-Out
1. Key User Workshops 2d
2. Kick-off Workshops 2d
3. E-Learning 4h
4. Web Training 1 2h
5. Web Training 2 2h
6. Web Training 3 2h
7. Online Test 1h
8. Web Q&A 1 2h
9. Go Live
10. Web Q&A 2 2h
11. Web Q&A 3 2h
12. Close-out Discussion 2h
13. 360 Feedback
1 week 6 weeks 4 weeks
Face-to-Face Workshops
Web Meetings (Adobe Connect)
Online Learning and Test
Slide 14

15. Open Issues and Reminders
1. Communication Concept: before, during and after.
2. Target Groups Front End: Consultants and CCRs separate or together? Separately.
3. Prioritization of processes necessary? Segmentation by frequency and complexity. Learning materials by segment.
4. Role of Key Users: Key users for questions. In bigger roll-outs internal trainers for the project.
5. Application of Social Media Tool? Content Management System / LMS.
6. Ticketing System ( check with Nick)? Front range ITSM.
7. Accessibility of SOPs. Make them accessible; integrate into training as necessary.
8. Interactive Exercises? Yes, for the top 80% activities.
9. Usage of recorded web meetings?
10. Class size? 1 trainer for 10 students. Not more than 20 students in total.
11. Trainers? Only internal trainers.
Slide 15

16. Pilot Hansaton – Trainingskonzept
Retail Business Academy
September 2011

17. Lernpfad – Neuer Dienstleistungsprozess
1. Kommunikation
2. Kick-off Meeting 0.5d
3. Neues Kundenerlebnis 2d
4. Prozess-Coaching 3h
5. E-Learning 5h
6. Online-Test 1h
7. Kundenerlebnis gestalten Akustiker 2d
8. Kundenerlebnis gestalten Verkaufskraft 1.5d
9. Coaching für VKLs 2h
10. Go Live
11. Coaching 0.5d pro Woche
12. Impuls-Workshop 1d
13. Abschluss Workshop 0.5d
14. Steuerungsgruppe 2h pro 14d
15. Kommunikationsplattform
4 Wochen 12 Wochen
Face-to-Face Workshops Alle Teilnehmer müssen vor Beginn dieses
Trainings die RBA Verkaufstrainings besucht
Online Learning und Test
und den Test bestanden haben.
Individuelles Coaching Slide 17

18. Integrated Development Program
1. Define the targets
2. Monitor performance and give feedback
3. Review results and plan development
4. Reward performance
5. Define the training needs
6. Set up the learning plan
7. Implement the training measures
Learning
management 8. Review results and plan development
Slide 18