[moc] sns final eb review 2014

Standards & Satisfaction

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1

Objectives

Indicators review: -Review goal achievement

-Standards audit

2

Evaluate what was done for

SnS implementation in LC: -SnS strategies

-Detractor issues analyzes

3 Input for next EB

Indicators review: -Review goal achievement

-Standards audit

1

S&S Goal

Max 15% Detractors

63%+ Promoters

48 NPS

50 %+ Response

rate (RR)

2*24 hours case follow

up

Minimum Standards

implementation

It doesn`t exist if you can`t measure

it

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-  per each program -  data can be found in SONA reports

Please, evaluate your LC SnS goal achievement

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Programs name Evaluation

Month Jan Feb March April May June July August Sep Oct Nov Dec NPS

% Promoters % Detractors Response Rate

Detailed Standards explanation you can find in ECB WIKI:

http://mainlandofchina.wix.com/ecbmoc

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IND goal

AI Standards

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-  per each program

Evaluate is the standard implemented or not in program?

iGIP Standard Yes/No Comment

TN Business license

Contract

Working Hours & Duration

Supervisor/Mentor

Visa education

JD clarity

Standard Y/N Comment

In Progress Health Check & Non-Criminal Report

10 days announcement

Interview feedback

Standard Y/N Comment

Match OGX Induction

Visa

Document check

Pre-arrival call

iGIP Standard Yes/No Comment

Realized Arrival Pick up

Temporary Residence

Buddy

Accommodation

Incoming preparation meeting & Individual goals First day of work

Integration activities

Standard Y/N Comment

Complete Post-evaluation

Certification

Internship report

Departure support

iGCDP Standard Y/N Comment

TN Business license

Contract

Working Hours & Duration

Supervisor/Mentor

Visa education

JD clarity

Standard Y/N Comment

In Progress Health Check & Non-Criminal Report

10 days announcement

Interview feedback

Standard Y/N Comment

Match OGX Induction

Visa

Document check

Pre-arrival call

iGCDP Standard Yes/No Comment

Realized Arrival Pick up

Temporary Residence

Buddy

Accommodation

Incoming preparation meeting & Individual goals

First day of work

Integration activities

Standard Y/N Comment

Complete Post-evaluation

Certification

Internship report

Departure support

oGCDP/oGIP Standard Yes/No Comment

General Insurance

AIESEC Purpose

Expectation setting

Preparation Home facilitated learning

Evaluate what was done for

SnS implementation in LC: -SnS strategies

-Detractor issues analyzes

2

Standards &

Satisfaction 48 NPS

Structure

Monthly goal

Standards education &

Implementation

Firefighting

Response rate improvement

Evaluation

- LC Quality Head (VP Fin elect from Jan) - Quality exchange responsible in each function

How to maintain SnS?

For NPS, Response rate, detractor issues: -Year plan -Monthly goal

-  Members education -  Standards tracking Key highlights: [TM] Response Rate, XP minimum [X]: JD, support, visa, integration, accommodation *Note: iGCDP, iGIP standards has been released -  LC ECB mail

-  Respond fast (close case in 2*24 hours)

-  Weekly EBM -  Monthly/Q/ review

-  Refund implementation -  EP/Trainee NPS education -  Tracking -  EP/Trainee Certification

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-  for all programs

Write what was done in each strategy of SnS implementation?

S&S Implementation

Action What was done Suggestion for the next Q Structure

Monthly Goal

Standards education & implementation

Firefighting

Response rate improvement

Evaluation

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DETRACTORS STRATEGY Top Detractor

Issue Cause Strategy Responsible(s) Imp. Channel Deadline

1.

2.

3.

Input for next EB

3

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What's your function direction in the next half year? how you would suggest LC to understand it very well, esp. during transition season.

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S&S IN MY LC

What Went Well Even Better If 1.  … 2.  … 3.  …

1.  … 2.  … 3.  …

If you have any questions, contact us: Entity Control Board ecb.moc@aiesec.net Hold our

promise