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How to make your organisation
Customer OrientedCase : City administration of Leuven
Large Group Learning
SOL Conference 2012
Wim Thielemans
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Who are we?
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Dynamo
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School for Recruitment
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•Are you in for an experiment?
•Case City of Leuven – how to make the city administration more Customer Oriented?
Content
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Large group learning
group
individual
scenariofixed
assignmentopen
Training
BookE-learning
Coaching
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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
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Are you in for an experiment?
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• 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
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• 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
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• 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
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Decide who will: • Guide the conversation• Keep the time• Take notes• Present to plenary
Self Management
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• Present your statement• Voting if we agree or not agree:
‣ Agree : White bean‣ Disagree: Red bean
Voting
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Case
City of LeuvenCustomer focused working
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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
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Culture surveyCulture survey Kick-offKick-off Election
sessionElection session
Survey in the new
office
Survey in the new
officeTrainingTraining Follow-
upFollow-
up
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Culture surveyCulture survey Kick-offKick-off TrainingTraining Follow-
upFollow-
upElection sessionElection session
Survey in the new
office
Survey in the new
office
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Culture surveyCulture survey Kick-offKick-off TrainingTraining Follow-
upFollow-
upElection sessionElection session
Survey in the new
office
Survey in the new
office
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Culture surveyCulture survey Kick-offKick-off TrainingTraining Follow-
upFollow-
upElection sessionElection session
Survey in the new
office
Survey in the new
office
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Culture surveyCulture survey Kick-offKick-off TrainingTraining Follow-
upFollow-
upElection sessionElection session
Survey in the new
office
Survey in the new
office
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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
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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
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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
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Questions ?www.dynamo.be
www.schoolforrecruitment.com