exchange program policies (xpp) and legal procedures
TRANSCRIPT
Exchange Program Policies (XPP) and legal procedures
Exchange
Program
Policies
Be prepared for…
Involved Parts
• Intern or Exchange Participant (EP) – You• Organization (TN Taker) – The Company that gave you the job• Local Committee (LC) – The AIESEC Committee whom which you run all
your process!!! Is your Sending AIESEC Entity • Hosting AIESEC Entity – The LC that receives you in the intership country• Member Committee (MC) –The biggest representation of AIESEC in your
country.• Sponsor Member or Sponsoring Country – A Member Committee which
is supporting the extension of AIESEC to a new country or territory• AIESEC International (AI) – The biggest representation of AIESEC in the
world.
NET PROMOTER SYSTEM
How do we use Net Promoter System in AIESEC?
• We created a Customer Experience Manangement (CEM) Programme to provide MORE and BETTER experiences by becoming a Customer Centric Organization.
Objectives
• To establish Customer centricity in my entity by shaping the culture, incentives, reporting and providing operational training
• To increase response rate by applying policies, incentives and other actions.
• To increase the % of promoters by improving my processes for experience delivery and enhanced the value of my internships/team experiences
• To address the needs of my EPs and members by ensuring effective fire-fighting practices
How NPS Works
Email to Customer
Result (Customer Gauge)
Data Analysis
“How likely are you to recommend your experience to a friend or a colleague?”
0 1 2 3 4 5 6 7 8 9 10
Detractors Passive Promoters
NPS = % of promoters - % of detractorsScale: -100 to +100
How NPS Works
Procedure
Quality Cases Solving Steps
• Follow common performance
• Keep a written support
• Be aware of your rights and dutys.
What you must Always do
• Be aware of time in every case and act efficiently.
• Get properly informed
• Collect Evidence
• Find support in Policies
• Be open to negotiation
What NOT to do
• Remain Quiet
• Skip normal procedures
• Being Unprofessional
• Stick to personal judgment
Its up to you
• The quality of the experience is your responsibility.
• We can advice you and support you with info and processes, but you as an AIESECer have the responsibility to guarantee your own quality experience.
Showcasing
Have a nice Experience
Questions
Thank you!