Quality Planning

Why quality of experience is important?

“Even though I had a fun time living in Turkey, I did not take away any tangible skills from doing my internship. Furthermore, the local chapter provided NO support during my time there and was incredibly unprofessional.”

“Basically we are doing some promotion for a company. I don't think it's useful to improve the environment. Furthermore, they offered not ideal accommodation and food for us.We paid 150 USD for our accommodation and 300 USD for 45days food even there are only two meals per day and the food were not offered in the weekends.Anyway it's totally different Job-description with they ever mentioned. I'm so disappointed with AIESEC and regret to come by this way.”

“Aiesec team couldnt solve any problem of us. I have a very bad experience with accommodation and with their attitude to us. It didnt make any sense, that just 15 boys are members of the team and they care just about girls. Person, who was responsible for me and my GIP, she didnt answer me, I saw her just one time during the 3 months.”

More experiences we provide, more unfulfilled

experiences occurs.

We always put quality as an “or”

What is the way out?!

By 2015, we ambitioned 38000 GCDP and 17000 GCDP

During IPM, We are ambitious to set

the goal of…

An NPS Score of

___•for both GIP and GCDP by 2015. 12

48

Ambition

Direction

Behavior

Have

Set

Create

Where do I begin?

Previous Quarter Analysis

Understanding Waterfall analysis

Setting Quarter and

monthlyGoal

Defining key detractors

Classifying into

operational stage

Establish Plan

Evaluation and review

Define the 3 key

detractors

Define the impact

towards NPS score

Previous Quarter Analysis

Understanding Waterfall analysis

Setting Quarter and

monthlyGoal

Defining key detractors

Classifying into

operational stage

Establish Plan

Evaluation and review

Define the 3 key

detractors

Define the impact

towards NPS score

Understanding Waterfall Analysis

Using the Waterfall analysis

Select the data range needed

Choose Programme

Choose the Stage:• Choose Match to assess Raising and matching Activity

• Choose Realise to assess realisation delivery• Choose complete to assess overall experience during

internship

Using the Waterfall analysis

Detractor Issues

Promoter IssuesImpact towards NPS Score

Overall NPS Score

Using the Waterfall analysis

Impact of detractor issue towards NPS Score

Top Detractor Issue:- Choose the issue

which has the highest impact (>1)

- Understand the issue classification. E.g Support (Realise), JD (Realise), Logistic (Realise), Communication (Match), Visa (Match), Integration (Realise)

Click to understand the comments of the detractors

Previous Quarter Analysis

Understanding Waterfall analysis

Setting Quarter and

monthlyGoal

Defining key detractors

Classifying into

operational stage

Establish Plan

Evaluation and review

Define the 3 key

detractors

Define the impact

towards NPS score

NPS Goal for Q2 2014 (GIP)

1. How to set the goal Monthly

• Previous quarter analysis (using the waterfall analysis)– Understand the top detractor within past quarter (from all

stages)– Choose top detractors (high impact towards NPS, >1)– Classify the detractor into operational stage (Match,

Realise, Completed)– Choose top 3 detractors– Set the monthly and quarterly NPS score by adding the

impact of the issue towards NPS based on the classification• Using the Completed stage NPS of previous quarter and monthly

1. How to set the goal Monthly

Previous Quarter Analysis

Defining key

detractors

Classifying into

operational stage

Define the

3 key detractor

s

Define the

impact towards

NPS score

• AIESEC’s Support during experience (-2.5)• Integration by the hosting entity (-2)• Logistical support (-1.6)• Job Description Clarity and Alignment (-1.4)• Communication effectivity during acceptance

procedure (-1.3)• Selection Process (-1.1)• Visa docs and information (-1.1)

Note: Choose the self select issue which has highest impact towards NPS (E.g >1)

1. Define the key detractor issue in Q1 2014

• Using the waterfall report for analysis• Choose timeline 1st Jan – 31st March 2014• Choose Programme• Choose “ALL” as the stage

*using “all” as the stage is to understand the impact of every single issue towards NPS

1. Define the key detractor issue in Q1 2014

Match• Communication (-1.3)• Selection Process

(1.1)• Visa (-1.1)

Realise• AIESEC Support (-2.5)• Integration (-2)• Logistical Support (-

1.6)• Job Description (-1.4)

2. Classifying the issue based on operations stage

3. Top 3 detractors

AIESEC Support (-2.5)

Job Description (-1.4)

Communication (-1.3)

4. Set NPS Goals for q2 2014

Q1 2014 NPS score: 37 (completed stage)

Jan: 33 (completed stage)

Feb: 39 (completed stage)

Mar: 39 (completed stage)

4. Set NPS Goals for q2 2014

• Adding the impact of the detractor towards the completed NPS score from previous quarter

Q2 2014 NPS score: 42

April: 38

May: 44

June: 44

Understanding the goal setting

The Flow

Yearly Goal Setting

Previous Quarter NPS review

Quarter NPS Goal Setting

Monthly NPS Goal Setting

Understanding the goal setting • Ensure the alignment of the yearly NPS goal setting of your

entity– The idea of quarterly setting is to ensure the evolution of NPS

quarter to quarter to reach the yearly NPS goal• The most important element of the goal setting is by

understanding the KEY DETRACTOR ISSUE TO FOCUS!• Based on customer comments, AIESEC Support in completed

stage includes the elements of AIESEC services in Match and Realise stage

Possible Situation in Goal Setting

• If the NPS score of previous quarter is minus, you have to target towards +25 as a minimum zone of NPS

NPS Score negative

• If you don’t have data of customer, adjust to global goal for programmes (will be defined globally per programme)

Not enough customer or

zero customer

• If you don’t have data of customer, adjust to global goal (will be defined globally per programme)

Not enough customer or

zero customer

• either you maintain the score or choose an average score of the programme (will be defined globally per programme)

Score above 90 or 100

with low RR

Possible Situation in Goal Setting

• maintain the score and look at issue from other stages for improvement

Score above 90

or 100 with high

RR• Focus on issues and comments,

create conversations with customer

Small Scale Realisation

(<10)

• Focus on Passive issues customer, find room for improvement.

Zero Detractor

• Look at issues which are connected to your entity role (sending or hosting) for improvement then to deliver top detractor issue, focus on co-delivery process

TOP Issues not connected to your role as

sending/hosting entity

Previous Quarter Analysis

Understanding Waterfall analysis

Setting Quarter and

monthlyGoal

Defining key detractors

Classifying into

operational stage

Establish Plan

Evaluation and review

Define the 3 key

detractors

Define the impact

towards NPS score

How to do Quality Planning?

Simple steps for quality planning

1. Determine and understand 3 top detractors Level 1 issues

a. Understand level 2 issues of the top 3 Detractors

b. Understand the comments of the detractors to get detailed insight

2. Define the key strategies to solve the detractor Issue

3. Define the implementation plan

a. Key Action steps

b. Main responsible

c. Key deadlines

You can follow the toolkit!

Previous Quarter Analysis

Understanding Waterfall analysis

Setting Quarter and

monthlyGoal

Defining key detractors

Classifying into

operational stage

Establish Plan

Evaluation and review

Define the 3 key

detractors

Define the impact

towards NPS score

How to do review and evaluation?

Key AssessmentPercentage of

Detractor Decrease

Understanding the customer

comments

Targeting customer samples

• Understanding the top detractor issue percentage out of all respondent (Promoters, Passive, Detractors)

• Comparison to similar operation cycle (Q2 2014 to Q4 2013)

• Getting detailed insight from the customer comments Promoter, passive Detractors on the issue

• Choosing random customer as a sample of evaluation for the key detractor Issue

• Evaluate based on the strategies implemented and impact towards the customer

What is that we want to achieve?

GIP/GCDP Goals By Summer Peak

NPS Goals for GCDP/GIP By Summer Peak

“ I had a great working experience. The local AIESEC

people have found me a place to live, welcomed me and showed around, invited to various events. The company I worked at is an international one hence I had a contact with many different people which contributed to fast learning and dynamic working environment. Also within company I have been giving a few sessions of trainings and invited to event which allowed to learn about the industry and how business is done. All in all, it was a great opportunity and I am very

lucky I had the opportunity to come to The Netherlands”

“First of all, I used to be afraid of speaking to foreigners and was a bit shy when I had to make friends with strangers, (actually, not that afraid but I hesitated to do it.)

Now, after having an internship, I met many new people. We talked, we laughed and exchanged our culture. As a shy person, I started to learn how a great things will be if I only get rid of this thought. And now I'm so energetic to meet new people and to talk to the strangers.

I've never been this confident in myself. It's because this internship and all the people around me, who show me how much life can be if we just open to the world. Now I just keep developing my personality, my behaviour and my attitude toward life”

Let’s create more

while better experiences