2. Session’s objectives
All members see the importance of ensuring quality while
increasing quantity
Delegates know the main strategies in CLO and CLS for the
summer peak
Delegates apply the action steps for quality improvement
immediately after the conference

5. I did get selected for Dicentral in
Vietnam, the company first decided to
issue me the WP, then it backed off and
now I am left nowhere. Even AIESEC
was not that helpful.
My internship was nothing more than
being made to either do jobs which
no one else wanted to do- I really
don't wish it to anyone. I am very glad
this experience is finished, I didn't not
learn anything.
First of all we were mislead
completely as to the job
description of the internship.
There needs to be much more
communication between the
aiesec leaders and members. We
did not receive enough support
from aiesec here in Vietnam, and
the organization and
communication skills were
extremely poor.
I feel quite disappointed
about the LC that I
exchanged. They worked
really unprofessional, no plan,
no clear description, no
direction about everything. I
have to say that they didn't
care too much about us, they
just give excuses to
everything they can't do.

6. QUALITY QUANTITY

7. QUALITY QUANTITY

12. 12
Power of Repeat Customers & Word of Mouth
2000A 2001A 2002A 2003A 2004A 2005A 2006A 2007A 2008F
GrossSales 1.6 8.6 32 70 184 370 597 850 1,000
$0
$200
$400
$600
$800
$1,000
$1,200
GrossSales($inMs)

14. Clarity of Why
https://www.cg-express.com/

18. Why becoming customer
centric org?
Our MoS: NPS = %Promoters - % Detractors
1 2 3 4 5 6 7 8 9 10
Detractors Promoters
Passive

20. Clarity of WhyOur ability to respond rapidly and effectively to customers in need.
Net Promoter
Score
Fire-Fighting:
Cases closed/ Cases open
How “engaged” are our customers
with AIESEC?
Response Rate
How good are we at creating
powerful experiences?
% of Promoters

25. In the second part…
QUALITY CONTROL
Cases discussion and analysis
Outcome:
-Aware of possible factors affecting our service
-Aware of the MoS – Quality Standard as solutions
-Aware of current strategies and future direction

26. Case Discussion 1
Grouping (2 mins): Divide yourselves into Exchange Programs
Task: Identify Promoters and Detractors Reasons based on given
Feedbacks

27. Here comes the TOP
Detractors!
AIESEC’s support during the experience
Opportunity to create positive societal
impact
Personal development
Personal Development plan
Personal Goal setting
Logistic
Pick up
Accommodation
Introduction to the org/project
oGCDP & oGIP
JD
JD clarity
JD aligned with the TN

28. iGCDP
1. AIESEC’ support during the experience
2. Opportunity to create positive societal
impact
3. Personal development
4. Cross-cultural understanding &
awareness
iGIP
Communication
Communication effectiveness
during acceptance procedure
Communication by the Host LC
Professional Working Environment
Professional working environment
Role eand responsibilities within
the organisation

29. Promoters THUMB UP for…

30. WE HAVE SEEN THEPROBLEMS, NOW WHAT?
CHALLENGES!
QUALITY STANDARD
• Where are my Groups?
• Case Discussion 2!
OUR SERVICE – OUR SOLUTIONS
+Define which problem belongs to which
factor.
+Define your factor is in which process:
Ma/Re? Where does your responsibility lie?
+Any solutions?

32. Where are you now?

33. What are standards? – Minimum
measures/terms/norms that are expected to be there.
Itrepresentsthedetailsoftheminimumsof theexperience
wewanttodeliver
Basic & important that is without it, it
would be unacceptable to run the
program without.

35. Let’s hear your MC’s voice! <3
CEM Initiatives
TOP 2 ISSUES in OGX
TOP 3 ISSUES in iGCDP
TOP ISSUES in iGIP

36. Yay! Almost there!
Post conference Follow Up: actions to ensure quality & meeting
standard.
Give me your thumb!