Onboarding starts at home
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Transcript of Onboarding starts at home
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Onboarding starts at home @ KLM
Hans BroosEdwin Bleumink
KLM Royal Dutch AirlinesmLearnCon Austin
11 June 2015
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Assignment
New onboarding program for temp and interim staff
- shorter- digital
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Target group
TraineeTemp staff
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Old situation
Only classroom
Lenght 17 days
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Learning
@home
Old versus new
Old
New
Learning
@Work
day 1 day 11 day 17
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New situation
Mix of •Classroom•Mobile - apps•E-learning
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Point of departure
Inquiry-based learning
70-20-10
Use expertknowledge
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Approach
Developer Learner
SME
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Approach
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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
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Departure Transfer Arrivals
Processes
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GeographyFree of chargeiOS / AndroidBased on exsisting app
GeographyThree letter IATA codesThree ways of learning
When study?Before your job starts
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Welcome film
Your first contact with the “blue” KLM feeling
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You & the Customer
Four elements
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StructureThe World of KLM
The World of Passenger Services
You in the World of Passenger Services
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E-learning
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iPad app
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You & the CustomerClassroom
session
• Air France /KLMservice standard
• Basic communication• Role play
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You & the CustomerVideo
Practise
Online & offlineAny deciveBased on exsisting app
Multiple practise momentsAs often as you want
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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
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Numbers
Length of trainingOld : 17 daysNew: 11 days
Productivity loss dropfrom € 650.000,- to € 390.000,-
Costs involved€ 200.000,-
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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
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Reactions of staff and management
Interesting
“I can learn how I want it.”
“Innovative”
“I prefer classroomsessions”
“Exceeds expectations”
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Thank you for your attention