Onboarding starts at home
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This document summarizes a new onboarding program for temporary and interim staff at KLM Royal Dutch Airlines. The new program is shorter at 11 days compared to the old 17-day program. It uses a mix of classroom, mobile apps, and e-learning. The program takes an inquiry-based learning approach based on 70-20-10 model of on-the-job training, mentoring, and courses. It aims to only teach what is necessary, with the rest learned through on-the-job experience and coaching. The new program has reduced productivity losses compared to the old program.
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Onboarding starts at home
- 1. Onboarding starts at home @ KLM Hans Broos Edwin Bleumink KLM Royal Dutch Airlines mLearnCon Austin 11 June 2015
- 2. Assignment New onboarding program for temp and interim staff - shorter - digital
- 5. Learning @home Old versus new Old New Learning @Work day 1 day 11 day 17
- 6. New situation Mix of •Classroom •Mobile - apps •E-learning
- 9. Approach
- 10. dd-mm-2008 Name of presentation - Version 1.01 10 On the Job Experience Mentoring & Coaching Course 70-20-10 Solutionbasedon: Learning onboarding: Onlythatwhatis necessary Rest: Learningbydoing Coachingbymentor
- 12. Geography Free of charge iOS / Android Based on exsisting app Geography Three letter IATA codes Three ways of learning When study? Before your job starts
- 13. Welcome film Your first contact with the “blue” KLM feeling
- 15. Structure The World of KLM The World of Passenger Services You in the World of Passenger Services
- 16. E-learning
- 17. iPad app
- 18. You & the Customer Classroom session • Air France /KLM service standard • Basic communication • Role play
- 19. You & the Customer Video Practise Online & offline Any decive Based on exsisting app Multiple practise moments As often as you want
- 20. On the Job Card Mentoring • 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
- 21. Numbers Length of training Old : 17 days New: 11 days Productivity loss drop from € 650.000,- to € 390.000,- Costs involved € 200.000,-
- 22. 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
- 23. Reactions of staff and management Interesting “I can learn how I want it.” “Innovative” “I prefer classroomsessions” “Exceeds expectations”
- 24. Thank you for your attention