standards & satisfaction basics agenda 1.what is sns? 2.measures of success 3.16 standards...
TRANSCRIPT
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 [email protected]
4. Internal Control [email protected]
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 [email protected]
Rachel MoviusMCVP [email protected]
National Control Board, Chair
Internal Control [email protected]
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