Onboarding starts at home @ KLM

Hans BroosEdwin Bleumink

KLM Royal Dutch AirlinesmLearnCon Austin

11 June 2015

Assignment

New onboarding program for temp and interim staff

- shorter- digital

Target group

TraineeTemp staff

Old situation

Only classroom

Lenght 17 days

Learning

@home

Old versus new

Old

New

Learning

@Work

day 1 day 11 day 17

New situation

Mix of •Classroom•Mobile - apps•E-learning

Point of departure

Inquiry-based learning

70-20-10

Use expertknowledge

Approach

Developer Learner

SME

Approach

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

Departure Transfer Arrivals

Processes

GeographyFree of chargeiOS / AndroidBased on exsisting app

GeographyThree letter IATA codesThree ways of learning

When study?Before your job starts

Welcome film

Your first contact with the “blue” KLM feeling

You & the Customer

Four elements

StructureThe World of KLM

The World of Passenger Services

You in the World of Passenger Services

E-learning

iPad app

You & the CustomerClassroom

session

• Air France /KLMservice standard

• Basic communication• Role play

You & the CustomerVideo

Practise

Online & offlineAny deciveBased on exsisting app

Multiple practise momentsAs often as you want

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

Numbers

Length of trainingOld : 17 daysNew: 11 days

Productivity loss dropfrom € 650.000,- to € 390.000,-

Costs involved€ 200.000,-

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

Reactions of staff and management

Interesting

“I can learn how I want it.”

“Innovative”

“I prefer classroomsessions”

“Exceeds expectations”

Thank you for your attention