1. Quality
Planning

2. Why quality of experience
is important?

3. “Even though I had a fun time living in Turkey, I
did not take away any tangible skills from doing
my internship. Furthermore, the local chapter
provided NO support during my time there and
was incredibly unprofessional.”

4. “Basically we are doing some promotion for a
company. I don't think it's useful to improve the
environment. Furthermore, they offered not ideal
accommodation and food for us.
We paid 150 USD for our accommodation and 300
USD for 45days food even there are only two
meals per day and the food were not offered in the
weekends.
Anyway it's totally different Job-description with
they ever mentioned. I'm so disappointed with
AIESEC and regret to come by this way.”

5. “Aiesec team couldnt solve any problem of us. I
have a very bad experience with
accommodation and with their attitude to us. It
didnt make any sense, that just 15 boys are
members of the team and they care just about
girls. Person, who was responsible for me and
my GIP, she didnt answer me, I saw her just
one time during the 3 months.”

6. More experiences we provide,
more unfulfilled experiences
occurs.

7. We always put quality
as an “or”

8. What is the
way out?!

12. By 2015, we ambitioned 38000 GCDP and 17000 GCDP
During IPM, We are ambitious to set the
goal of…
An NPS Score of
___
•for both GIP and GCDP by 2015. 12
48

14. Ambition
Direction
Behavior
Have
Set
Create

15. Where do I begin?

16. Previous
Quarter
Analysis
Understanding
Waterfall
analysis
Setting
Quarter and
monthly
Goal
Defining
key
detractors
Classifying
into
operational
stage
Establish
Plan
Evaluation and
review
Define the
3 key
detractors
Define the
impact
towards
NPS score

17. Previous
Quarter
Analysis
Understanding
Waterfall
analysis
Setting
Quarter and
monthly
Goal
Defining
key
detractors
Classifying
into
operational
stage
Establish
Plan
Evaluation and
review
Define the
3 key
detractors
Define the
impact
towards
NPS score

18. Understanding Waterfall
Analysis

19. Using the Waterfall analysis
Select the data
range needed
Choose
Programme
Choose the Stage:
• Choose Match to assess Raising and matching Activity
• Choose Realise to assess realisation delivery
• Choose complete to assess overall experience during internship

20. Using the Waterfall analysis
Detractor Issues
Promoter Issues
Impact towards NPS Score
Overall NPS Score

21. Using the Waterfall analysis
Impact of detractor issue
towards NPS Score
Top Detractor Issue:
- Choose the issue
which has the
highest impact (>1)
- Understand the
issue classification.
E.g Support
(Realise), JD
(Realise), Logistic
(Realise),
Communication
(Match), Visa
(Match), Integration
(Realise)
Click to understand the
comments of the detractors

22. Previous
Quarter
Analysis
Understanding
Waterfall
analysis
Setting
Quarter and
monthly
Goal
Defining
key
detractors
Classifying
into
operational
stage
Establish
Plan
Evaluation and
review
Define the
3 key
detractors
Define the
impact
towards
NPS score

23. NPS Goal for Q2 2014 (GIP)

24. 1. How to set the goal Monthly
• Previous quarter analysis (using the waterfall analysis)
– Understand the top detractor within past quarter (from all
stages)
– Choose top detractors (high impact towards NPS, >1)
– Classify the detractor into operational stage (Match,
Realise, Completed)
– Choose top 3 detractors
– Set the monthly and quarterly NPS score by adding the
impact of the issue towards NPS based on the classification
• Using the Completed stage NPS of previous quarter and monthly

25. 1. How to set the goal Monthly
Previous
Quarter
Analysis
Defining
key
detractors
Classifying
into
operationa
l stage
Define the
3 key
detractors
Define the
impact
towards
NPS score

26. • AIESEC’s Support during experience (-2.5)
• Integration by the hosting entity (-2)
• Logistical support (-1.6)
• Job Description Clarity and Alignment (-1.4)
• Communication effectivity during acceptance
procedure (-1.3)
• Selection Process (-1.1)
• Visa docs and information (-1.1)
Note: Choose the self select issue which has highest impact towards NPS (E.g >1)
1. Define the key detractor issue in Q1 2014

27. • Using the waterfall report for analysis
• Choose timeline 1st Jan – 31st March 2014
• Choose Programme
• Choose “ALL” as the stage
*using “all” as the stage is to understand the impact of every single issue
towards NPS
1. Define the key detractor issue in Q1 2014

28. Match
• Communication (-1.3)
• Selection Process (1.1)
• Visa (-1.1)
Realise
• AIESEC Support (-2.5)
• Integration (-2)
• Logistical Support (-1.6)
• Job Description (-1.4)
2. Classifying the issue based on operations
stage

29. 3. Top 3 detractors
AIESEC Support (-2.5)
Job Description (-1.4)
Communication (-1.3)

30. 4. Set NPS Goals for q2 2014
Q1 2014 NPS score: 37 (completed stage)
Jan: 33
(completed
stage)
Feb: 39
(completed
stage)
Mar: 39
(completed
stage)

31. 4. Set NPS Goals for q2 2014
• Adding the impact of the detractor towards the
completed NPS score from previous quarter
Q2 2014 NPS score: 42
April:
38
May:
44
June:
44

32. Understanding the goal setting
The Flow
Yearly Goal
Setting
Previous Quarter
NPS review
Quarter NPS Goal
Setting
Monthly NPS
Goal Setting

33. Understanding the goal setting
• Ensure the alignment of the yearly NPS goal setting of
your entity
– The idea of quarterly setting is to ensure the evolution of
NPS quarter to quarter to reach the yearly NPS goal
• The most important element of the goal setting is by
understanding the KEY DETRACTOR ISSUE TO FOCUS!
• Based on customer comments, AIESEC Support in
completed stage includes the elements of AIESEC
services in Match and Realise stage

34. Possible Situation in Goal Setting
• If the NPS score of previous quarter is
minus, you have to target towards +25 as a
minimum zone of NPS
NPS Score
negative
• If you don’t have data of customer, adjust to
global goal for programmes (will be defined
globally per programme)
Not enough
customer or
zero customer
• If you don’t have data of customer, adjust to
global goal (will be defined globally per
programme)
Not enough
customer or
zero customer
• either you maintain the score or choose an
average score of the programme (will be defined
globally per programme)
Score above
90 or 100 with
low RR

35. Possible Situation in Goal Setting
• maintain the score and look at issue
from other stages for improvement
Score above
90 or 100
with high
RR
• Focus on issues and comments,
create conversations with customer
Small Scale
Realisation
(<10)
• Focus on Passive issues customer,
find room for improvement.
Zero Detractor
• Look at issues which are connected to your entity role
(sending or hosting) for improvement then to deliver top
detractor issue, focus on co-delivery process
TOP Issues not
connected to your
role as
sending/hosting
entity

36. Previous
Quarter
Analysis
Understanding
Waterfall
analysis
Setting
Quarter and
monthly
Goal
Defining
key
detractors
Classifying
into
operational
stage
Establish
Plan
Evaluation and
review
Define the
3 key
detractors
Define the
impact
towards
NPS score

37. How to do Quality Planning?

38. Simple steps for quality planning
1. Determine and understand 3 top detractors Level 1 issues
a. Understand level 2 issues of the top 3 Detractors
b. Understand the comments of the detractors to get detailed insight
2. Define the key strategies to solve the detractor Issue
3. Define the implementation plan
a. Key Action steps
b. Main responsible
c. Key deadlines

39. You can follow the toolkit!

40. Previous
Quarter
Analysis
Understanding
Waterfall
analysis
Setting
Quarter and
monthly
Goal
Defining
key
detractors
Classifying
into
operational
stage
Establish
Plan
Evaluation and
review
Define the
3 key
detractors
Define the
impact
towards
NPS score

41. How to do review and evaluation?

42. Key Assessment
Percentage of
Detractor Decrease
Understanding the
customer comments
Targeting customer
samples
• Understanding the
top detractor issue
percentage out of all
respondent
(Promoters, Passive,
Detractors)
• Comparison to
similar operation
cycle (Q2 2014 to Q4
2013)
• Getting detailed
insight from the
customer
comments
Promoter, passive
Detractors on the
issue
• Choosing random
customer as a
sample of evaluation
for the key detractor
Issue
• Evaluate based on
the strategies
implemented and
impact towards the
customer

43. What is that we want to
achieve?

44. GIP/GCDP
Goals
By Summer
Peak
NPS Goals for
GCDP/GIP
By Summer
Peak

45. “I had a great working experience. The local AIESEC people
have found me a place to live, welcomed me and showed
around, invited to various events. The company I worked at is an
international one hence I had a contact with many different
people which contributed to fast learning and dynamic working
environment. Also within company I have been giving a few
sessions of trainings and invited to event which allowed to learn
about the industry and how business is done. All in all, it was a
great opportunity and I am very lucky I had the opportunity to
come to The Netherlands”

46. “First of all, I used to be afraid of speaking to foreigners and was a bit
shy when I had to make friends with strangers, (actually, not that afraid
but I hesitated to do it.)
Now, after having an internship, I met many new people. We talked,
we laughed and exchanged our culture. As a shy person, I started to
learn how a great things will be if I only get rid of this thought. And
now I'm so energetic to meet new people and to talk to the strangers.
I've never been this confident in myself. It's because this internship
and all the people around me, who show me how much life can be if
we just open to the world. Now I just keep developing my personality,
my behaviour and my attitude toward life”

47. Let’s create more while
better experiences