Copyright © 2008 by IFB/APB, Lisbon Athens, 2008-02-15 1 Inquiry of former students and customer...
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Transcript of 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 *
Copyright © 2008 by IFB/APB , Lisbon Athens, 2008-02-15 2
N. B.
This PRESENTATION is only complete with the COMMENTS that were made.
Copyright © 2008 by IFB/APB , Lisbon Athens, 2008-02-15 3
The Bank Sector In PortugalThe Bank Sector In Portugal
Copyright © 2008 by IFB/APB , Lisbon Athens, 2008-02-15 4
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
Copyright © 2008 by IFB/APB , Lisbon Athens, 2008-02-15 5
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
Copyright © 2008 by IFB/APB , Lisbon Athens, 2008-02-15 6
IFB – The Portuguese Bank IFB – The Portuguese Bank Training InstituteTraining Institute
Copyright © 2008 by IFB/APB , Lisbon Athens, 2008-02-15 7
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
Copyright © 2008 by IFB/APB , Lisbon Athens, 2008-02-15 8
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
Copyright © 2008 by IFB/APB , Lisbon Athens, 2008-02-15 9
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
DepartmentDepartment
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
DepartmentDepartment
SandwichSandwichTrainingTraining
DepartmentDepartment
OportoOporto
BranchBranchOfficeOffice
OportoOporto
BranchBranchOfficeOffice
ProfessionalProfessionalTrainingTraining
DepartmentDepartment
ProfessionalProfessionalTrainingTraining
DepartmentDepartment
PedagogicalPedagogical Committee CommitteePedagogicalPedagogical Committee Committee
MultimediaMultimediaTechnicalTechnical
OfficeOffice
MultimediaMultimediaTechnicalTechnical
OfficeOffice
(*) The same person in the two posts.
Copyright © 2008 by IFB/APB , Lisbon Athens, 2008-02-15 10
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
SandwichSandwichTrainingTraining
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
Copyright © 2008 by IFB/APB , Lisbon Athens, 2008-02-15 11
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
Copyright © 2008 by IFB/APB , Lisbon Athens, 2008-02-15 12
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)[
Copyright © 2008 by IFB/APB , Lisbon Athens, 2008-02-15 13
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
Copyright © 2008 by IFB/APB , Lisbon Athens, 2008-02-15 14
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)
Copyright © 2008 by IFB/APB , Lisbon Athens, 2008-02-15 15
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.
Copyright © 2008 by IFB/APB , Lisbon Athens, 2008-02-15 16
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.
Copyright © 2008 by IFB/APB , Lisbon Athens, 2008-02-15 17
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.
Copyright © 2008 by IFB/APB , Lisbon Athens, 2008-02-15 18
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.
Copyright © 2008 by IFB/APB , Lisbon Athens, 2008-02-15 19
Thank you.Thank you.
Luís Vilhena da Cunha
Athens, Greece, 15.February.2008
Instituto de Formação BancáriaIFB -The Portuguese Bank Training Institute
Lisbon, Portugal