1. Objectives
1.1. New Associates feel welcome
1.2. Understanding the big picture and how they fit into it
1.3. Onbaording should be fun and educational, allowing new Associates to "hit the ground running"
1.4. Gather feedback and continually improve the process
1.5. Foster Associate pride in the company and Department
1.6. Connectivity in and out of my Department
1.6.1. CX Leadership
1.6.2. DX, Sales, Finance, Logistics
2. Post hire/Pre start
2.1. Confirm 1st working day
2.2. Inform new Associate what they should bring with them on their 1st day
2.3. Online data collection/forms
2.4. New Associate Welcome Portal?
2.5. Real insight of Actual Role (Hearth)
2.6. Hardware, resources and system check & fulfillment
2.7. Digital Intro to Mentor/Buddy
3. DO NOT
3.1. Rush the onboarding process
3.2. "Make it up as we go along"
3.3. Bore new hires to death
3.3.1. Disengage them!
3.4. Thrown new employees into the fire/sink or swim.
4. Measurement
4.1. Key Learning Indicators (KLI)
4.1.1. Productivity output
4.1.2. Individual contribution
4.1.3. Team contribution
4.1.4. Eval. Day 1
4.1.4.1. Competency 1,2,3,4,5,6,7,8
4.1.5. Eval. Week 1
4.1.5.1. Competency 1,2,3,4,5,6,7,8
4.1.6. Eval. Week 2
4.1.6.1. Competency 1,2,3,4,5,6,7,8
4.1.7. Eval. Week 3
4.1.7.1. Competency 1,2,3,4,5,6,7,8
4.1.8. Eval. Day 30
4.1.8.1. Competency 1,2,3,4,5,6,7,8
4.1.9. Eval. Day 60
4.1.9.1. Competency 1,2,3,4,5,6,7,8
4.1.10. Eval. Day 90
4.1.10.1. Competency 1,2,3,4,5,6,7,8
4.1.11. Eval. Day 180
4.1.11.1. Competency 1,2,3,4,5,6,7,8
4.1.12. Eval. Day 365
4.1.12.1. Competency 1,2,3,4,5,6,7,8
5. What do Associates need to know?
5.1. Company Culture
5.1.1. Built in short, social and/or team building exercises.
5.2. Mentor?
5.2.1. Who would best suit this new employee
5.3. Responsibility
5.3.1. 1. Supervisors %
5.3.2. 2. Mentor %
5.3.3. 3. NED %
5.3.4. 4. Team Lead %
5.3.5. 5. Co-workers %
5.3.6. 6. HR %
5.3.7. 7. Other
5.4. CX ONBOARDING
5.4.1. FOCUS on Performance = Results
5.4.1.1. 1. INTRO to CX
5.4.1.1.1. 1. CX VISION
5.4.1.1.2. 2. Team Welcome
5.4.1.1.3. 3. What do we do
5.4.1.1.4. 4. What's where
5.4.1.1.5. 5. REMOTE WORK
5.4.1.1.6. How am I connected
5.4.1.2. 2. PRODUCT KNOWLEDGE
5.4.1.2.1. 1. What makes Napoleon products great
5.4.1.2.2. 2. GRILLS
5.4.1.2.3. 3. HEARTH
5.4.1.2.4. 4. HVAC
5.4.1.3. 3. SOFT SKILLS
5.4.1.3.1. 1. Customer Service Funamentals
5.4.1.3.2. 2. Customer Service Communication Skills
5.4.1.3.3. 2. Conflict resolution
5.4.1.3.4. Root Cause Analysis and Critical Thinking
5.4.1.3.5. Mental Health and Wellness
5.4.1.3.6. 5. Time Management/Productivity
5.4.1.3.7. 6. SALES
5.4.1.3.8. 7. ELECTIVES
5.4.1.4. 4. SYSTEMS KNOWLEDGE
5.4.1.4.1. 1. COMMUNICATION Staying connected
5.4.1.4.2. 2. KNOWLEDGE SYSTEMS
5.4.1.4.3. 3. OPERATIONAL SYSTEMS
5.4.1.5. 5. DEALER PROGRAMS
5.4.1.5.1. 1. Dealer Structure
5.4.1.5.2. 2. Dealer Programs
5.4.1.5.3. 3. E-commerce
5.5. DX ONBOARDING
5.5.1. FOCUS on Performance = Results
5.5.1.1. 1. INTRO to DX
5.5.1.1.1. 1. DX VISION
5.5.1.1.2. 2. Who are we
5.5.1.1.3. 3. What do we do
5.5.1.1.4. 4. What's where
5.5.1.1.5. 5. How am I connected
5.5.1.2. 2. SOFT SKILLS
5.5.1.2.1. 1. Good Attitude is everything
5.5.1.2.2. 2. Phone
5.5.1.2.3. 3. Email
5.5.1.2.4. 4. Troubleshooting
5.5.1.2.5. 5. Managing Adverse Behaviour
5.5.1.2.6. 6. Difficult Conversations
5.5.1.2.7. 7. Stress Management
5.5.1.2.8. 8. Working independently
5.5.1.2.9. 9. Adapting to change
5.5.1.2.10. 10. Time Management
5.5.1.2.11. 11. Priorities
5.5.1.2.12. 12. Overcoming objections
5.5.1.2.13. 13. Emotional Intellegence
5.5.1.2.14. 14. Resilience
5.5.1.2.15. 15. Understanding the Customer shoes
5.5.1.2.16. 16. Critical thinking/listening
5.5.1.2.17. 17. Work Ethics
5.5.1.2.18. 18. Effectively working remotely
5.5.1.3. 3. SYSTEMS KNOWLEDGE
5.5.1.3.1. 1. NED
5.5.1.3.2. 2. TEAMS
5.5.1.3.3. 3. Zoom setup
5.5.1.3.4. 4. VPN
5.5.1.3.5. 5. Talk Desk
5.5.1.3.6. 6. Visual
5.5.1.3.7. 7. Sales Force
5.5.1.3.8. 8. RA data
5.5.1.3.9. 9. Distro
5.5.1.3.10. 10. HRIS
5.5.1.3.11. 11. HELP DESK
5.5.1.3.12. 12. Computer Skills
5.5.1.3.13. 13. F & O - Finance and Operations
5.5.1.4. 4. DEALER PROGRAMS
5.5.1.4.1. 1. Dealer Structure
5.5.1.4.2. 2. Dealer Programs
5.5.1.4.3. 3. E-commerce
5.5.1.5. 5. PRODUCT KNOWLEDGE
5.5.1.5.1. 1. GRILLS
5.5.1.5.2. 2. HEARTH
5.5.1.5.3. 3. HVAC
6. First Day
6.1. Associate Initial Impressions
6.2. Policies and Procedures
6.3. Desk and workspace preparation
6.3.1. Tech & Connectivity
6.4. Mentor Assigned/Connected
7. Landmarks and Goals
7.1. 1st Day
7.1.1. Introduce Mentor
7.2. 1st Week
7.3. 1st Month
7.4. 60 Days
7.5. 90 Days
7.6. 6 Months
7.7. 1 Year
8. Feedback
8.1. From Supervisor
8.2. From HR
8.3. From Co-workers?
8.4. Surveys
8.4.1. 1st month
8.4.2. 75 days
8.4.3. 3rd month
8.4.4. 9th month
8.4.5. annual review
9. Duration?
9.1. Day 1
9.1.1. Complete
9.1.2. Knowledge Check
9.1.2.1. Competency 1,2,3,4,5,6,7,8
9.2. Week 1
9.2.1. Complete
9.2.2. Knowledge Check
9.2.2.1. Competency 1,2,3,4,5,6,7,8
9.3. Week 2
9.3.1. Complete
9.3.2. Knowledge Check
9.3.2.1. Competency 1,2,3,4,5,6,7,8
9.4. Week 3
9.4.1. Complete
9.4.2. Knowledge Check
9.4.2.1. Competency 1,2,3,4,5,6,7,8
9.5. Day 30
9.5.1. Complete
9.5.2. Knowledge Check
9.5.2.1. Competency 1,2,3,4,5,6,7,8
9.6. Day 60
9.6.1. Complete
9.6.2. Knowledge Check
9.6.2.1. Competency 1,2,3,4,5,6,7,8
9.7. Day 90
9.7.1. Complete
9.7.2. Knowledge Check
9.7.2.1. Competency 1,2,3,4,5,6,7,8
9.8. Day 180
9.8.1. Complete
9.8.2. Knowledge Check
9.8.2.1. Competency 1,2,3,4,5,6,7,8
9.9. Day 365
9.9.1. Complete
9.9.2. Knowledge Check
9.9.2.1. Competency 1,2,3,4,5,6,7,8