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