Career planning & development

The dynamics of the global labor markets are changing. Today, we already see the effects of the launched social media revolution. But macro economic statistics show an even bigger revolution in the next 2 decades. Baby boomers will retire and live longer. At the same time less people work and have to pay most likely higher taxes.
Based on the the survey mentioned below, as well as my experience with people development and some of the HRD strategies I developed during the last 3 years, I am writing an (e)book on the changing dynamics around the globe and the impact on career planning & development.
Based on the the survey mentioned below, as well as my experience with people development and some of the HRD strategies I developed during the last 3 years, I am writing an (e)book on the changing dynamics around the globe and the impact on career planning & development.

A global research is currently undertaken on actual career planning and developments, as well as on opinions regarding future expectations.
Are you interested to learn about all the changes that will come up in the next 3 years? Want to see what professionals like yourself see changing already?
Get a free copy of the results through completing the on-line survey. Max 15 minutes.
Are you interested to learn about all the changes that will come up in the next 3 years? Want to see what professionals like yourself see changing already?
Get a free copy of the results through completing the on-line survey. Max 15 minutes.
Customer experience

Create and maintain service excellence through engaged employees.
Customers engagement is vital and becomes more vital by the day. In service delivery organisations, front-line staff make or break customer experiences.
At the same time, employee engagement determines their satisfaction. Supervisors and managers influence this substantially as well as various other aspects of the organisation.
You should be aware of the critically important relationship between customer and employee engagement. If you want to grow your customer base and the contribution per customer, you need to develop an HRD strategy for improving employee engagement and creating the best customer engagement possible.
Identifying specific Customer Critical Behaviors for front-line staff and build this into practical training programs which can be delivered by the supervisors, realized a 10% increase in Customer satisfaction within 6 months.
Customers engagement is vital and becomes more vital by the day. In service delivery organisations, front-line staff make or break customer experiences.
At the same time, employee engagement determines their satisfaction. Supervisors and managers influence this substantially as well as various other aspects of the organisation.
You should be aware of the critically important relationship between customer and employee engagement. If you want to grow your customer base and the contribution per customer, you need to develop an HRD strategy for improving employee engagement and creating the best customer engagement possible.
Identifying specific Customer Critical Behaviors for front-line staff and build this into practical training programs which can be delivered by the supervisors, realized a 10% increase in Customer satisfaction within 6 months.
Corporate Academy

Create a network of learners, share knowledge and experience, best practices, influence them based on the company's strategic intents, includes talent and management development, link with strategic projects to ensure learning and creating benefits are interlinked. Both physically and virtually. Blended learning including a strong connection to the learner's daily job.
We established a corporate academy for a global Express provider and facilitated the creation of many new business opportunities. It helped building new (social) networks with key staff members, involved real projects to ensure best results are obtained whilst the learning process continues, linked business strategy as concrete as possible to key projects, ensured strategy realization is facilitated, monitored and measured. Needless to say new knowledge and competences were developed.
Blended learning methods, strong combination of physical and virtual environments, mixing learning events with the workplace of the learners, etc. A very powerful setting which we have build for a global express company 6 years ago and is still going strong, delivering 40-50 "re-newed" managers every year.
We established a corporate academy for a global Express provider and facilitated the creation of many new business opportunities. It helped building new (social) networks with key staff members, involved real projects to ensure best results are obtained whilst the learning process continues, linked business strategy as concrete as possible to key projects, ensured strategy realization is facilitated, monitored and measured. Needless to say new knowledge and competences were developed.
Blended learning methods, strong combination of physical and virtual environments, mixing learning events with the workplace of the learners, etc. A very powerful setting which we have build for a global express company 6 years ago and is still going strong, delivering 40-50 "re-newed" managers every year.
Learning from augmented reality

Learn from real objects and situations when they occur, Combine work instructions and learning on-the-job.
This project was created for a parcel delivery company where drivers need to have access to an enormous amount of information, remotely.
By using the Layar app on their phone, they scan whatever object represents the source of their questions. By scanning the object - 2D or 3D - a menu will be presented to the driver. Through this the driver will have access to the only depository of information and knowledge on this object, as organised in the organisation.
Functionality involves obviously process requirements to ensure service excellence is created from the start, but also includes guidelines on how to present to the customer, must-ask questions, checks to be performed, how to explain next steps in the process to the customer, etc. Always the latest, the most relevant, complete, customer focused, all within your control!
Read more here ...
This project was created for a parcel delivery company where drivers need to have access to an enormous amount of information, remotely.
By using the Layar app on their phone, they scan whatever object represents the source of their questions. By scanning the object - 2D or 3D - a menu will be presented to the driver. Through this the driver will have access to the only depository of information and knowledge on this object, as organised in the organisation.
Functionality involves obviously process requirements to ensure service excellence is created from the start, but also includes guidelines on how to present to the customer, must-ask questions, checks to be performed, how to explain next steps in the process to the customer, etc. Always the latest, the most relevant, complete, customer focused, all within your control!
Read more here ...
Express collection & delivery

Continuously measure the delivery driver's performance and impact on the customer satisfaction; metrics and analysis to realize the perfect customer experience.
The Express market requirements are getting more based on B2C demands, whilst B2B has become a mature market. A global development project was undertaken in 2010 to develop drivers, responsible for the last mile delivery (or first mile collection). Content includes critical supply chain requirements such as checks to be carried out to ensure no issues arise elsewhere in the global supply chain.
The heart of the programme was based on critical customer related behaviours to ensure a perfect customer experience is created at the start and the end of the service chain. The programme includes feedback loops with supervisors and customers, realizing a double loop self-learning process. Various simple measurements support the process, allowing the Express organisation to monitor customer satisfaction continuously, respond to customer immediately when needed and manage the last/first mile part of the supply chain in a more controlled way not only operationally but now also based on the perfect customer experience. Successful implementation took place in 16 countries on 4 continents and is still ongoing.
The Express market requirements are getting more based on B2C demands, whilst B2B has become a mature market. A global development project was undertaken in 2010 to develop drivers, responsible for the last mile delivery (or first mile collection). Content includes critical supply chain requirements such as checks to be carried out to ensure no issues arise elsewhere in the global supply chain.
The heart of the programme was based on critical customer related behaviours to ensure a perfect customer experience is created at the start and the end of the service chain. The programme includes feedback loops with supervisors and customers, realizing a double loop self-learning process. Various simple measurements support the process, allowing the Express organisation to monitor customer satisfaction continuously, respond to customer immediately when needed and manage the last/first mile part of the supply chain in a more controlled way not only operationally but now also based on the perfect customer experience. Successful implementation took place in 16 countries on 4 continents and is still ongoing.