2. WHY NEED KPIS
Measurement of success for the local quality
manager and to guidance for him/her to work daily
Things that the whole EB team especially LCP to
track to ensure the quality
Give clear instructions for the local program
responsible to know how to ensure the quality and
customer satisfaction
3. KPIS
• NPS
• % of responses for NPS
• % of closed cases in firefighting in NPS
• Increase in NPS average score
• Could be compared monthly or according to the local
need to set the duration to calculate the increase in the
score
• # of detractor cases handled
• # of promoter cases collected
• ICX Feedback system (http://podio.com/webforms/2695879/198975)
• % of feedback received
• For example: 100% of all the feedback collected from the
TN that completed in this month by the end of the
month
• Increase in average score
• NCB
• # of cases request (less is better )
4. POSSIBLE WEEKLY OR MONTHLY TASK FOR
LOCAL QUALITY MANAGER
• NPS
• Check NPS at least once a week
• Do firefighting (Close case in system) and record case detail in
Podio space (quality management)
• Generate strategies for feedback collections
• ICX feedback collection
• Generate strategies for feedback collections
• Give feedback to ICX people with TN Taker comments
• NCB
• Local bad case solving
• If locally can’t handle, supporting related stakeholder to hand in
case to NCB and supporting the whole process of case solving
• Do quality report (weekly or monthly, based on local need)
• Give general ideas about each program’s quality
• Give improvement inputs based on analysis
• Show the feedback and comments
5. LET’S START TO TAKE CARE OF
OUR QUALITY FROM
GETTING FEEDBACK!!!
If you have any question, please contact:
Janet Zeng
||MC VP Operations & Innovation
||janet.zeng@aiesec.net