standard and satisfaction induction
DESCRIPTION
Standard and Satisfaction Induction for membersTRANSCRIPT
AIESEC in MoCEntity Control Board
Standards & Satisfaction
Induction
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
Team purpose
Be a new leadership of MoC that delivers quality experience to every stakeholder and build quality system in every LC
Team stand
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.
Quality MoS
Max 15% Detractors
63%+ Promoters
48 NPS
50 %+
Responserate
(RR)
2*24 hours
case follow up
100%
Standards implementation
It doesn`t exist if you can`t measure it
Fill NPS
0-6 detractor7-8 passive
9-10 promoter
ECB wikihttp://mainlandofchina.wix.com/ecbmoc
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's customer 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.
If you have any questions, contact us: Entity Control [email protected]
ECB wikihttp://mainlandofchina.wix.com/ecbmoc