Case Study

F&P Finance

Induction & Role Training

About our client

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.

The brief

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.

Our role

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:

  • The graphical customer journey
  • eLearning modules
  • Manager guides
  • Paper-based and digital tools and resources
  • On-job coaching
  • Workshops
  • Structured one-on-one reviews
  • Formalised buddying

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.

Results

F&P Finance's induction and role-training programme now:

  • Leverages new recruits' enthusiasm for their new role.
  • Fosters an immediate sense of connection with the company.
  • Develops foundational knowledge about the company and its culture quickly.
  • Makes the transition from pre-employment to on-the-job activities seamless and engaging.

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.

No items found.

F&P Finance

Induction & Role Training

About our client

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.

The brief

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.

Our role

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:

  • The graphical customer journey
  • eLearning modules
  • Manager guides
  • Paper-based and digital tools and resources
  • On-job coaching
  • Workshops
  • Structured one-on-one reviews
  • Formalised buddying

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.

Results

F&P Finance's induction and role-training programme now:

  • Leverages new recruits' enthusiasm for their new role.
  • Fosters an immediate sense of connection with the company.
  • Develops foundational knowledge about the company and its culture quickly.
  • Makes the transition from pre-employment to on-the-job activities seamless and engaging.

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.

No items found.