standards and satisfaction in local committee level
DESCRIPTION
Use this ppt to manage customer experience in local level.TRANSCRIPT
Standards & Satisfaction basics
Agenda
1.What is SnS?
2.Measures of success
3.16 Standards
4.Firefighting
5. ICB & NCB
6.NPS
7.Exchange Program Polices
8.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 %+
Responserate
(RR)
Max 48 hrs
case 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 USA
4. Internal Control Board
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 Solving
Comm Consultancy 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 ScoreNPS (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
&
Satisfaction
48 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, [email protected]
Internal Control [email protected]
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