Process improvement and product innovation From customer feedback!
Analyzing NPS with the right “glasses”
THE VALUE PROPOSITION Product Development
A
A cross-cultural living and working experience
The opportunity to create positive societal impact
Personal Development
Activities which develop an entrepreneurial and responsible attitude towards being a better leader A professional development experience
practical team experience
Practical
hard and soft skills development
Access
A
cross-cultural living and working experience
to a global network
An
entrepreneurial and responsible attitude towards being a better leader A
Our promise
Activities
which develop an entrepreneurial and responsible attitude towards being a better leader
practical team leader or executive leadership body experience Personal and professional development Practical hard and soft skills development Activities which develop an entrepreneurial and responsible attitude towards being a better leader
We make this promises because we believe these experiences will turn young people into change agents
Our success relies on our ability to deliver those promises
Experience delivery Process Improvement
Induction to AIESEC
Education
Pick-up Product packaging
Processes and activities we make to ensure the promise is delivered!
EP preparation
Etc‌
Visa support Transition Re-integration Personal goal setting
Did we deliver the promise?
Are our operations helping us to deliver the promise?
NPS on Completed
NPS on Matched and Realized
How? - Experience delivery Process Improvement
1. CustomerGauge • See comments • See self-select issues
2. Talk to EPs / Team members and team leaders
1. What are the customer concerns?
1. Set goals (% promoters)
2. How to solve / address customer concerns?
2. Set actions, timeline and checkpoints to track progress
3. What will I focus on?
3. Have a focus for 6 months and weekly progress check
“- not clear/incomplete or contradictory
information provided about the program (refund policy for instance) - lack of couching at the beggining (after singing the contract and before starting search for internships)” Tatiana Dumbrava “I feel that I had (and still have) alot of
unanswered questions. For example I was not told which dates I would need to be out there until I asked. This information is vital as without it I could not book flights/sort out a visa etc. I have been given no information regarding the visa other than that I need one. I do not know where I am staying or where I will be based during the programme. I am hoping this information will be given to me soon.” Anneka Chana
What you will read…
Self-select issues
What to improve? Information provided about the GCDP
programme
The selection process Induction to AIESEC
Matched
Matching support Communication during acceptance
procedure
Visa documents and information
What to improve? Cultural preparation Integration by the hosting entity Logistical support Job-description clarity and alignment
Realized
What actions can be taken? Communication Procedures Structures Policies
How? – Value proposition Product Development / Innovation
1. CustomerGauge • See comments • See self-select issues
2. Talk to EPs / Team members and team leaders 3. Talk to Partners and TN takers
1. Which value proposition needs to be strengthened? 2. What are the customer concerns? 3. How to solve / address customer concerns? 4. What will I focus on?
1. Set goals (% promoters) 2. Create an enhanced product 3. Set checkpoints to track progress 4. Review your products at least twice a year
“The project I was working with didn't follow any of the topics
of the contract. They as well earn money out of our work. The project always talked about creating an impact on the society but actually I didn't give any lessons to people that really needed them, that couldn't afford an english course. Also they give contradictory advertisement, making us part of the add campaigns. After this experience I don't believe I created an impact on the society, and I didn't had the time (because all of the hours I had to work) to know about the culture or to travel around Brazil. ”
Lucia Salamanca “job-description: in most of the cases in Padang Indonesia the
job description differed extremely from the activities that should be done! For example: intern who wanted to teach french should now teach german and english. Or like in my case: i only signed up for english but than i should also teach german. other interns should also take part in complete other projects that had nothing to do with their actual internship. ” Regine Mueller
What you will read…
Self-select issues
What to improve? Personal development Opportunity to create positive societal
impact* (GCDP)
Cross-cultural understanding & awareness AIESEC’ support during the experience
Completed
What actions can be taken? Ensuring positive impact Enhance Cultural New JDsinvolvement partners interns / Projectprofessional personal role focus forininterns the development internship development (GCDP) (GIP) (GCDP)
Challenging professional roles (GIP)