1. QUALITY PROMISES
AND HOW TO DELIVER.
@kelmeow#StartFromYou
OCP National Project Virtual Summit
AIESEC Indonesia

2. Objectives
1
For delegates to create their personal minimum quality promise for
their Interns and members:
a) Through reflection of the organisation’s purpose to develop leadership in every
experience.
2
Understand the why and how of EP LEAD, Minimum Quality
Promise & NPS:
a) Understand how EP LEAD and minimum quality promise link to inner and outer journey
of leadership
b) Output of specific actions and templates to implement EP LEAD
3
Understand the revised role of Intern Buddy:
a) What is the Intern Buddy Role?
b) Change perspective/behaviour of Intern Buddy.

4. Will you recommend to your son/
daughter to be an AIESEC Intern
through your local committee?

5. Will you recommend your brother or
sister to be an AIESEC intern
through your Local Committee?

6. What would you promise your sister/
brother about the GCDP
experience?

7. Is your Local Committee... Are you
delivering this to the best ability you
can?

8. how do you treat
your interns?
like a friend?
like a potential
leader?

9. What we will Give

10. INTERN
LEAD
is a learning framework to
guide and ensure our
Interns are living the inner
and outer journey of
leadership

11. outer
journey
framework
INNER
journey
Step
1

12. Step
2
outer
journey
framework
INNER
journey
W1
W2
W3
W4
NO UNDERSTANDING ABOUT INDONESIA
LANGUAGE BARRIER
DOESN’T KNOW ANYONE
LACK OF LEADERSHIP DEVELOPMENT
Syllabus

13. outer
journey
CHALLENGES -
CONTENT
INNER
journey
Step
3
delivery
2. Minimum Quality Promise
3. Promise to Interns/TNs
4. Intern Process
5. Timeline
1. Net Promoter Score

14. Net promoter score
Step
3

16. Net promoter score
• Number of Promoters (score of 9, 10)
• Number of Responses
• Net Promoter Score (NPS)
How can we measure the quality of our
customer experience?

17. Net promoter score

18. Net promoter score
Here are the steps to measuring NPS:
1. #P
= Number of promoters
= Responses scoring 9, 10
2. #D
= Number of detractors
= Responses scoring 0, 1, 2, 3, 4, 5, 6
3. #T
= Total number of response
4. %P
= Percentage of Promoters = #P
/ #T
5. %D
= Percentage of Detractors = #D
/ #T
6. NPS = Net Promoter Score = %P
– %D

19. Net promoter score
-100 to -50
Alarming
-50 to 0
Okay
0 to 50
Good
50 to 100
Outstanding
General industry standard
Every
Experience
Matters!!!

20. Net promoter score
CURRENT
AIESEC
INDONESIA NPS
GOAL:
!
48!

21. minimum quality
promise
Step
4

22. SELECTION AND FEEDBACK
PREPARATION: WEBINAR
IPS
INTERN BUDDY
AFTER: RNR, PD & SHOWCASE
SHOWCASE
MINIMUMQUALITYPROMISE

23. SELECTION AND FEEDBACK
i. After the interview (within 2 x 24 hours), hosting entity (TN
Manager) should announce the result by sending approval or
rejection mail to Intern.
i. Selected or unselected candidate has the right to get
constructive feedback from hosting entity.
!

24. a.Preparation Process
i. Preparation process will be started right after the Intern got matched in myaiesec.net.
ii. Hosting entity will provide webinar for interns before arrival.
iii. Hosting entity should tracked travel insurance, round trip ticket and NPS survey from
the intern before the webinar is started.
iv. Webinar consist of:
1.Culture shock preparation;
2.Expectation setting (accommodation, work condition and location);
3.Intern`s timeline;
4.Personal goal setting;
5.LC contact list (LCP, LCVP Related, Manager related, OCP, OC and TN taker);
6.Logistical preparation;
7.NPS Survey Coaching;
8.Updated XPP;
9.AIESEC Essence;
10. Opportunity in AIESEC from hosting entity;
11. LEAD introduction;
12. CAT education.
v. All outputs of the webinar should be tracked by project team or intern buddy.
!
PREPARATION

25. a. Incoming Preparation Seminar
i. Each intern should get Incoming Preparation Seminar.
ii. If intern has internship in ad hoc or arrives some days after Incoming Preparation Seminar, TN
manager or some representative from project is obligated to have additional meeting with intern/s
and provide all needed information.
iii.Incoming Preparation Seminar should consist of:
1. Culture shock preparation;
2. Basic education of Indonesian language;
3. Detailed explanation of project timeline;
4. Information about all possible expenses during internship (excursions, travelling, meal etc);
5. Practical training of using public transportation;
6. Present the objective and measurable results for every activity in project;
7. National Complaint Management procedure explanation and provide all of contact;
8. NPS education and tracking;
9. Visa extension process information (Visa Timeline should be submitted to Exchange Quality
Manager).
10. LEAD session;
IPS

26. COMMUNICATION
i. Intern will be supported by intern buddy from hosting entity.
ii. Intern Buddy and Organizing Committee should have evaluation
meeting once in 2 weeks
i. Intern will have buddy to maintain constant communication,
engaging intern to LC’s activities, remind the intern to fill three times
NPS survey, track intern`s 360 submission and evaluate development
goal.

27. INTERN BUDDY
i. Intern will be supported by intern buddy from hosting entity.
ii. Intern Buddy and Organizing Committee should have evaluation
meeting once in 2 weeks
iv. Each intern should know about national Complaint Management
procedure.
i. Intern will have buddy to maintain constant communication,
engaging intern to LC’s activities, remind the intern to fill three times
NPS survey, track intern`s 360 submission and evaluate development
goal.
ii. Intern can join LEAD Program which is standardized by AIESEC in
Indonesia.
!
!

28. As the Reward and Recognition, Intern will get certification after
submitting the 2 kind of NPS survey (Matched survey and Realized
survey)
!
Personal Development
EP will get post – evaluation with Intern Buddy.
EP will get practical training to create 360 evaluation by Intern
Buddy.
!
Showcasing the Experience
EP need to submit their internship report as poster, stories, pictures
or video
Hosting entity will showcase/publish experience in physical or virtual
form
AFTER: RNR, PD & SHOWCASE

29. INTERN PROCESS
Step
3
Selection
Induction &
IPS
OPSMatched
Mid-GCDP
Evaluation
Train the
Trainers
Pre-Arrival
Webinars &
Buddy
Project or TN
Taker
Meeting
LEAD Events
or Micro XP
Close-GCDP
Evaluation
Farewell &
Recognition
}Preparation
}Arrival -
Midterm
Realisation
Midterm -
Closing
Experience
}

30. 1 3
42
Step
3
timeline
Timeline of events and
touch-points
KPIs and link to overall
exchange goals
Person responsible
Take Action!

33. Selection
Is your selection of interns in accordance with Global Competency
Model and using the Selection Tool?
Why/Why not?

34. When the intern is matched - do you provide the indemnity form and
pre-arrival questionnaire form?
Matched

35. Do you track through international relations that the EP has received
OPS?
OPS

36. Do you have Pre-arrival webinars?
Do you follow the Minimum Quality Promise checklist for Webinars?
Pre-Arrival
Webinars &
Buddy

37. Do you track through international relations that the EP has received
OPS?
Induction &
IPS

38. Project or TN
Taker
Meeting

39. Train the
Trainers

40. Mid-GCDP
Evaluation

41. Farewell &
Recognition

42. INTERN Journal

43. INTERN BUDDY

44. Why is this
important?

45. INTERN
BUDDY
is the person responsible for
enabling intern’s inner journey.
Without this individual there is no
way for AIESEC to ensure, deliver
and measure that interns are
living a challenging and
purposeful experience.

46. Personal Value:
!
!
!
Organisation
Value:
!
!
!
!
Market Value:
!
!
!
!
To achieve fulfillment of humankind’s
potential through higher quality
experiences by fulfilling the inner
and outer journey of leadership for
interns with a role responsible for
developing and tracking leadership
development of interns
a) Intern: Interns are promised a
leadership development experience.
The Intern Buddy will ensure this
development
b) TN taker: To develop and enable
Interns to fulfill their JD to their best
ability
c) Indonesia: Provide better interns to
make impact for Indonesia
Enable TMP to understand the
relevance of GCDP and exchange to
AIESEC.
Allow members to live a leadership
experience where they are in charge
of the development of others.

47. Intern Buddy Objectives
1
2
3
A bridge between the intern, leadership development and AIESEC:
a) He/she needs to assist the intern and makes sure that the intern feels free to discuss
any problems or difficulties he might be facing.
b) He/she needs to ensure that interns are fulfilling the inner journey of their leadership
experience.
Quality Control:
a) He/she ensures and tracks that the intern has a quality experience.
b) Consistent and efficient interaction between interns and AIESEC members
!
A friendly face to introduce Indonesia:
a) He/she shows the intern the Indonesia culture, mentality, everyday life and tradition.
b) Helps interns to adjust and integrate themselves easier and faster in the new
environment
c) Facilitates direct relationship for the interns to communicate their needs

48. Profile/
Application/
Campaign
Pickup and
Settling
Education/
Induction
Recruitment/
Selection
End-term
evaluation
Inner
Journey
Tracking
Introduction/
Expectation
Setting
Start-XP
Evaluation
Mid-term
Evaluation
Farewell &
Recognition
Showcasing
Impact
Intern Buddy Process
Inner
Journey
Tracking

49. Profile/
Application/
Campaign
Job Description Notes:
!
1. Intern Buddies
should not handle
more than 2 Interns

50. Profile/
Application/
Campaign
Profile
General Rules:
1. If not specified, TMP used as an Intern Buddy should have + 6 months experience.
2. If your LC wants to utilise returned EPs please ensure if have excellent tracking of Intern Buddies and the
expectations are made clear.
3. This is a general guide, if you find that you have some issues such as (my iGCDP OCs are working too hard
during RE to be intern buddies) then you can adjust the intern buddy profile accordingly.
!
Note:
1.If you have MB or potential MBs that are not IXPs, being an Intern Buddy is an extremely beneficial role for
them to experience exchange and the ‘leading others’ experience to add value to their current or future role.
JAN-JUN
iGCDP
GOAL

51. Recruitment/
Selection

52. Recruitment/
Selection

53. Recruitment/
Selection

54. Education/
Induction Intern Buddy Induction/Education
Please use the EP LEAD wiki and this PPT for EP Buddy Education to ensure you
have delivered everything.
!
Since Intern Buddy follow the aforementioned profile, there is only need for a quick review of AIESEC knowledge
and introduction and expectation setting of the role/JD/evaluations etc.

55. Buddy Activities before Arrival
Introduction/
Expectation
Setting
Please use the EP LEAD wiki and this PPT for EP Buddy Education to ensure you
have delivered everything.

56. Buddy Activities after ArrivalPickup and
Settling

57. Mid-term EvaluationMid-term
Evaluation
1
2
Update Personal Appraisal
a) Update achieved key activities based on completion of tasks and adjustment of Job
Description/ Intern Activities
b) Create score baed on self or intern buddy evaluation about pool of skills
c) Insert Overall Feedback
Competency Development:
a) Review the self assessment, is there anything the Intern wishes to add?

58. how is it
tracked?

60. what does this mean?
organisation
workspace

61. what does this mean?
APP
item
Now, let’s move on to how to track your Intern
Buddies

62. • Please ensure that your Intern Buddies
have applied and gone through an
application process.
!
• Sample Application form attached
!
• Intern Buddies must be recorded for
safety and logistic reasons.
Step One: All Intern Buddies
need to be registered on the system.

63. • Please ensure the details are 100% correct for safety issues.
Step Two: All Interns post-match
need to be registered on the system.

64. Step Three: All Intern Statues need to be
updated by Intern Buddy or OC/iGCDP members.
What needs to be tracked?
• Assignment of Intern Buddy
• Expectation Setting
• Travel Details for Reception
• Reception
• Integration of Intern into Indonesia
• Experience Tracking - including CAT/PDP
• Attendance at Compulsory Events
• Intern Journal

65. Interns should have an intern
buddy directly after Matching.

66. two week trial
feedback
improvement

67. Tools for Intern Buddies
Intern Buddy Tracking Tool
Intern Buddy Complete
Guide
Intern Personal
Development Plan
EP LEAD Wiki:
http://www.myaiesec.net/
content/viewwiki.do?
contentid=10288851

68. why are we still talking
about this?

73. Capacity = Responsibility

75. http://www.youtube.com/watch?v=1DUYlHZsZfc