designing global support for an expat...
Transcript of designing global support for an expat...
glo
balp
layers
designing global support for an expat community: the global players platform at Barilla, Italy's leading food company
david trickey (tco)
lamberto prati (barilla)
marianna crestani (tco)
In collaboration with
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presentation flow
• How it all started
• Barilla: the Italian food company
• Exploring the expat experience: the expat survey
• The five challenges
• The Global Players Platform
• The coaching network
• The ‘control panel’
• The satisfaction questionnaire: how well were we meeting the challenges?
• The HR innovation award
• Going virtual
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..on the 18th January 2010…in an office within the world’s largest pasta factory…
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how it all started:
supplier +
trust =
partner
“Let’s…
• make no assumptions – we’ll simply ask the expats
• both play the trust card - all inclusive fixed fee per expat/two year contract
• No breakdown of individual services – just future proof
• No limit to consulting time – whatever’s needed
• challenge each other – tough debates
• challenge the status quo
• make this the foundation for company wide change”
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So what do you think?
Can you draft an expat survey by the end of today??
..and things moved quickly…
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Background video on the Barilla story
Click on the logo below
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36 people responded to the 74-question survey (92% redemption)
Male: 29
Female: 7
Current Expat: 21
Past Expat: 13
Departed before Oct 2009: 30
Departed after Oct 2009*: 6
Female:
21,1% Male:
78,9% No: 38,2%
Yes: 61,8%After
October '09:
16,7%Before
October '09:
83,3%
* In 2009 the expat policy changed
exploring the expat experience: the expat survey (Sept-Oct 2010)
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Challenge #1 How to build positive perceptions of the international assignment experience
Indicators: • Lack of clarity about career benefits of taking assignment • Low perception that international experience was valued in leadership role • Absence from HQ perceived as negatively impacting on career
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Challenge #2 How to build “readiness” for global deployment
Indicators: • Little cross-cultural preparation provided (perceived as useful) • Inadequate post-arrival training to meet initial challenges • Over 25% admitted difficulties adapting to the new context • Biggest challenge was increased uncertainties, especially around family • Often isolated socially from locals • No repatriation support as such
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Challenge #3 How to ensure an effective start-up and re-entry process
Indicators: • Few had onboarding programmes • Inadequate assistance with the partner
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Challenge #4 How to keep the international assignees connected to home country
Indicators: • Most perceived that while abroad they were less present, visible and
connected tto he HQ • Perceptions of being abandoned
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Challenge #5 How to recognise and value international assignees on return
Indicators: • Frustrated desire to share hard won experience abroad on return • Low interest or encouragement to bring new experiences back
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5 challenges for global success
#1 How to build positive
perceptions of the
international assignment
experience
#4 How to keep the
international assignees
connected to the home
country
#5 How to
recognise & value
int’l assignees
on return
#2 How to build
“readiness” for global
deployment
#3 How to ensure an effective
start-up and re-entry process
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ensuring global success
blended learning & development
platform:
The International Profiler
questionnaire (completed)
Intercultural workshops
E-learning modules
International Development Plan
Distance Coaching sessions
Country specific briefings
Web community
• Supporting expats before, during and on their return
• Improving performance through leadership
realignment in a global context
• Sharing and retaining hard won global experience
2011-12
NEW THINKING 10
WELCOMING STRANGERS 3 OPENNESS
ACCEPTANCE 2
-12 FLEXIBLE BEHAVIOUR
-7 FLEXIBLE JUDGEMENT FLEXIBILITY
LANGUAGE LEARNING 5
INNER PURPOSE 9 PERSONAL AUTONOMY
FOCUS ON GOALS 10
-2 RESILIENCE
COPING EMOTIONAL STRENGTH
SPIRIT OF ADVENTURE 8
-2 ATTUNED COMMUNICATION SKILLS - PULL
-4 REFLECTED AWARENESS
-1 ACTIVE LISTENING
CLARITY OF COMMUNICATION 6 COMMUNICATION SKILLS - PUSH
EXPOSING INTENTIONS 9
INFORMATION GATHERING 3 CULTURAL KNOWELDGE
VALUING DIFFERENCES 4
-7 RAPPORT
-6 RANGE OF STYLES INFLUENCING
-20 SENSITIVITY TO CONTEXT
-1 CREATING NEW ALTERNATIVES SYNERGY
Red shows less focus in percentage terms than the database
Green shows more focus in percentage terms than the database
Aggregate results for the expat community using The International Profiler
overview of the barilla global players platform
Expat
Questionnaire
DURING INT’L ASSIGNMENT
RE-ENTRY PERIOD
5 Challenges
to overcome
for global
success
BEFORE INT’L ASSIGNMENT
The International
Profiler (TIP) & Personal Feedback
COUNTRY
BRIEFINGS
International
Personal
DEVELOPMENT
PLAN
Yearly
FORUM
Yearly Forum/
WORKSHOP
6 E-LEARNING
MODULES
1 Distance
COACHING
SESSION x 2
months
1 Reorientation
distance
COACHING
SESSION
on return
(as a prework)
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country briefings
France
USA
Germany
Sweden
Italy
Russia
China
Spain
Brazil
Mexico
Canada
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moving across cultures pack
Cultural awareness and diversity
Intercultural adaptation and culture shock
Cultural orientation framework
Working effectively in the host culture
Communicating across cultures
Trust across cultures
Supporting each other as a family and resources for the expat partner
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Barilla Global Players Platform
DURING INT’L ASSIGNMENT the coaching team
Tim Maureen Nina Helen Marylin
Bethany Simone Olga Andra Sabine
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Collective expat
‘issues’ could be
flagged up in the
organisation
An early warning
signal when before
they were simply
‘off the radar’
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key dilemma – ensuring alignment between the coaches, the global players and the client
inform
involve
40
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key dilemma – ensuring alignment between the coaches and the client
universal process
particular needs
41
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expat evaluation questionnaire 2012
OBJECTIVES
Collect feedback from the Global Players on their experience of the combined tools offered
Identify new ideas from the Global Players on innovative tools / services to integrate
Test the success factor of the platform in relation to the 5 challenges identified in December 2010
33 web-based questions
Target: 44 people (including: the entire current expat community + the expats who have gone through the re-entry stage)
Launched: November, 2012
Redemption: 88,6% (39 people)
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3
2
4
1
EXPAT RECOGNITION ON RE-ENTRY PLANNING A RE-ENTRY STRATEGY
BEING PRESENT WHILE ABSENT GLOBAL-LOCAL BRIDGING
Some deeper-rooted challenges
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the unexpected outcomes: what is the benefit of the newsletter?
Be updated on what happens within the expat community, not feeling alone
Keep the expat community together as a group
Share & exchange common experience
Interesting to read and learn from others experiences
Understand that we all go through similar phases
Learn on how much Barilla is investing on international growth
Sharing the experiences as a VALUE
Information on how things are in different parts of the world
It's nice to be connected with the other expats and to have contents dedicated to us.
The questions asked to the expats are more or less always the same which make possible to compare experiences and reactions from an expat to another
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the unexpected outcomes: the instinctive use of a shared language
WHAT ARE THE TOP 3 LESSONS
YOU HAVE LEARNED BY GOING
ABROAD?
“Power of using emotional intelligence
to connect with different cultures and
to build stronger relationships;
importance of sensitivity to context
for integration and decision-making
processes; the inner purpose as the
key strong ‘ingredient’ able to provide
direction and leadership even in
unfamiliar cultural environments.”
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the unexpected outcomes: voicing needs Is there anything that you would change of
your experience after choosing the international assignment and choosing not to bring the family? The Company must be aware that the professional challenge and personal sacrifices of an expat that leaves the family are obviously very high, complex and difficult. The gratification and support are crucial to make sense of the choice made. This helps to cope with the expectations of the family. If you were to ask Barilla HR one question or one change when the family is divided, what would it be? More professional visibility during the post-expat period, which helps and motivates the expat even through the tough times and helps him to respond to the legitimate questions of his/her loved ones.