2. Want to get 50% more
Result Using 50% less
resources?
3. Why BI for Process Enhancement?
To understand what our
customer needs
To make the right decisions in
order to have better process
To understand where is room
to improve in the way we do
things
To make our RA MA RE much
faster and better
In order to really create Customer Centric Processes
4. 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
5. So, what do you need to know?
“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
CustomerGauge
Comets and issues
Manage.Aiesec.org
!
OP feedback
analysis
3
7. Our customer would like some improvement…
!
Step #1!
Important:
!
Net Promoter Score:
- Analyse feedback, key
promoter & detractor
issues
- Taking actions to
improve the programme
product & processes
!
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
8. Self Selected Issues
1) Date Range: Select
the last quarter that you
want analyze (quarterly
do the PD is
recommended)
2) Filter by: Survey date
!
Advanced Options:#2
Step
3) Loyalty: Detractors and Promoters
#1 Step
4) Program code: Select the program that you want
!
!
5) Status: completed
For MC
#3 Step
9. Self Selected Issues
#4 Step
#5 Step
1)
Select the top 3 detractors and top 3
promoters issues for level 1 looking to
the % (ALL)
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
10. Self Selected Issues
#9 Step
#5 Step
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
See the top level 1 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
11. 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
12. Self Selected Issues
#10
Step
#9 Step
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
See the top level 1 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
14. 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.
15. 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.
Attrac
16. Tools for Product Enhancement
Self-selected Issues
Comments
OP Feedback
Check the score issue by issue
What suggestions are our
customer giving to us?
Check which opportunities our
market is looking for
What needs to change in order
to improve?
What I’m going to do to
enhance the process?
What can we do to improve
Are we providing the
opportunities our market wants?
it?
Ensure that our new
processes are better
Is there any need to change our
promotion process or shall we get
our matching process?
5
17. 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.
4
