KPIs for quality management
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KPIs for quality management

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KPIs for quality management KPIs for quality management Presentation Transcript

  • KPIS FOR QUALITYMANAGEMENT
  • 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 & Innovation||janet.zeng@aiesec.net