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2013 Q1 Quality ReportQuality Report of AIESEC in Colombia
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NPS
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Notice
As the contract with the company stopped in the beginning of February, there are only data for Jan. and the first week of Feb.
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National Condition - General
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May JunAverage NPS 60 47 28 57 59 58 40 88
Responses 139 73 68 140 167 202 91 8
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May
60
47
28
57 59 58
40
88
Responses Monthly average
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National Condition –Monthly Average NPS
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
IGIP 25 30 -10 100 29 25 30 0
OGIP -25 29 12 -50 0 22 39 0
IGCDP 64 60 50 25 79 18 31 0
OGCDP 58 44 38 50 40 67 61 0
TLP 68 33 0 76 63 89 0 0
TMP 50 57 50 57 68 65 100 88
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
25 30
-10
100
29 25 30
0
IGIP
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
-25
29
12
-50
0
22
39
0
OGIP
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
64 6050
25
79
1831
0
IGCDP
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
58
4438
5040
6761
0
OGCDP
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
50 57 50 5768 65
10088
TMP
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
68
33
0
7663
89
0 0
TLP
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National Condition – MC term Average NPS
Program average NPS (2012-07-01 to 2013-03-31)
Program Code Response Detractor Passive Promoter NPS Trend
GIP 122 30 37 55 20 Down
GCDP 321 37 87 197 50 Same
TMP 275 21 60 194 63 Up
TLP 171 8 35 128 70 Same
Total 889 96 219 574 54 down
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National Condition – Comment Summary
IGIPPromoter issues
Information Objectives of the program (50%) Program benefits explanation (33%) Exchange participant responsibilities & programme
policies (XPP) (17%) Communication
Communication by the Home LC (25%) Communication by the host organization (25%) Communication by the Host LC (25%) Information about the acceptance process (25%)
VISA Information about the visa process (25%) Information about the exchange conditions (25%) VISA documents processing time (50%)
Detractor issues VISA
Information about the visa process (33%) Information about the exchange conditions (33%) VISA documents processing time (33%)
Integration Integration into the local culture (33%) Integration into the local chapter (67%)
Communication Communication by the Home LC (33%) Communication by the host organization (33%) Communication by the Host LC (33%)
OGIP Promoter issues
Matching Matching process explanation (57%) Matching tools and emails training (29%) Myaiesec.net training (14%)
Information Program benefits explanation (38%) Objectives of the program (25%) Exchange participant responsibilities and
program policies (38%) Induction
Education about the AIESEC experience (50%)
Education about the AIESEC Way (33%) Education about AIESEC’s activities (17%)
Detractor issues Communication
Communication by the Home LC (25%) Communication by the host organization
(25%) Communication by the Host LC (25%) Information about the acceptance process
(25%)
Improvement!!
Matching strategies’ effect
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National Condition – Monthly Comment Summary
IGCDP Promoter issues
VISA Information about the visa process (33%) Information about the exchange conditions (33%) VISA documents processing time (33%)
Integration Integration into the local chapter (50%) Integration into the local culture (50%)
Culture Preparation Cultural preparation meeting or event (50%) Resource/contact sharing for cultural preparation (50%)
Cross Cultural Living diverse cultures and having a multi-cultural
experience (57%) Cross-cultural working experience (29%) Awareness about local culture (14%)
Detractor issues Communication
Communication by the host LC (40%) Communication by the home LC (40%) Information about the acceptance process (20%)
Job description Job-description aligned with the TN form (50%) Job description clarity (50%)
Matching MyAIESEC.net training (40%) Matching process explanation (40%) Matching tools and emails training (20%)
OGCDP Promoter issues
Cross cultural Living diverse cultures and having a multi-
culture experience(40%) Cross-culture working experience (40%) Awareness about local culture (20%)
Personal Development Personal goal setting (75%) Personal development plan (25%)
Social Impact Visible impact of the role/responsibility (25%) Visible impact of the project/organization
(75%) Detractor issues
Support Logistic
Accommodation (40%) Pick-up (20%) Introduction to the organization/project (40%)
Integration Integration in to the local chapter (67%) Integration into the local culture(33%)
Improvement!!Mainly hosting entities’ issues
Mainly hosting entities’ issues
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National Condition – Monthly Comment Summary
TLP Top Promoter issues
Experience Working for a team purpose
Activities to become a better leader Clarity on role and contribution to AIESEC’s
ambition Global Network
Collaborative learning environment (100%) Skill development
Education about the role Overall development
Top Detractor issues Skill development
Education about the role Activities to become a better leader
Connection to the external world Clarity on role and contribution to AIESEC’s
ambition (each issue has 1 answer)
TMP
Top Promoter issues Overall Development
Defined learning objectives Skill Development
Education about the role Global Network
Collaborative learning environment Experience
Collaborative learning environment Working for a team purpose
Top Detractor issues Activities to become a better leader
Clarity on role and contribution to AIESEC's ambition
Connection to the external world Global Network
Collaborative learning environment
As the new semester begin, there are no new survey sent out to team programs. So the results are very limited.
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Sub-Conclusion
Incoming Programs improve a lot in VISA process.
Both GIP are providing enough and good information.
Both GCDP are providing satisfying culture related service.
Communication is still the main detracting issues for both hosting and home entities.
Team programs will not receive a lot of responses as the surveys only send out once per semester.
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Firefighting
IGCDP OGCDP IGIP OGIP TLP TMP
Open case left 34 36 23 19 112 104
In process cases 30 8 8 5 9 6
Close case total 59 81 30 27 99 90
Promoter collected 18 40 14 12 57 29
Detractor & Passive collected
18 7 7 5 1 1
Firefighting rate (closed/request)
48% 65% 49% 53% 45% 45%
Case collection rate (collected/ closed)
61% 58% 70% 63% 59% 33%
LCs are now doing the firefighting and more cases are collected. However, as I didn’t check each case collection’s quality, not sure if all
these 200+ cases are really the report after contacting the EPs.
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LC Name Last Login Login times
Quarterly Av. NPS
NPS Trend since July 2012
Responses % since July 2012
All open case since 12-01-01 All closed case Case collected TN Taker survey
collected
Andes 12/03/2013 26 30 up 22% 25 47 17 0
Bucaramanga 01/04/2013 65 100 up 22% 0 26 3 1
Cali 01/04/2013 22 50 up 27% 6 37 19 0
Cartagena 31/03/2013 33 50 up 21% 15 10 6 0
EAFIT 01/04/2013 39 67 up 19% 29 52 1 0
EAN 23/02/2013 Service not available, until the local committee start using NPS system
ECI 02/04/2013 24 -50 down 27% 24 2 1 0
EIA 29/03/2013 36 33 up 27% 41 7 1 0
Javeriana 02/04/2013 64 63 up 20% 39 39 20 0
Manizales 22/03/2013 38 100 up 25% 22 23 3 9
Pereira 21/03/2013 18 100 up 22% 23 2 0 0
Rosario 04/01/2013 Service not available, until the local committee start using NPS system
Santa Marta 28/03/2013 11 75 up 16% 24 3 0 0
Tolima 02/04/2013 18 100 up 18% 3 22 23 0
Uniatlantico 02/04/2013 46 -50 down 23% 0 18 0 0
Uninorte 02/04/2013 124 23 down 22% 2 90 121 0
Valledupar 30/03/2013 31 50 up 19% 10 11 2 0
Local Condition
Need to check the uploaded cases
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ICX TN Taker feedback
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National ConditionProgramme
Code Response Detractor Passive Promoter NPS Growth
GIP 3 2 0 1 -33 N/A
GCDP 8 0 2 6 75 N/A
Total 11 2 2 7 45 N/A
Very satisfied Satisfied Medium Disappointed Very Disappointed
IGCDPAIESEC Service 2 6 0 0 0
Trainee 4 2 1 1 0
IGIPAIESEC Service 0 0 3 0 0
Trainee 2 1 0 0 0
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National Condition - IGIP
Promoter issues AIESEC
Provide VISA (25%) Cultural Preparation for
trainee (25%) Reasonable Price(25%)
Trainee Different perspectives and
ideas (43%) Professional Knowledge
(29%)
Detractor issues AIESEC
Professional working style (33%) Find profiles indicated and
qualified for the position (22%) Communication efficiency within
the company, AIESEC and trainees (22%)
Trainee Provide a multicultural
environment (33%) Improve English among other
employees (33%) Development of competitiveness
in business (33%)
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National Condition - IGCDP
Promoter issues AIESEC
Reasonable price (26%) Communication efficiency
within the company, AIESEC and trainees (23%)
Professional working style (19%)
Trainee Different perspectives and
ideas (30%) Development of
competitiveness in business (26%)
Professional Knowledge (17%)
Detractor issues AIESEC
Find profiles indicated and qualified for the position (54%)
Cultural Preparation for trainee (23%)
Professional working style (15%)
Trainee Provide a multicultural
environment (31%) Professional Knowledge (23%) Improve English among other
employees (23%)
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Sub-Conclusion
Don’t have enough data to come to a representative conclusion yet.
Based on what we have now,
IGIP TN takers’ satisfaction are strongly affected by AIESEC service
Generally, TN takers think AIESEC should improve the professional
working style and the matching process (finding right talent).
Price is the key element for TN taker satisfaction for the product
Trainees brought different perspective and ideas to the TN taker, but
not helping providing a multicultural environment in the organization
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LC Name Needed Received % of completion NPS
Andes 0 0
Bucaramanga 1 100
Cali 0 0
Cartagena 0 0
EAFIT 0 0
EAN Service not available, until the local committee start using NPS system
ECI 0 0
EIA 0 0
Javeriana 0 0
Manizales 9 44
Pereira 0 0
Rosario Service not available, until the local committee start using NPS system
Santa Marta 0 0
Tolima 0 0
Uninorte 0 0
Uniatlantico 0 0
Valledupar 0 0
MC 1 0
Local Condition
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NCB
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National Condition
Consultant
N/A
Cases report
N/A
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Conclusion LCs are now using the quality measurement tool, however, need
to check the efficiency and quality of the usage
Generally speaking, GCDP programs’ satisfaction rate are higher than GIP programs. Detail reasons need to be looked in carefully.
Effective communication is the generally issues for all programs and both Trainee and TN taker sides
For the TN taker survey, we still don’t have enough data to come to a representative conclusion yet. However based on the current data we have, we see that TN takers’ and Trainees’ satisfaction are coming from different perspectives so far didn’t see strong connections. (eg. Culture preparation)
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