Description CSI Team is the brigade that support the national team in the constant internal process improvement at local level meanwhile offer the best experiences to each customer.
Ambition
CSI team during 14-15 term aspire to be the most innovative and relevant support team at national level. CSI team will be recognized as the team that give the committees all what they need to give a better experiences for each customer experiences ( TMP, TLP ,EXCHANGEs)
Structure
Process Tracking
Planning
Implementing
Operating
NPS Track
Promoters y detractors strategies.
Effective Communication.
Firefighting Support.
CASES Track
Process Improvement.
Support during improvement.
Process and structure audit.
Improvement Track
Risk Management.
CO-Delivery indicators
Quality Cooperation.
Tools - Follow up
Global Quality Feeling.
Mainstay CUSTOMER: • For each experience the team will work hard every day.
AIESEC VALUE PROMISE: • Unify the concept
TALENT DEVELOP AND CULTURE: • Achieve a real change.
STRUCTURE AND PROCESS IMPOVEMENT: • Simple and effectives.
TOOLS AND TECNOLOGIES: • Optimize
MEASURING AND STRATEGIES CREATION: • Convert data into action
C.S.I. Feeling
Firefighting Overview Firefighting is our clear assistance to our customers’ network. It’s giving the possibility of a 24/7 service in order to ensure the security, wellness and proper experience to each one of our members and to our interns in Colombia and abroad. Its caring about any single dissatisfaction and doing something to fix it as fast as possible within our boundaries and internal policies.
Firefighting System.
In order to support better the experiences we would use CASE system. That consist in be fast and human sense firefighting flow.
Customer’s Awesome Support Experience
About
c.a.s.e.
CASE system is not only fix situations, is bring a fast solving understanding the real support that each experience need. Before understand CASE flow we need to understand what is a case. Cases are not only “quality cases” in CASE system we have tree kinds of cases: Crisis Management, Support Claim and quality cases. Quality Cases: • Issues according break of minimums and politics. • Ex. XPPs break,
Support Cases: • Support in procedures. • Ex: Legal problems..
Crisis Management Cases: • Managing risk situations. • Ex: Illness or sinister.
c.a.s.e. Flow for Exchanges
Step 1: Internal level Situation: Responsible:
Timeframe: Incomes:
Outcomes:
• The EP or TN taker try to solve issues privately • The EP is responsible but TN manager or EP Manager must support this process. • 48-72 Hrs after the issues is acknowledge.
• Claim supports. • AIESEC responsible must ensure that the solution be stated in a document and signed by the three parts ( AIESEC, EP and TN Taker)
The case will be from step 1 to step 2 when: a) After 48-72 hours after the issue(s) was acknowledge and no solutions can be provided. b) The issue claimed is directly with an AIESEC Local Committee.
Step 2: Local level Situation:
Responsible: Timeframe:
Incomes:
Outcomes:
• AIESEC in Colombia entity, the intern or the TN manager should inform the Home & Hosting Local Entity in order to get the issue solved. • The solution could be provided LC-EP or LC-LC
• Hosting & Home commits’ VPs, EP manager and TN manager must support this process. • CSI Team help as advisor to AIESEC in Colombia’s LCs • One week after the case had been opened. • At this level a case must be opened in the CSI follow up tool: http://bit.ly/EmergencyCase. • Attach in the tool: ANs, visas, legal documents, documents signed by the EP and claim’s support documents. • AIESEC responsible must ensure that the solution be stated in a document and signed by the three parts ( AIESEC, EP and TN Taker)
The case will be from step 2 to step 3 when: a) 1 week after the cases had been opened in CSI Follow up tool. b) When foreign MC or NCB,/NQB request the solutions.
Step 3: National level Situation:
Responsible:
Timeframe: Incomes:
Outcomes:
• At this stage CSI team make an official statement with suggestions and possible next step according XPPs and other documents. • MC and CSI together will try to concert a solution, coordinated with LCEBs of HE and SE. • CSI Team and MCVP responsible. CSI Team make the official statement and MCVP allows CSI director to deal with HE or SE • Two week after the case been opened. • Attach Official statement. • Attach new communications or proof provided. • CSI Team must ensure that the case solution be stated in a document and signed by the implicates in liabilities.
The case will be from step 2 to step 3 when: a) 2 week after the cases had been opened. b) When foreign MC or NCB,/NQB make an official case application to ICB according the politics.
Step 4: ICB level Situation: Responsible: Timeframe:
Incomes:
Outcomes:
• The situation been sent to the Internal Control Board to arbitrate the solution and get a final solution from AIESEC. • MCVP OS and CSI Team need to support and answer ICB requests. • About Two week after the case application. • Attach Official Case Application form. • Attach Official Solution document • Attach liabilities support. (payments, documents etc…)
• MCVP OS and CSI Team must ensure that the solution been succeed. • Make an appeal.
ยกGracias! KEEPING QUALITY