Harvey’s Buddies

Plan Phase

BBY CONFIDENTIAL

Project Harvey Overview

• This a the next transition for covert and Geek Squad• All USO PC DAs will be transitioned into Covert DA roles

– A covert DA will truly embody the term Double agent by spending part of their week on platform and part of their week on site with clients

• These DAs will report to DCOs just like all other agents but they will also be used to support the local USO and DFM in their area

• The time they spend on platform will vary based on the days out in their home market

BBY CONFIDENTIAL

Why do we need to change the Buddy process

• There are A LOT of PC Double agents in the company and they will all be transitioning to covert– All of them will need to be trained on the covert systems– We will have waves each week starting the 22nd

• Each waves will have between 20-40 agents • We will have up to 4 active waves at any given time

– These agents will need to balance their covert training along with servicing the clients in their areas

• We will not know in advance how many days each DA will be able to dedicate to the buddy training because each market will be different

– Their Schedules can change daily in some cases

BBY CONFIDENTIAL

CHANGES TO THE NEI & BUDDY PROCESS

Our solution

BBY CONFIDENTIAL

NEI Changes

• NEI is going to be shortened – The target right now is 2 days

• More of the content that has been covered in the NEI in the past will be covered 1:1 by a buddy

BBY CONFIDENTIAL

Buddy Changes

• We have increased the number of buddies dramatically• Buddies have been pulled out of forecasting• We have started the creation of a more standardized training• With your help we are going to be making leader guides for each

topic and day• Buddies will not be assigned to more than 1 new agent at a time• Buddies will not be training the same new agent each day • Time will be spent with both a dispatcher and a FF/core agent

during training• The Harvey DCO will be responsible to partner a new DA with an

available buddy– We are working on the backend of this process

BBY CONFIDENTIAL

Day 1 “getting ready”

• Day 1 is a mix of validation of tools and SOP• This day should be completed by a Fulfillment agent

– Verify the following• Breeze access works• SharePoint access• Certs• LMI • Shiftplanning/TLC

– Vacation requests and shift trades• Skype setup• CAT downloaded• Texter/Phrase express• Outlook and Lync working• S2/AS Profiles are set and working

– Correct info and pics• Correct core services• Work bench working

BBY CONFIDENTIAL

• Review the following material, prompt new agent with questions– Protecting client data bulletins– Reinforce CDP– CP process– What to do if data loss occurs– SOW/SOP review (On Wiki)– Precinct Scheduler

• 1:1 with DCO• End day with an email to the DCO recapping how the day went

both from the buddy and the DA

BBY CONFIDENTIAL

Day 2 “Shadow/Learning start”

• This day will be done by a dispatch agent• Before getting on platform cover:

– Covert wiki navigation and usage– How to contact the DCO on duty

• Email changes• Calling off

– Notes templates/SOP– Covert Approved Tools SOP– Subscriptions– Metrics/Reporting (scorecards, Etc.)

BBY CONFIDENTIAL

• Once that has all be covered sign on to platform– Show the DA how to take both phone and site connects

• Demonstrate the dispatch process• Connecting clients via LMI

– Access FMS, Purchase History, contracts, current offers in breeze– FMS

• By the end of the day the DA should have a good understanding of how the platform works

BBY CONFIDENTIAL

Day 3

• This day should be lead by a Fulfillment agent• Focus on teaching the following:

– Client feedback• How to solicit it• How to view• How to followup • How to change feedback

– Verify subscriptions in breeze and vendor portals– How to deal with client sign in issues– What to do if a sub wont show/attach in workbench– Dispatching a job to GSOS/refund queue– Escalate concerns regarding a partner (expert or TT Agent)– How to handle an escalated client– Initiate a phone call from session history– Using the S2 checklist – OCG

BBY CONFIDENTIAL

Day 4 “Pre-Live” day

• Verify DA has completed the covert systems Learning Lounge modules– Covert Operations – systems – Breeze– Covert Operations – systems – LMI– Covert Operations – systems – S2– Covert Operations – Ops – Certs– Covert Operations – Ops – Wiki

• Time to go live with buddy shadowing the DA

BBY CONFIDENTIAL

Buddy Training Guides

• We are going to compile a Leadership guide by day – This will include what to cover and how to cover it

• We need volunteers from this team to build out the content• Please email me by Friday the 5th

• DCO Nathan and I will be giving out topics• All assigned topics will need to be submitted by the 13th for

review• The completed training guides should be sent out by the 21st to

the buddies

BBY CONFIDENTIAL

Questions?