Onboarding starts at home
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Transcript of Onboarding starts at home
Onboarding starts at home @ KLM
Hans BroosEdwin Bleumink
KLM Royal Dutch AirlinesmLearnCon Austin
11 June 2015
Assignment
New onboarding program for temp and interim staff
- shorter- digital
Target group
TraineeTemp staff
Old situation
Only classroom
Lenght 17 days
Learning
@home
Old versus new
Old
New
Learning
@Work
day 1 day 11 day 17
New situation
Mix of •Classroom•Mobile - apps•E-learning
Point of departure
Inquiry-based learning
70-20-10
Use expertknowledge
Approach
Developer Learner
SME
Approach
dd-mm-2008 Name of presentation - Version 1.01 10
On the Job Experience
Mentoring & Coaching
Course
70-20-10
Solution based on:
Learning onboarding:Only that what is necessary
Rest: Learning by doing Coaching by mentor
Departure Transfer Arrivals
Processes
GeographyFree of chargeiOS / AndroidBased on exsisting app
GeographyThree letter IATA codesThree ways of learning
When study?Before your job starts
Welcome film
Your first contact with the “blue” KLM feeling
You & the Customer
Four elements
StructureThe World of KLM
The World of Passenger Services
You in the World of Passenger Services
E-learning
iPad app
You & the CustomerClassroom
session
• Air France /KLMservice standard
• Basic communication• Role play
You & the CustomerVideo
Practise
Online & offlineAny deciveBased on exsisting app
Multiple practise momentsAs often as you want
On the Job CardMentoring
• Task oriented• Learner responsible for
own learning• Give asnwer on
questions like:• How do you show that you are
service oriented.• What kind of questions did you
find difficult to answer
Numbers
Length of trainingOld : 17 daysNew: 11 days
Productivity loss dropfrom € 650.000,- to € 390.000,-
Costs involved€ 200.000,-
Lessons learned
All solutions exist
Expectations SME were too high
Use SME as SME
Change of solution had high impact on organization
Analyse processes show pain organization
Reactions of staff and management
Interesting
“I can learn how I want it.”
“Innovative”
“I prefer classroomsessions”
“Exceeds expectations”
Thank you for your attention