Fire-fighting & Increase Response Rate
Fire – Fighting Plan
• Having a representative from all L.Cs responsible for fire-fighting. • Training them to effectively fire-fight in a processed manner. • Making a national fighting team to track all fire-fighting activities.
Plan to Increase Response Rate
• Giving communication guidelines to quality managers for increasing response rate. • Providing the excel customer database to AIESEC India and ensure it’s tapped well. • L.Cs start educating and communicating with E.Ps about the relevance of Response Rate through social media promotions ,review meetings, inductions, incentives. etc.
Implementation of Fire-fighting Plan
• All Quality Managers were trained on firefighting. • Fire-fighting method was defined and followed • The mails sent to the EP to set the case in progress and close status were to be CCed the NCB. ncb.aiesecindia@gmail.com . Hence, tracking happening. • Fire-Fighting team in National Control Board was formed with 3 members.
Flow for Fire Fighting Check Task Details Contact the EP/Member Change the status to in-progress Contact Response and React Fast Solve the Issue & send a follow-up mail to the EP
Change the Status to Closed.
Increase in Response Rate
• All L.Cs were given guide lines to do effective communication for increasing response rate. • Customer Database was provided and it was capitalized by L.Cs. • Multiple L.Cs conduced meetings with interns to increase NPS awareness. • No. of field trips to trainee houses increased by AIESEC India members. • Innovative initiatives like poster making were taken up by many L.Cs
Sample Guideline Mailer