The Chamber of Commerce manages various registers, including the Trade Register, and provides information and advice to customers and stakeholders. Data is an important building block for the organisation. In order to train more employees to become skilled data users, the Chamber of Commerce approached the Radboud Management Academy, one of Radboud University's training centres for professionals. Data Strategy Director Vanessa Visser and HRM Director Karolien van Lieshout explain how they worked with Radboud University to develop exactly the customised training programme they were looking for.
Chamber of Commerce and Radboud University bridge the gap between science and practice: Data as a compass for better service
At a time when data is the key to innovation and customer-focused working, the Chamber of Commerce is investing in data skills. How can we ensure that more employees are able to work in a data-driven way and translate data into opportunities to improve our services? Chamber of Commerce found the answer at Radboud University.
What challenge were you looking for a solution to?
Vanessa: "We believe it is important that not only our data analysts and data scientists, but also other colleagues, have a good understanding of what that data contains; that they can filter insights from that data by asking the right questions and thus identify innovations and further improvements to our services. That's why we started looking for a training course for employees who already work with data but are not data experts. So our question was one of seeking more knowledge and insight."
More knowledge and insight, preferably tailored to your needs?
Karolien: "Exactly. We heard good things from a former colleague who had taken a refresher course at Radboud University, so that's how we ended up in Nijmegen.’
Vanessa: "In discussions with lecturers Alex Aalbers and Egbert Philips, we quickly realised how well the “Strategic Application of Data in Organisations” programme suited our needs. This was also because we were able to contribute ideas about how to tailor the existing programme for Chamber of Commerce. The major topics that are also important to us, such as data architecture, data privacy and data ethics, were already included in the programme; we only made a few minor adjustments. The specific focus on our Chamber of Commerce practice mainly arises during meetings. If we come across something essential, for example when discussing a case study, there is room to dwell on it longer and explore it in greater depth."
Karolien: "The fact that Radboud University is a renowned institution also played a role in our choice. It does have an impact on the experience of the colleagues who are able to follow the programme; it gives it a certain weight. The third cohort is currently in the middle of their programme."
Thanks to the training, we now have more data ambassadors throughout the organisation: employees who know the value we can derive from all our data if we use it wisely and effectively together.
What does the programme look like in broad terms?
Karolien: "A group of twenty Chamber of Commerce employees from different teams and departments are taking the course together. Right from the start, during the introductory round, you can see how valuable that is. Colleagues get to know each other, hear what the others do, how their work relates to each other, what they can learn from each other and how they can strengthen each other. The programme consists of five two-day meetings spread over five months. The kick-off and closing meetings are held on location in Nijmegen, where we stay overnight, which also makes the training a team-building exercise. On the other days, the lecturers come to us – but not “just” to the office. We make it something special.”
Vanessa: "The lectures are led by Alex and Egbert, our senior lecturers, and guest lecturers come in to present specific topics. Throughout the entire programme, Alex and Egbert are also our mentors and challengers. They ask critical questions and encourage us to think constructively about our way of thinking and working. They do this very well; they are strict but friendly, and there is certainly room for laughter. What I also really appreciate is that they are open to learning from us. They don't just impart knowledge, but encourage interaction between science and practice. That's exactly what we're looking for."
What are the most important benefits of this customised training programme?
Vanessa: "First of all, our participants realise that a data science issue does not start with the data analyst, but with the domain expert who identifies a question, pain point, challenge or wish. What is the question, what is the underlying need and how can we meet it? We all have a role to play in this and, thanks to the training, we now have more data ambassadors throughout the organisation: employees who know the value we can derive from all our data if we use it wisely and effectively together. I also find the focus on case studies in the training programme very valuable. Participants – from all those different teams and departments – work together to develop great concepts for innovative products and improvements to our services. We are also going to implement these, which is both a nice reward for them and a wonderful return for the organisation."
Can you give an example of a solution that you can apply immediately?
Vanessa: "Take the next best action concept. That's a data model designed to improve our customer contact. Based on an analysis of large data sets, the model predicts, for example: “If an entrepreneur calls about subject X, he is also very likely to be interested in subject Y.” Such a model is not necessarily new, but the absolute added value for the Chamber of Commerce lies in the fact that the register administrator and the data analyst now know where to find each other, speak the same language and feed off each other to arrive at such solutions and improvements. ”
Would you recommend other organisations to collaborate with Radboud University?
Karolien: “Definitely. It is incredibly interesting, educational and enjoyable to work with a knowledge partner such as Radboud University. To build a bridge between science and practice together. I can only say that we feed and strengthen each other.”
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