XPP Training!
What is XPP?
• Exchange Policies and Procedures
• Created by AI in Mexico in 2011
• Replaced IXPQS
• International Exchang...
Why is it important?
• Standardizes the exchange program
internationally
• Contains all the legal information regarding
ex...
What is in it?
1. Definitions
2. General Policies
3. Selection Policies
4. Matching Policies
5. Acceptance Policies
6. Pos...
What you need to Know:
• EVERYTHING!!!!!!
• Please read it!
• It is a very useful document. You MUST be aware of:
• Your o...
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 respons...
3. Selection Policies
• Sending LC must properly inform EP about
selection and educate them on basic AIESEC
knowledge
• LC...
4. Matching Policies
• Sending LC must:
• Provide EP manager + access to database to EP
• Provide support and training wit...
5. Acceptance Policies
• Can officially accept a TN via an acceptance
note my@.net or sending AN to the TN
manager by emai...
6. Post-Match Policies
• This is the longest and most important section
• If you don’t read the other sections of XPP,
REA...
Post-Match Policies
• EPs should receive all necessary documents for
visa/work permit within 2 weeks of acceptance and all...
When does an Intern have a right to
break a match?
• EP hasn’t received necessary documentation within 2
weeks from host L...
Most importantly, when…
• Internship job description is completely
different to the description on the TN form on
my@.net ...
When does TN organization have the
right to break the match?
• EP falsified information
• EP is breaking laws/rules
• Coun...
7. Preparation Policies
8. Integration & Reception Policies
• Mainly ICX-related, however OGX should be
aware of it too so that know know whether
...
9. Re-Integration Policies
• Sending LC must inform EP of existing
reintegration opportunities
• Debrief the experience an...
10. Complaint Procedures
• Step 1: Internal – EP tries to resolve issue with
hosting LC and TN organization
• Step 2: Loca...
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 m...
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...
…because 2015 means that we have to
provide quality experiences.
# of GIP
Experiences
# of GCDP
Experiences
# of TLP
Exper...
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
co...
• “My experience in Cluj-Napoca
was fantastic. More than
causing a positive impact in the
Romanian society was to know
how...
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 “eng...
Definition
• Customer Experience Management (CEM)
Managing the interaction of an organization with its
customers at every ...
• Net Promoter Score
A number indicates the loyalty of customers. It
can refers to loyalty towards the org (eg AIESEC),
or...
Types of Customers
Promoter: Customers likely to recommend their experience with
the organization
Passive: Likely not to e...
Types of Survey
GCDP Matched: EP Matched to TN
GCDP Realized: Upon EP Arrival in hosting entity
GCDP Completed: EP ends th...
Types of Customers’ Feedback Status
• Open: EP Indicates need of assistance from
AIESEC in the survey.
Perhaps a complaint...
Others
• Response Rate
% of EP responded to the customers’ survey
aiesec.net and CG send emails to EP
myaiesec.net log in ...
Customer Experience Management
(CEM)
Translating Customer
Feedback in Operations!
Our CEM
Why? Design
Data
Collection
Analysis /
Reporting
Actions /
Operations
Why? Design
Data
Collection
Analysis /
Reporting
Actions /
Operations
• To provide more and better experiences
• Measure o...
Why? Design Data
Collection
Analysis /
Reporting
Actions /
Operations
• Surveys based on
(a) EP Flow: surveys for GIP/GCDP...
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
 Identif...
Why? Design
Data
Collection
Analysis /
Reporting
Actions /
Operations
• Clear action plans based on the CG data
- programm...
Action!
Detractor Issues
• Cross-cultural
understanding &
awareness
 AIESEC’
support
during the
experience
 Opportunity to
create positive
societ...
+ and – has the same sub-issues
What means AIESEC’ support during the experience
• Support by host entity during the exper...
What means Personal Development
• Personal development plan
• Personal goal setting
What means Opportunity to create posit...
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
ph...
Even if we know, if we do it,
there is something missing!
Change will never led by
documents, booklets, wiki,
this session…
Closing
Customer experience
management does not depend on
which pilot you are in. It only
depends your commitment and
stan...
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I gcdp day 18-5

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  • Before IXPQS/XPP – no standards internationally, so exchange in China might have very different standards than exchange in France or Moldova
    AIESEC needed quality standards/procedures that could be adopted and upheld internationally so that reception, send-off, matching etc have the same requirements in ALL AIESEC countries
  • 12-15 page document with 10 sections

    There are different types of XPPs – but the ones important to you are the one for EPs and one for Entities. They contain mainly the same information with some differences between them.
  • I am going to hit on the major points in XPP, but it is really up to you to read the XPP and become familiar with it so that if you do reach a situation in which you need to use it, you can be prepared.

    It is a VERY useful document – and you MUST be aware of your own responsibilities as sending LC, as well as EP responsibilities so that you can properly relay this information to them, AND the hosting LC responsibilities so that both you and the EP can be aware of what they have a right to
  • Many more technicalities here, but it pretty much has the same information
  • XPP contains further policies regarding these reasons
  • These are most important (at least to me) because these are the problems that seems to occur most frequently (especially with GCDP TNs)
  • JP – Explain what is Quality in 2015 context
  • 1 to 6 Digao
  • JP
  • Digao
  • JP
  • We used to have the mindset of ‘how do we actually measure quality?’’ The measurement was usually ambiguous, and based on our own AIESEC perspectives.
    There was no specific criteria to define what’s a good quality, and what not.
  • Digao
  • Digao
  • JP
  • Transcript of "I gcdp day 18-5"

    1. 1. XPP Training!
    2. 2. 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
    3. 3. 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
    4. 4. What is in it? 1. Definitions 2. General Policies 3. Selection Policies 4. Matching Policies 5. Acceptance Policies 6. Post-Match Policies 7. Preparation Policies 8. Integration and Reception Policies 9. Re-Integration Policies 10. Complaint Procedure Policies
    5. 5. 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
    6. 6. 1. Definitions • What is a TN • What is an EP • And other stuff
    7. 7. 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!
    8. 8. 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
    9. 9. 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
    10. 10. 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
    11. 11. 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
    12. 12. 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
    13. 13. 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
    14. 14. 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
    15. 15. 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
    16. 16. 7. Preparation Policies
    17. 17. 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
    18. 18. 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
    19. 19. 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
    20. 20. Towards a Customer Centric Ogranization
    21. 21. What it means by being customer- centric?
    22. 22. How customer-centric is different from customer-focused?
    23. 23. Do you want me to open the door for you? You prefer Man of Steel or 500 days of Summer? This is... customer-focused.
    24. 24. 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.
    25. 25. Customer-centric is all about • Putting yourself in customer's shoes • Create positive experiences for them
    26. 26. We need to provide better customer experience because…
    27. 27. …because market leaders do!
    28. 28. If we want to grow 200% in ELD, we NEED to increase our Customer Loyalty!
    29. 29. Customer Behaviour Purchase - Refer Organizational Long term results Macro - LevelMicro - Level
    30. 30. Micro - Level
    31. 31. …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!
    32. 32. …because 2015 means that we have to provide quality experiences. # of GIP Experiences # of GCDP Experiences # of TLP Experiences # of TMP Experiences Quality of our Experiences
    33. 33. To our EPs
    34. 34. 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
    35. 35. • “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
    36. 36. So… How to deliver Customer Centric?
    37. 37. Customer experience management is neither a strategic initiative nor a necessary MUST DO of this organisation…..
    38. 38. It should be the habit of 86,000 members who want to leverage youth’s potential for a better world!
    39. 39. What is Quality?
    40. 40. Measuring “Quality” with a single indicator is over-simplifying Lead to a narrowed perspective of Customer Loyalty
    41. 41. MoS/ KRI KPI KPIKPI
    42. 42. Net Promoter Score Cases Closed / Cases Open % of PromotersResponse Rate
    43. 43. 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
    44. 44. 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.
    45. 45. • 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.
    46. 46. 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
    47. 47. Types of Survey GCDP Matched: EP Matched to TN GCDP Realized: Upon EP Arrival in hosting entity GCDP Completed: EP ends their internship Myaiesec.net & CG will send out survey to EP Note: Concept of Co-delivery OGX as the final responsible to EP response in CG Good quality only happens with both quality ICX and OGX processes (all 3 surveys)
    48. 48. 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
    49. 49. Others • Response Rate % of EP responded to the customers’ survey aiesec.net and CG send emails to EP myaiesec.net log in email
    50. 50. Customer Experience Management (CEM) Translating Customer Feedback in Operations!
    51. 51. Our CEM Why? Design Data Collection Analysis / Reporting Actions / Operations
    52. 52. 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
    53. 53. 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).
    54. 54. Why? Design Data Collection Analysis / Reporting Actions / Operations • Extracting Customers’ Data from CG
    55. 55. 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
    56. 56. 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
    57. 57. Action!
    58. 58. Detractor Issues
    59. 59. • Cross-cultural understanding & awareness  AIESEC’ support during the experience  Opportunity to create positive societal impact  Personal development
    60. 60. + and – has the same sub-issues What 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
    61. 61. 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
    62. 62. Group session Brainstorm the actions to improve the detractor issues above.
    63. 63. But why is it too difficult to do it?
    64. 64. "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!
    65. 65. Even if we know, if we do it, there is something missing! Change will never led by documents, booklets, wiki, this session…
    66. 66. Closing Customer experience management does not depend on which pilot you are in. It only depends your commitment and stand!
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