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!