Transcript
Business Intelligence | Process Enhancement:
Converting Data into Action for Growth !!
Rotterdam, 25th-29th November
Want to get 50% more Result Using 50% less resources?
Why BI for Process Enhancement?
To understand what our customer needs
To understand where is room to improve in the way we do
things
To make the right decisions in order to have better process
To make our RA MA RE much faster and better
In order to really create Customer Centric Processes
Did you know?!
Wal-Mart, FedEx, McDonald’s and other companies that compete by providing customers consistent, reliable, and low-cost products and services need to continually improve a wide range of operational processes
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“Without continual growth and progress, such words as improvement, achievement, and success have no meaning.”
Benjamin Franklin .
How to each platform helps you raise faster
CustomerGaugeComets and issues
Manage.Aiesec.org!
OP feedback analysis
So, what do you need to know?
CustomerGaugeComments and
issues
!!
!By analysis your customers
needs you can easily understand which of your
processes you need to improve in order to become
a BIG AIESEC.!!
Important: !
Identify the Key Promoter & Detractor Issues (according to
suggestions to improve by Customers)
!Analysis of the issues will be identified and improve in ELD
program processes
Net Promoter Score: !
- Analyse feedback, key promoter & detractor
issues- Taking actions to
improve the programme product & processes
Step #1!Our customer would like some improvement…
Self Selected Issues
#1 Step
Advanced Options: !
3) Loyalty: Detractors and Promoters 4) Program code: Select the program that you want
5) Status: completed!!
For MC 6) Home Entity: your country
1) Date Range: Select the last quarter that you want analyze (quarterly
do the PD is recommended)
2) Filter by: Survey date
#2 Step #3 Step
Select the top 3 detractors and top 3 promoters issues for level 1 looking to
the % (ALL)
1) For each level 1 issue, you look to the level 2 issues of those level 1 issues
2) Than you have the information that you need and what you need to focus to set
expectations with your EPs
#5 Step #4 Step
Self Selected Issues
Self Selected Issues
See the top level 2 detractors issues and how much it is contributing to the NPS Score (+/-)
This information helps you to define a focus and also set your goals for process improvement
#5 Step
#9 Step
See the top level 1 detractors issues and how much it is contributing to the NPS
ScoreThis information helps you to define a
focus and also set your goals for process improvement
Comments
#1 Step
1) Use the self selected issue analyses made in the previous slide
2) Click on comments of the top 3 issues of level 1 and level 2 and you will get better information about each issue
Self Selected Issues
See the top level 2 detractors issues and how much it is contributing to the NPS Score (+/-)
This information helps you to define a focus and also set your goals for process improvement
#9 Step
#10 Step
See the top level 1 detractors issues and how much it is contributing to the NPS
ScoreThis information helps you to define a
focus and also set your goals for process improvement
!!
!Understand who are your costumer and where do
they want to go and what kind of opportunities they
want will let make the right plans in order to
growth like never before !!
Manage.aiesec.org!
OP feedback analysis
Analytics tab
Through this tab, you can understand what your
customers are searching for. !You can judge whether your
marketing campaign has attracted the students that
can be matched.
What are our Applicants telling us?
Listen your Market:!
In the OP tab you can check what kind of
Opportunities your Eps
would like to see in the network.
Attract
Tools for Product Enhancement
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Self-selected Issues
Check the score issue by issue What suggestions are our customer giving to us?
What can we do to improve it?
Ensure that our new processes are better
Check which opportunities our market is looking for
Are we providing the opportunities our market wants?
Is there any need to change our promotion process or shall we get
our matching process?
Comments OP Feedback
What needs to change in order to improve?
What I’m going to do to enhance the process?
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Who? VPs OGX, VP ICX
When? Should check this info at least once a week
LC implementation: Make reports of the performance of the network and tell your LC what is their role in order to improve it.
“Information is an AIESECers most powerful tool”
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