Quality Legacy Report Quarter 1 2014
Quality Project Overview Objective: We achieved our quality Measure of Success for satisfaction and have defined and started to measure standards
Standards
Achieving NPS MoS
Safety
Achieving NPS MoS Objectives • To improve quality of experiences and grow using NPS while growing in quantity of experiences
KPIs • Goal setting for NPS in Programmes • % of Entities setting goals with quantity and quality
Milestones • Created and launched Global Goal For NPS in GCDP and GIP in IPM and Regional Conferences (XPRO) • Goal setting knowledge (yearly, quarterly, monthly) for the network • Consultancy on goal setting for NPS • Regional reporting on key detractor and promoter issue
Achieving NPS MoS Successes
• Goal setting gives a clear direction how quantity and quality works together • Self select issues and NPS score connection
Challenges
• Understanding of the goal setting in the network • Tracking of the self selection progression • Entities not understanding the knowledge of NPS yet
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 • Refresh Standards for Exchange Programmes • Clear Measurement of standards
Milestones • Launched and legislated standards in IPM • Education of Standards in every Regional Conferences (XPRO) • Measurement system for standards drafted
Standards Successes • AIESEC has 16 clear standards for the programs • Members of the organization are clear with the why and what • Refreshment and structuring of standards into 4 groups
Challenges
• Technicality of the measurement for piloting • How to implement the standards • Breaking the standards delivery into operations and timeline
Safety Objectives • We put people first by evolving our standards in operations • We support safety in our programmes delivery by facilitating International SOS global agreement
KPIs • Number of entities participating: #19 • Number of EPs covered: #3080
Milestones • iSOS presented services at IPM • Contract for min. 3000 EPs receiving safety service signed • Implementation started on 1st of April • Materials and education released to entities • Meetings with national offices of iSOS started
Safety Successes
Challenges
• Implementation started and minimum 3000 EPs will receive the service in the next 12 months • We start to collect experience with the service • Preparation for knowledge and experience management done for on going improvement
• Implementation was delayed because of delay in entities signing up formally to participate • Communication from AI slow due to limited capacity (only 1 responsible) • Optimizing systems frome xternal companies to fit AIESEC takes time and more feedback loops
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
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 got consultation • Materials on how to tackle the specific global issues are created and educated
Global Planning + S&D Next Steps Q2: General • Resource hub creation for Quality experience delivert • Internal communication through MCP Newsletter, LCP Newsletter, and Programme Newsletters • Goal setting knowledge delivery for the network
Next Steps Q2: Specific • Consultancy plan for GIP and GCDP focus entities • Tracking of key detractor issue solving
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) • Education of Standards for Awareness by the end of May • 500 Exchanges being evaluated on the standards (min 100 GIP Xp out of all) • Evaluation and reporting for standards pilot measurement (Standards)
Teaching & Marketing Growth Next Steps Q2 • Resource hub for standards delivery • Embedding standards implementation with NPS MoS achievement • Consultancy plan for GIP and GCDP focus entities • Piloting standards measurement with specific chosen entities • Reporting on the pilot for standards measurement
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 • Materials on how to tackle the specific global issues are created and educated
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) • Updating wiki based on timeline of consultancy • Source for GCPs in quality delivery • Bi-weekly reporting on NPS and it’s key issues