WHY NEED KPIS Measurement of success for the local quality manager and to guidance for him/her to work daily Things that the whole EB team especially LCP to track to ensure the quality Give clear instructions for the local program responsible to know how to ensure the quality and customer satisfaction
KPIS• NPS • % of responses for NPS • % of closed cases in firefighting in NPS • Increase in NPS average score • Could be compared monthly or according to the local need to set the duration to calculate the increase in the score • # of detractor cases handled • # of promoter cases collected• ICX Feedback system (http://podio.com/webforms/2695879/198975) • % of feedback received • For example: 100% of all the feedback collected from the TN that completed in this month by the end of the month • Increase in average score• NCB • # of cases request (less is better )
POSSIBLE WEEKLY OR MONTHLY TASK FOR LOCAL QUALITY MANAGER• NPS • Check NPS at least once a week • Do firefighting (Close case in system) and record case detail in Podio space (quality management) • Generate strategies for feedback collections• ICX feedback collection • Generate strategies for feedback collections • Give feedback to ICX people with TN Taker comments• NCB • Local bad case solving • If locally can’t handle, supporting related stakeholder to hand in case to NCB and supporting the whole process of case solving• Do quality report (weekly or monthly, based on local need) • Give general ideas about each program’s quality • Give improvement inputs based on analysis • Show the feedback and comments
LET’S START TO TAKE CARE OFOUR QUALITY FROMGETTING FEEDBACK!!!If you have any question, please contact:Janet Zeng||MC VP Operations & Innovationemail@example.com
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