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How to make your organisation Customer Oriented Case : City administration of Leuven

How to make your organisation Customer Oriented Case : City administration of Leuven Large Group Learning SOL Conference 2012 Wim Thielemans. Who are we?. Dynamo. School for Recruitment. Content. Are you in for an experiment?

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How to make your organisation Customer Oriented Case : City administration of Leuven

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  1. How to make your organisation Customer Oriented Case : City administration of Leuven Large Group Learning SOL Conference 2012 Wim Thielemans

  2. Who are we?

  3. Dynamo

  4. School for Recruitment

  5. Content • Are you in for an experiment? • Case City of Leuven – how to make the city administration more Customer Oriented?

  6. “You cannot teach a man anything; you can only help him discover it in himself.” Galileo Galilei

  7. group Large group learning Training assignment open scenario fixed Book E-learning Coaching individual

  8. group Learning game training communication management sales the secret academy of Da Vinci simulation game appreciative inquiry Organisational development Organisational constellation theater constellation whiteboard session red jacket simulation center supervision / intervision large group interventions open space worldcafé scenario assignment learning on the job development center feedback center coaching solution focused Learning session Appreciative inquiry e-learning individual

  9. Are you in for an experiment?

  10. Timing is crucial • 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

  11. Walk-Think-Talk • 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

  12. Subgrouping • 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

  13. Self Management Decide who will: • Guide the conversation • Keep the time • Take notes • Present to plenary

  14. Voting • Present your statement • Voting if we agree or not agree: • Agree : White bean • Disagree: Red bean

  15. Case City of Leuven Customer focused working

  16. Customer Focus Before the move Culture survey - iWAM Kick off (what’s good already?) Election session (determine how we agree to work customer focused) After the move Survey in new office Training Follow-up

  17. Culture survey Kick-off Election session Survey in the new office Training Follow-up 27

  18. Culture survey Kick-off Election session Survey in the new office Training Follow-up

  19. Culture survey Kick-off Election session Survey in the new office Training Follow-up

  20. Culture survey Kick-off Election session Survey in the new office Training Follow-up

  21. Culture survey Kick-off Election session Survey in the new office Training Follow-up

  22. Situational Judgement Test Culture survey Kick-off Election session Survey in the new office Training Follow-up

  23. Follow-up – Feedback Center Experience-oriented learning DeepeningWideningiWAM Case with actor Individual self-evaluation Culture survey Kick-off Election session Survey in the new office Training Follow-up

  24. Follow-up – Large group Resilience Storytelling What works Self-evaluation in group Culture survey Kick-off Election session Survey in the new office Training Follow-up

  25. Questions ? www.dynamo.be www.schoolforrecruitment.com wim@dynamo.be

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