E&M in action

Improved onboarding process: a step towards success in 2024 and beyond

The onboarding process plays a crucial role in welcoming new employees and ensuring their smooth integration within the organisation. In 2024, we have taken significant steps within KLM Engineering & Maintenance to improve this process, with the aim of providing a positive onboarding experience and ensuring employee retention. Joy Zaat, as Onboarding & Process Lead, has developed an entirely new onboarding process within E&M, incorporating input trom others. The improved onboarding process not only focuses on the first working day, but also emphasises continuous evaluation and feedback to continuously improve the process.

Evaluation and Feedback of the Onboarding Experience In addition to the fortnightly E&M onboarding days, which we have been organising since the second quarter of this year to welcome new employees and introduce them to E&M, we organised the first return onboarding day on Wednesday 23rd October. This took place in the Arena - building 411, with over 20 new employees in attendance.

After the first two to three months, new employees often feel more at home and a need arises for a more in-depth introduction to topics where there are still questions. The return day provides an ideal moment for this: employees can give feedback on the onboarding period, receive additional information on important topics, and have the opportunity to ask in-depth questions. Moreover, new employees who have previously met during the E&M onboarding day see each other again, strengthening their social network.

During this first return day, the themes of ‘Health’ and ‘Learning & Development’ were discussed through a presentation by colleagues from these departments to encourage growth and development. Through this return day, we contribute to a positive onboarding experience, which then helps to keep employees on board.

Prior to the return day, we requested feedback from the new employees, which we went through together during the return day. We received some great compliments on the onboarding period and valuable suggestions for further improvement. Based on these, we will work from onboarding E&M in the coming quarters, including developing templates for department-specific onboarding plans.

The timing of evaluation is essential for improving the onboarding process. Regular evaluations and feedback from new employees allow us to gather valuable insights, which directly contribute to continuous improvement of the onboarding experience. In October 2024, for example, a significant increase in new employee satisfaction was measured, indicating that our approach is effective.

The Reconnection Day was organised by Joy Zaat, responsible for onboarding within E&M.

Improvements in the onboarding flow By 2024, the onboarding process has seen significant improvement. Below is an explanation for each step, covering the process from the time of acceptance of the job offer to the first working day and the following 90 days:

  1. Start screenings - Turnaround time has been reduced, and better tracking is now in place for international VGB screenings, ensuring faster and more efficient processing.
  2. Onboarding HRSSC - Turnaround time for onboarding processes has been significantly reduced, and information provision has been improved for smooth handover between process steps.
  3. Internal correspondence - The transfer between departments has been clarified, and the process around the Schiphol Pass has been automated.
  4. Central E&M onboarding team - This new team calls and emails new employees to provide them with important information, while ‘preboarding’ is monitored. It acts as a single point of contact for new employees. Welcome packs for new employees are created by this team.
  5. Unit pre-boarding - Facilities and belongings are in place as often as possible from the first working day.
  6. Start date - The welcome pack is ready, and the new employee starts with the correct work clothes, thanks to improved processes around clothing.
  7. KLM onboarding day - New employees are now welcomed with an interactive KLM onboarding day to get to know the organisation better.
  8. E&M onboarding day - The emphasis is on interaction, building a social network, and employees are welcomed with tours of E&M's premises.
  9. Unit onboarding - Several unit-specific initiatives, such as templates and boarding tools, ensure a smooth start.
  10. Return day - The first return day was organised, at which useful feedback was received. The next return day is scheduled for 18th December.

E&M onboarding day - December 2024

October 2024 results: improved satisfaction October 2024 data indicate a huge improvement in the onboarding experience. Key findings include:

  • Resources and facilities in place: In January 2024, 26% of employees were not satisfied with facilities. By October 2024, this percentage has been reduced to just 5%, with 81.8% of employees now satisfied or very satisfied.
  • Preparation for the new job: In January 2024, 36% of employees were not satisfied or neutral about preparation for the new job. In October 2024, 81.8% of employees are satisfied or very satisfied. The onboarding team made a significant contribution to this.

Focus points for 2025: further improvements in onboarding For 2025, the focus is on further optimisation and digitisation of the onboarding process. The next steps are expected in 2025. Due to unforeseen projects or work, the schedule may still be revised.

  • Q1: Onboarding videos ready - Onboarding videos will be developed to make the onboarding process visual and interactive.
  • Q1: Secure process and structure - The onboarding process will be further secured and streamlined for consistency and effectiveness.
  • Q1: Design onboarding page and templates per department - An onboarding page will be developed as a source of information on onboarding and templates for departments and unit onboarding will be further developed in collaboration with the units.
  • Q1: Crossboarding - New initiatives will be developed to optimally onboard employees who change positions.
  • Q2: Onboarding page and digitalisation - The onboarding page will be optimised, and further digitalisation implemented to make processes more efficient.
  • Q2: IT hardware solution - IT hardware will be made available to new employees in a timely manner to ensure a smooth first working day.
  • Q2: Training managers and buddies - Managers and buddies will receive training to provide better support during the onboarding period.

The improved onboarding process provides new employees with a structured, informative and supportive start at KLM Engineering & Maintenance. Continuing to listen to feedback and responding to employees' needs creates a solid foundation for long-term success and employee satisfaction. Do you have any questions? Please send an email to: EMonboarding@klm.com.