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Training in sm es a holistic approach


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Recognition of skills and competence at the workplace, Finland

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Training in sm es a holistic approach

  1. 1. Training processes in SMEs in Iceland: A holistic approach Sveinn Aðalsteinsson María Guðmundsdóttir Tourism Skills Center Iceland 26 Feb. 2019
  2. 2. Investment in employees skills • The Tourism Skills Center established 2017 • Financed by the Ministry of Industries and Innovation • Steering group – two ministries, social partners, ETSC and Vakinn Quality System • Hæ Focus on:  Vocational training policy  Marketing training with company managers  Measuring results of training both for the employer and employees  Skills and profitability  Training of front line staff The Tourism Skills Center – founded due to need 26 Feb. 2019
  3. 3. How we approach companies: - Smarter people for smarter businesses • A model from New Zealand builds it‘s arguments for ROI (Return on Investment) in investing in staff skills • Tourism Skills Center Iceland works with similar arguments • Evaluate effects of learning on company operational parameters (ROI) • Direct marketing to companies Company resources Customer satisfaction Service valueCompany revenues Staff Skills Wages Career development 26 Feb. 2019
  4. 4. How? • Focus on training outcome/results • Examine what the company wants to focus on • Increased customer satisfaction? • Increased revenues pr. employee? • Increased job satisfaction – keep employees? • Less staff turn-over? • Changed behaviour of staff and middle-managers? • Back-track to training: 26 Feb. 2018 Efficient training – change behavior Training by external trainers Training by internal trainers Electronic training Measurable Training Outcome We start here!
  5. 5. Training process and company performance T0 T1 Training Need Analysis: 1) Focus groups $$$ or 2) Survey $$ or 3) Meeting $ Training Plan Increased customer satisfaction? Increased revenues pr. employee? Increased job satisfaction? Less staff turn-over? Changed behaviour of staff and middle-managers? Training provider Benchmarking Tourism Skills Center: System design and tools Training provider: Implementation and data collection Contract Evaluation of company performance External course(s) on-site Internal training: on-site iteration Electronic training: iteration External course(s) on-site Evaluation of company performance Decreased customer satisfaction Decreased revenues pr employee Decreased job satisfaction High staff turn-over Undesired behaviour of staff and middle-managers - marketing! 26 Feb. 2019 Counselling?Counselling?Counselling?
  6. 6. Does this approach work? • Proactive marketing works • Skills Center and Training providers in alliance • During 2018, around 120 small companies have been visited: • >40 contracts signed • 72 companies (sometimes more than one company pr. contract – clusters) • 2.100 employees involved • 5 Training providers (now expanded to 8) active, nation-wide • Usually well-met by the companies • Performance indicators (measurements) are not always easy to use • Training the Training providers takes more time than anticipated • This approach can probably be used for SMEs in all sectors – but specific „language“ must be used for each sector with knowledgeable „sellers“ • Don‘t sell courses – sell performance and profitability (ROI) 26 Feb. 2019
  7. 7. Thank you! 26 Feb. 2019