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CEM Fire-fighting
The WHY of fire-fighting
1.Possibility of fast reaction
2.Better communication channel for our
customers
3.Effective problem solving
4.Increase in quality of services provided to our
customers
5.Showing that AIESEC cares about the
experiences it delivers
The general fire-fighting process
A case is open
Home entity gets in touch with the EP in 48 hours
Action plan/ steps to address EP needs
Change status from “Open” to “In Progress”
Can it be solved by the Home
entity?
Home entity implements the action plan to address the EP
need
Is the case solved?
Home entity gets in touch with the Host
entity to implement the action plan to address
the EP need
Is the case
solved?
Change status to “Closed”
No
Yes
Yes
No
No
Yes
If your LC is the Home Entity
Contact the EP and let him know about your awareness of the problem or ask
for details
The problem can be solved by the Home Entity
Inform the hosting entity (if it’s involved in the case) about the action steps you are willing to
take.
Contact the Host entity and establish the problem solving
action steps
Establish final responsible and track the process of problem
solving.
Track the progress of the process and make sure the Hosting entity
is involved actively.
Close case
once the problem is solved
The problem needs to be solved by the Host Entity
If your LC is the Host Entity
Contact the Home entity (if they have not contacted you)
Decide which entity will contact the EP (depending on which entity is responsible for the problem)
The problem is generated by Home Entity
The problem is generated by Host Entity
Set up a timeline for solving the problem and track the action
steps.
Set up a main responsible in your entity and track the progress.
Close case
once the problem is solved
Local Fire-fightingSuccess factors for fire-fighting
1. Home entity is held accountable for managing the cases.
2. Contact the EP within 48 hours from the moment the case is
open.
3. Ensure there's always a person/team responsible for cases.
4. Connect exchange delivery structure with fire-fighting structure.
5. Have a clear communication map with EPs and host entities.
6. The fact that home entity is responsible doesn't release the host
entity from its duties in fire-fighting.
Remember, we are CO-DELIVERING an experience!
To keep in mind
Case open: Automatically done by the system after an EP asks for support;
Case In Progress: EP contacted, problem identified, action steps set. This status remains during the execution of the action plan/steps;
Case Closed: EP issue or need has been solved or doesn't exists anymore;
The status are managed and changed by the home entity/
Fire – fighting To Do’s
Education1. Provide operational and system training to ensure fire-fighting is
running smoothly;
2. Ensure the understanding of VPs Exchange about fire-fighting procedures;
Analysis3. To de done on a monthly basis;
4. Are we decreasing or increasing the number of open cases? Why? Take action!
5. Are the cases open around the same issue/complaint? Input for process improvement and product development!
Fire – fighting To Do’s
Tracking1. To be done on a weekly basis;
2. Check how VPs are following up on open cases and take action;
Setting local processes or procedures for fire-fighting3. Create your own local standards for fire-fighting;
4. Create policies that ensure fire-fighting practices are followed.
Fire – fighting To Do’s
PoliciesProblem Home LC actions Host LC actions
CULTURAL SHOCK
preparation in advance regular contact
ONGOING
leisure activities, involvement in the life of the LC
ONGOING
ACCOMMODATION PROBLEMS
check TN form regularly and make sure the EP knows in advance about the conditions
check how responsible is the host LC gain information from previous EPs at the same
organisation 3-5 DAYS
provide accomodation solve quality issues send pictures in advance about the
accommodation so the EP can be prepared
HEALTH PROBLEMS
inform the EP in advance about the insurance requirements
contact his/her family, relatives
3-5 DAYS
help to arrange insurance take the EP to the organisations that
accept the insurance notify the TN taker and the home LC
ORGANISATIONAL PROBLEMS
(DISORGANIZED OC, MISSING PROPER SALARY, MISSING
BUDDY)
clarify the TN requirements in advance clear expectation setting be sure you are providing your EP quality XP provide an EP BUDDY – training is needed
ONGOING CHECKING
contact the TN taker, arrange common meeting with the trainee and the representative
be aware of certain problems provide an EP BUDDY – training is
needed
CONFLICTS WITH THE CONTACT PERSON
ask him/her to request for a new EP manager contact regularly with the EP contact the host LC and ask them to keep in touch with
my EP regularly
1 WEEK
change the contact person training for TN managers to be good
trainee buddies
LEGAL DIFFICULTIES (VISA, POLICE, ETC..)
notify the EP to keep in mind the DDLs in advance prepare with the proper documents for travelling call home embassay, gain help from the EP manager help to gain the info about all the lagalities, CY, CYs law
(GIP)
2 WEEKS-MONTH
-provide neccessary documents/information about visa, labour law, …
-translate
Task no. 1:
Create a model of fire-fighting for your LC1. Establish the process of dealing with cases in your LC
2. Set up the flow of communication and division of responsibilities;
3. Set up the frequency of creating analysis and tracking.