Appendix 2: Results Longitudinal Survey

(1)

Appendix 1: Survey Questionnaires

The three questionnaires that were used for the survey can be found in this appendix. The longitudinal survey consisted of two separate questionnaires: “Questionnaire pre IBS” and “Questionnaire post IBS”. The historical survey consisted of one questionnaire which can be found under the heading:

“Historical questionnaire IBS”.

Questionnaire pre IBS

1. What is your name?

2. In which Business Unit do you work?

3. What is your job title?

4. How many years have you worked at ING?

1-5 5-10 10-15 15-20 20-30 30+

5. How many years of total work experience do you have?

1-5 5-10 10-15 15-20 20-30 30+

6. In which programme are you going to participate?

7. What are your expectations of that programme?

8. What are your expectations of the IBS in general?

9. Do you already know anyone else who will be on this programme?

□ Yes

□ No

If yes, who do you know?

10. Have any of your colleagues attended an IBS programme before?

□ Yes

□ No

If yes, what expectations did they create for you in relation to the IBS?

Questionnaire post IBS

12. What is your evaluation of the content of the programme? (Lectures, assignments)

Bad 1 2 3 4 5 Excellent

13. What is your evaluation of the campus facilities? (Classrooms, (group)working environment)

14. What is your evaluation of the campus facilities for relaxation? (Relaxing areas in the hotel and the château, eating facilities)

15. What is your evaluation of the amount of spare time that you had during your stay at the IBS?

To little spare time 1 2 3 4 5 To much spare time 16. What is your evaluation of the IBS programme as a whole?

17. How much spare time (outside the scheduled programme) did you spend together with other participants?

< 3 hours 3 - 6 hours 6 - 10 hours 10 - 15 hours 15 hours + 18. How did you spend that time? What kind of activities did you do?

(For example: breaks, evening drinks, outside trips?) 19. What were your conversation topics during that spare time?

(For example: business/projects, your colleagues, the IBS programme, private?)

20. With how many participants did you have one-to-one conversations? (Longer than just shaking hands)

□ None

□ 1 - 2 participants

□ (Almost) all participants

21. How many participants did you really get to know better?

(2)

□ None

22. If there is a difference between your answers to questions 20 and 21, why do you think that is?

23. Do you think that you have increased your knowledge through your classmates?

(For example: gained ideas for better business processes, new products, lower costs) 1 2 3

Haven’t increased Increased a bit Increased a lot

24. When your knowledge has increased, can you give some examples?

25. How many of the present participants do you think you are going to contact in the future?

□ Nobody

26. For what reason do you think you are going to contact them?

□ Informal/ private

□ Questions about the IBS

□ Business purposes

□ Other, ……

27. How many of your classmates do you feel you can call for business purposes?

□ Nobody

28. With what support or tool could IBS help you maintain your contacts?

□ Active support by Programme managers

□ An IT system

□ Meetings/ Reunions

□ Conference calls

□ Other, …….

29. Did the IBS meet your expectations?

□ Yes

□ No

If no, what aspects of your expectations were not met?

30. Before coming to the IBS programme, did you have any networking goals?

□ Yes

□ No

31. If yes, at question 30, did you reach your networking goals at the IBS?

Not at all 1 2 3 4 5 Completely

Historical Questionnaire IBS

2. How many years have you worked at ING?

1-5 5-10 10-15 15-20 20-30 30+

3. How many years of total work experience do you have?

1-5 5-10 10-15 15-20 20-30 30+

4. In which programme(s) did you participate?

5. What is your evaluation of the content of the programme (Lectures, assignments)?

6. What is your evaluation of the campus facilities? (Classrooms, (group)working environment)

7. What is your evaluation of the campus facilities for relaxation? (Relaxing areas in the hotel and the château, eating facilities)

(3)

Too little spare time 1 2 3 4 5 Enough spare time 9. What is your evaluation of the IBS programme as a whole?

10. How much spare time on campus (outside the scheduled programme) did you spend together with other participants?

< 3 hours 3 - 6 hours 6 - 10 hours 10 - 15 hours 15 hours + 11. How did you spend that time? What kind of activities did you do?

(For example: breaks, evening drinks, outside trips) 12. What were your conversation topics during that spare time?

(For example: business/projects, your colleagues, the IBS programme, private)

13. With how many participants did you have one-to-one conversations? (Longer than just shaking hands)

□ None

14. How many participants did you really get to know better?

□ None

15. If there is a difference between your answers to question 13 and 14, why do you think that is?

(For example: gained ideas for better business processes, new products, lower costs) 1 2 3

Haven’t increased Increased a bit Increased a lot

18. With how many participants you’ve met at the IBS are you still in contact?

□ Nobody

19. How often do you have contact with those participants?

□ Every day

□ Several times a week

□ Once a week

□ Once every two weeks

□ Once a month

□ Once every two months

□ Once every half year

□ Once a year

20. When you are in contact, what is the motive for that contact?

□ Informal/ private

□ Questions about the IBS

□ Business purposes

□ Other, ……..

The next three questions are intended to ask, when you are in contact with other persons, if there are special characteristics in the communication process.

21. In what way does the information flow between the alumni?

□ People are just asking information (Single direction)

□ People are having dialogues (Bi-directional)

□ People are discussing topics with more than two people (Multi directional)

□ Not applicable or other, …….

22. Do you think that you have a special “IBS way” of communicating with your IBS contacts?

(Your own created “IBS words, language or jokes”, “IBS norms and values”) 23. Which special tools are you using for staying in contact?

(4)

□ A web application

□ Mailing lists

□ Conference call

□ No special tools or other tools, ……..

When you are in contact with other participants, this can be called an IBS network. The following questions are asked to give us a better insight in this IBS network

24. Is the number of people participating in this IBS network fluctuating?

(Are people leaving the network or joining it again?)

□ Stable

□ Increasing

□ Decreasing

□ Fluctuating

25. If the number of people participating in the IBS network is not stable, what is the reason for this movement?

26. Do you use your IBS network for getting knowledge from other places within the company?

□ Yes, go to question # 27

□ No, go to question # 28

27. Reflection is an important part of the learning process. Do you think that, after a programme, participants reflect on the learning process occurring in the IBS network?

□ Yes

□ No

If yes, with what actions do people give this reflection format?

28. Which activities have you observed that stimulate the IBS network?

□ Initiatives from participants

□ Initiatives from programme managers

□ Setting up mailing lists

□ Setting up IT systems

□ Other, ………

29. With support of what kind of resource do you think the IBS network can improve?

□ Active support by Programme managers

□ An IT system

□ Meetings/ Reunions

□ Conference calls

□ Other, …….

30. Do you think that you have increased your knowledge through your IBS contacts?

1 2 3 Haven’t increased Increased a bit Increased a lot

32. Did the IBS meet your expectations?

□ Yes

□ No

If no, what aspects of your expectations were not met?

33. Coming to the IBS, did you have any networking goals?

□ Yes

□ No

34. If yes, at question 33, did you reach your networking goals at the IBS?

Not at all 1 2 3 4 5 Completely

(5)

Appendix 2: Results Longitudinal Survey

Question Answer option

Total # of

answers Percentage 1. What's your name?

2. In which Business Unit do you work?

3. What is your job title?

4. How many years have you worked at ING?

1 - 5 years 28 50

5 - 10 years 17 30

10 - 15 years 9 16

15 - 20 years 1 2

20 - 30 years 1 2

more than 30 years 0 0

56 100

5. How many years of total work experience do you have?

1 - 5 years 3 5

5 - 10 years 11 20

10 - 15 years 18 32

15 - 20 years 13 23

20 - 30 years 10 18

56 100

6. In which programme are you going to participate?

Change-Able Manager 23 41 ING International Business Course 19 34 Manager of Managers 14 25

56 100

7. What are your expectations of that programme?

Training on specific Course content 10 Training on management skills 15 Learn from other participants 6

Network 10

Learn about the general ING strategy 12 Get to know other parts of ING 14 8. What are your expectations of the IBS in general?

High level of professional education on

general topics 18

High level education on ING specified topics 9 Provide ING Group insights 10

Meet ING Colleagues to broaden network 10

Sharing Knowledge 2

None 5

(6)

Total # of

answers Percentage 9. Do you already know anyone else who will be on this programme?

Yes 28 52

No 26 48

54 100

9b. If yes, how many do you know?

0 Participants 26 48

1 Participants 21 39

2 Participants 6 11

3 Participants 1 2

54 100

10a. Have any of your colleagues attended an IBS programme before?

Yes 28 70

No 12 30

40 100

10b. If yes at 10a, what expectations did they create for you in relation to the IBS?

Good Fun. They thought it was high standard and very useful. Good programme which was enjoyable and constructive. Pleasant environment, hard work, good networking. To improve personal skills. Networking. High quality courses. Learn more about the ING strategy and ING's values and

goals.

11. If you have any questions or additional comments, you can leave them in the space below.

Bad 0 0

Poor 1 2

Neutral 4 9

Good 29 63

Excellent 12 26

46 100

13. What is your evaluation of the campus facilities? (Classrooms, (group) working environment)

Bad 0 0

Poor 0 0

Neutral 3 7

Good 21 46

Excellent 22 48

46 100

14. What is your evaluation of the campus facilities for relaxation?

(Relaxing areas in the hotel and the château, eating facilities)

Bad 0 0

Poor 0 0

Neutral 8 17

Good 20 43

Excellent 18 39

46 100

(7)

Total # of

answers Percentage

15. What is your evaluation of the amount of leisure time that you had during your stay at the IBS?

Too little spare time 6 13 Not enough spare time 22 48

Enough spare time 14 30

Plenty spare time 4 9

Too much spare time 0 0

46 100

16. What is your evaluation of the IBS programme as a whole?

Bad 0 0

Poor 0 0

Neutral 3 7

Good 33 72

Excellent 10 22

46 100

17. How much leisure time (outside the scheduled programme) did you spend together with other participants?

less than 3 hours 13 28

3 - 6 hours 13 28

6 - 10 hours 12 26

10 - 15 hours 5 11

more than 15 hours 3 7

46 100

18. How did you spend that time? What kind of activities did you do?

(For example: breaks, evening drinks, outside trips.)

Breaks 19

Evening Drinks 39

Meals 7

Organised trips 13

Own trips 14

19. What were your conversation topics during that spare time?

(For example: business/ projects, your colleagues, the IBS programme, private.)

IBS/Course related 22

Private/Informal 28

Cultural Differences 8

Business 44

20. With how many participants did you have one-to-one conversations?

(Longer than just shaking hands)

None 0 0

1 - 2 participants 1 2

6 - 10 participants 17 37 (Almost) all participants 22 48

46 100

(8)

Total # of

answers Percentage 21. How many participants did you really get to know better?

None 0 0

3 - 5 participants 21 46 6 - 10 participants 20 43 (Almost) all participants 1 2

46 100

22. If there is a difference between your answers to questions 20 and 21, why do you think that is?

Better connected (Personal level) 6 Better connected (Business level) 4

Being together (Assignments/Drinks/Meals) 6

Lack of time 17

Other 2

(For example: gained ideas for better business processes, new products, lower costs.)

Haven't increased 4 9

Increased a bit 27 59

Increased a lot 15 33

46 100

24. When your knowledge has increased, can you give some examples?

Better understanding of other business processes and cultural influences on those. Better grasp of what is going on (hot isues) in other parts of the organisation. Several cultural differences lead to multiple approaches.

Group diversity is a great virtue! Sharing of best practice/operating principles with classmates. Gained ideas about strategics and new products. Insight in developments within ING and who are involved in those. Management style in different countries. Practical tips on how to handle staffmembers. Some people gave new views on the course material due to their background.

25. How many of the present participants do you think you are going to contact in the future?

None 0 0

1 - 2 Participants 11 24 3 - 5 Participants 24 52 6 - 10 Participants 8 17 (Almost) all participants 3 7

46 100

26. For what reason do you think you are going to contact them?

Informal/ private 27

Questions about the IBS, 5

Business purposes 41

Other 4

(9)

Total # of

answers Percentage 27. How many of your classmates do you feel you can call for business purposes?

Nobody 1 2

1 - 2 Participants 8 17

3 - 5 Participants 14 30 6 - 10 Participants 10 22 (Almost) all participants 13 28

46 100

28. With what support or tool could the IBS help you maintain your contacts?

Active support by Programme Managers 10

An IT system 7

Meetings/ Reunions 30

Conference calls 3

Other 9

Intranet facilities (I have to use private e-mail) Round up after X time (changes of functions) We attend another, follow up course as a group Possibly group emails, for sure personal effort.It's up to the participants to maintain the contact. Encouragement to attend other courses. Follow up:

what did you do with this course? Interesting to meet members from other IBS groups. Refreshment day(s) to share experiences afterwards.

29. Did the IBS meet your expectations?

Yes 42 91

No 4 9

46 100

29b. Did the IBS meet your expectations? - If no, what aspects of your expectations were not met?

Class was too elementary for me.The facilitator for the group discussions was very weak; class discussions were dominated by the same small group of partcipants. Information was not broad enough. I missed an analysis of an actual business problem of ING. Little time for networking, getting to know fellow participants. A scheduled outing would have been

appreciated.

30. Before coming to the IBS programme, did you have any networking goals?

Yes 28 61

No 18 39

46 100

31. If yes at question 30, did you reach your networking goals at the IBS?

Not at all 0 0

Fair 1 3

Neutral 10 30

Good 21 64

Completely 1 3

33 100

(10)

Appendix 3: Results Historical Survey

Total # of

answers Percentage 1. What is your name?

2. How many years have you worked at ING

1 - 5 years 10 19

5 - 10 years 24 45

10 - 15 years 11 21

15 - 20 years 3 6

20 - 30 years 4 8

53 100

3. How many years ot total work experience do you have?

1 - 5 years 0 0

5 - 10 years 8 15

10 - 15 years 15 28

15 - 20 years 15 28

20 - 30 years 12 23

53 100

4. In which programme did you participate?

Art of Asset Management 7 13

Art of Banking 5 9

Art of Insurance 5 9

Change-Able Manager Programme 23 43 ING International Business Course 13 25

53 100

Bad 0 0

Poor 0 0

Neutral 2 4

Good 34 64

Excellent 17 32

53 100

6. What is your evaluation of the campus facilities? (Classrooms, (group) working environment)

Bad 0 0

Poor 1 2

Neutral 3 6

Good 27 51

Excellent 22 42

53 100

(11)

Total # of

answers Percentage 7. What is your evaluation of the campus facilities for relaxation?

(Relaxing areas in the hotel and the château, eating facilities)

Bad 0 0

Poor 5 9

Neutral 10 19

Good 28 53

Excellent 10 19

53 100

Too little spare time 4 8 Not enough spare time 8 15 Enough spare time 35 66 Plenty spare time 6 11 Too much spare time 0 0

53 100

9. What is your evaluation of the IBS programme as a whole?

Bad 0 0

Poor 0 0

Neutral 3 6

Good 38 72

Excellent 12 23

53 100

10. How much spare time on campus (outside the scheduled programme) did you spend together with other participants?

less than 3 hours 7 13

3 - 6 hours 16 30

6 - 10 hours 16 30

10 - 15 hours 10 19

more than 15 hours 4 8

53 100

11. How did you spend that time? What kind of activities did you do?

(For example: breaks, evening drinks, outside trips.)

Breaks 30

Evening Drinks 40

Meals 9

Organised trips 13

Own trips 18

12. What were your conversation topics during that spare time?

(For example: business/ projects, your colleagues, the IBS programme, private.)

IBS/Course related 13

Private/Informal 22

Cultural Differences 5

Business 48

(12)

Total # of

answers Percentage 13. With how many participants did you have one-to-one conversations?

(Longer than just shaking hands)

None 0 0

53 100

14. How many participants did you really get to know better?

None 3 6

53 100

15. If there is a difference between your answers to question 13 and 14, why do you think that is?

Better connected 20

Being together (Assignments/Drinks/Meals) 7

Lack of time 11

Other 4

(For example: gained ideas for better business processes, new products, lower costs.)

Haven´t increased 8 15

Increased a bit 32 60 Increased a lot 13 25

53 100

17. When your knowledge has increased, can you give some examples?

Summary: Most people say that they got best practices on projects in other parts of the company. Discussing how each BU approach the same sort of problems. And general info about ING (and its BU's). Better understanding of ING products. Whom to contact for certain problems within ING. Practical information on how to approach certain problems. Informal tips how to manage certain people. Understanding of cultural differences. Also practical examples to the course content. Learnt new ways of thinking

18. With how many participants you've met at the IBS are you still in contact?

Nobody 8 15

53 100

(13)

Total # of

answers Percentage 19. How often do you have contact with those participants?

Every day 0 0

Several times a week 2 5

Once a week 1 2

Once every two weeks 0 0

Once a month 5 11

Once every two months 7 16 Once every half year 25 57

Once a year 4 9

44 100

20. When you are in contact, what is the motive for that contact?

Informal/ private 23

Questions about the IBS, 0

Business purposes 38

Other 0

21. In what way does the information flow between the alumni?

People are just asking information (Single

direction) 10 24

People are having dialogues (Bi-

directional) 19 45

People are discussing topics with more

than two people (Multi-directional) 13 31

42 100

22. Do you think that you have a special 'IBS way' of communicating with your IBS contacts?

(For example: your own created 'IBS words, language or jokes', 'IBS norms and values') The fact that you have the same experience make it possible to

talk with each other with reference to the course, this is easy and helpfull. IBS is a common experience, and it gives a nice, informal way of contacting ('Hi old friends from Chateau Marquette' for instance).

23. Which special tools are you using for staying in contact?

Web application 3

Mailing lists 13

Conference calls 1

24. Is the number of people participating in this IBS network fluctuating?

(Are people leaving or joining it again?)

Stable 30 77

Increasing 1 3

Decreasing 5 13

Fluctuating 3 8

39 100

(14)

Total # of

answers Percentage 25. If the number of people participating in the IBS network is not stable, what is the reason for this movement?

Decreasing interest. People leaving ING. People are to busy.

Some people tend to lead the pack, eg. sending around emails that some people respond to. Like with all groups, there are some that are leading and most other are following. It would be

interesting to keep the group more together through assignments or updates on the curriculum in order for people to stay in touch in a sort of mandatory way. Now, it depends on some sending around funny emails or notices, updates, etc. and that is too informal, eg. not really creating a group/network

26. Do you use your IBS network for getting new knowledge from other places within the company?

Yes 27 51

No 26 49

53 100

27. Only if yes at question 26. Reflection is an important part of the learning process. Do you think that, after a programme, participants reflect on the learning process occurring in the IBS network?

Yes 18 82

No 4 18

22 100

27b. If yes, with what actions do people give this reflection format?

Using your gained new insights and contacts and share them with your BU and apply them.

28. Which activities have you observed that stimulate the IBS network?

Initiatives from participants 32 Initiatives from programme managers 9

Setting up mailing lists 9 Setting up IT systems 0

50

29. With support of what kind of resource do you think the IBS can help to maintain your contacts?

Active support by programme managers 21

An IT system 9

Meetings/ Reunions 23

Conference calls 3

56

30. Do you think that you have increased your knowledge through your IBS contacts?

Haven't increased 15 28

Increased a bit 33 62

Increased a lot 5 9

53 100

(15)

Total # of

answers Percentage 31. When your knowledge has increased through your contacts, can you give some examples?

When I need information particular to the subject in the area of expertise of the other participants. Updates from former

participants on topics of particular mutual interest; usually initiated one/one---how have you tackled this type of situation? Do you know that person? Can you help me find my way within your organisation? etc. When I need information particular to the subject in the area of expertise of the other participants.

Developments in other countries f.i. it/software/products.

Increased access to Group (BU) resources. Knowledge of other parts of the Group/Total insight in group. New information around specific products.

32. Did the IBS meet your expectations?

Yes 49 92

No 4 8

53 100

32b. Did the IBS meet your expectations - If no, what aspects of your expectations were not met?

Not challenging enough. Would like to see more day-time team- building activities, rather that just hanging around in the bar or the trivia game in the evening time. The CHAMP course was too short compared to the issues covered in the program, which resulted in a very high overview of topics. Because of the little time available next to the official program there was no time to really get to know people.

33. Coming to the IBS, did you have any networking goals?

Yes 33 62

No 20 38

53 100

34. If yes at question 33, did you reach your networking goals at the IBS?

Not at all 1 3

Fair 7 22

Neutral 9 28

Good 13 41

Completely 2 6

32 100

(16)

Appendix 4: Glossary

Benchmarking: The process of identifying, learning, and adapting outstanding practices and processes from any organisation to help improving own performance.

Communities of Practice: Groups of people who share a concern, a set of problems, or a passion about a topic, and who deepen their knowledge and expertise in this area by interacting on an ongoing basis.

Explicit Knowledge: Knowledge that can easily being described in a formal language.

This knowledge can therefore easily being passed to others.

ING Business School (IBS): Department of ING Group which organises programmes with quality leadership and management training for the top 5000 managers of ING Group.

Tacit Knowledge: Personal knowledge, embedded in the individual experience. This form of knowledge can hardly being expressed in any formal language and therefore hardly being passed to others.

Knowledge: Understanding and the ability to transform it into actions (skills), which yields performance.

Knowledge Management: Optimising the use and reuse of knowledge.

Knowledge Sharing: The process of exchanging knowledge, where the sender and receiver both have the same knowledge level, but still feel they can learn from each other.

Learning Network: A developing combination of individuals who on a basis of common interests for a field of knowledge, exchanges expertise and develops new knowledge.

Network (noun): A group of people or organisations that have a certain mutual interest to connect to each other.

Network (to, verb) : The process of purposively making and maintaining relationships with people or groups of people that are or will be of importance in reaching ones own goals.

Participant: ING managers who follow a course at ING Business School.

Programme: Courses that are run at the campus of ING Business School, including the pre work, work on campus (lectures, workshops, simulations, and individual assignments) and the post work.

Programme Manager (PM): Employee of ING Business School that designs the programmes.

Programme Administrator (PA): Employee of ING Business School that co-ordinate the programmes.

Respondent: Participant of ING Business School who filled in the survey of this research.

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