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Vicki Williams

RETAINING NEW EMPLOYEES is a concern of all human resource professionals. As a result, developing a good relationship  with employees from the beginning is a priority.

This idea  of starting off on the right foot has led some companies to implement induction programmes designed to ensure just that.

The induction programme  introduced at Kowloon Motor Bus (KMB)  almost 13 years ago has evolved into its present e-learning model.

The original programme was conceptualised and developed by James Louey,  head of the human resources department.

'The company I was with previously had a similar programme and so, when I joined KMB, I thought it would be a good idea to have one,' he said. 'I believe it has many real benefits.'

The original programme consisted only of classroom training but, from 2001, it was changed to an interactive e-learning module supplemented by classroom training.

'It has been an evolution, moving in step with technology and trends. The company is very happy with this programme,' Mr Louey said.

The final result was a team effort between the HR  department, the information technology department and an external programmer. All content was developed in-house.

The e-learning module consists of an interactive platform that introduces the employee to the company and provides them with all the knowledge they need to feel part of the business.

Much like with exploring a website, information is accessed via a series of clickable icons and includes an introduction to the company (including a corporate video), a history of the company, the company's mission statement, organisational chart, conditions of service, relevant ordinances (data privacy, and so on) and quality policy.

'It is a self-running programme that all new employees must complete, and they need to fill in a questionnaire afterwards,' Mr Louey said. 'When we introduced [it] all staff had to complete the programme to refresh their knowledge.'

Mr Louey said the programme  had become a valuable reference that could be accessed at any time.  Information was updated as often as was necessary, mainly when new policies were introduced.

A record of completion is automatically added to an employee's personnel file, and feedback is sought and reviewed.

'As the programme is well established we have ironed out the kinks and rarely receive any negative feedback. People really seem to like it,' Mr Louey said.

As much attention has been given to the design and feel of the module as to  the information. All information is presented by a human voice,  mostly also with text. Photos and videos aim to make  learning informative and interesting.

For example, the organisational chart has a clickable icon for each department, leading to a short introduction video from that department's head.

'A lot of effort went into this and we believe we have succeeded in making the learning an enjoyable and fun experience, more like a game than homework,' Mr Louey said.

The module takes an hour or two to complete.

The section on conditions of service provides an enormous range of employee-related information covering  subjects such as the Mandatory Provident Fund, benefits, company expectations, career path, who to approach with questions and leave application procedures.

This section  generates a lot of questions,  one reason why the module is supplemented by  classroom training. The training is given within two months of an employee joining or as soon as there are sufficient numbers to hold a class.

Employees are encouraged to ask all their questions at this stage. There is also a guided tour of the depot and other departments.

This training  takes a day, and is  conducted by the company's HR managers.

'The classroom training is designed to cover information outside of the scope of the e-learning module, with a personal touch. Employees are able to ask for more information or raise any questions,' Mr Louey said.

Drivers are given additional training, which includes specialised driving-related knowledge and a driving exam.

'The induction programme is extensive and is designed to give employees a thorough understanding of the company, its departments, overall operations, how the whole company works and how they fit in,' Mr Louey said.

'It's very important to know who's who in a company and to provide a new employee with a sense of belonging from the beginning. This would be very difficult to do without this programme as we have approximately 14,000 employees.'

Mr Louey said the programme reassured new employees that  someone  was looking after them so they did not 'get lost'.

Communication is  important to KMB, and the company continually keeps people informed via quarterly VCDs and other technology-driven formats, and a  company magazine. This affirms employees' sense of belonging.

KMB has noticed positive differences since introducing the programme, and believes there are benefits for both it and employees. 'Since we introduced the programme, employees are more clued in, more interested in the company and the operational processes and how all this ties in with the corporate structure,' Mr Louey said.

One key benefit for KMB has been the reduced time it takes to provide new employees with the information and understanding necessary to be familiar with the company.

'Before the programme it would take six months to bring people up to speed,' Mr Louey said.

Another direct benefit for the company has been in the area of service-orientation culture, according to Mr Louey. Employees understand from the beginning what is expected of them and what service practices and policies are in place.

'This results in our high standards of service, both externally and within the company. I believe it may have helped with our very low [employee] turnover rate.'

The company's turnover rate is below market average at 2 per cent, and is made up mostly of retirees and people who are let go.

Mr Louey believes a key benefit of the programme for employees is a sense of familiarisation.

'This sense of belonging and that the company is looking after them are very important,' he said.

He acknowledges that many companies have similar programmes, saying it was difficult to know how KMB's programme compared with other companies'.

'I think it would compare well and we have won a number of employee-related awards, including Best Employee in Asia in 2002,' he said.

Mr Louey is proud of the programme, believing it is unique because it is well rounded.

'We have covered all the angles - the e-learning with the use of technology, design, content and ease of use, supplemented with the classroom training and tour. It is practical, hands-on and visually stimulating.'

Highlights

Clear benefits for both employees and the company

Plays a role in staff retention

Increases staff's understanding of the company's expectations

Helps maintain high service standards

Gives employees a sense of belonging

Presents vast amounts of information in an interesting format

Acts as an ongoing reference



Induction programme ticket to success