BB&T Case Study

Problem – BB&T is a decentralized organization that has to learn a centralized and coordinated process that is dictated by ApplePay.

Causes of the Problem – The introduction of a new product into the operational process.  Tellers may be unfamiliar with the product and, more importantly, its benefit to their customers, which may result in low priority given to the training and inconsistent rollout.

Alternative Solutions –

1.  Coordinate centralized training with Apple trainers at Apple locations in their regions (geographically driven).

2)    Have Apple trainers visit each branch and provide face to face training, including simulations.

3)    Coordinate with Apple to provide training electronically, utilizing each region’s preferred modality – lecture course and quizzes, videos, podcasts, etc.

4)    Provide centralized training to the regional trainers and allow them to identify the best way to deliver training to associates in their respective regions.

Best Alternative – I would select the fourth alternative as it is consistent with the organizational and operational structure and culture as the regional trainers will know best how to deliver training to their respective employees, making acceptance and implementation easier.

Implementation Steps –

1. Develop a timeline for the rollout.

• Identify Regional Trainers (ideally, familiarity with the product would be beneficial, but not required).

• Coordinate Regional Trainers’ training with Apple Pay.

• Meet with Regional Trainers to discuss, develop, and finalize region-specific training action plans and schedules, including the justification for modes of training best suited to their employees.  Advise regional presidents of the same. 

• Define and agree upon centralized evaluation standards.