Omni-Web Training Needs Analysis Findings

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March 6, 2015

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• Analysis Process Overview

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Engagement Objectives

Purpose of Engagement:

• To design the future state training curriculum pathway for CLIENT partners impacted by the CLIENT Omni-Web initiative.

Objectives:

• Conduct interviews and informational gathering processes to:
• Understand organizational perspectives and points of view
• Understand current state of learning and training
• Understand the learning audience
• Understand the organizational change impacts, degrees of change, and future state requirements
• Define the scope of training
• Leverage findings and data gathered to:
• Provide high-level organizational change management findings to support organizational impact assessment and change management process
• Provide findings and recommendations based on best practices to ensure project success
• Develop a training curriculum and course design that meets the objectives and intended outcomes of �the project
• Provide a recommended training development and delivery project plan

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Analysis Process

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Align and Prepare

• Conducted Training Needs Analysis Overview meeting with Omni-Web Core Team and Expanded Core Team to align expectations.
• Conducted Training Needs Analysis Kickoff meeting with Omni-Web Sponsors, Core Team, Expanded Core Team, Business SMEs, and Learning & Development Team to introduce the process, establish roles and responsibilities, and timeline.

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Gather Data and Conduct Interviews

• Surveyed project Sponsors, Core Team, Expanded Core Team, and Business Functional SMEs.
• Gathered Job/Process/Task prioritization data from Core Team.
• Reviewed business process maps and role maps.
• Reviewed examples of existing training materials.
• Conducted interviews with:
• 6 Sponsors
• 4 Core Team members
• 32 Business Functional SMEs
• Learning & Development team

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Interview Subjects

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Timeline

Week One: February 23 - 27

Record findings

Week Two: March 2 - 6

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• Key Findings

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Findings: Omni-Web Big Picture

• The Omni-Web implementation will have a major impact on Support Center Partners, Customer Service Representatives, and Distribution Centers in terms of new business processes and new systems.
• Most businesses are impacted in some way. Most heavily impacted is eCommerce, Customer Service, and Supply Chain.
• A significant level of question exists in the minds of the target audience regarding features and capabilities of Omni-Web. Many interview subjects were not sure how they would do their jobs.
• Some level of question exists regarding future-state roles and responsibilities.
• Near-term impact to stores is awareness-level. Long-term converge is significant; still TBD.

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Findings: Learning & Development

• Business initiates requests for learning; owns content.
• L&D supports from a learning and change perspective, finds vendors, supports project implementation.
• Training enablers:
• Partners typically receive training well and say they like training
• All audiences interviewed for Omni-Web expressed interest in training support
• Training barriers:
• Store learning environment not ideal for eLearning
• Limited connection between training and performance metrics
• Completion rates typically low (<60%)

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Findings: Learning & Development

• Tools and processes:
• SumTotal Learning Management System – MyLearningCenter (MLC)
• All employees have access including DFS, with exception of VetCo group, contractors, and CSRs*
• Team has used Articulate for in-house development
• Documented tech specs and development process
• Brand Creative has internal branding guidelines
• Course deployment times (eLearning):
• 1 week for testing
• 3 weeks to push training out to learner computers (stores run local versions of eLearning courses; less time for support centers)
• Course deployment times (ILT/other):
• 2 weeks lead time to get the course listed and uploaded into MLC
• Additional 2 weeks for registration
• Printing can occur within this window

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Findings: Omni-Web Audiences

eCommerce

• 38 people (44 including directors)
• Primarily located in San Diego
• Have many questions regarding impact of Omni-Web, specifically:
• How will they complete their existing job tasks in the new systems?
• Will new systems have the same capabilities?
• Will existing job tasks take longer or be more complicated?
• Confusion regarding future-state roles and responsibilities

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Findings: Omni-Web Audiences

eCommerce – Key Changes and Training Impacts

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Findings: Omni-Web Audiences

Customer Service

• Management team (3-4) located in San Diego & San Antonio
• Account managers/special project agents (~30)
• Frontline customer service representatives (200-300)
• Sutherland is the primary customer service vendor
• Has locations in Philippines and Jamaica
• Has their own training team and training classrooms
• Will deliver training to their own frontline CSRs
• DFS call center in WI will be used for escalations for all CLIENT
• Jamaica call center will likely be closed in September

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Findings: Omni-Web Audiences

Customer Service – Key Changes and Training Impacts

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Findings: Omni-Web Audiences

Distribution Centers

• 27 DC operators (Mira Loma, Braselton, Cranberry)
• 10 IT supply chain support (US and India)
• 8 Supply chain support (multiple locations)
• 2 eCommerce distribution centers (San Diego, San Antonio)
• DCs have classrooms and computers available for training

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Findings: Omni-Web Audiences

Distribution Centers– Key Changes and Training Impacts

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Findings: Omni-Web Audiences

Pricing and Promotions – Key Changes and Training Impacts

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Findings: Omni-Web Audiences

Other Impacted Audiences – Key Changes and Training Impacts

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Findings: Omni-Web Audiences

Other Impacted Audiences – Key Changes and Training Impacts

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• Change Management Considerations

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Organizational Change Management

• VENDOR supporting ongoing organizational change management effort, beginning with an organizational impact assessment (OIA) focused on the Omni-Web initiative.
• Information gathered from Training Needs Analysis will be used to support change management activities and OIA.
• Change management strategy planning and communications activities are currently underway (this is a joint effort between CLIENT and VENDOR with CLIENT leading).

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• Learning Recommendations

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Learning Strategy Recommendations

Near-Term Overall Strategy (up to go-live date)

• System & process-based development.
• Role-based deployment
• Cross-train learners with related roles and responsibilities on the same systems.
• Instructor development to ensure SMEs and Core Team are equipped to support training delivery (CLIENT responsibility).
• Level 1 and 2 evaluation to ensure learner capabilities on new systems and processes.
• Employ blended learning strategy:
• Brief iPDF presentation to communicate Converge transformation vision and Omni-Web Strategy
• Introductory eLearning modules for major systems to address basics and navigation topics
• Classroom-based ILT to learn skills and allow learners to practice scenario-based exercises delivered by business SMEs and Core Team
• Job aids/step cards for follow-up and reference of system tasks and job processes

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Learning Strategy Recommendations

Long-Term Strategy (post go-live)

• Continued use of job aids/step cards.
• Shoulder-to-shoulder coaching sessions with Core Project Team and SMEs from go-live through October using “Mission Control” model.
• Identify and acknowledge “Super Users”.
• Revise onboarding materials to embed new job aids and exercises.
• Repurpose learning designs for future training on Converge projects.
• Note: Scope of Work does not include development support for long-term strategy activities.

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Learning Strategy

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Learning Strategy Recommendations

Primary Training Curriculum

• Omni-Web Overview
• Introduction to AEM CMS
• Content Management & Data Governance
• Introduction to Sterling Call Center & OBO
• Call Center and Customer Service
• Introduction to Websphere Commerce
• eCommerce Site Management
• Introduction to Merchandising Taxonomy
• Product Management
• Order Management Basics
• Pricing and Promotions

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Supplemental Learning Support

(VENDOR will provide limited support for these learning activities) �

• eCommerce Marketing
• iLog & Advanced Sterling OMS
• Processing Gift Cards in Sterling OMS
• Taxware
• Loss Prevention (no VENDOR support)

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Proposed Training Curriculum

Omni-Web Overview iPDF

• This graphical, interactive PDF (iPDF) will introduce CLIENT audiences to the Omni-Web implementation and explain the impacts to our partners and our customers. Goal is to help obtain buy-in from partners.
• High-level topics:
• Introducing Converge
• Transforming Our Business
• Transforming the Experience of Our Customers
• Omni-Web Framework – How does it work? What does it mean for me?
• 15-page iPDF
• Audience: All CLIENT Partners, including Support Centers, Call Centers, DCs, and Stores.

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Proposed Training Curriculum

Introduction to AEM CMS

• This brief eLearning module is designed to introduce anyone working with the AEM CMS to the software.
• High-level topics:
• Introducing AEM
• AEM DAM interface and navigation
• AEM Sites interface and navigation
• 15-minute Level 1 eLearning module with screenshots and demos developed using Captivate and HTML.
• Audience: All content creation teams, marketing, brand creative, eCommerce production team; CRM, other audiences who may be impacted by AEM.
• Note: This course is a mandatory prerequisite for the Content Management & Data Governance course.

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Proposed Training Curriculum

Content Management & Data Governance

• This instructor-led training (ILT) is designed to support content and production teams on the use of digital asset management (DAM) in AEM, page creation in AEM, and the process for managing data associated with assets.
• High-level topics:
• Module 1: Business Processes
• Content management workflow execution
• Data management
• Module 2: DAM
• Image management
• Other content
• Module 3: Sites
• Sites – request, page creation, draft & modify, publish

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Proposed Training Curriculum

Content Management & Data Governance (continued)

• 2-day ILT (broken into four 4-hour sessions) with exercises and job aid support. Delivered by CLIENT SME and Core Team member. Recommend at least 3 deliveries to accommodate large audience size.
• Course components: Instructor guide, slides, participant workbook with exercises; job aids.
• Audience: All content creation teams, brand creative (Modules 1-2 only), eCommerce Production team; other impacted audiences.
• Note: Introduction to AEM CMS is a prerequisite for this course. This course does not cover template creation or custom page creation.

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Proposed Training Curriculum

Introduction to Sterling Call Center and OBO

• This brief eLearning module is designed to introduce anyone working with the Sterling Call Center and/or OBO to these systems.
• High-level topics:
• Introducing Sterling Call Center
• Sterling Call Center interface and navigation
• Introducing OBO
• OBO interface and navigation
• 15-minute Level 1 eLearning module with screenshots and demos developed using Captivate and HTML.
• Audience: All CSRs, DC Operators, Loss Prevention, & Sales Audit.
• Note: This course is a mandatory pre-requisite for the Call Center and Customer Service course.

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Proposed Training Curriculum

Call Center and Customer Service

• This Train-the-Trainer (T-T-T) course is designed to give Call Center Managers and SMEs the skills necessary to train all front-line CSRs on new scripts, business processes, and how to complete their job tasks using Sterling Call Center and OBO.
• High-level topics:
• Business process and script changes
• Sterling Call Center: key tasks – demo and practice
• On Behalf Of (OBO): key tasks – demo and practice
• 3-day T-T-T course enabling delivery of a 2.5-day ILT course, featuring exercises and job support.
• Course Components: T-T-T instructor guide, slides, facilitator manual, participant workbooks with exercises, job aids.

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Proposed Training Curriculum

Call Center and Customer Service (continued)

• CLIENT CSR Directors and Core Team will co-deliver two T-T-T sessions to ~30 Call Center Managers and SMEs in two locations. Call Center Managers and SMEs will deliver 2.5-day classroom session to 200-300 Front-line CSRs using CLIENT content developed by VENDOR.

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Proposed Training Curriculum

Introduction to Websphere Commerce

• This brief eLearning module is designed to introduce anyone working directly with the Websphere CMC platform.
• High-level topics:
• Introducing Websphere CMC
• CMC interface and navigation
• 15-minute Level 1 eLearning module with screenshots and demos developed using Captivate and HTML.
• Audience: All eCommerce staff, Web Distribution Liaisons, Loss Prevention, Tax Analysts.
• Note: This course is a mandatory prerequisite for the eCommerce Site Management course and for Module 2 of the Product Management course.

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Proposed Training Curriculum

eCommerce Site Management

• This ILT course is designed to give eCommerce teams a hands-on deep dive into the use of the Websphere CMC and related systems for core eCommerce tasks and processes.
• High-level topics:
• Managing web hierarchy
• Managing search and navigation
• Managing pages and layouts
• Managing categorization
• Managing sites/stores
• 1-day ILT (two 4-hour sessions) with exercises and job aid support (2 deliveries co-facilitated by business SME and Core Team member).
• Course components: Instructor guide, slides, participant workbook with exercises, job aids.

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Proposed Training Curriculum

eCommerce Site Management (continued)

• Audience: Impacted eCommerce teams.
• Note: Leverage IBM out-of-the-box training and support materials where possible.

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Proposed Training Curriculum

Introduction to Merchandising Taxonomy

• This brief eLearning module is designed to introduce CLIENT’s new merchandising taxonomy to the merchandising teams.
• High-level topics:
• Introducing merchandising taxonomy
• 15-minute Level 1 eLearning module with screenshots and demos developed using Captivate and HTML.
• Audience: Merchandising Analysts, Merchandising Managers, and eComm Site Merchandising Team.
• Note: Introduction to Merchandising Taxonomy is a prerequisite for Product Management.

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Proposed Training Curriculum

Product Management

• This ILT course will dive into business process changes that impact Merchandising specifically with a focus on data enrichment attribution, business process, and using PIM.
• High-level topics:
• Module 1: Process
• Business process change: Omni-Attribute Enrichment Specialist
• Data attribution taxonomy
• Module 2: Using PIM for Omni Enrichment
• OAES: Creating and managing items in PIM and CMC
• 1-day ILT (two 4-hour sessions) with exercises and job aid support. 1 delivery, co-facilitated by PIM SME and eComm Merchandising SME.
• Course components: Instructor guide, slides, participant workbook with exercises, job aids (repurpose existing PIM job aids where possible).

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Proposed Training Curriculum

Product Management (continued)

• Audience: Merchandising Analysts (Module 1), AMM & MM, and eComm Site Merchandising Team (Modules 1-2).
• Note: Introduction to Merchandising Taxonomy is a prerequisite for this course. Introduction to Websphere Commerce is a prerequisite for Module 2.

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Proposed Training Curriculum

Order Management Basics

• This ILT course will give DC Operators hands-on training with Sterling OMS.
• High-level topics:
• Sterling OMS overview
• Sterling reports
• Order tracking & status
• Inventory adjustments
• Managing eComm returns (TBD)
• 3-hour ILT with exercises and job aid support, delivered by Web Distribution Liaisons and/or Supply Chain Systems.
• Course components: Instructor guide, slides, participant workbook with exercises, job aids.
• Audience: DC Operators.

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Proposed Training Curriculum

Pricing and Promotions

• This ILT course will present new pricing and promotions business processes and systems tasks to the eComm Pricing and Promotion teams as well as Pricing & Promotions Management teams, including hands-on training on RPM and integration with Websphere CMC.
• High-Level Topics:
• Business process changes (global promotions, pricing duplication, etc.)
• Using RPM – demo and practice
• Pricing in RPM and Websphere CMC
• Promotions in Websphere CMC
• 2-day ILT (four 4-hour sessions) with exercises and job aid support. 1 delivery, co-facilitated by Pricing SME and eComm Merchandising SME.

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Proposed Training Curriculum

Pricing and Promotions (continued)

• Audience: eCommerce, Pricing Management, CRM
• Course components: Instructor guide, slides, participant workbook with exercises, job aids (repurpose existing RPM job aids where possible).
• Note: Introduction to Websphere Commerce is a recommended prerequisite for this course.

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Proposed Training Curriculum

Supplemental Learning Support – eCommerce Marketing

• We recommend that eCommerce SMEs and project core team conduct an informal 4-hour workshop with eComm Site Content and Site Marketing teams to explain how key tasks are completed in CMC, AEM, and Siebel.
• High-Level Topics:
• Manage eComm Marketing
• Manage Sweepstakes
• Manage Email
• Manage Customer Segmentation
• VENDOR will develop up to 8 job aids documenting business process changes and key systems tasks for eCommerce Marketing as well as a high-level slide presentation.

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Proposed Training Curriculum

Supplemental Learning Support – eCommerce Marketing (continued)

• Note: VENDOR will not provide instructor manuals, participant manuals, or exercises for this effort.
• Note: Siebel SMEs have recommended that eComm email team attend a 3-day or 5-day Siebel course delivered by Oracle.

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Proposed Training Curriculum

Supplemental Learning Support: iLog and Advanced Order Management

• We recommend that the core team and SMEs conduct a series of 3-4 short (2-hour) deep dive sessions with the Web Distribution Liaisons, Supply Chain Systems, iLog Managers, and IT Business Partners for Supply Chain to gain deeper knowledge of iLog and Sterling OMS functionality. Also recommend that Loss Prevention attend any session on iLog.
• High-level topics:
• Order troubleshooting, order aging
• Shipping and shipping restrictions
• Managing split logic
• Managing distribution network
• VENDOR will develop up to 8 job aids documenting business process changes and key systems tasks as well as a high-level slide presentation.
• Note: Aside from above job aids, VENDOR will not provide development or delivery support for this effort.

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Proposed Training Curriculum

Supplemental Learning Support: Processing Gift Cards in Sterling OMS

• We recommend that the core team run a 2-hour workshop for Sales Audit teams on processing gift cards in Sterling OMS.
• High-level topics:
• Business process overview deep dive
• Gift cards processing in Sterling OMS: demo and practice
• VENDOR will develop up to 6 job aids documenting business process changes and key system tasks
• Note: VENDOR will not provide instructor manuals, participant manuals, or exercises for this effort.

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Proposed Training Curriculum

Supplemental Learning Support - Taxware

• We recommend shoulder-to-shoulder sessions with CLIENT’s tax analysts and the Taxware SME to train analysts on any Taxware-specific knowledge and skills.
• VENDOR will develop up to 6 job aids documenting business process changes and key system tasks.
• Note: VENDOR will not provide instructor manuals, participant manuals, or exercises for this effort.

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Proposed Training Curriculum

Supplemental Learning Support – Loss Prevention

• We recommend that CSR Directors conduct a 1-day workshop with Loss Prevention to walk through the tasks and features that CSRs will be using in OBO and Sterling Call Center. This would be an abbreviated version of the full 2-day workshop that CSRs will get. Also recommend that Loss Prevention attend any session on iLog conducted for the Supply Chain and Web Distribution teams.
• This audience can use job aids and other support materials created for CSRs and Web Distribution teams.
• VENDOR will not create materials specifically for this audience.

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Proposed Training Curriculum by Audience

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• Design and Development Process

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Design and Development Process - ILT

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Development and Design Process - eLearning

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• Training Development and Delivery Timeline

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Proposed Development Timeline

Omni-Web Overview

Introductory eLearning Modules

Content Mgmt. & Data Governance

Order Mgmt. Basics

Call Centers & Cust. Service

Merch Business Processes & PIM

Pricing & Promotions

Training Development

eComm Platform

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Timeline Assumptions

• March 30: Training Development Project kicks off
• April 6: Course designs completed and signed off
• April 9-June 30: Development process
• April 15: Websphere CMC, Sterling Call Center, OBO, AEM CMS environments accessible for screenshots and process validation
• April 30: Other applicable systems accessible for screenshots and process validation

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Timeline Assumptions

• June 15: System training environments available
• Populated with subset of product and customer records �(Sterling OMS and OBO)
• Populated with subset of content artifacts �(articles, images, video, vet care sheets, etc…)
• User security profiles defined for end users
• Training IDs or end user IDs setup and assigned appropriate security privileges
• June 30: All course materials completed and signed off
• July 1-24: Deployment of training on MLC, Printing
• July 27 – Aug 14: Training delivery
• August 15: Go-live for Unleashed.com (or Beta site)
• Early October: Go-live for full CLIENT.com site

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• Risks and Mitigation

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Training Risks & Mitigation

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Training Risks & Mitigation

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Training Risks & Mitigation

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Training Risks & Mitigation

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Training Risks & Mitigation

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Training Risks & Mitigation

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• Project Plan

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Development Project Plan

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Development Project Plan

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Development Project Plan

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Proposed Staffing Plan

Notes:

• VENDOR anticipates ten (10) travel trips spread over the duration of the project.
• VENDOR Consultants we anticipate travelling:
• Shannon Rampe (Omni-Web Project Manager); NAME (Program Manager); NAME (Sr. ISD) and NAME (Program Operations Director)
• The remainder of the team will be working remotely.
• VENDOR intends to leverage our off-site development center to support content development associated with this project.

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Proposed Deliverables

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Proposed Deliverable Breakdown

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Definition of Deliverables

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Definition of Deliverables

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