EUROBANQUAEUROBANQUADissemination ConferenceDissemination Conference

Athens, 15 Feb 2008Athens, 15 Feb 2008

Quality assurance in FSS trainingQuality assurance in FSS training HBI practice for the selection of trainers HBI practice for the selection of trainers (Implementation phase: Guideline no 4) (Implementation phase: Guideline no 4)

Alexandra Maniati - Head of Client Relations, HBIAlexandra Maniati - Head of Client Relations, HBI

The Hellenic Banking InstituteThe Hellenic Banking Institute

The vocational education & training arm of the The vocational education & training arm of the Hellenic Bank AssociationHellenic Bank Association - established in 1986 - established in 1986

Mission:Mission: to contribute to the FSS human capital to contribute to the FSS human capital development through professional training & development through professional training & market-linked qualificationsmarket-linked qualifications

Services:Services: courses & seminars (open & customized/in-company)courses & seminars (open & customized/in-company) executive training programmesexecutive training programmes textbookstextbooks workshops - conferences workshops - conferences examination centre examination centre

The HBI services are addressed to:The HBI services are addressed to:

FSS FSS

eemployemployeeses

EEndnd--users users

of banking of banking

servicesservices

Other oOther organizationrganizationss, ,

businessbusinesseses &&

professionalprofessionalss

University University

ggraduatesraduates

Users in GreeceUsers in Greece Users in Users in Balkan, Black SeaBalkan, Black Sea,,

EEastern Mediterraneanastern Mediterranean countries countries

Positioning of the HBI practice in the Positioning of the HBI practice in the European Quality Assurance FrameworkEuropean Quality Assurance Framework

HBI practices in selecting trainers

MethodologyMethodologyReviewReview

(feedback and procedures (feedback and procedures for change)for change)

PlanningPlanning(purpose & plan)(purpose & plan)

ImplementationImplementation

EvaluationEvaluation& Assessment& Assessment

Process of selection of trainersProcess of selection of trainers

Case: new-coming trainer applies Case: new-coming trainer applies for regular cooperation with the HBIfor regular cooperation with the HBI

Steps:Steps:1.1. Trainer submits: Trainer submits:

CV CV proposed lesson plan & supporting material proposed lesson plan & supporting material

2.2. Personal interviewPersonal interview personality featurespersonality features willingness to adopt the HBI culturewillingness to adopt the HBI culture

3.3. Pilot seminar Pilot seminar 4.4. Approval of supporting material & lesson planApproval of supporting material & lesson plan5.5. Trial period (monitoring performance) Trial period (monitoring performance)

Strengths WeaknessesStrengths WeaknessesPersonalPersonal interviewinterview

Personal & social skills Personal & social skills revealedrevealed

Cannot ensure actual use of Cannot ensure actual use of adult training techniques & adult training techniques & commitment to qualitycommitment to quality

Pilot Pilot seminarseminar

Trainer’s flexibility, Trainer’s flexibility, interaction with interaction with trainees and mgt of trainees and mgt of group dynamics group dynamics revealed revealed

Assessment based on Assessment based on trainees only trainees only

Trial Trial period period

Trainees’ evaluation Trainees’ evaluation sheets and trainer’s sheets and trainer’s report crucial for report crucial for continuing continuing collaboration & collaboration & corrective actioncorrective action

Additional tools needed to Additional tools needed to assess performance more assess performance more accurately & reveal the true accurately & reveal the true opinion of traineesopinion of trainees

Areas for improvementAreas for improvement

Involvement of Involvement of experienced trainers in providing experienced trainers in providing

feedback for the pilot seminar feedback for the pilot seminar

Evaluation of Evaluation of trainer’s commitment to qualitytrainer’s commitment to quality both both

in class and in the overall cooperation with HBIin class and in the overall cooperation with HBI

Conduct periodical Conduct periodical customer satisfaction surveys customer satisfaction surveys

Challenges never end… Challenges never end…

Enlargement of HBIEnlargement of HBI team of trainersteam of trainers

Search for Search for innovative “Train the Trainer” solutionsinnovative “Train the Trainer” solutions

Systematic use of Systematic use of indicatorsindicators and exchange of and exchange of best best practicespractices

Continuous application of quality standards as an HBI Continuous application of quality standards as an HBI policy to enhance its reputation and make it policy to enhance its reputation and make it a a preferred partner for clients and trainerspreferred partner for clients and trainers

Thank you Thank you for your attention!for your attention!