1. The organization aims to improve communication with customers to enhance satisfaction. Complaints management lacks structure and response is slow. 2. A firefighting procedure is outlined with clear roles and escalation processes to resolve issues within 48 hours. Firefighting levels and tools using Podio are described to standardize the process. 3. The document proposes a National Control Board structure with roles to develop quality policies, manage cases, and provide support to local chapters to ensure stable program growth. Responsibilities of the national and local boards in tracking firefighting progress and enforcing standards are defined.

1. Communication
GCDP Quality Strategy

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. 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. Fire fighting
procedure
Activities in solving the issue
NCB Structure

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. 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. 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. 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. 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. 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. 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. 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. 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. 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