CommunicationGCDP Quality Strategy

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.

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

Fire fighting procedure

Activities in solving the issue

NCB Structure

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.

1. Fire Fighting ProcedureFire Fighting Levels

Step 1Internal

Level

Step 2Local

Level

Step 3National

Level

Step 4Internation

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

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

1. Fire Fighting ProcedureCreating Fire fighting tools using Podio1. Establishing the platform

Simply creating a national firefighting platform through Podio!

Example of AIESEC in Colombia!

1. Fire Fighting ProcedureCreating Fire fighting tools using Podio2. 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

1. Fire Fighting ProcedureCreating Fire fighting tools using Podio3. Clear Tracking System on fire fighting

Content to be included:a. EP information (including CD ID)b. Programme Attendingc. Related LC for the cased. Customer Status (Promoter, Passive,

Detractor)e. Key problems (based on self select

issue)f. Case Status (Open, In progress,

Close)

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

2. NCB StructureRole of NCB and deliverablesConsultation 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!

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

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

channgelFollow fire

fighting standards

on complaints

delivery