GCDP Quality Strategy - Communication Issue

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GCDP Quality Strategy - Communication Issue

  1. 1. Communication GCDP Quality Strategy
  2. 2.  Communication is the key to satisfaction  Care for our customer experience is by communicating with them  We promise to deliver a high quality experience and a life changing ones.
  3. 3. Understanding the communication Issue Lack of communication with Hosting Entity No structure in complaints management in LC Slow responses by host entity Capacity of LC in handling complaints
  4. 4. Fire fighting procedure Activities in solving the issue NCB Structure
  5. 5. 1. Fire Fighting Procedure Fire fighting Procedure What? We have a clear structure and processes in how fire fighting works in order to manage complaints from our customers. Who? • Project team member who is responsible for EP delivery • Local Fire fighting team How? • Understanding Fire Fighting Levels • Creating fire fighting standards nationally • Creating fire fighting tools for clear communication from customers.
  6. 6. 1. Fire Fighting Procedure Fire Fighting Levels Step 1 Internal Level Step 2 Local Level Step 3 National Level Step 4 Internation al Level •The intern or the TN organization should inform each other and try to solve an issue privately with them •TN manager or EP manager should supporting this process •If step 1 has been tried and failed, the intern or the TN manager should inform the sending and hosting entity to solve the problem •Responsible Hosting, sending entities’ VPs, EP manager and TN manager should supporting this process •If step 2 has been tried and failed, then TN manager or the EP manager should send request to NCB as well as the MC VP responsible to help solving the case •Hosting, sending entities’ MC, LC and EP/TN manager should supporting this process •If NCB has been tried and failed to close the case, NCB should support to bring the case to ICB
  7. 7. 1. Fire Fighting Procedure Maximum response time: within 48 hours Clear to whom the complaints are escalated to Set duration time in solving the issue (e.g 15 days) Clear KPI in solving the issue (E.g hosting family not providing minimum accommodation, KPI to solve: hosting family contacted, accommodation standards communicated to hosting family) Have a clear communication platform for complaints Clear Structure in MC and LC in fire fighting Suggested Fire Fighting Standards
  8. 8. 1. Fire Fighting Procedure Creating Fire fighting tools using Podio 1. Establishing the platform Simply creating a national firefighting platform through Podio! Example of AIESEC in Colombia!
  9. 9. 1. Fire Fighting Procedure Creating Fire fighting tools using Podio 2. Creating the right form for complaints Content to be included: a. Information of EP (name, EP ID, home entity, email contact, skype ID) b. Information of TN (TN ID, host entity-LC) c. Programme attending currently (GCDP/GIP) d. Key problems (based on self select issue) e. Specific problem explanation
  10. 10. 1. Fire Fighting Procedure Creating Fire fighting tools using Podio 3. Clear Tracking System on fire fighting Content to be included: a. EP information (including CD ID) b. Programme Attending c. Related LC for the case d. Customer Status (Promoter, Passive, Detractor) e. Key problems (based on self select issue) f. Case Status (Open, In progress, Close)
  11. 11. 2. NCB Structure National Control Board Structure What? A body to enhance exchange delivery through Minimum standards, Support in managing exchange cases and Customer Management to ensure a stable exchange growth. How? • Clear Structure (national and local) • Clear role and deliverables
  12. 12. 2. NCB Structure Role of NCB and deliverables Consultation and education to LCs Policy development on quality delivery EP Case Management Structure NCB Chair NCB Member (iGCDP) NCB Member (oGCDP) NCB Member (iGIP) NCB Member (oGIP) Local TL Member (iGCDP) Member (oGCDP) Member (iGIP) Member (oGIP) National Local *suggested based on LC Focus Programme!
  13. 13. Role of MC Hosting Entity Tracking of national fire fighting progress Analysis on fire fighting efficiency in LCs Setting National fire fighting Standards and procedures Education to LCs on standards of fire fighting
  14. 14. Role of LC Hosting Entity Tracking of members who are directly handling complaints Analysis on fire fighting efficiency in LC Communicate to EPs on Complaints communication channgel Follow fire fighting standards on complaints delivery

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