1 How to make your organisation Customer Oriented Case : City administration of Leuven Large Group...
-
Upload
darwin-popple -
Category
Documents
-
view
212 -
download
0
Transcript of 1 How to make your organisation Customer Oriented Case : City administration of Leuven Large Group...
1
How to make your organisation
Customer OrientedCase : City administration of Leuven
Large Group Learning
SOL Conference 2012
Wim Thielemans
2
Who are we?
Dynamo
School for Recruitment
•Are you in for an experiment?
•Case City of Leuven – how to make the city administration more Customer Oriented?
Content
Large group learning
group
individual
scenariofixed
assignmentopen
Training
BookE-learning
Coaching
trainingcommunicationmanagement
sales
learningon the job
coachingsolution focused
Appreciative inquiry
group
individual
scenario
assignment
whiteboard session
Learninggame
e-learning
development center
feedback center
Learningsession
the secret academy of Da Vinci
simulation game
appreciative inquiry
red jacketsimulation center
supervision /intervision
Organisational development
Organisational constellation
theater constellation
large group interventions
open spaceworldcafé
10
Are you in for an experiment?
• This is a light version of what we did on a half day – we will do this in 30 min
• Part 1: Walk think talk – 5 min• Part 2: Sub Grouping – 15 min• Part 3: Plenary – 10 min
Timing is crucial
• Group of 2 – Ask each other• What is your personal story or
achievement you are proud of and that is an example of good customer care?
• ( internal or external customer care)• Compare the common ingredients • Time: Story 2x2 min, comparison 1 min
Walk-Think-Talk
• 3 duo’s form one Sub Group• Compare the common ingredients
that you find in every story• Write one statement that emerges
out of the common ingredients and that is a guideline for good customer care
Subgrouping
Decide who will: • Guide the conversation• Keep the time• Take notes• Present to plenary
Self Management
• Present your statement• Voting if we agree or not agree:
‣ Agree : White bean‣ Disagree: Red bean
Voting
25
Case
City of LeuvenCustomer focused working
Customer Focus
Before the move
Before the move
After the move
After the move
1. Culture survey - iWAM
2. Kick off (what’s good already?)
3. Election session (determine how we agree to work customer focused)
4. Survey in new office
5. Training
6. Follow-up
27
Culture surveyCulture survey Kick-offKick-off Election
sessionElection session
Survey in the new
office
Survey in the new
officeTrainingTraining Follow-
upFollow-
up
Culture surveyCulture survey Kick-offKick-off TrainingTraining Follow-
upFollow-
upElection sessionElection session
Survey in the new
office
Survey in the new
office
Culture surveyCulture survey Kick-offKick-off TrainingTraining Follow-
upFollow-
upElection sessionElection session
Survey in the new
office
Survey in the new
office
Culture surveyCulture survey Kick-offKick-off TrainingTraining Follow-
upFollow-
upElection sessionElection session
Survey in the new
office
Survey in the new
office
Culture surveyCulture survey Kick-offKick-off TrainingTraining Follow-
upFollow-
upElection sessionElection session
Survey in the new
office
Survey in the new
office
Situational Judgement Test
Culture surveyCulture survey Kick-offKick-off TrainingTraining Follow-
upFollow-
upElection sessionElection session
Survey in the new
office
Survey in the new
office
Follow-up – Feedback Center
Experience-orientedlearning
Case
with
act
or
Ind
ivid
ual
self-
evalu
ati
on
Deepening
Widening
iWAM
Culture surveyCulture survey Kick-offKick-off TrainingTraining Follow-
upFollow-
upElection sessionElection session
Survey in the new
office
Survey in the new
office
Follow-up – Large group
Resilience
Wha
t wor
ks
Self-
evalu
ati
on
in
gro
up
Storytelling
Culture surveyCulture survey Kick-offKick-off TrainingTraining Follow-
upFollow-
upElection sessionElection session
Survey in the new
office
Survey in the new
office
Questions ?www.dynamo.be
www.schoolforrecruitment.com