FlipKart Training Design Document.v2.public.081914
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This document provides a design overview for an induction training program to prepare Indian youth for employment in e-commerce. The 5.5 day course will cover topics like retail vs e-commerce models, careers, supply chain management, warehouse operations, delivery processes, and customer service. Training will include lectures, activities, site visits and role plays. The goal is to give participants marketable skills for sustainable jobs. Instructors will also receive training to ensure consistent delivery of the program across India.
FlipKart Training Design Document.v2.public.081914
- 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: