PROCESS IMPROVEMENT AND PRODUCT INNOVATIONFrom customer feedback!

Analyzing NPS with the right “glasses”

THE VALUE PROPOSITION

Product Development

A 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

A practical team experience

Practical hard and soft skills development

Access to a global network

An entrepreneurial and responsible attitude towards being a better leader

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

A cross-cultural living and working experience

Activities which develop an entrepreneurial and responsible attitude towards being a better leader

Our promise

Our success relies on our ability to deliver those promises

We make this promises because we believe these experiences will turn young people into change agents

EXPERIENCE DELIVERY

Process Improvement

Processes and activities we make to ensure the promise is delivered!

Pick-up

EP preparation

Education

Induction to AIESEC

Re-integration

Visa support

Transition

Personal goal setting

Etc…

Product packaging

NPS on Completed

NPS on Matched and

Realized

Did we deliver the promise?

Are our operations helping us to deliver

the promise?

HOW? - EXPERIENCE DELIVERY

Process Improvement

Analyze Data

Draw conclusions

Create goals and

plans!

1. Customer Gauge• See

comments• See self-

select issues

Talk to EPs / Team members and team leaders

1. What are the customer concerns?

2. How to solve / address customer concerns?

3. What will I focus on?

1. Set goals (% promoters)

2. Set actions, timeline and checkpoints to track progress

3. Have a focus for 3 months and weekly progress check

WHAT YOU WILL READ…

“- not clear/incomplete or contradictory information provided about the program (refund policy for instance)

- lack of coaching at the beginning (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

SELF-SELECT ISSUES

WHAT TO IMPROVE?

Information provided about the GCDP programme

The selection process Induction to AIESECMatching supportCommunication during acceptance procedure

Visa documents and information

Matched

WHAT TO IMPROVE?

Cultural preparationIntegration by the hosting entityLogistical supportJob-description clarity and alignment

Realized

WHAT ACTIONS CAN BE TAKEN?

Structures Procedures

Communication Policies

HOW? – VALUE PROPOSITION

Product Development / Innovation

Analyze Data

Draw conclusions

Create goals and

plans!

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

WHAT YOU WILL READ…

“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

SELF-SELECT ISSUES

WHAT TO IMPROVE?

Personal developmentOpportunity to create positive societal impact* (GCDP)

Cross-cultural understanding & awareness

AIESEC’ support during the experience

Completed

WHAT ACTIONS CAN BE TAKEN?

New JDs / Project focus

Enhance partners role

in the internship

Cultural involvement for interns

Enhance interns

personal development

(GCDP)Enhance interns

professional development

(GIP)

Ensuring positive impact (GCDP)

Challenging professional roles (GIP)