The original brief for this consulting assignment was to investigate gaps in the provision of induction training for new recruits within Direct Customer Sales and Service. Upon initial investigation, there appeared to be plenty of training and performance support materials available to service these inductions needs. However, what existed was a disconnect between the training materials and performance support tools on the one hand and the job roles that those materials and tools purport to assist.

This disconnect arose gradually as a result of the substantive changes in the Financial Services industry over the last several years. As roles changed to reflect new sales and compliance priorities, new components were added around the edges without changes to the overarching themes.