1. EP MANAGEMENT
SYSTEM
Real management of our customers relations!

2.  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 having
from 1 to 6 max Eps at the same time.
What’s EPMS?

3.  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.
What’s the EPM role?

4.  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.
EP follow up

5.  The first meeting is a check up one: JD
alignment, living conditions, project
induction, culture shock, home
sickness..etc.
 Share advices to benefit the best from the
GCDP.
 Fill the checklist Tracker #1
Online meeting #1

6.  The second meeting is a reflective one:
learning points of the EP, Leadership
experience, inner and outer journey
checking..etc.
 This second meeting can be done
gathering all EPs of the same EPM in one
call (yet, time differences should be taken
into consideration.
 Fill the checklist Tracker #2
Online meeting #2

7.  It’s important to have the contact list of TN
managers your EPs were realized with
(especially the EPM).
 Difficulties happen, the most important thing
is to show your support to the EP.
 Keep a professional attitude while
approaching the TN manager for any issue.
 Read the XPP to have proves in your
approach.
 Raise a national case if the TNs are not
responding.
EP complaints management