Copyright © 2008 by IFB/APB, Lisbon Athens, 2008-02-15 1 Inquiry of former students and customer...

Copyright © 2008 by IFB/APB , Lisbon Athens, 2008-02-15 1

Inquiry of former students and customer satisfaction inquiries

• Luís V. da Cunha Athens, February 15, 2008

EUROBANQUA ►Guideline number 6:

Evaluation of outcomes

* Final version *


N. B.

This PRESENTATION is only complete with the COMMENTS that were made.


The Bank Sector In PortugalThe Bank Sector In Portugal


The Bank Sector In PortugalThe Bank Sector In Portugal

CGD

BES

BBPI SantanderTotta

Millenniumbcp

Banif

Montepio

BancoPopular

DeutscheBank

BPN

BBVA

Barclays

5 Large Universal Groups5 Large Universal GroupsWith Multi-Channel DistributionWith Multi-Channel Distribution

Small & Specialized BanksSmall & Specialized Banks

Medium Size GroupsMedium Size Groups

Total: 38 Banks + 5 Mutualist Banks + 125 Mutual Agricultural Credit Total: 38 Banks + 5 Mutualist Banks + 125 Mutual Agricultural Credit Banks =Banks =

= 168 Institutions= 168 Institutions

CCCAM

55

88


SOURCE: APB – The Portuguese Bank Association, “Banking Activity Sectorial Data - 2007”, Lisbon, 2007

24.91 2111 512Net Income for Period

28.21 9632 516Gross Operating Income

8.2136 330147 541Deposits of Customers

13.6211 932240 704Loans to Customers

11.9340 763381 145Net Assets

ChangeChange

%%

June 2006June 2006

EUR 10EUR 1066

June 2007June 2007

EUR 10EUR 1066

Sectorial Activity Indicators

The Banking Activity – PortugalThe Banking Activity – Portugal

June 2007June 2007

55 84955 84955 84955 8495 2695 2695 2695 269BranchesBranchesBranchesBranches

EmployeesEmployeesEmployeesEmployees

Number of Employees and Branches

SOURCE: APB – The Portuguese Bank Association, “Banking Activity Sectorial Data - 2007”, Lisbon, 2007


IFB – The Portuguese Bank IFB – The Portuguese Bank Training InstituteTraining Institute


PORTUGUESE BANK AND FINANCIAL PORTUGUESE BANK AND FINANCIAL SERVICES ACADEMY NETWORKSERVICES ACADEMY NETWORK

APBAPB - ASSOCIAÇÃO PORTUGUESA DE BANCOS - ASSOCIAÇÃO PORTUGUESA DE BANCOS

THE PORTUGUESE BANK ASSOCIATIONTHE PORTUGUESE BANK ASSOCIATION

APBAPB - ASSOCIAÇÃO PORTUGUESA DE BANCOS - ASSOCIAÇÃO PORTUGUESA DE BANCOS

THE PORTUGUESE BANK ASSOCIATIONTHE PORTUGUESE BANK ASSOCIATION

IFBIFB - INSTITUTO DE FORMAÇÃO BANCÁRIA - INSTITUTO DE FORMAÇÃO BANCÁRIA

THE PORTUGUESE BANK TRAINING INSTITUTETHE PORTUGUESE BANK TRAINING INSTITUTE

IFBIFB - INSTITUTO DE FORMAÇÃO BANCÁRIA - INSTITUTO DE FORMAÇÃO BANCÁRIA

THE PORTUGUESE BANK TRAINING INSTITUTETHE PORTUGUESE BANK TRAINING INSTITUTE

ISGBISGB - INSTITUTO SUPERIOR DE GESTÃO BANCÁRIA - INSTITUTO SUPERIOR DE GESTÃO BANCÁRIA

THE PORTUGUESE SCHOOL OF BANK MANAGEMENTTHE PORTUGUESE SCHOOL OF BANK MANAGEMENT

ISGBISGB - INSTITUTO SUPERIOR DE GESTÃO BANCÁRIA - INSTITUTO SUPERIOR DE GESTÃO BANCÁRIA

THE PORTUGUESE SCHOOL OF BANK MANAGEMENTTHE PORTUGUESE SCHOOL OF BANK MANAGEMENT

THE PORTUGUESE BANK AND FINANCIALTHE PORTUGUESE BANK AND FINANCIAL

SERVICES ACADEMY NETWORK SERVICES ACADEMY NETWORK

THE PORTUGUESE BANK AND FINANCIALTHE PORTUGUESE BANK AND FINANCIAL

SERVICES ACADEMY NETWORK SERVICES ACADEMY NETWORK

EstablishedEstablished

19801980

EstablishedEstablished

19801980

Established

1991

Established

1991


IFB & ISGB: IFB & ISGB: A few numbersA few numbers IFB & ISGB: IFB & ISGB: A few numbersA few numbers

100100

400400

16 00016 000

EXTERNAL TRAINERSEXTERNAL TRAINERSAND CONSULTANTSAND CONSULTANTS

(from Portugal and abroad)(from Portugal and abroad)

EXTERNAL TRAINERSEXTERNAL TRAINERSAND CONSULTANTSAND CONSULTANTS

(from Portugal and abroad)(from Portugal and abroad)

PERMANENT STAFFPERMANENT STAFFPERMANENT STAFFPERMANENT STAFF

PARTICIPANTSPARTICIPANTS(2007)(2007)

PARTICIPANTSPARTICIPANTS(2007)(2007)

840 000840 000EDUCATION & TRAINING VOLUMEEDUCATION & TRAINING VOLUME

Hours x TraineesHours x Trainees(2007)(2007)

EDUCATION & TRAINING VOLUMEEDUCATION & TRAINING VOLUMEHours x TraineesHours x Trainees

(2007)(2007)

ParticipationsParticipations

Total numbers 1982-2007Total numbers 1982-2007

341 000341 000

VolumeVolumeHours x TraineesHours x Trainees~~ 15 millions 15 millions


PedagogicalPedagogicalCommitteeCommitteePedagogicalPedagogicalCommitteeCommittee

Organizational ChartOrganizational Chart

Board of theBoard of thePortuguese Bank AssociationPortuguese Bank Association

Board of theBoard of thePortuguese Bank AssociationPortuguese Bank Association

Secretary GeneralSecretary GeneralSecretary GeneralSecretary General

SharedSharedDepartmentsDepartments

SharedSharedDepartmentsDepartments

ScientificScientific Committee CommitteeScientificScientific

Committee Committee

Technical &Technical &ProfessionalProfessionalCommitteeCommittee

Technical &Technical &ProfessionalProfessionalCommitteeCommittee

IFBIFBIFBIFB

General Manager *General Manager *General Manager *General Manager *

ISGBISGBISGBISGB

Managing Director*Managing Director*Managing Director*Managing Director*

LibraryLibrary

&&

DocumentationDocumentation

LibraryLibrary

&&

DocumentationDocumentation

QualityQuality&&

PlanningPlanning

QualityQuality&&

PlanningPlanning

MarketingMarketing&&

ImageImage

MarketingMarketing&&

ImageImage

PedagogicalPedagogicalDepartmentDepartmentPedagogicalPedagogicalDepartmentDepartment

InformationInformationSystemsSystems

DepartmentDepartment

InformationInformationSystemsSystems


Administrative,Administrative,FinancialFinancial

&&HR DepartmentHR Department

Administrative,Administrative,FinancialFinancial

&&HR DepartmentHR Department

InternationalInternational

AreaArea

InternationalInternational

AreaArea

Client RelationshipClient Relationship

ManagementManagement

AreaArea

Client RelationshipClient Relationship

ManagementManagement

AreaArea

Teachers &Teachers &StudentsStudentsSupportSupport

AreaArea

Teachers &Teachers &StudentsStudentsSupportSupport

AreaArea

Banking &Banking &FinancialFinancialResearchResearch

OfficeOffice

Banking &Banking &FinancialFinancialResearchResearch

OfficeOffice

ScientificScientificAreasAreas

ScientificScientificAreasAreas

SandwichSandwichTrainingTraining




OportoOporto

BranchBranchOfficeOffice

OportoOporto

BranchBranchOfficeOffice

ProfessionalProfessionalTrainingTraining


ProfessionalProfessionalTrainingTraining


PedagogicalPedagogical Committee CommitteePedagogicalPedagogical Committee Committee

MultimediaMultimediaTechnicalTechnical

OfficeOffice

MultimediaMultimediaTechnicalTechnical

OfficeOffice

(*) The same person in the two posts.


VOCATIONAL TRAININGVOCATIONAL TRAINING

AdvancedAdvancedBasicBasic

DEGREESDEGREESBusiness Business

Administration andAdministration andInformation Information

SystemsSystems

Bank Bank ManagemeManageme

ntnt

CANDIDATE TRAININGCANDIDATE TRAINING

Post-Graduate Post-Graduate

QualificationsQualificationsI&IS I&IS ●● MKT&CRM MKT&CRM ●● ABM ABM ●● I&FM I&FM ●● HPS HPS

BTO-IBTO-I CMTBCMTB

ExecutiveExecutiveTrainingTraining

IntermediateIntermediate

BTO-IIBTO-II

Face to FaceFace to FaceDL - DL - PaperPaper Based Basede-Learninge-Learning


Face to FaceFace to FaceDL - DL - PaperPaper Based Based

Face to FaceFace to Face

Face to FaceFace to Face

IFB & ISGB: Training and Education SupplyIFB & ISGB: Training and Education Supply

Bologna Bologna compliantscompliants

ISGBISGB

IFBIFB


EUROBANQUAEUROBANQUA

Guideline number Guideline number 66: : Evaluation of training outcomesEvaluation of training outcomes

Regular inquiries (of former students &Regular inquiries (of former students & customers) to evaluate medium andcustomers) to evaluate medium andlong-term effects of training courseslong-term effects of training courses


Young people aged from 15 to 21, who have completed the 9th grade, or from 17 to 24, who have completed the 12th grade, and want to be candidate for banking jobs.

Some of the most successful IFB courses are Training of Candidates Courses (Apprenticeship system):• Banking Techniques and Operations I [ BTO-I ] ► For young candidates with the 9th grade ► Offers 12th grade & EQF level 3 — vocational qualification● Banking Techniques and Operations II [ BTO-II ] ► For young candidates with the 12th grade ► Offers EQF level 3 — vocational qualification ● Costumer Management Techniques in Banking [ CMTB ] ► For young candidates with the 12th grade and level 3 course in the area ► Offers EQF level 4 — vocational qualification.

The IFB example: training of candidatesThe IFB example: training of candidates

Pedagogical Pedagogical ApproachApproach

Pedagogical Pedagogical ApproachApproach

Classroom trainingClassroom trainingOn-job training (w/ tutors)On-job training (w/ tutors)[


Some data on IFB Training of Candidates Courses

2007

● Number of students 283 ● Number of participating banks 16

● Number of classroom trainers 53

● Number of on-job trainers 261

● Training volume (training hours x students) ► Classroom training 283,649 ► On-job training 108,052 ► Total 391,701

● 2007 former students already employed (Feb.2008) 89 %

The IFB example: training of candidatesThe IFB example: training of candidates


Description and analysis ofDescription and analysis ofgood practice identifiedgood practice identified

The courses’ evaluation includes: • Regular inquiries to students and trainers (satisfaction levels)• Inquiries to tutors and Bank Human Resources Departments (on-job training)• Follow-up inquiries (once in every three years)• Focus groups whenever needed (group interviews of 4 to 6 students)


Steps of implementationSteps of implementation

The major amount of data is collected by questionnaire.

► Questions about:• Former students’ professional path• Current professional situation• Further training courses attended• Opinion about the IFB’ course attended• Utility of the course to their job• Strong and weak aspects of the course• Adjustment of the syllabus to the professional needs and demands.


Assessment and evaluationAssessment and evaluation

Data collection provides a significant number of valuable indicators:• Response rates;• Reported satisfaction levels;• Opinions about the utility and adequacy of courses;• Number of new courses attended by former students;• Success in finding a job, soon after finishing the course;• Reports of professional progression after finishing the course.


Strengths and weaknessesStrengths and weaknesses

► The major strengths of this evaluation process are:• Availability of data from different stakeholders;• Feedback about courses’ quality and utility that leads to its improvement;• Better knowledge about the professional progression of former students.

► Some constraints that must be worked upon:• Difficulty in obtaining additional data form other stakeholders – e.g. former students’ supervisors or managers –, like the performance indicators that are relevant to the performance appraisal;• Difficulty in making updated reports of all the courses;• Low response rates in some groups, when inquiry methods are used.


Possibilities of improvementPossibilities of improvement

• Developing specific questionnaires to evaluate output;• Start collecting data using internet surveys;• Start collecting data from former students’ supervisors/managers, in an attempt to establish performance improvement after attending IFB’s courses.

Also, reporting results and success cases in IFB’s publications “InforBanca” and “BancaJovem”, can improve participation in future evaluation studies.


Thank you.Thank you.

Luís Vilhena da Cunha

[email protected]

Athens, Greece, 15.February.2008

Instituto de Formação BancáriaIFB -The Portuguese Bank Training Institute

Lisbon, Portugal

Copyright © 2008 by IFB/APB, Lisbon Athens, 2008-02-15 1 Inquiry of former students and customer...

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