EP MANAGEMENT SYSTEM

Real management of our customers relations!

What’s EPMS?

An EP manager is a member that supports an EP from the day he is raised until the day he is reintegrated.

An EP manager needs to be aware about the GCDP program, its value propostion and its process to support the EP.

An EP manager needs to be patient and friendly.

Efficiency : An EP manager can be havingfrom 1 to 6 max Eps at the same time.

What’s the EPM role?

To deliver expectation setting for the EP; To prepare the EP for TN interviews; To prepare the EP for the realization; Explain and respect the XPP to the EP. To follow up on the EP satisfaction both in

home/host country; To guarantee a good delivery and fast

response to any necessary Fire Fighting; To suggest process improvement based on

customer feedbacks.

EP follow up

EP follow up needs to happen by the EP manager of every EP.

EP follow up consist of:◦ Supporting the EP throughout the whole GCDP process.

◦ Holding 1 to 2 online meetings during the EP realization.

◦ Collect feedbacks from the TN manager and the EP about the project delivery.

Online meeting #1

The first meeting is a check up one: JD alignment, living conditions, projectinduction, culture shock, home sickness..etc.

Share advices to benefit the best from the GCDP.

Fill the checklist Tracker #1

Online meeting #2

The second meeting is a reflective one: learning points of the EP, Leadership experience, inner and outer journeychecking..etc.

This second meeting can be donegathering all EPs of the same EPM in one call (yet, time differences should be takeninto consideration.

Fill the checklist Tracker #2

EP complaints management

It’s important to have the contact list of TN managers your EPs were realized with(especially the EPM).

Difficulties happen, the most important thingis to show your support to the EP.

Keep a professional attitude whileapproaching the TN manager for any issue.

Read the XPP to have proves in yourapproach.

Raise a national case if the TNs are not responding.