1. EUSERVICESTRAINING Not an original document

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. Geek Squad Training
Not an original document
DEFININGTHENEED

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. 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. 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. 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. 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. Not an original document
NEXTSTEPS
• Detailed timeline
• Costing's
• Project Plan

10. Not an original document
NEXTSTEPS
• Detailed timeline
• Costing's
• Project Plan