Quality Legacy Report Quarter 2 2014
More experiences we provide, more unfulfilled experiences occurs.
We always put quality as an “or”
By 2015, we ambitioned 38000 GCDP and 17000 GCDP
During IPM, We are ambitious to set the goal of…
An NPS Score of
48 ___
• for
both GIP and GCDP by 2015.
4
Quality Project Overview Q2 2014 Objective: We achieved our quality Measure of Success for satisfaction and have defined and started to measure standards
Standards
Achieving NPS MoS
General Education and reporting
The Ambition 5000 GIP
12000 GCDP
43 NPS
44 NPS
Our role is to ELIMINATE and REDUCE 3 detractor issues in GIP and GCDP at the REALIZED stage Job Description Alignment for both GIP and GCDP Integration by host entity in GIP Communication by host entity in GCDP Logistics in both GIP & GCDP
Where are we now? 509 GIP
38 NPS
5036 GCDP
42 NPS *this are NPS in Realisa0on Stage
Achieving NPS MoS Objectives • To improve quality of experiences and grow using NPS while growing in quantity of experiences
KPIs • NPS Growth of focus entities in GCDP and GIP • Decreasing top 3 key detractor issues for focus entities
Milestones • All focus entities (GIP&GCDP) have NPS goals, key detractor issues, and plan to overcome the issues – All focus entities set goals for Q3 and Q4 2014 • All focus entities got consultation – focusing on hosting entity in GCDP and GIP • Materials on how to tackle the specific global issues are created and educated - done
Achieving NPS MoS Next Steps Q2: General • Resource hub creation for Quality experience delivery – done within programmes • Internal communication through MCP Newsletter, LCP Newsletter, and Programme Newsletters – Strategy and tracking for network done • Goal setting knowledge delivery for the network – done, MCP summit mostly
Next Steps Q2: Specific • Consultancy plan for GIP and GCDP focus entities – done by the entity focus responsible • Tracking of key detractor issue solving – done, but not complete
NPS Goal Achievement Quality Strategy Context
Understanding the detractor issue through customer comments
Key Activities in solving the issue Role of Sending and Hosting entity in solving the issue
Talent Capacity in delivering Quality Experience
Achieving NPS MoS NPS Evolution iGIP Focus Entities
Achieving NPS MoS iGIP Entity Focus Activity Tracker iGCDP focus
First Day of Work implementation
Accommodation Standards
Integration Standards
Learning and Experience Standards
BRAZIL CHINA, MAINLAND
Yes No
Yes Yes
Yes Yes
Yes Yes
COLOMBIA
Yes
Yes
Yes
Yes
CZECH REPUBLIC
No
Yes
No
No
No
EGYPT GERMANY
No No
Yes Yes
No No
Yes Yes
Yes, Through NCB No
INDIA
Yes
Yes
Yes
Yes
Yes, Through NCB
MEXICO TURKEY
Yes No
Yes Yes
Yes No
No No
No Yes, Through CG
Fire Fighting System
Yes, Through NCB Yes, through CG Yes, Through NCB, Podio, and CG
Achieving NPS MoS NPS Evolution iGCDP Focus Entities
Achieving NPS MoS iGCDP Entity Focus Activity Tracker iGCDP focus
First Day of Work implementation
Accommodation Standards
Integration Standards
Learning and Experience Standards
Fire Fighting System
Argentina Brazil China
Yes Yes No
Yes Yes Yes
Yes Yes Yes
Yes Yes Yes
Yes, Through Podio Yes, Through NCB Yes, Through CG
Colombia
No
Yes
Yes
Yes
Yes, Through NCB, Podio, and CG
Egypt India
No No
Yes Yes
No Yes
Yes Yes
Indonesia
Yes
Yes
Yes
Yes
Mauritius Poland Romania Russia Taiwan
Yes No No Yes Yes
Yes Yes Yes Yes Yes
Yes Yes Yes No Yes
No Yes Yes Yes Yes
Tunisia
No
Yes
Yes
No
Turkey Vietnam
No Yes
Yes Yes
No Yes
No No
Yes, Through NCB Yes, Through NCB Yes, Through Nationalised email address Yes, Through CG Yes, Through NCB Yes, Through CG Yes, Through CG Yes, Through CG Yes, Through Nationalised email address Yes, Through CG Yes, Through CG
General Education and reporting Objectives • Creating the importance of quality experience delivery while growing like never before towards 2015
KPIs • NPS Growth of focus entities in GCDP and GIP • Decreasing top global 3 key detractor issues
Milestones • Resource hub for quality experience delivery - done • Materials on how to tackle the specific global issues are created and educated - done
General Education and reporting Next steps Q2 • Creating basic knowledge on customer experience management for the network (NPS usage, product-process improvement, firefighting, talent capacity, etc) - done • Updating wiki based on timeline of consultancy - done • Source for GCPs in quality delivery – Done, need compilation and documentation • Bi-weekly reporting on NPS and it’s key issues – done regionally and changed to monthly
Achieving NPS MoS Successes • Clear direction by selecting 3 key detractor issues in GIP to improve NPS score • Simple and tactical solutions in solving detractor issues • NPS Regional reporting for the network give more insights
Challenges • The focus towards quality in GIP is still less and not yet embedded from the start of operational cycle • The strategies was created and educated to key entity focus, the downscale to LCs and its tracking was not able to happen completely • GCPs in quality experience for GIP is not yet show cased constantly in the network • Data analysis is a challenge due to CG system is not very flexible • The right tracking of KPI of NPS is not yet perfect, still activity based tracking.
Standards Objectives • • • •
Clarity of standards of AIESEC XP Commitment to the goals Complete picture on quality MoS To end Quality vs. Quantity discussion once and for all
KPIs • Successful evaluation of the standards measurement Milestones • To have the measurement tool for pilot entities (Standards) – done • Education of Standards for Awareness by the end of May – done materials are created, addressed the GIP/ GCDP quality focus entities on the main focus standards • 500 Exchanges being evaluated on the standards (min 100 GIP Xp out of all) – in progress 24 responses so far • Evaluation and reporting for standards pilot measurement (Standards) – not done
Standards Next Steps Q2 • Resource hub for standards delivery – done for initial content • Embedding standards implementation with NPS MoS achievement – done and part of the quality strategies • Piloting standards measurement with specific chosen entities – in progress • Reporting on the pilot for standards measurement – not done will be done by July 1st week
Standards Successes
Challenges
• The assessment tool has been described as simple so far. • Focus on specific standards for improvement of NPS • Some entities have already edited their internal tracking of standards and created assessment tools for them, for example Vietnam, Indonesia.
• Responses for the pilot are not enough, most are coming recently. • Transition/team switch period slowed down the process. • During Q2 period, entities are more focused on final sprint of results and delivery. • Culture of standards assessment isn’t there
Key Learnings Quality learnings • To embed quality into operations from the start. By taking the right actions during raise and match, the level of issues at the realized stage can be decreased. • Tracking and showcasing quality from both completed and realise stage in GIP. Considering GIP experience has a longer duration and most detractors comes from realisation stage, would be best to analyze both stages. • Focusing on co-delivery between entities. Most detractors comes from hosting entity and home entity detractors also concerning host entity responsibility, show casing GCPs in co-delivery high quality experience is needed in the network to create the movement.
Standards learnings • To ensure that the assessment needs to happen in the future, putting it part of the customer flow will help, but also the culture/routine needs to be there. • The standards are easily understood, however on a local level the confusion wasn’t about that but rather about the delivery/who knows was sometimes an issue, which indicates that maybe structures for delivery on not clear. • Simplicity is a key for implementation and moving this forward to ensure that standards being delivered in every XP.