[moc] standards&satisfaction lc year review
DESCRIPTION
In order to review what was done in SnS for a year and make good transition for the next team, please use SnS Final review guidance.TRANSCRIPT
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Standards & Satisfaction
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1
Objectives
Indicators review: -Review goal achievement
-Standards audit
2
Evaluate what was done for
SnS implementation in LC: -SnS strategies
-Detractor issues analyzes
3 Input for next EB
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Indicators review: -Review goal achievement
-Standards audit
1
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S&S Goal
Max 15% Detractors
63%+ Promoters
48 NPS
50 %+ Response
rate (RR)
2*24 hours case follow
up
Minimum Standards
implementation
It doesn`t exist if you can`t measure
it
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- per each program - data can be found in SONA reports
Please, evaluate your LC SnS goal achievement
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Programs name Evaluation
Month Jan Feb March April May June July August Sep Oct Nov Dec NPS
% Promoters % Detractors Response Rate
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Detailed Standards explanation you can find in ECB WIKI:
http://mainlandofchina.wix.com/ecbmoc
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IND goal
AI Standards
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- per each program
Evaluate is the standard implemented or not in program?
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iGIP Standard Yes/No Comment
TN Business license
Contract
Working Hours & Duration
Supervisor/Mentor
Visa education
JD clarity
Standard Y/N Comment
In Progress Health Check & Non-Criminal Report
10 days announcement
Interview feedback
Standard Y/N Comment
Match OGX Induction
Visa
Document check
Pre-arrival call
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iGIP Standard Yes/No Comment
Realized Arrival Pick up
Temporary Residence
Buddy
Accommodation
Incoming preparation meeting & Individual goals First day of work
Integration activities
Standard Y/N Comment
Complete Post-evaluation
Certification
Internship report
Departure support
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iGCDP Standard Y/N Comment
TN Business license
Contract
Working Hours & Duration
Supervisor/Mentor
Visa education
JD clarity
Standard Y/N Comment
In Progress Health Check & Non-Criminal Report
10 days announcement
Interview feedback
Standard Y/N Comment
Match OGX Induction
Visa
Document check
Pre-arrival call
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iGCDP Standard Yes/No Comment
Realized Arrival Pick up
Temporary Residence
Buddy
Accommodation
Incoming preparation meeting & Individual goals
First day of work
Integration activities
Standard Y/N Comment
Complete Post-evaluation
Certification
Internship report
Departure support
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oGCDP/oGIP Standard Yes/No Comment
General Insurance
AIESEC Purpose
Expectation setting
Preparation Home facilitated learning
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Evaluate what was done for
SnS implementation in LC: -SnS strategies
-Detractor issues analyzes
2
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Standards &
Satisfaction 48 NPS
Structure
Monthly goal
Standards education &
Implementation
Firefighting
Response rate improvement
Evaluation
- LC Quality Head (VP Fin elect from Jan) - Quality exchange responsible in each function
How to maintain SnS?
For NPS, Response rate, detractor issues: -Year plan -Monthly goal
- Members education - Standards tracking Key highlights: [TM] Response Rate, XP minimum [X]: JD, support, visa, integration, accommodation *Note: iGCDP, iGIP standards has been released - LC ECB mail
- Respond fast (close case in 2*24 hours)
- Weekly EBM - Monthly/Q/ review
- Refund implementation - EP/Trainee NPS education - Tracking - EP/Trainee Certification
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- for all programs
Write what was done in each strategy of SnS implementation?
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S&S Implementation
Action What was done Suggestion for the next Q Structure
Monthly Goal
Standards education & implementation
Firefighting
Response rate improvement
Evaluation
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DETRACTORS STRATEGY Top Detractor
Issue Cause Strategy Responsible(s) Imp. Channel Deadline
1.
2.
3.
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Input for next EB
3
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What's your function direction in the next half year? how you would suggest LC to understand it very well, esp. during transition season.
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S&S IN MY LC
What Went Well Even Better If 1. … 2. … 3. …
1. … 2. … 3. …
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