Quality report q3 q4

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Quality report q3 q4

  1. 1. MARCH 3, 2014 AIESEC IN POLAND MCVP OPERATIONS Report MC Spark ! QUALITY MANAGEMENT NATIONAL CONTROL BOARD 13-14 ANALYSIS FOR MC AND LC COMMENTS AND SUGGESTIONS QUALITY MANAGEMENT REPORT 2013-14 Q3/Q4 AND Q1 Operations: New Product Development through Customer Feedback ! In our Global Internship Programme what was notices by the 1st semester of the term Q3 and Q4 2013 plus January and February 2014 (as Q1 is not finished) the main ideas concerning issues, comments and National Control Board advice will be shown below as it follows: It will be divided by GIP, GCDP and TMP/TLP (this last two if we find responses) according to CustomerGauge. Global goal for NPS is 48. !1
  2. 2. MARCH 3, 2014 AIESEC IN POLAND The main idea to have an overview of this 3 points is to make LCs and MCVPs aware of the opportunity to capture ideas for Product Development (PD). New product development (NPD) is the complete process of bringing a new product to market. A product is a set of benefits offered for exchange and can be tangible (that is, something physical you can touch) or intangible (like a service, experience, or belief). There are two parallel paths involved in the NPD process: one involves the idea generation, product design and detail engineering; the other involves market research and marketing analysis. Companies typically see new product development as the first stage in generating and commercializing new product within the overall strategic process of product life cycle management used to maintain or grow their market share. In our business, in this case, AIESEC product aims to improve processes, servicing and the quality of Experiences among our membership and in the delivery of exchange programmes. MCVP OPERATIONS National Control Board NCB exists to manage quality and education of LCs nationally Issues from comments by programme (1st semester and Q1 analysis) ! For GIP (Global Talents is the National brand). Regarding the implementation of GT as a brand, AIESEC in Poland tend to grow, since now is able to offer a more dynamic and optimised product to TN Takers and Students. Our main goal with the implementation was specially becoming more popular and relevant in the Polish market. For that, MCVPs GIP decided their focuses for the term, which are more under Teaching, IT, Marketing and Business. Our main goal and benefits with it is connected with the core of the GIP programme: Professional and personal development, Cross Cultural working experience, AIESEC support during the whole experience. All of our sub-products have the main essence to involve people from different countries to place Polish culture and talents in the international market, showcasing its greatness. With that in mind, now we can see what were the main issues brought by EPs (that went abroad) and Interns (that came to Poland). ! Member Committee of AIESEC in Poland together with its NCB aim to create a Customer Experience Management Programme to provide more and better experiences, becoming a Customer Centric Organisation, through shaping culture, incentives, reports and operational trainings. !2
  3. 3. MARCH 3, 2014 AIESEC IN POLAND MCVP OPERATIONS GIP ICX: Issues: AIESEC’s support during the experience; Professional development; Professional working environment; Supervision and learning development plan; Support by host entity during the experience. GIP OGX: Issues: Support of AIESEC during the experience; Professional Development; Professional working environment; Role and responsibilities not clear; Support of hosting entity. ! For GCDPs, specially in OGX side, Global Citizen is the national brand, with some exceptions in ICX side. Through different issue segmentation we can understand exactly what participants are looking for, with that we can improve the experiences we deliver, showcasing the proper impact of GCDP through connect our organisation with the external environment. ! ICX: Issues: AIESEC’ support during the experience; Cross-cultural understanding & GCDP awareness; Opportunity to create positive societal impact. ! OGX: Issues: AIESEC support during experience; Opportunity to create positive societal GCDP impact; Support by host entity during the experience; Visible impact of the project/organisation. ! suggestion for Product Development in both GCDPs connected to the strategies we current The have are already in the way to be implemented, which are: LEAD for EP and for Intern. Also, connected in ICX is the refreshment of National Products which are not under Global Citizen brand and also the Issue Segmentation, which can be check under the results from past quarters in terms of realisations, to check if there is new demand for new products, specially in OGX side when EPs sign up for our OGX programmes, that way we can foresee if a new issue is needed and where we can partner with. ! Together with that, we can use the global platform under the marketplace to check new partners, independent of the region. ! For Talent Management (for TMP we have launched the Future Leaders Brand. For TLP we don’t have an external approach with a brand) we saw that everything under quality management should be put in 1st moment the membership, since they are the ones running this strategy in local level, translated by MC to EBs. With a general idea, bringing focus and then customising we can see what to improve in TMP and TLP. TMP: Issues: Personal and professional development; A practical team experience; Working for a team purpose; Defined learning objectives. Finalising the idea of this 1st report from Operations side is more to understand where we can focus our new product development ideas, and not only concerned to the current term, but to take into consideration the analysis for the upcoming EB terms and MC terms, specially in transition, where during swot analysis MC elects can check in what to focus, to decide where to make the drivers for the new team and the direction of AIESEC in Poland. ! check reports about GIP, GCDP and every single home/host entities in details, with the scores, To issues, comments and National Control Board advices, please refer to this link: http:// www.myaiesec.net/content/viewwiki.do?contentid=10263249 ! other one, is the Customer Experience Management wiki: http://www.myaiesec.net/content/ The viewwiki.do?contentid=10269910 ! will update the new reports with Q1 by the beginning of April. We ! Matheus Koerich MCVP Operations 13-14 !3

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