1. Role of MC in
ensuring TM
drives quality

2. MCVP TM and MCVP
Exchange ensure LCs
are planning talent
for Quality delivery
and have the right
structure, JD and
KPI
Connect this to
implementation and
tracking of the Team
Minimums

3. Downs
cale
Partner
ships
 Ensure all GIP and GCDP teams are completely on top of Expectations and internship
details along with entity partner
 Downscale Information about quality from the entity partner
 With specific LCs that are delivering to specific partnerships, involve LCVPs in skype
calls with entity partner LCVPs as well to ensure smooth communication
IT IS NOT ENOUGH TO ONLY DOWNSCALE THE GOAL!!

4. Intens
e
Educa
tion

5. “
Does EVERY team member and
team leader know HOW to use NPS?

6. “
Does every LC know which LC in which
country/entity they should match with
and what kind of expectation setting to
do with them?

7. Go through L&D
content to know
exactly what
education MC can
deliver to ensure
quality experience
delivery

8. NPS
downscalin
g to LCs
• As MC, ensure the LCs know the key detractor
issues that you need to eliminate and how to
eliminate these issues
• Ensure LCs are firefighting within 48 hours
• Ensure you are TRACKING and MEASURING
every LC on NPS on a weekly basis
• Every teams KPI is % of Promoters/Total
Realizations and the MC is tracking this also along
with the % of a particular detractor issue
decreasing

9. Timeli
ne.
Start
now!

10. May 1-
15:
• Ensure every LC has
capacity (Depending on
it focus programme and
realization volume) to
delivery quality XPs
• Check JD and KPI of
teams
May 15-
30:
• If low capacity then start
recruiting/reallocating
members to ensure there
are people assigned to it
• In this period design
education cycle and start
implementing

11. June:
• Implement education
cycle with LCs
• Ensure capacity creation
for off peak teams in GIP
and GCDP
July:
• Ensure LCs are delivering
to Eps, R&R for LCs with
good delivery
• Track NPS Usage of LCs
• Continue education and
messaging around quality
XPs leading to growth