1. John M. Hall
WE THINK GLOBAL
WWW.WE-THINK-GLOBAL.COM
FlipKart Ecommerce
Induction Training
DESIGN DOCUMENT & STRATEGIC OVERVIEW

2. 1
Contents
Document Description..................................................................................................................................3
Training Overview & Purpose .......................................................................................................................3
Description of Audience................................................................................................................................3
Major Course Objectives...............................................................................................................................3
Proposed Instructional Setting(s) .................................................................................................................4
Equipment & Supplies...............................................................................................................................4
Suggested Classroom Configurations .......................................................................................................4
Course Materials & Instructional Methods...................................................................................................5
Materials:..................................................................................................................................................5
Methods:...................................................................................................................................................5
Course Duration & Schedule.........................................................................................................................5
Duration:...................................................................................................................................................5
Daily Schedule...........................................................................................................................................5
Course Outline ..............................................................................................................................................5
Preparedness & Quality Assurance...............................................................................................................8
Preparedness ............................................................................................................................................8
Quality Assurance .....................................................................................................................................8
Evaluation Measurement..............................................................................................................................8
Post Training Recommendations..................................................................................................................8
Assumptions..................................................................................................................................................8
Acceptance....................................................................................................................................................9

3. 2
Legal Notice
The information contained in this document is the confidential, proprietary information of We Think Global. No part of this document may be
reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying,
recording, or otherwise), or for any purpose, without the express written permission We Think Global. Information in this document (including
URLs and Web site addresses) is subject to change without notice. Any policies referenced herein should not be construed as a contract or
guarantee of specific rights or benefits. We Think Global may modify its policies, programs and benefits at any time, with or without notice.
Except as expressly provided in any written license agreement from We Think Global the furnishing of this document does not give you any
license or other rights to any patents, trademarks, copyrights, or other intellectual property embodied in this document. © 2014 We Think
Global. All rights reserved

4. 3
Document Description
The design document is presented to FlipKart Management and India’s Department of Labor to outline the
strategic plans for development of training curriculum preparedness of India’s youth for employment within
Ecommerce segment.
Training Overview & Purpose
Our desire and goal is to provide training that will enable India’s youth with marketable education and skills to
secure sustainable employment. In a 2013 study published by Dr Pravin Sinha, Senior Project Advisor in the Labour
and Trade Union program at the Indian Office of the Friedrich-Ebert-Stiftung, Dr. Sinha cited that the skills attained
through preexisting educational entities as having “limited market application”. We Think Global’s training will
place an emphasis on critical thinking, opportunities for “On the Job” training, and highly interactive exercises that
place an emphasis on “real world application” of the knowledge and skills attained through training.
Description of Audience
The anticipated audience for this training is youth spanning from 10 to 12 standard including individuals up to 30
years of age. From a generational perspective the majority of those in attendance will be Generation Z and
Generation Y collectively included in and commonly referred to as Gen Next. Given the well documented
accounts, studies, and our very own experience of training principles and methodologies, our approach and
methods will take into consideration best practices for engaging Gen Next learners. More specifically, best
practices include, but are not limited to:
 Activities and exercises that emphasize “thinking” and discovery, rather than “telling” and lecture.
 Social learning activities that will allow for collaboration and discussion amongst their peer group.
 Ensuring that an understanding of “why” a task is being done as of equal importance to “what” the task is
and “how” to do it.
 Overview and understanding of the big picture and their (Gen Next’s) role as it relates to an organizational
initiative or social cause.
 Focus on the most critical “need to know” elements of a topic, thus keeping training short and to the
point.
 Include elements of gamification, recognition, and acknowledgement for achievements when possible.
Major Course Objectives
At the completion of training participants will:
 Explain the benefits of FlipKart’s Ecommerce training as a means to secure sustainable employment
 Describe the importance of acquiring the marketable skills introduced in FlipKart’s Ecommerce training
 Demonstrate a fundamental understanding of Ecommerce operations, including the role of supporting
operational functions
 Explain key processes related to both the Ecommerce order and delivery life cycle
 Describe the importance of providing exceptional customer service and effective customer management
as means of customer retention and continued business growth
 Explain and demonstrate best practices and behaviors of top performers and how these practices and
behaviors contribute to successful careers

5. 4
Proposed Instructional Setting(s)
Because the training is intended to foster “social learning” via collaborative group discussions, table
activities, and role plays it is highly recommended that the setting is optimized for interaction amongst
students. Moreover, there would be guidelines and expectations for instructors and/or facilities
management personnel to refer to for preparing a classroom:
Equipment & Supplies
 Projector
 Flip Charts
 Ink Pens
 White Board
 Dry Erase Markers
 Poster Markers
 Computer – Instructor
 Audio for Instructor’s Computer
 Computer – Students TBD
 Pertinent Equipment (e.g. Handheld Devices, Hard Hats) Used
within:
o Warehouse Operations
o Delivery Hub
o Receipt of Payment
o Capturing of Customer Feedback
Suggested Classroom Configurations
Sample A Sample B
Sample C Sample D

6. 5
Course Materials & Instructional Methods
The course will be delivered as ILT (Instructor Lead Training). The following course materials and instructional
strategies that will utilized:
Materials:
 Instructor’s Guide – Printed
 Student Participant Guide – Printed
 Slide Presentation
Methods:
 Socratic Method – Critical Thinking
 Case Studies & Incidents
 Instructor Lead Discussions
 Knowledge Check
 Timed Group Activities
 Timed Role-Plays
 Demonstrations
 Hands Practice
 Workplace Student Observation
Course Duration & Schedule
Duration:
 5.5 Days
Daily Schedule
 6.5 - 7 Hours of Combination of Classroom &
OJT as applicable
 30 – 45 Minute for Lunch
 15 Minute AM Break
 15 Minute PM Break
Course Outline
Day 1 Objectives Day 1 – Topics & Subtopics
Materials, Equipment,
and Supplies
Activities
At the completion of this
section participants will:
 Explain the similarities and
differences between a retail
and Ecommerce customer
experience
 Articulate their role in
providing an exceptional
Ecommerce customer
experience
 List the characteristics of the
various Ecommerce Business
models
 Articulate career paths
within Ecommerce business,
including behaviors that
would contribute to a
successful career
 Explain what a supply chain
is and its relation to FlipKart
 Welcome & Introductions – 30 Min
 Learning Agreement – 30 Min
 Retail & Ecommerce Overview - 120 Min
o The Retail Customer Experience
o The Ecommerce Customer
Experience
o Similarities & Differences
o Your Role in Providing an
Exceptional Ecommerce
Experience
 Ecommerce Business Models – 60 Min
o Description of Ecommerce Models
o Similarities & Differences of Each
Model?
 Career Paths of Ecommerce – 45 Min
o Careers @ FlipKart
o Building Blocks for a Successful
Career
 Overview Supply Chain – 90 Min
 Daily Debrief & Recap – 30 Min
Materials
 Instructor’s Guide -
Printed
 Student Participant
Guide – Printed
 Slide Presentation
Equipment & Supplies
 FlipChart
 Dry Erase Markers
 Poster Markers
 Pens
 Class Discussion
 Group Activities
 Knowledge Check

7. 6
Day 2 Objectives Day 2 – Topics & Subtopics
Materials, Equipment,
and Supplies
Activities
At the completion of this
section participants will:
 Describe Order & Delivery
Life Cycles
 Explain the role and
importance of planning as a
function of Warehouse
Operations
 Demonstrate a basic
understanding of the
purpose and use of
Handheld Devices &
Warehouse Technology
 Review / Preview – 30 Min
 The Order & Delivery Life Cycle – 60 Min
 Warehouse Operations Part I – 60 Min
o The Planning of Work
o Roles & Responsibilities
o Safety
 Warehouse Site Visit & Tour – 120 Min
 Warehouse Technology Overview
(Onsite @ Warehouse) – 120 Min
o Commonly Used Technology
o Handheld Devices
 Daily Debrief & Recap – 30 Min
Materials
 Instructor’s Guide -
Printed
 Student Participant
Guide – Printed
 Slide Presentation
Equipment & Supplies
 FlipChart
 Dry Erase Markers
 Poster Markers
 Pens
 Hard Hats –
(Warehouse Only)
 Warehouse –
Handheld Devices &
Technology
 Class Discussion
 Group Activities
 Workplace
Student
Observation
 Student Hands on
Practice
Day 3 Objectives Day 3 – Topics & Subtopics
Materials, Equipment,
and Supplies
Activities
At the completion of this
section participants will:
 Describe the relevance of
Categories & Products,
Material Handling, and
Product Handling
 Demonstrate a basic
understanding of the
purpose and use of
Handheld Devices &
Warehouse Technology
 Explain key Warehouse
processes, including their
importance
 Explain the role and
importance of planning as a
function of Delivery Hub
 Review / Preview – 30 Min
 Warehouse Operations Part II – 90 Min
o Categories & Products
o Material Handling
o Product Handling
 Warehouse Technology Practice & Role-
Plays – 120 Min
 Major Warehouse Processes – 90 Min
o Inbound
o Inventory
o Outbound
o Reverse Flow
 Major Processes in Delivery Hub Part I –
60 Min
o Planning the Work
o Roles & Responsibilities
 Daily Debrief & Recap – 30 Min
Materials
 Instructor’s Guide -
Printed
 Student Participant
Guide – Printed
 Slide Presentation
Equipment & Supplies
 FlipChart
 Dry Erase Markers
 Poster Markers
 Pens
 Warehouse –
Handheld Devices &
Technology
 Class Discussion
 Group Activities
 Role Plays
 Workplace
Student
Observation
 Student Hands on
Practice

8. 7
Day 4 Objectives Day 4 – Topics & Subtopics
Materials, Equipment,
and Supplies
Activities
At the completion of this
section participants will:
 Describe dispatch and
transport consignment,
including its importance
 Explain key Delivery Hub
processes of delivery
shipment, payment, and
reverse flow
 Demonstrate a basic
understanding of the
purpose and use of
Handheld Devices &
Delivery Hub Technology
 Review / Preview – 30 Min
 Delivery Hub Technology Overview– 45
Min
 Dispatch & Transport of Consignment –
60 Min
 Delivery of Shipment – 30 Min
 Modes of Payment – 30 Min
 Reverse Flow – 30 Min
 Delivery Hub Site Visit – 60 Min
 Delivery Hub Technology Practice
(Onsite @ Warehouse) – 120 Min
o Commonly Used Technology
o Handheld Devices
 Daily Debrief & Recap – 30 Min
Materials
 Instructor’s Guide -
Printed
 Student Participant
Guide – Printed
 Slide Presentation
Equipment & Supplies
 FlipChart
 Dry Erase Markers
 Poster Markers
 Pens
 Warehouse –
Handheld Devices &
Technology
 Class Discussion
 Group Activities
 Workplace
Student
Observation
 Student Hands on
Practice
Day 5 Objectives Day 5 – Topics & Subtopics Materials, Equipment,
and Supplies
Activities
At the completion of this
section participants will:
 Articulate expectations
regarding professional
appearance and grooming
 Demonstrate behaviors of
good phone etiquette and
communication
 Identify appropriate steps to
resolve common Ecommerce
problems
 Review / Preview – 30 Min
 Importance Professional Appearance &
Grooming – 45 Min
 Customer Engagement – 90 Min
o Phone Etiquette & Communication
o How to Provide an Exceptional
Customer Experience
 Problem Resolution – Common Problems
Associated with Ecommerce – 45 Min
 Customer Engagement Role-Plays – 90
Min
 Test Prep & Study – 120 Min
Materials
 Instructor’s Guide –
Printed
 Student Participant
Guide – Printed
 Slide Presentation
Equipment & Supplies
 FlipChart
 Dry Erase Markers
 Poster Markers
 Pens
 Class Discussion
 Group Activities
 Role Plays
 Hands on Practice
Day 6 Objectives Day 6 – Topics & Subtopics Materials, Equipment,
and Supplies
Activities
 Ecommerce Test – 90 Min
 Recognition & Celebration
 Words of Encouragement and Final
Thoughts
 Transition to Job Assignments
Equipment & Supplies
 FlipChart
 Dry Erase Markers
 Poster Markers
 Pens
 Class Discussion
 Group Activities
 Role Plays
 Hands on Practice

9. 8
Preparedness & Quality Assurance
Preparedness
a) As a pre-requisite of the Train the Trainer session, We Think Global will conduct a full training class
intended to provide a full demonstration of how the course is to be facilitated.
b) After successful completion of the Ecommerce Induction Training all designated Instructors will be
required to complete a 3 day Train the Trainer session. The purpose of the Train-the-Trainer session is to
provide mentor/trainers with competencies that will enable them to effectively mentor, facilitate
knowledge acquisition, application, and skills in use of the Ecommerce Induction Training Instructor
Manual and methodologies.
Quality Assurance
We Think Global will conduct random audits of training delivered Pan India. The audits are intended to maintain
the integrity of the course and professional delivery of the content.
Evaluation Measurement
Below is a list of the evaluation methods that will be used during and post training:
 Level 1 Reaction - How well did the learners like the learning process?
 Step 2: Learning - What did they learn? (the extent to which the learners gain knowledge and skills)
Post Training Recommendations
To reinforce knowledge and skill obtained in training and increase productivity over the long run it is highly
recommended students are paired with a tenured member of the team who demonstrates exemplary work ethic
and attitude during their first 10 days on the job. The tenured team member will serve as a mentor. Expectations
should be set with the mentors prior to new hire employees’ arrival. Responsibilities of the mentor would be as
follows:
 The primary point of contact when new hires have questions regarding the operation of equipment and
devices
 Provide basic guidance and coaching on task that do not require manager approval
 Serve as role models and examples to their junior colleagues
Assumptions
 Any cost associated with the securing and set up of training facilities to conduct the Ecommerce Induction
Training and/or Train the Trainer will be absorbed by client (per agreed upon budget).
 Any cost associated with transportation for site visits to conduct OJT during Ecommerce Induction Training will
be absorbed by the client (per agreed upon budget).
 Instructors and students will have reasonable access to FlipKart offices and facilities for OJT during the course
of training
 Access to all necessary Warehouse/Delivery Hub Technology and Handheld devices will be the responsibility of
the client
 All personnel designated as Instructors will be required to attend both the Ecommerce Induction and Train the
Trainer classes in their entirety

10. 9
Acceptance
By signing you agree that you accept the training concept and design as presented in this document and that We Think
Global may begin the development of the coursework.
Mr. Vivek Mehrota,
FlipKart
Director - Academy for Supply Chain:
Date:

11. 10
References
https://www.dropbox.com/s/un6i8mlqewnqfq9/pwc-nextgen-study-2013.pdf
https://www.dropbox.com/s/ix9cbwynvmi46o6/Report%20-%20Combating%20Youth%20Unemployment%20in%20India.pdf