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Project Overview: What and How

Project Overview: What and How. Panagiotis Panagos Dr. Charis A. Marentakis KEK ELTA S.A. Kick-off Meeting Athens, Nov. 19, 2015. A few words about KEK ELTA. KEK ELTA Vocational Training Center Member of Hellenic Post S.A. (ELTA) Group Past Experience

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Project Overview: What and How

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  1. Project Overview: What and How Panagiotis Panagos Dr. Charis A. Marentakis KEK ELTA S.A. Kick-off Meeting Athens, Nov. 19, 2015

  2. A few words about KEK ELTA • KEK ELTA • Vocational Training Center • Member of Hellenic Post S.A. (ELTA) Group • Past Experience • 2003-2005: European Postman (EPO) LdV Project • 2008–2010: COurier Routing through Innovative Emulation Learning (COURIEL) LdV Project • 2014-2015: Stress Management LdVProject • Vision • Our Team: • Panagiotis Panagos • Dr. Charis A. Marentakis • SotiriaTriposkoufi • ArisMaragkakis • Afroditi Riga

  3. Agenda • PART 1: The “Big Picture” of the project • PART 2: The methodology • PART 3: The “How to…”

  4. Agenda • PART 1: The “Big Picture” of the project • PART 2: The methodology • PART 3: The “How to…”

  5. Extra3D Project • TITLE: EXperientialTRAining in 3D Virtual Environment (Extra3D Project) • Scope: Development of an integrated training system through the use of serious games practices and augmented reality technologies, which will provide employees at postal organizations the ability to track, acquire, broaden and self-assess the necessary competencies arising from their daily tasks. • Development of postal employees’ capacity (knowledge, skills and competencies) on customer service • Support employees towards the introduction of new, integrated, high-value services • Reinforcement of employability through the acquisition of new enhanced digital skills • Exploitation of the ICT business advantages and their role in the continuous improvement of operations in terms of time, cost and quality • Certification of Customer Service Skills for front-office employees. • Alignment of training with the ECVET framework

  6. Approach • Principles: • Increase excitement and interest for participation • Extended use of multimedia to convey facts and information • Emphasis on active learner’s role in the training process • Increase of responsiveness at complex concepts • Individualized training with direct and adequate feedback • Target Group (for pilot): CS Employees in Postal Organizations • Plus: Opening further possibilities for horizontal generalization in other businesses in the service sector

  7. Relevance to Erasmus+ and alignment • Priorities: • The establishment of effective strategies for enhancing basic skills • The development of basic and transversal skills using innovative methods • The enhancement of digital integration in learning, teaching, training and youth work at various levels • Enrichment and improvement of vocational qualifications (knowledge, skills, competencies) • Approach: • Exploratory, autonomous and experiential strategies  development of innovative techniques and instruments • Alignment with: • National and European Qualifications Framework (EQF) • Postal partners’ business activities • Certified standard of vocational training (EUROPASS ) • Transferability of credit units (ECVET) • Cross-cultural needs • Exchange of ideas and expertise between project partners

  8. Project Size • Development: • Gap analysis • TNA • Design of training program • Development of training material • Certification System • Trainers’ preparation (training of facilitators) • Development of 3D Game • Implementation • Training: 500 employees (pilot – first launch) + 2000 after the closure

  9. Who are we? • In order of appearance in the submission form!

  10. Agenda • PART 1: The “Big Picture” of the project • PART 2: The methodology • PART 3: The “How to…”

  11. Background • Point of departure 1: KEK ELTA Competency Workbook: • Track, train, strengthen and record 12 (at least) key competencies for front-office employees • Basis: experiential narrative of specific realistic scenarios (case studies) • Systematic evaluation, enhancement of strengths, elimination of weaknesses, ability of self-assessment • “Profiling” of each trainee  monitoring of progress  creation of skills portfolio • Product of a 2 years research on educational needs

  12. Background NGT in each table Phase 1: S1 Identification of topic 5min S2 Silent generation of ideas 5min • Point of departure 2: NaviGaTor v3.0 (ETD+NGT): S3 Announce responses 5min S4 BRAINSTORMING 20min S5 Silent ranking 5min S6 Summarize results 5min Focus Business View Training View Problem / Aim Effect / Working Problem Organizational Intervention Training Needs Training Program Training Methodologies Evaluation Tools

  13. Customer Service in Postal Services: General model PO Service Counter Workflow PA1 - Professional Activity 1 : Preparation (before opening) PA2 - Professional Activity 2: Sales and Promotion (during service) PA3 - Professional Activity 3: Customer Support and Information (after sales/service) PA4 - Professional Activity 4: Service Processing (back-office activities)

  14. Customer Service in Postal Services: Professional Activities Reqts Example: Sales and Promotion PA2 - Professional Activity 2: Sales and Promotion (during service) BE2: Sales Admin. BE3: Relationships BE1: Pre-Sales Info/Investigation E1: Disagreement Mgt E1: Listening E1: Negotiation E2: Sales Agreement E2: Sales Consulting E2: Reliable Info E3: Financial Admin. E3: Satisfaction Eval. E3: Solution Proposal E4: Financial Control E4: Info Diffusion E4: Guidance / Support Knowledge: Reception and Satisfaction (image, ice-braking, information reliability, phone communication, needs investigation, guidance) Retail Sales Techniques (commercial policy, solutions and VfM, negotiations, sales agreement, cross-selling, consulting, info. Ddffusion etc. Competences: Team-working, communication, negotiation, sales, troubleshooting, guidance, social competences Skills: Persuation, initiative,confidence

  15. Training Program: Conceptual Design (O4) Facilitator Training Phase 0: KEK TRAINERS P0 Class Training + Webinar Creation Profiling (K/S/C Evaluation) Training (Refresh + Advance) PA1 Refresh 1 (Webinar + Textbook) Phase 1: Level 1 Game -+ Test PA2 Refresh 2 (Webinar + Textbook) Level 2 Game -+ Test PA3 Refresh 3 (Webinar + Textbook) Level 3 Game -+ Test PA4 Refresh N (Webinar + Textbook) Level N Game -+ Test Preparation for Certification S2.1 Experiential + Webinar Phase 2: S2.2 Final Level Game (complex scenario) Certification S3 Certification Test (web-based) Phase 3:

  16. Certification • Certification system: • Eight reference levels in the EQF + relevant national framework • Collection, recognition and transfer of credit units (ECVET) during vocational training. • Placement of participants at level 5 of EQF, given that all its descriptors are met (knowledge, skills, competencies). • Areas of certification • Certification of initial knowledge and skills/ competencies (webinar tool accompanied by self-evaluation questions) • Certification of the learning result of knowledge and skills/ competencies (tool: experiential case studies in the form of serious games with multiple choice questions) • Certification of vocational proficiency and Europass certification

  17. The Building Blocks Certification 3D Game Experiential training models Validation (Competency Workbooks) + Interviews TNA GDSS (NaviGaTor) Scenario Building Gap Employee Customer Literature Survey

  18. Agenda • PART 1: The “Big Picture” of the project • PART 2: The methodology • PART 3: The “How to…”

  19. Intellectual Outputs

  20. Project Workflow O1: Research / Training Needs AIM: Research Theory - Models Best Practices SQ Learn, KEK ELTA, Solid Theoretic Basis 01.09.15 – 30.10.15 2M Discovery of Initial Set of Training Needs Questionnaires Gap Analysis Basic TNA KEK ELTA Survey Posta Romana, Cyprus Post, Hellenic Post 01.11.15 – 28.02.16 5M Competency W/Books KEK ELTA Validation of Survey Results Elaboration / Validation Greta du Velay, BEFO Eurofortis 18.03.16 – 29.03.16 0.5M GDSS (NaviGaTor) KEK ELTA Structured Design of Training Experts’ Knowledge Training Design ALL 02.04.16 – 31.04.16 1M Interviews KEK ELTA Enrichment + Realism Enrichment Posta Romana, Cyprus Post, Hellenic Post 01.05.16 – 30.05.16 1M

  21. Project Workflow AIM: O2: Training Curricula Syllabi Training Material Webinars Presentations Class Notes Training Material KEK ELTA, SQ Learn Greta du Velay, BEFO Eurofortis 01.04.16 – 31.07.16 4M Trainees Profiling System Skills Portfolio Progress/achievement KEK ELTA, SQ Learn Training Indices Progress DB Greta du Velay, BEFO Eurofortis Certification System Eurocert Certification System 01.05.16 – 30.08.16 4M KEK ELTA, Tournis KEK ELTA Internal Evaluation Self-Evaluation Evaluation Toolkit 01.08.16 – 30.11.16 4M Greta du Velay, BEFO Eurofortis

  22. Project Workflow AIM: O3: Training Toolkit Complete Scenarios for Gamification Training Scenarios SQ Learn, KEK ELTA, 01.07.16 – 28.02.17 8M Greta du Velay, BEFO Eurofortis, Eurocert Knowledge Refresh for Trainees KEK ELTA Webinars 01.08.16 – 28.03.17 8M Posta Romana, Cyprus Post, ELTA Inosalus Facilitators’ Training Experiential Learning 01.08.16 – 31.01.17 6M KEK ELTA, Posta Romana, Cyprus Post, ELTA SQ Learn ICT Literacy tool for Trainees CRM 01.02.17 – 31.06.17 5M Posta Romana, Cyprus Post, ELTA

  23. Readiness • Theory • Questionnaires • Competency Workbooks • NaviGaTor v3.0 (ETD + NGT) • Interviews • CRM

  24. Project Plan (As proposed)

  25. Q&A?

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