CUSTOMER EXPERIENCE MANAGEMENT
QUALITY MANAGEMENT
Current System/Tools
Current Situation
General conclusion
SYSTEM AND TOOLS
NPS & ICX TN Taker feedback survey
NCB
SYSTEM AND TOOLS NPS & ICX TN Taker feedback survey
• What are these tools for? • Collecting the real customer feedbacks
• Some explanation • Quality: The actual vs. the standard. Set by the organization providing the product • Satisfaction: The actual vs. the standard. Set by the individual experiencing it
SYSTEM AND TOOLS • NPS: lead by AI and so far only have the function for exchange participants and team program participants. (which means, TN takers or sponsors are not involved in the system) • That’s why we have the TN taker feedback survey that based on Podio.
• However, they are both designed in the same methodology Net promoter score
SYSTEM AND TOOLS • Methodology
SYSTEM AND TOOLS • How the system works? • NPS • surveys sent out by CustomerGauge based on the data AI gives to them which are coming from myaiesec.net gathered by TATA. • Surveys sent for Exchange programs: Matched, realized & complete
• Surveys sent for team programs: once each semester
SYSTEM AND TOOLS • How the system works? • NPS
SYSTEM AND TOOLS • How the system works? • NPS • MC Logins NPS Manager: operations@co.aiesec.org, password: mcboost MC: presidencia@co.aiesec.org password: mcboost
SYSTEM AND TOOLS • How the system works? • TN Taker survey • surveys should be sent out by LC or MC.
• Surveys sent for Exchange programs: Matched, realized & complete
SYSTEM AND TOOLS • How the system works? • TN Taker survey • This survey is almost the same as the NPS system ones. But divided into AIESEC Service and satisfaction towards trainee. • Problems: issue design
SYSTEM AND TOOLS NPS & ICX TN Taker feedback survey
• How these tools can help for the improvement of quality? • Get enough answer to show the real situation in the quality of programs • Find out the problem and make strategies based on the data • Check again by using the tool.
SYSTEM AND TOOLS NPS & ICX TN Taker feedback survey
• Some FAQs • Can we track? • Yes. According to myaiesec.net.
• What to track? • The score and the response rate
• Who is going to be responsible? • VP O&I. others, need to know where to get information when you need
• How do I evaluate if I am delivering good quality in a period? • By the trend and to some point, we will find out our own standard.
But you need to know, the score itself means nothing Why?
SYSTEM AND TOOLS
• Quality is a standard! And this standard various according to culture, products etc. • So it means the scores that represent good quality also various. • And we don’t have enough responses to find out the real standard
SYSTEM AND TOOLS • NCB = National Control Board
NCB
• Designed based on ICB process and the current practice of the other countries. • Purpose • For OGX EPs to get direct help from MC which is faster and more effective especially during vacation peak • For trainees to complain and handle conflicts with LC in Colombia • For any stakeholder to consult about XPP
• This tool is not yet being used properly. • Structure and HR: do we need a board for this? Who should be in here? How to make sure commitment and speed of dealing cases? • How to make sure that people knows about this tool
Step 1 Internal Level Step 2 Local Level Step 3 National Level Step 4 Internatio nal Level
• The intern or the TN organization should inform each other and try to solve an issue privately with them • TN manager or EP manager should supporting this process • If step 1 has been tried and failed, the intern or the TN manager should inform the sending and hosting entity to solve the problem • Hosting, sending entities’ VPs, EP manager and TN manager should supporting this process • If step 2 has been tried and failed, then TN manager or the EP manager should send request to NCB as well as the MC VP responsible to help solving the case • Hosting, sending entities’ MC, LC and EP/TN manager should supporting this process
• If NCB has been tried and failed to close the case, NCB should support to bring the case to ICB
SYSTEM AND TOOLS
• If you want to see the detail how these tool are helping to get information, please refer to the quality reports.
CURRENT SITUATION
LC Situation
National Situation
International Situation
LEVEL OF QUALITY MANAGEMENT BASED ON MY UNDERSTANDING
Tool Usage
• Know how to get useful and enough data
Data usage
• Use the tools to testify the new strategies
• Analysis for improvement • Strategies creation • Product development
• To really Strategies work out Implementation something