Post on 09-Dec-2014
description
Session’s objectives
All members see the importance of ensuring quality while increasing quantity
Delegates know the main strategies in CLO and CLS for the summer peak
Delegates apply the action steps for quality improvement immediately after the conference
I did get selected for Dicentral inVietnam, the company first decided toissue me the WP, then it backed off andnow I am left nowhere. Even AIESECwas not that helpful.
My internship was nothing more thanbeing made to either do jobs whichno one else wanted to do- I reallydon't wish it to anyone. I am very gladthis experience is finished, I didn't notlearn anything.
First of all we were misleadcompletely as to the jobdescription of the internship.There needs to be much morecommunication between theaiesec leaders and members. Wedid not receive enough supportfrom aiesec here in Vietnam, andthe organization andcommunication skills wereextremely poor.
I feel quite disappointedabout the LC that Iexchanged. They workedreally unprofessional, no plan,no clear description, nodirection about everything. Ihave to say that they didn'tcare too much about us, theyjust give excuses toeverything they can't do.
QUALITY QUANTITY
QUALITY QUANTITY
12
Power of Repeat Customers & Word of Mouth
2000A 2001A 2002A 2003A 2004A 2005A 2006A 2007A 2008F
Gross Sales 1.6 8.6 32 70 184 370 597 850 1,000
$0
$200
$400
$600
$800
$1,000
$1,200
Gro
ss S
ale
s ($ in
Ms)
Clarity of Why
https://www.cg-express.com/
Why becoming customer centric org?
Our MoS: NPS = %Promoters - % Detractors
1 2 3 4 5 6 7 8 9 10
DetractorsPromoters
Passive
Clarity of WhyOur ability to respond rapidly and effectively to customers in need.
Net Promoter
Score
Fire-Fighting:
Cases closed/ Cases open
How “engaged” are our customers
with AIESEC?
Response Rate
How good are we at creating
powerful experiences?
% of Promoters
In the second part…QUALITY CONTROL
Cases discussion and analysis
Outcome:
-Aware of possible factors affecting our service
-Aware of the MoS – Quality Standard as solutions
-Aware of current strategies and future direction
Case Discussion 1Grouping (2 mins): Divide yourselves into Exchange Programs
Task: Identify Promoters and Detractors Reasons based on given Feedbacks
Here comes the TOPDetractors!
AIESEC’s support during the experience
Opportunity to create positive societal
impact
Personal development
Personal Development planPersonal Goal setting
LogisticPick upAccommodationIntroduction to the org/project
oGCDP & oGIP
JDJD clarity
JD aligned with the TN
iGCDP
1. AIESEC’ support during the experience
2. Opportunity to create positive societal
impact
3. Personal development
4. Cross-cultural understanding &
awareness
iGIP
Communication
Communication effectiveness
during acceptance procedure
Communication by the Host LCProfessional Working Environment
Professional working environment
Role eand responsibilities within
the organisation
Promoters THUMB UP for…
WE HAVE SEEN THE PROBLEMS, NOW WHAT?
CHALLENGES!
QUALITY STANDARD
• Where are my Groups?
• Case Discussion 2! OUR SERVICE – OUR SOLUTIONS+Define which problem belongs to which factor. +Define your factor is in which process: Ma/Re? Where does your responsibility lie?+Any solutions?
Where are you now?
What are standards? – Minimum measures/terms/norms that are expected to be there.
It represents the details of the minimums of the experience
we want to deliver
Basic & important that is without it, it would be unacceptable to run the program without.
Let’s hear your MC’s voice! <3 CEM Initiatives
TOP 2 ISSUES in OGX
TOP 3 ISSUES in iGCDP
TOP ISSUES in iGIP
Yay! Almost there!Post conference Follow Up: actions to ensure quality & meeting standard.
Give me your thumb!