CEM Fire-fighting

The WHY of fire-fighting

1.Possibility of fast reaction

2.Better communication channel for our

customers

3.Effective problem solving

4.Increase in quality of services provided to our

customers

5.Showing that AIESEC cares about the

experiences it delivers

The general fire-fighting process

A case is open

Home entity gets in touch with the EP in 48 hours

Action plan/ steps to address EP needs

Change status from “Open” to “In Progress”

Can it be solved by the Home

entity?

Home entity implements the action plan to address the EP

need

Is the case solved?

Home entity gets in touch with the Host

entity to implement the action plan to address

the EP need

Is the case

solved?

Change status to “Closed”

No

Yes

Yes

No

No

Yes

If your LC is the Home Entity

Contact the EP and let him know about your awareness of the problem or ask

for details

The problem can be solved by the Home Entity

Inform the hosting entity (if it’s involved in the case) about the action steps you are willing to

take.

Contact the Host entity and establish the problem solving

action steps

Establish final responsible and track the process of problem

solving.

Track the progress of the process and make sure the Hosting entity

is involved actively.

Close case

once the problem is solved

The problem needs to be solved by the Host Entity

If your LC is the Host Entity

Contact the Home entity (if they have not contacted you)

Decide which entity will contact the EP (depending on which entity is responsible for the problem)

The problem is generated by Home Entity

The problem is generated by Host Entity

Set up a timeline for solving the problem and track the action

steps.

Set up a main responsible in your entity and track the progress.

Close case

once the problem is solved

Local Fire-fightingSuccess factors for fire-fighting

1. Home entity is held accountable for managing the cases.

2. Contact the EP within 48 hours from the moment the case is

open.

3. Ensure there's always a person/team responsible for cases.

4. Connect exchange delivery structure with fire-fighting structure.

5. Have a clear communication map with EPs and host entities.

6. The fact that home entity is responsible doesn't release the host

entity from its duties in fire-fighting.

Remember, we are CO-DELIVERING an experience!

To keep in mind

Case open: Automatically done by the system after an EP asks for support;

Case In Progress: EP contacted, problem identified, action steps set. This status remains during the execution of the action plan/steps;

Case Closed: EP issue or need has been solved or doesn't exists anymore;

The status are managed and changed by the home entity/

Fire – fighting To Do’s

Education1. Provide operational and system training to ensure fire-fighting is

running smoothly;

2. Ensure the understanding of VPs Exchange about fire-fighting procedures;

Analysis3. To de done on a monthly basis;

4. Are we decreasing or increasing the number of open cases? Why? Take action!

5. Are the cases open around the same issue/complaint? Input for process improvement and product development!

Fire – fighting To Do’s

Tracking1. To be done on a weekly basis;

2. Check how VPs are following up on open cases and take action;

Setting local processes or procedures for fire-fighting3. Create your own local standards for fire-fighting;

4. Create policies that ensure fire-fighting practices are followed.

Fire – fighting To Do’s

PoliciesProblem Home LC actions Host LC actions

CULTURAL SHOCK

preparation in advance regular contact

ONGOING

leisure activities, involvement in the life of the LC

ONGOING

ACCOMMODATION PROBLEMS

check TN form regularly and make sure the EP knows in advance about the conditions

check how responsible is the host LC gain information from previous EPs at the same

organisation 3-5 DAYS

provide accomodation solve quality issues send pictures in advance about the

accommodation so the EP can be prepared

 

HEALTH PROBLEMS

inform the EP in advance about the insurance requirements

contact his/her family, relatives

 

 

3-5 DAYS

help to arrange insurance take the EP to the organisations that

accept the insurance notify the TN taker and the home LC

ORGANISATIONAL PROBLEMS

(DISORGANIZED OC, MISSING PROPER SALARY, MISSING

BUDDY)

clarify the TN requirements in advance clear expectation setting be sure you are providing your EP quality XP provide an EP BUDDY – training is needed

ONGOING CHECKING

contact the TN taker, arrange common meeting with the trainee and the representative

be aware of certain problems provide an EP BUDDY – training is

needed 

CONFLICTS WITH THE CONTACT PERSON

ask him/her to request for a new EP manager contact regularly with the EP contact the host LC and ask them to keep in touch with

my EP regularly

1 WEEK

change the contact person training for TN managers to be good

trainee buddies

LEGAL DIFFICULTIES (VISA, POLICE, ETC..)

notify the EP to keep in mind the DDLs in advance prepare with the proper documents for travelling call home embassay, gain help from the EP manager help to gain the info about all the lagalities, CY, CYs law

(GIP)

2 WEEKS-MONTH

-provide neccessary documents/information about visa, labour law, …

-translate

Task no. 1:

Create a model of fire-fighting for your LC1. Establish the process of dealing with cases in your LC

2. Set up the flow of communication and division of responsibilities;

3. Set up the frequency of creating analysis and tracking.