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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)