Fisher & Paykel Finance (now Flexicards) works with consumer and business clients, enabling them to buy a broad range of household and commercial products. It has been in operation since 1985 and its services have been used by more than 400,000 New Zealanders.
F&P Finance was eager to better enable delivery of strategic goals and initiatives, and develop its people capability right from induction through to role training.
We worked from the ground up, starting with an induction framework and then creating a graphical customer journey that illustrated how each business unit worked to support the customer. The 'visual customer journey' is critical in breaking down silos within the organisation, by uniting each business unit in catering to customer experience.
The initial work was used to develop a blended company induction programme, which included:
Optimism also designed blended technical training programmes for various business units, integrating the company-wide induction plan with technical role-training. The programmes included an online credit decision simulator that ensures each team member makes consistent decisions with regard to credit approval.
F&P Finance's induction and role-training programme now:
With a preparation checklist and induction planner at their fingertips, preparing for new team members is much more efficient for managers. New staff are welcomed with a pre-employment Welcome module before they start and are given a comprehensive induction plan, booklet and other resources on their first day.
Throughout the induction period, the inductee and their manager are supported by the induction plan, which ensures key elements - from health and safety to role-based technical training - are covered.
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