Post on 25-May-2015
The Retail Business Academy
Linking People to ResultsJanuary 2011
Slide 2
Purpose
ENT/GP Dispenser Owner
Awareness Counseling Trial Use
100
75
30
15%
85%
15Hearing Impaired
25 % Drop-out 60 % Drop-out 50 % Drop-out
1. Top-line growth by attacking the issue of drop-out through
2. the implementation of a continuous learning and
3. performance improvement process
Focus
Slide 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 4
Tailor-made Content
– Self-paced presentations for easy repetition of training course
– Workbooks with full text and exercises
Self-pace presentations Workbooks
Slide 5
Learning management
Integrated Development Program
Slide 6
RBA Training Modules
Management
Fitting
Lead Generation Conversion Customer Loyalty
Audiology
Assessment & Conclusions Hearing Instruments Fitting Process
Sales Management
Administration Retail Business System
Hearing Training
Office Management
Marketing Playbook
Counselling Customers
First Impression
Acoustics Anatomy and Physiology
Performance Management
Pathology
Local Area Marketing
Strategic Retailing
Slide 7
Sustainable Learning Path
E-Learning
Mini Session
Mini Session
Individual Coaching
Mini Session
Counselling Customers
12 months
Test
Wor
ksho
p 1
Targ
ets
Mini Session
Mini Session
Wor
ksho
p 2
Ass
essm
ent
Wor
ksho
p 3
2d 1d 1d
Mini Session
External Trainer
Internal Trainer
Sales Manager
Self Study
Slide 8
Management Responsibility
Providing consistent Input
– Providing a focused knowledge foundation
– Creating a motivational impulse
Keeping the momentum
– Providing context knowledge– Program organization– Support on a daily basis
Taking accountability
– Defining and reviewing business and development goals
off the job
on the job
1. Two-day training sessions
2. Train-the-trainer 3. Train-the-manager
1. Organization of all activities of the learning path
2. Support for mini training sessions
3. Individual coaching4. Providing e-learning and tests
1. Performance transparency
2. Individual development plans
3. Appraisal meetings
4. Mini training sessions
5. Individual coaching
External Trainer Internal Trainer Management
Slide 9
Development Controlling
Competence
Per
form
ance
1. Quality of Concept and Content
Expert, management and participant feedback
2. Quality of Delivery Participant feedback form
3. Knowledge Online test
4. Behaviour Counselling assessment
5. Business Results KPI improvement
Slide 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 11
Cost Sharing
Group Company Time, Travel, Accommodation and Meals
Channel Solutions Content Development, Trainer Fees and Expenses
RBS Training
Retail Business AcademySeptember 2011
Slide 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 14
RBS Learning Path – Front End Roll-Out
1. Key User Workshops
2. Kick-off Workshops
3. E-Learning
4. Web Training 1
5. Web Training 2
6. Web Training 3
7. Online Test
8. Web Q&A 1
9. Go Live
10. Web Q&A 2
11. Web Q&A 3
12. Close-out Discussion
13. 360 Feedback
2d
2d
1h
4h
2h
2h
2h
2h
2h
2h
6 weeks 4 weeks1 week
Web Meetings (Adobe Connect)
Face-to-Face Workshops
Online Learning and Test
2h
Slide 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.
Pilot Hansaton – Trainingskonzept
Retail Business AcademySeptember 2011
Slide 17
Lernpfad – Neuer Dienstleistungsprozess
1. Kommunikation
2. Kick-off Meeting
3. Neues Kundenerlebnis
4. Prozess-Coaching
5. E-Learning
6. Online-Test
7. Kundenerlebnis gestalten Akustiker
8. Kundenerlebnis gestalten Verkaufskraft
9. Coaching für VKLs
10. Go Live
11. Coaching
12. Impuls-Workshop
13. Abschluss Workshop
14. Steuerungsgruppe
15. Kommunikationsplattform
2d
1h
5h
0.5d
4 Wochen 12 Wochen
Face-to-Face Workshops
Online Learning und Test
0.5d pro Woche
2d
1d
Individuelles Coaching
Alle Teilnehmer müssen vor Beginn dieses Trainings die RBA Verkaufstrainings besucht und den Test bestanden haben.
3h
0.5d
2h pro 14d
1.5d
2h
Slide 18
Learning management
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
8. Review results and plan development