1. EUROBANQUA Dissemination Conference Athens, 15 Feb 2008 Quality assurance in FSS training HBI practice for the selection of trainers (Implementation phase: Guideline no 4) Alexandra Maniati - Head of Client Relations, HBI

2. The Hellenic Banking Institute The vocational education & training arm of the Hellenic Bank Association - established in 1986 The vocational education & training arm of the Hellenic Bank Association - established in 1986 Mission: to contribute to the FSS human capital development through professional training & market-linked qualifications Mission: to contribute to the FSS human capital development through professional training & market-linked qualifications Services: Services: courses & seminars (open & customized/in-company) courses & seminars (open & customized/in-company) executive training programmes executive training programmes textbooks textbooks workshops - conferences workshops - conferences examination centre examination centre

3. The HBI services are addressed to: FSS employees End-users of banking services Other organizations, businesses & professionals University graduates Users in Greece Users in Balkan, Black Sea, Eastern Mediterranean countries

4. Positioning of the HBI practice in the European Quality Assurance Framework HBI practices in selecting trainers Methodology Review (feedback and procedures for change) Planning (purpose & plan) Implementation Evaluation & Assessment

5. Process of selection of trainers Case: new-coming trainer applies for regular cooperation with the HBI Steps: 1. Trainer submits: CV CV proposed lesson plan & supporting material proposed lesson plan & supporting material 2. Personal interview personality features personality features willingness to adopt the HBI culture willingness to adopt the HBI culture 3. Pilot seminar 4. Approval of supporting material & lesson plan 5. Trial period (monitoring performance)

6. Strengths Weaknesses Strengths Weaknesses Personal interview Personal & social skills revealed Cannot ensure actual use of adult training techniques & commitment to quality Pilot seminar Trainer’s flexibility, interaction with trainees and mgt of group dynamics revealed Assessment based on trainees only Trial period Trainees’ evaluation sheets and trainer’s report crucial for continuing collaboration & corrective action Additional tools needed to assess performance more accurately & reveal the true opinion of trainees

7. Areas for improvement Involvement of experienced trainers in providing Involvement of experienced trainers in providing feedback for the pilot seminar feedback for the pilot seminar Evaluation of trainer’s commitment to quality both Evaluation of trainer’s commitment to quality both in class and in the overall cooperation with HBI in class and in the overall cooperation with HBI Conduct periodical customer satisfaction surveys Conduct periodical customer satisfaction surveys

8. Challenges never end… Enlargement of HBI team of trainers Enlargement of HBI team of trainers Search for innovative “Train the Trainer” solutions Search for innovative “Train the Trainer” solutions Systematic use of indicators and exchange of best practices Systematic use of indicators and exchange of best practices Continuous application of quality standards as an HBI policy to enhance its reputation and make it a preferred partner for clients and trainers Continuous application of quality standards as an HBI policy to enhance its reputation and make it a preferred partner for clients and trainers

9. Thank you for your attention!