NCB

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AIESEC US VIRTUAL TRAINING SPRING 2014

TABLE OF CONTENTSWho are we?What do we do?XPP NPS

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MEET THE NCB3

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NCB CHAIR!

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Smriti Sant• AIESEC US

Summer CEEDer (May-September)

• From AIESEC India/Indonesia

Responsible for managing the NCB and overseeing quality cases.

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NCB BY JDCase Solving Manager Review all quality cases Main contact between sending and host entitiesReporting and Auditing Manager Document all cases Audit cases Assist with refund process Report cases to ICB, if applicableEducation Manager Prepare and deliver education on quality management, NPS, filing quality

cases, refunds, etc.

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WHAT DO THE NCB DO?Provide Education on Quality ManagementProvide Education on NPSProcess Quality Cases For major quality cases and violations of the XPP Resolve Case Bring some cases to the ICBAssist MC in processing RefundsFirefight cases on NPS Complaints (turn detractors into passives/promoters)

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XPPExchange Program PoliciesTo make sure that EPs are having quality

experiences.Managed by ICB (Internal Control Board)

XPP Package can be downloaded from

Bit.ly/xpp2014

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XPP OFFICIAL DOCUMENTSExchange Programme Policies March 2014

AppendixA: Glossary of TermsB: EP ANC: TN AND: Exceptional CircumstancesE: Exchange Programme Job QuestionnaireF1: Official Case ApplicationF2: Official Appeal ApplicationG: Global Safety Management Guideline

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EXCHANGE PROGRAMME POLICIES1. Exchange Programme Definition2. Exchange Programme Criteria3. Exchange Programme Standards4. Exchange Programme Policies and Procedures5. Responsibility of MCs6. Complaint Procedure

-Total 16 pages, divided into 6 sections

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EXCHANGE PROGRAMME DEFINITION(SECTION 1)What is an AIESEC Exchange?What is NOT an AIESEC Exchange?What is a GCDP and what is a GIP?

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WHAT IS AN AIESEC EXCHANGE?A. Solely an

opportunity for the EP to earn

money

B. Permanent residence in the hosting country

C. Being an internal AIESEC

leadership position

D. Development of theoretical and practical

leadership skills

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WHAT IS AN AIESEC EXCHANGE?D. Development of theoretical and practical

leadership skills

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WHAT IS NOT AN AIESEC EXCHANGE?A. Opportunity to

contribute to personal and

professional life goals.

B. Acting as a permanent career

placement or recruitment opportunity.

C. Development of theoretical and

practical leadership skills

D. A positive learning

experience

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CORRECT ANSWER:

B. Acting as a permanent career

placement or recruitment opportunity.

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EXCHANGE PROGRAMME CRITERIA(SECTION 2)

Criteria that separates GCDP and GIPCriteria an applicant needs to fulfill to become an EP.Criteria an organization needs to fulfill to become a TN taker.

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WHICH OF THE FOLLOWING IS NOT A EP CRITERIA?

A. Be over 18 years old

B. Be within 2 years after completing a full time AIESEC

position AND at the age of 30 or under

C. Demonstrate the capability of living and working in a foreign country

D. Demonstrate language proficiency in English and/or any

other language necessary for an

exchange

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CORRECT ANSWER:

A. Be over 18 years old

B. Be within 2 years after

completing a full time AIESEC

position AND at the age of 30 or

under

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EXCHANGE PROGRAMME STANDARDS (SECTION 3)

General standard of our exchange program.Separated by GCDP and GIPIncluded standards for EP Preparation, TN Job Description,

Visa, EP Accommodation, Arrival Pick up, Reception and First Day of Work.

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WHICH OF THE FOLLOWING IS TRUE ABOUT EXCHANGE PROGRAMME STANDARDS?

A. A TN form needs to have an exact and detailed Job description

B. Pick up from point of entry is mandatory

C. Every country has to

have a reception wiki

D. OPS is required for

each EP

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CORRECT ANSWER: ALL OF THEM!A. A TN form

needs to have an exact and detailed Job description

B. Pick up from point of entry is mandatory

C. Every country has to

have a reception wiki

D. OPS is required for

each EP

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EXCHANGE PROGRAMME POLICIES AND PROCEDURES (SECTION 4)

Included policies during every step of the program.Important policies included Matching Policies, Break Match

Policy, Realization Policy, and Break Realization PolicyPolicies are divided into “Relating to the Exchange

Participants,” “Relating to the TN Taker,” “Relating to the Sending Entity,” and “Relating to the Hosting Entity”

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EP COMPLAINT PROCEDURE (SECTION 6)

Complaint ProcedureIn what situations EPs can receive compensation (in forms of

exchange, finances, or act)

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STEP 1

Unhappy EP

TN Taker TN LC

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STEP 2

Unhappy EP

EP LC

TN LC

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STEP 3

Unhappy EP

EP LC

EP MC

TN LC

TN MC25

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STEP 4

ICB

EP MC

TN MC

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ICBInternal Control BoardFinal decision making body regarding Exchange quality. Evaluates Official Case Applications submitted by the MCs

using the XPP

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XPP WIKI ON MYAIESEC.NETBit.ly/XPPwiki

Explanation of ICBUpdates on XPPBreak Realization CriteriaQuality Case ProcedureICB past and current Cases

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NPSNet Promoter Score

Feedback system Working with Customer GaugeA way to measure customer satisfaction

Information on how to use the website or how to do an analysis from the data are in the NPS wiki.

Bit.ly/NPSwikiBit.ly/NPStutorial

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HOW LIKELY ARE YOU TO RECOMMEND OUR PROGRAM TO A FRIEND OR COLLEAGUE?

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COMPLAINT SUBMISSION FORMBit.ly/USqualitycomplaint

-Put as much detail as possible.-Include the sections of XPP the case is concerned with.-Mention whether it is a Refund case or Quality case

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REFUND CASEXPP states situations that EPs are allowed to break

match.Under these situations, EP’s MC needs to refund the EPs

for match fee.

EPs submit Refund ApplicationEvaluated by MC VP OGXes

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QUALITY CASEViolates XPPWith verifiable proof

EPs submit a Complaint formEvaluated by NCB

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NCB CASE PROCEDURE

NCB Podio Space

NPS cases

EmailsComplain

t Submissi

on

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REFUND CASE PROCEDURE

NCB contacts VP to mail

Refund Application to

MC

MC evaluates the case and approve or reject the

application

MC contacts EP for

application decision

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QUALITY CASE PROCEDURE

Matt assigns cases to Malvika and

Corin according to region

Malvika and Corin contact the EPs

and LCVP

Depending on the severity of the case, case is

assigned to other members of NCB

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EP-EP LC• EP LC needs to respond in 48 hours after case open

EP LC-TN LC

• EP LC needs to email TN LC within the next 24 hours, AKA 72 hours after case open

• If no response within 2 days, which is 5 days after case open, EP LC submits complaint form to NCB.

EP LC-NCB

• NCB responds within 24 hours after complaint form submission, which is 6 days after case open. NCB contacts TN LC.

NCB-TN LC

• If no response within 2 days, which is 8 days after case open, NCB contacts TN MC.

NCB-TN MC

• If no response within 7 days, which is 15 days after case open, NCB takes the case to ICB

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COMING SOON!!!Exchange Minimums

Violation Fees

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WHAT YOU SHOULD TAKE AWAY FROM THIS SESSION?

Who the NCB is What the NCB does Understanding of the XPP and its 6 key sections • READ THE XPP TO UNDERSTAND IT THOROUGHLY

The difference between a refund case and a quality case Understanding of the complaint procedure • How a complaint should be processed • Send cases you aren’t able to resolve to the NCB

NPS is our best way to track and measure quality • If you don’t know how to check NPS, check out the NPS Wiki • If you don’t know your LCs NPS login, contact Cindy

If you have questions about NPS, XPP, quality, refunds, etc., contact ncb@aiesecus.org

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