Standard and Satisfaction Induction for members

1. AIESEC in MoC
Entity Control Board
Standards & Satisfaction
Induction

2. I need to know as a member:
1.ECB role
2.What is Quality: MoS, how to maintain
3.Fill NPS survey
4.Main terms
5.Know contact mail of ECB, LCQH

3. Team purpose
Be a new leadership of MoC that delivers quality experience to every stakeholder and build quality system in every LC
Team standECB (Entity Control Board) –national body responsible for XPP and national quality regulations principles co-creation, education, implementation; quality management of exchange program; last decision making body on national level.

4. Quality MoS
Max 15% Detractors
63%+ Promoters
48 NPS
50 %+
Responserate
(RR)
2*24 hours
casefollow up
100%
Standards implementation
It doesn`t exist if
you can`t measure it

6. Fill NPS
0-6 detractor
7-8 passive
9-10 promoter

7. ECB wiki
http://mainlandofchina.wix.com/ecbmoc

8. Main terms to know CG (Customer Gauge) -website, which helps to analyze satisfaction of the customers. NPS (Net Promoter Score) -is a management tool that shows the loyalty of a firm'scustomer relationships (measured from-100 to 100). Calculated as: NPS = % promoters -% detractors. NPS survey –feedback form for customer TMP/TLP/GCDP/GIP experience. Promoters(score 9-10) are loyal enthusiasts who will keep buying and refer others. Passives(score 7-8) are satisfied but unenthusiastic customers who easily can accept competitive offerings. Detractors(score 0-6) are unhappy customers who can damage your brand and decrease growth through negative word-of-mouth. ICB (Internal Control Board) –final body in international level to provide consultancy and case solution based on XPP (Exchange Program Polices). ECB (Entity Control Board) –national body responsible for XPP and national quality regulations principles co-creation, education, implementation; quality management of exchange program; last decision making body on national level. LCQH (Local Committee Quality Head) –local responsible for standards and satisfaction management in LC. XPP(Exchange Program Polices) –international document of exchange rules and principles that are obligatory to follow. RR (Response rate) -% of people that filled NPS survey. Firefighting–responding unsatisfied customers and solving the issues they have. Minimum Standards –list of minimum criteria that needs to be fulfilled in exchange program. Team Minimum –document that provides minimum standards for the team experience.

9. If you have any questions, contact us: Entity Control Boardecb.moc@aiesec.netECB wikihttp://mainlandofchina.wix.com/ecbmoc