Transcript
XPP Training!
What is XPP?
• Exchange Policies and Procedures • Created by AI in Mexico in 2011• Replaced IXPQS• International Exchange Policies and Quality Standards
• Get it on myaiesec.net• Search for “XPP” under Files
Why is it important?• Standardizes the exchange program
internationally• Contains all the legal information regarding
exchange including rights and responsibilities of EPs, TN organizations, hosting LCs, and sending LCs
• Contains ALL information regarding OGX and ICX policies and procedures
What is in it?1. Definitions2. General Policies3. Selection Policies4. Matching Policies5. Acceptance Policies6. Post-Match Policies7. Preparation Policies8. Integration and Reception Policies9. Re-Integration Policies10. Complaint Procedure Policies
What you need to Know:
• EVERYTHING!!!!!!• Please read it!• It is a very useful document. You MUST be aware of:• Your own responsibilities as sending LC• EP responsibilities• Hosting LC responsibilities
1. Definitions
• What is a TN • What is an EP• And other stuff
2. General Policies
• Who is eligible for an AIESEC TN?• Where and for how long is he/she eligible to
go?• Basic responsibilities of LC, EP, and TN
organization• What AIESEC is not liable for• EPs are responsible for knowing the info in
XPP too!
3. Selection Policies• Sending LC must properly inform EP about selection
and educate them on basic AIESEC knowledge• LC is responsible for making sure EP meets all
selection requirements:• Pass a review board (i.e. interview)• Providing required documents• Passing language test• Pay fees• Attend preparation sessions
4. Matching Policies• Sending LC must:
• Provide EP manager + access to database to EP• Provide support and training with my@.net and with
the matching process
• EP/EP Manager should• Not contact TN organization directly• Communicate constantly with sending LC about
matching status
5. Acceptance Policies• Can officially accept a TN via an acceptance
note my@.net or sending AN to the TN manager by email
• Acceptance is valid for 10 days; if EP rejects the TN after being accepted he/she is no longer allowed to search for TNs with AIESEC
• Match is official when both parties sign/exchange ANs
6. Post-Match Policies• This is the longest and most important section• If you don’t read the other sections of XPP,
READ this one!!!• Various circumstances are listed that may
happen to EPs along with policies regarding the situations
Post-Match Policies• EPs should receive all necessary documents for
visa/work permit within 2 weeks of acceptance and all costs connected with these supplementary documents should be paid by hosting LC
• Intern is responsible for applying for visa within 2 weeks of having received documents from host LC
• Intern is responsible for paying for own passport, visa • All of this hold unless both EP and host LC agree
otherwise
When does an Intern have a right to break a match?
• EP hasn’t received necessary documentation within 2 weeks from host LC
• 3rd party (govt office) delays visa application process• EP has family emergency• EP doesn’t have valid working/living permit upon arrival• EP becomes dangerously ill• Dangerous situation in-country (war, natural disasters etc)• EP is discriminated against or sexually harassed• Intern doesn’t received pay for 2 consecutive months
Most importantly, when…• Internship job description is completely different
to the description on the TN form on my@.net and the EP did not agree to it
• Basic work conditions or any main benefit listed on TN form are not met for 1 month and EP did not agree to it• EP needs to try to resolve this first, then bring to ICB• Host LC should provide a new TN
• If one cannot be found or immigration doesn’t allow EP to stay in the country, EP has the right to have full travel expenses paid
When does TN organization have the right to break the match?
• EP falsified information• EP is breaking laws/rules• Country labor laws • See XPP for additional technical policies
7. Preparation Policies
8. Integration & Reception Policies• Mainly ICX-related, however OGX should be
aware of it too so that know know whether their EPs are receiving the correct services & assistance
• Lists minimum:– General Services– Logistical Services– Work Orientation Services– Integration Services
9. Re-Integration Policies• Sending LC must inform EP of existing
reintegration opportunities• Debrief the experience and/or share with other
members of the LC• Integrate into sending LC activities (if applicable)• Information about reverse culture shock• Information on how to use one’s exchange
experience in professional jobs/future
10. Complaint Procedures • Step 1: Internal – EP tries to resolve issue with
hosting LC and TN organization• Step 2: Local – EP contacts sending LC about
the problem and tries to resolve problem again
• Step 3: National – contact sending MC and MCs try to resolve the problem
• Step 4: International – Internal Control Board
Towards a Customer Centric Ogranization
What it means by being customer-centric?
How customer-centric is different from customer-focused?
Do you want me to open the door for you?
You prefer Man of Steel or 500 days of Summer?
This is... customer-focused.
I know she wants me to open the door for her and give her a goodbye kiss on the forehead.
I know she doesn't like action movies. She has the novel 500 days of summer at home.
This is... customer-centric.
Customer-centric is all about • Putting yourself in customer's shoes• Create positive experiences for them
We need to provide better customer experience because…
…because market leaders do!
If we want to grow 200% in ELD, we NEED to increase our
Customer Loyalty!
Customer Behaviour
Purchase - Refer
Organizational
Long term results
Macro - LevelMicro - Level
Micro - Level
…because the purpose of this organisation is to develop leadership.
We have to know what kind of leadership we provide and how we can improve it!
…because 2015 means that we have to provide quality experiences.
# of GIPExperiences
# of GCDPExperiences
# of TLP Experiences
# of TMP Experiences
Quality of our Experiences
To our EPs
Why EPs• “The best thing about
exchange is to explore your abilities as in personal as in professional way and its all connected with culture, practise, according LC, other trainees, local people and overall your attitude. As more you will try to do your best, as more you will get...“ Zane Vilnīte. Latvian, Intern in The Netherlands - GIP
• “My experience in Cluj-Napoca was fantastic. More than causing a positive impact in the Romanian society was to know how important is to develop empathy with a culturally different people . You are only able to understand a different culture when you experience and live it yourself.”
Matheus Mello. Brazilian, Intern in Romania - GCDP
So…
How to deliver Customer Centric?
Customer experience management is neither a strategic initiative nor a
necessary MUST DO of this organisation…..
It should be the habit of 86,000 members who want to leverage
youth’s potential for a better world!
What is Quality?
Measuring “Quality” with a single indicator is over-simplifying
Lead to a narrowed perspective of Customer Loyalty
MoS/ KRI
KPI
KPIKPI
Net Promoter
Score
Cases Closed / Cases Open
% of PromotersResponse Rate
Our ability to respond rapidly and effectively to customers in need.
Net Promoter
Score
Cases Closed / Cases Open
How “engaged” are our customers with AIESEC?
Response Rate
How good are we at creating powerful
experiences?
% of Promoters
Definition
• Customer Experience Management (CEM)Managing the interaction of an organization with its customers at every single possible touch point.
• Customer Centric Behaviour- Generally, it refers to the behavior of the organization (employee, policy, system, operations etc.) which always emphasize on customers’ perspective on the business. - Constantly seek to understand customers’ need, to innovate products and services.
• Net Promoter Score
A number indicates the loyalty of customers. It can refers to loyalty towards the org (eg AIESEC), or a particular product/service (GCDP/ GIP/ TLP/ TMP)
NPS = % Promoter - % Detractor
• Customer Gauge (CG)CG is one of the NPS management system used to manage the customer experience for AIESEC globally. - Each entity (LC, MC) is assigned with log in, accessible from LCPs.
Types of Customers
Promoter: Customers likely to recommend their experience with the organization
Passive: Likely not to either recommend or comment bad about their experience
Detractor: Not likely to recommend their experience
Types of SurveyGCDP Matched: EP Matched to TNGCDP Realized: Upon EP Arrival in hosting entityGCDP Completed: EP ends their internshipMyaiesec.net & CG will send out survey to EP
Note: Concept of Co-deliveryOGX as the final responsible to EP response in CGGood quality only happens with both quality ICX and OGX processes (all 3 surveys)
Types of Customers’ Feedback Status• Open: EP Indicates need of assistance from
AIESEC in the survey. Perhaps a complaint is raised.
• Progress: AIESEC is in contact with the EP, and/or sending or hosting entity to resolve EP concerns.
• Closed: EP concerns are solved
Others
• Response Rate% of EP responded to the customers’ surveyaiesec.net and CG send emails to EP myaiesec.net log in email
Customer Experience Management (CEM)
Translating Customer Feedback in Operations!
Our CEM
Why? DesignData
Collection
Analysis / Reporting
Actions / Operation
s
Why? Design Data Collection
Analysis / Reporting
Actions / Operations
• To provide more and better experiences
• Measure of Success: Net Promoter Score
• Key Performance Indicators:• % promoters• Response rate• Cases closed / Cases Open
Leadership we need• Long term thinking• Action driven• Customer oriented
Why? Design Data Collection
Analysis / Reporting
Actions / Operations
• Surveys based on(a) EP Flow: surveys for GIP/GCDP are sent on 3 touch points: Matched, Realized, Completed(b) TMP/TLP: Surveys are sent every 6 months per person
• Each survey evaluates the programme definition (according to value propositions).
Why? Design Data Collection
Analysis / Reporting
Actions / Operations
• Extracting Customers’ Data from CG
Why? Design Data Collection
Analysis / Reporting
Actions / Operations
• Identify Key Promoter & Detractor Issues Identify Processes & strategies to improve the ELD products
• Reporting (different per level)• Internally• Externally• Programme Participants
Why? Design Data Collection
Analysis / Reporting
Actions / Operations
• Clear action plans based on the CG data- programme, process innovation
• Defined HR structure There are members in the organization who will in charge of the customer strategies.
• Incentive systems to encourage continuous customer centric strategies
Action!
Detractor Issues
• Cross-cultural understanding & awareness
AIESEC’ support during the experience
Opportunity to create positive societal impact
Personal development
+ and – has the same sub-issuesWhat means AIESEC’ support during the experience• Support by host entity during the experience• Support by home entity during the experience
What means Cross-cultural understanding & awareness• Living diverse cultures and having a multi-cultural
experience• Awareness about local culture• Cross-cultural working experience
What means Personal Development • Personal development plan• Personal goal setting
What means Opportunity to create positive societal impact• Visible impact of the project/organization• Visible impact of the Job Description
Group session
Brainstorm the actions to improve the detractor issues above.
But why is it too difficult to do it?
"For the things we have to learn before we can do them, we learn
by doing them„ (Aristotle)
Remember, we are all in ELD phase! „E” means, experiential!
Even if we know, if we do it, there is something missing!
Change will never led by documents, booklets, wiki,
this session…
ClosingCustomer experience
management does not depend on which pilot you are in. It only
depends your commitment and stand!
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