1

How to make your organisation

Customer OrientedCase : City administration of Leuven

Large Group Learning

SOL Conference 2012

Wim Thielemans

2

Who are we?

Dynamo

School for Recruitment

•Are you in for an experiment?

•Case City of Leuven – how to make the city administration more Customer Oriented?

Content

Large group learning

group

individual

scenariofixed

assignmentopen

Training

BookE-learning

Coaching

trainingcommunicationmanagement

sales

learningon the job

coachingsolution focused

Appreciative inquiry

group

individual

scenario

assignment

whiteboard session

Learninggame

e-learning

development center

feedback center

Learningsession

the secret academy of Da Vinci

simulation game

appreciative inquiry

red jacketsimulation center

supervision /intervision

Organisational development

Organisational constellation

theater constellation

large group interventions

open spaceworldcafé

10

Are you in for an experiment?

• This is a light version of what we did on a half day – we will do this in 30 min

• Part 1: Walk think talk – 5 min• Part 2: Sub Grouping – 15 min• Part 3: Plenary – 10 min

Timing is crucial

• Group of 2 – Ask each other• What is your personal story or

achievement you are proud of and that is an example of good customer care?

• ( internal or external customer care)• Compare the common ingredients • Time: Story 2x2 min, comparison 1 min

Walk-Think-Talk

• 3 duo’s form one Sub Group• Compare the common ingredients

that you find in every story• Write one statement that emerges

out of the common ingredients and that is a guideline for good customer care

Subgrouping

Decide who will: • Guide the conversation• Keep the time• Take notes• Present to plenary

Self Management

• Present your statement• Voting if we agree or not agree:

‣ Agree : White bean‣ Disagree: Red bean

Voting

25

Case

City of LeuvenCustomer focused working

Customer Focus

Before the move

Before the move

After the move

After the move

1. Culture survey - iWAM

2. Kick off (what’s good already?)

3. Election session (determine how we agree to work customer focused)

4. Survey in new office

5. Training

6. Follow-up

27

Culture surveyCulture survey Kick-offKick-off Election

sessionElection session

Survey in the new

office

Survey in the new

officeTrainingTraining Follow-

upFollow-

up

Culture surveyCulture survey Kick-offKick-off TrainingTraining Follow-

upFollow-

upElection sessionElection session

Survey in the new

office

Survey in the new

office

Culture surveyCulture survey Kick-offKick-off TrainingTraining Follow-

upFollow-

upElection sessionElection session

Survey in the new

office

Survey in the new

office

Culture surveyCulture survey Kick-offKick-off TrainingTraining Follow-

upFollow-

upElection sessionElection session

Survey in the new

office

Survey in the new

office

Culture surveyCulture survey Kick-offKick-off TrainingTraining Follow-

upFollow-

upElection sessionElection session

Survey in the new

office

Survey in the new

office

Situational Judgement Test

Culture surveyCulture survey Kick-offKick-off TrainingTraining Follow-

upFollow-

upElection sessionElection session

Survey in the new

office

Survey in the new

office

Follow-up – Feedback Center

Experience-orientedlearning

Case

with

act

or

Ind

ivid

ual

self-

evalu

ati

on

Deepening

Widening

iWAM

Culture surveyCulture survey Kick-offKick-off TrainingTraining Follow-

upFollow-

upElection sessionElection session

Survey in the new

office

Survey in the new

office

Follow-up – Large group

Resilience

Wha

t wor

ks

Self-

evalu

ati

on

in

gro

up

Storytelling

Culture surveyCulture survey Kick-offKick-off TrainingTraining Follow-

upFollow-

upElection sessionElection session

Survey in the new

office

Survey in the new

office

Questions ?www.dynamo.be

www.schoolforrecruitment.com

wim@dynamo.be