standards & satisfaction basics agenda 1.what is sns? 2.measures of success 3.16 standards...

Standards & Satisfaction basics

Agenda

1.What is SnS? 2.Measures of success3.16 Standards 4.Firefighting 5.ICB & NCB6.NPS7.Exchange Program Polices8.LC activities to manage

SnS

1. What is SnS

If we are not meeting our standards, then we are not delivering our

leadership development promise

What is SnS? Quality

Standard &

Satisfaction

We don`t use word ‘Quality’ anymore, instead we use ‘Standards and

Satisfaction’.

WHY?1. Word “Quality” is not measurable.

2. People has different perceptions of this word.

For example: for someone quality is living in 5 stars hotel and for someone is to have just a place to sleep at night.

WHY HOW

WHAT

Golden Circle

Result

Once we implement 16 Standards and Team minimum in all 4 our programs (GCDP, GIP, TMP, TLP) we can ensure that we are developing

LEADERSwho are world citizen, self aware, able to empower others and solution oriented.

2. Measures of success

MoS of SnS

To measure Standard and Satisfaction delivery we have NPS system that is the main measure of success.

In same time there are other different indicators that can measure our success, such as response rate, open cases situation, standards implementation rate.

Max 15% Detractors

63%+ Promoters

48 NPS

40 %+ Response

rate (RR)

Max 48 hrscase follow up

0 open case

100%Standards

implementation

3. 16 Standards

16 Standards

16 Standards – list of

minimum criteria that needs to

be fulfilled in exchange

program.

Team Minimum – document

that provides minimum

standards for the team

experience.

Logistics

Job

Living

4. Firefighting

Support and communication channels

1. EP/TN manager

2. LCVP or LCP USA/Abroad

3. National Control Board USAnationalcontrolboard@aiesecus.org

4. Internal Control Boardicb@ai.aiesec.org

Firefighting – responding

unsatisfied customers and solving

the issues they have.

Open case – complain received

from EP and not being followed up.

Case in progress – complain

received and needed people have

been contacted to resolve it.

Closed case – problem is solved.

Levels of communication during case solving.

Note! Do not skip levels. Contact people from next stage

only in case you are not able to solve problem with

previous contacted group.

5. ICB & NCB

Chair

Case Solvin

gComm Consul

tancy ECB Audit

ICB Structure

NCB (National Control Board) – national body

responsible for XPP and national quality

regulations principles co-creation, education,

implementation; quality management of exchange

program; last decision making body on national

level towards exchange process regulations.

ICB (Internal Control Board) – final body in

international level to provide consultancy and case

solution based on XPP (Exchange Program Polices).

ICB & NCB

5. NPS

Net Promoter Score

NPS (Net Promoter Score) -  is a management tool

that shows the loyalty of a firm's customer relationships

(measured from-100 to 100).

Calculated as: NPS = % promoters - % detractors.

NPS survey – feedback form for customer

TMP/TLP/GCDP/GIP experience.

Promoters (score 9-10) are loyal enthusiasts who will

keep buying and refer others.

Passives (score 7-8) are satisfied but unenthusiastic

customers who easily can accept competitive offerings.

Detractors (score 0-6) are unhappy customers who can

damage your brand and decrease growth through

negative word-of-mouth.

RR (Response rate) - % of people that filled NPS survey.

7. Exchange Program Polices

XPP

XPP (Exchange Program Polices) –

international document of exchange

rules and principles that are obligatory to

follow.

Check last version of XPP in:

HERE

8. LC activities to manage SnS

Standards&

Satisfaction48 NPS

Structure

Monthly goal

16 Standards & Team minimum implementation

Firefighting

Response rate

improvement

Evaluation

Define SnS responsible and their clear JD

- Create SnS year plan- Set monthly goal (NPS score + to DOs)

Ensure implementation of the standards in all stages of the customer flow

- Establish easy communication channel & make sure everyone knows and use it - Respond fast

- Run weekly SnS evaluation in EBM- Organize monthly/quarter/ year reviews of NPS score and action steps to improve it

- Ensure all stakeholders knows meaning and timeline of NPS survey - Track EPs to reply - Use refund or discount system- Give EPs who replied certificates of completing the exchange

How to maintain SnS in my LC?

Take into account

Impression of communication

and professionalism

Logistical preparation

process

Complete Phase(after internship)

Ma Phase(before

internship)

Re Phase(during

internship)Organize reception activities

First impression about project and members

Set right expectations

Physical chance to solve the

case

JD alignment evaluation

Support during realization evaluation

Can not be solved

physically

Questions to answer with your team

1. Do you fulfill ALL the standards?

2. At what percentage each of them?

3. How’s been the implementation so far?

4. What is the firefighting procedure in your LC?

5. How do you set expectations with your trainees? EPs?

6. What are your main detractor issues? Why?

7. What are you doing to over come each of them?

Make implementation plan

Top Detractor Issue

Cause Strategy to overcome

Responsible(s): name of person

Imp. Channel

Deadline

1.

2.

3.

For more info, please contact:Adriana Villar A.MCVP oGIPadrianav@aiesecus.org

Rachel MoviusMCVP oGCDPrachelm@aiesecus.org

National Control Board, Chair

nationalcontrolboard@aiesecus.org

Internal Control Boardicb@ai.aiesec.org

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