1. Copyright © 2008 by IFB/APB, Lisbon Athens, 2008-02-15 1 Inquiry of former students and customer satisfaction inquiries Luís V. da Cunha Athens, February 15, 2008 EUROBANQUA ►Guideline number 6: Evaluation of outcomes * Final version *

2. Copyright © 2008 by IFB/APB, Lisbon Athens, 2008-02-15 2 N. B. This PRESENTATION is only complete with the COMMENTS that were made.

3. Copyright © 2008 by IFB/APB, Lisbon Athens, 2008-02-15 3 The Bank Sector In Portugal

4. Copyright © 2008 by IFB/APB, Lisbon Athens, 2008-02-15 4 The Bank Sector In Portugal CGD BES BBPI Santander Totta Millennium bcp Banif Montepio Banco Popular Deutsche Bank BPN BBVA Barclays 5 Large Universal Groups With Multi-Channel Distribution Small & Specialized Banks Medium Size Groups Total: 38 Banks + 5 Mutualist Banks + 125 Mutual Agricultural Credit Banks = = 168 Institutions CCCAM 5 8

5. Copyright © 2008 by IFB/APB, Lisbon Athens, 2008-02-15 5 SOURCE: APB – T he Portuguese Bank Association, “Banking Activity Sectorial Data - 2007”, Lisbon, 2007 24.91 2111 512Net Income for Period 28.21 9632 516 Gross Operating Income 8.2136 330147 541Deposits of Customers 13.6211 932240 704Loans to Customers 11.9340 763381 145Net Assets Change% June 2006 EUR 10 6 June 2007 EUR 10 6 Sectorial Activity Indicators The Banking Activity – Portugal June 2007 55 849 5 269 Branches Employees Number of Employees and Branches SOURCE: APB – The Portuguese Bank Association, “Banking Activity Sectorial Data - 2007”, Lisbon, 2007

6. Copyright © 2008 by IFB/APB, Lisbon Athens, 2008-02-15 6 IFB – The Portuguese Bank Training Institute

7. Copyright © 2008 by IFB/APB, Lisbon Athens, 2008-02-15 7 PORTUGUESE BANK AND FINANCIAL SERVICES ACADEMY NETWORK APB - ASSOCIAÇÃO PORTUGUESA DE BANCOS THE PORTUGUESE BANK ASSOCIATION THE PORTUGUESE BANK ASSOCIATION IFB - INSTITUTO DE FORMAÇÃO BANCÁRIA THE PORTUGUESE BANK TRAINING INSTITUTE ISGB - INSTITUTO SUPERIOR DE GESTÃO BANCÁRIA THE PORTUGUESE SCHOOL OF BANK MANAGEMENT THE PORTUGUESE BANK AND FINANCIAL SERVICES ACADEMY NETWORK Established 1980 1980 Established 1991

8. Copyright © 2008 by IFB/APB, Lisbon Athens, 2008-02-15 8 IFB & ISGB: A few numbers 100 400 16 000 EXTERNAL TRAINERS AND CONSULTANTS (from Portugal and abroad) PERMANENT STAFF PARTICIPANTS(2007) 840 000 EDUCATION & TRAINING VOLUME Hours x Trainees (2007) Participations Total numbers 1982-2007 341 000 Volume Hours x Trainees ~ 15 millions

9. Copyright © 2008 by IFB/APB, Lisbon Athens, 2008-02-15 9 Pedagogical Committee Organizational Chart Board of the Portuguese Bank Association Secretary General Shared Departments Scientific Committee Technical & Professional Committee IFB General Manager * ISGB Managing Director* Library&DocumentationQuality&Planning Marketing & Image PedagogicalDepartment Information Systems Department Administrative, Financial & HR Department InternationalArea Client Relationship ManagementArea Teachers & StudentsSupportArea Banking & FinancialResearchOffice Scientific Areas Sandwich Training Department Oporto Branch Office ProfessionalTrainingDepartment Pedagogical Committee Multimedia Technical Office (*) The same person in the two posts.

10. Copyright © 2008 by IFB/APB, Lisbon Athens, 2008-02-15 10 VOCATIONAL TRAINING AdvancedBasic DEGREES Business Administration and Information Systems Bank Management CANDIDATE TRAINING Post-Graduate Qualifications I&IS ● MKT&CRM ● ABM ● I&FM ● HPS BTO-ICMTB Executive Training Intermediate BTO-II Face to Face DL - Paper Based e-Learning SandwichTraining Face to Face DL - Paper Based Face to Face IFB & ISGB: Training and Education Supply Bologna compliants ISGB IFB

11. Copyright © 2008 by IFB/APB, Lisbon Athens, 2008-02-15 11 EUROBANQUA Guideline number 6 : Evaluation of training outcomes Regular inquiries (of former students & customers) to evaluate medium and customers) to evaluate medium and long-term effects of training courses

12. Copyright © 2008 by IFB/APB, Lisbon Athens, 2008-02-15 12 Young people aged from 15 to 21, who have completed the 9th grade, or from 17 to 24, who have completed the 12th grade, and want to be candidate for banking jobs. Some of the most successful IFB courses are Training of Candidates Courses (Apprenticeship system): Banking Techniques and Operations I [ BTO-I ] ► For young candidates with the 9 th grade ► Offers 12th grade & EQF level 3 — vocational qualification ● Banking Techniques and Operations II [ BTO-II ] ► For young candidates with the 12th grade ► Offers EQF level 3 — vocational qualification ● Costumer Management Techniques in Banking [ CMTB ] ► For young candidates with the 12th grade and level 3 course in the area ► Offers EQF level 4 — vocational qualification. The IFB example: training of candidates Pedagogical Approach Classroom training On-job training (w/ tutors) [

13. Copyright © 2008 by IFB/APB, Lisbon Athens, 2008-02-15 13 Some data on IFB Training of Candidates Courses 2007 ● Number of students 283 ● Number of participating banks 16 ● Number of classroom trainers 53 ● Number of on-job trainers 261 ● Training volume (training hours x students) ► Classroom training283,649 ► On-job training108,052 ► Total391,701 ● 2007 former students already employed (Feb.2008) 89 % The IFB example: training of candidates

14. Copyright © 2008 by IFB/APB, Lisbon Athens, 2008-02-15 14 Description and analysis of good practice identified The courses’ evaluation includes: Regular inquiries to students and trainers (satisfaction levels) Inquiries to tutors and Bank Human Resources Departments (on-job training) Follow-up inquiries (once in every three years) Focus groups whenever needed (group interviews of 4 to 6 students)

15. Copyright © 2008 by IFB/APB, Lisbon Athens, 2008-02-15 15 Steps of implementation The major amount of data is collected by questionnaire. ► Questions about: Former students’ professional path Current professional situation Further training courses attended Opinion about the IFB’ course attended Utility of the course to their job Strong and weak aspects of the course Adjustment of the syllabus to the professional needs and demands.

16. Copyright © 2008 by IFB/APB, Lisbon Athens, 2008-02-15 16 Assessment and evaluation Data collection provides a significant number of valuable indicators: Response rates; Reported satisfaction levels; Opinions about the utility and adequacy of courses; Number of new courses attended by former students; Success in finding a job, soon after finishing the course; Reports of professional progression after finishing the course.

17. Copyright © 2008 by IFB/APB, Lisbon Athens, 2008-02-15 17 Strengths and weaknesses ► The major strengths of this evaluation process are: Availability of data from different stakeholders; Feedback about courses’ quality and utility that leads to its improvement; Better knowledge about the professional progression of former students. ► Some constraints that must be worked upon: Difficulty in obtaining additional data form other stakeholders – e.g. former students’ supervisors or managers –, like the performance indicators that are relevant to the performance appraisal; Difficulty in making updated reports of all the courses; Low response rates in some groups, when inquiry methods are used.

18. Copyright © 2008 by IFB/APB, Lisbon Athens, 2008-02-15 18 Possibilities of improvement Developing specific questionnaires to evaluate output; Start collecting data using internet surveys; Start collecting data from former students’ supervisors/managers, in an attempt to establish performance improvement after attending IFB’s courses. Also, reporting results and success cases in IFB’s publications “InforBanca” and “BancaJovem”, can improve participation in future evaluation studies.

19. Copyright © 2008 by IFB/APB, Lisbon Athens, 2008-02-15 19 Thank you. Luís Vilhena da Cunha LVC@IFB.PT Athens, Greece, 15.February.2008 Instituto de Formação Bancária IFB -The Portuguese Bank Training Institute Lisbon, Portugal