CONTROL BoardEntity

CHAIRAIESEC IN INDIA

2015-’16

Application

Dear ApplicantAIESEC in India has been battling quality issues in everyday operations since a long time. And over time, working towards quality has become an immiscible affair. It has become a choice, and a practice for an extra edge, a practice of convenience. For an organisation aspiring to be operationally excellent in order to become customer intimate, the tables need to turn. If you are reading this and the rest of application evokes your purpose as an AIESECer of this entity, allow your passion to inspire the role for Entity Control Board, AIESEC in India 2015-’16. Customer Experience is vital for AIESEC in India. It is vital for what we stand as AIESEC for India. The Entity Control Board along with the Member Committee can build a strong foundation of customer-centric operations and together deliver effective experiences like we promise.

Wishing you all the luck in the world, Team Customer Experience, AIESEC in India Member Committee Rang.

About Entity Control BoardThe Entity Control Board is a parallel body working with the Member Committee and the Local Committees to ensure our operations and the processes we follow meet the Standards & Satisfactions and other minimums to be met in order to deliver the best experiences that can be delivered as the promise we make to our stakeholders. This would not just mean TN Takers and EPs, but Members of AIESEC in India (TXP) as well.

The ECB ensures that global quality standards are adhered to, experience-based complaints are minimised, handled and resolved and consultancy is offered to LCs and the MC in dealing with EP, TN Taker and TXP cases. Additional the Board will train LCs to undertake the responsibility of Value Delivery, through physical as well virtual channels. The ECB also maintains reports and conducts audits of LC practises and standards towards delivering standard experiences. The ECB and its members will be the point of contact between the entities and stakeholder incase of a reported case. It is the team’s responsibility to solve the case by providing a fair solution and prepare a report of the same. In case of an ICB case, the ECB along with the MC responsible is in charge of resolving the case. The ECB is responsible to guide, consult and work with the quality managers of the LCs, along with the Member Committee to follow up with them to ensure adherence to standards.

As the MC’s overall support body for maintaining and improving delivery of experiences, the ECB is expected to be in daily communication with the Member Committee and function cohesively.

Role of the ECB Chair

Kindly note: •Incase of outstation travel of the ECB, travel and stay

will be covered by the MC.

•The ECB is an unbiased and confidential body with all information and cases.

•The ECB is the representation of AIESEC in India in the network and must follow swift communication.

•The ECB chair is the final responsible of the body and the point of contact with the MC.

•The MC will host quarterly workdays for the ECB at the MC office.

•Quarterly audits will be conducted by the ECB.

Stipend: 7000 per month (if

working from Mumbai)

Accommodation with MC at Mumbai

Delivery of Conferences & LC Visits

along with MC

Lead an existing, active ECB team of case solvers

and bloggers

•Overall responsible for the prosperous functioning of the Entity Control Board •End responsible for resolving TN, EP and TXP cases, Quality Auditing & LCs’ Quality Education •Training, tracking and attending to members of the ECB •Running the ECB Website & Blog •Coordinating customer experience strategies with the MC CX Team •Planning projects along with MC CX Responsibles + establishing timelines •Organising quarterly workdays with required ECB members at Mumbai

Application Guidelines • All questions are compulsory.

• Each question must be answered in one page only.

• Feel free to express yourself in ways you are comfortable with. This space is yours!

• All application must be attached with a. CV, b. endorsement from anyone who has lead you and c. endorsement from anyone you have lead - 3 docs apart from application.

• The application must be named as the following <Application_ECB_Name> and so must the email subject.

• The application must be mailed to the MC Customer Experience Team priyadarshini.sivakumar@aiesec.net chaoke.xxx@aiesec.net and lara.silvero@aiesec.net

DEADLINE FOR APPLICATION: 25th November 2015, 11:59 pm.

ELIGIBILITY: LCPs or LCVPs only (current / alumni - accepted)

KNOWLEDGE: Deep understanding of AIESEC in India Operations, Customer Flows, LDM, SnS & Team Minimums

Questionnaire (1/2)1. Why are you applying for role of Entity Control Board Chair? How do you see this role contribute to your

personal / AIESEC journey?

2. What is the biggest threat to the act of value delivery in AIESEC in India right now? How can you negate this threat and enable the entity to overcome it?

3. What is your vision as an individual?

Organisations:

4. Present a quarterly plan of quality management in the LC for peak GCo delivery?

5. What are some of the common reasons for GTo quality issues and cases? Draw a process flow for firefighting a GTo complaint.

6. What are the minimum services that need to be ensured for an EP coming to India on a premium exchange (NEP)? Present in the format of an SOP.

Questionnaire (2/2)Students:

5. What are the top 3 priorities in the value delivery phase of GCs and why?

6. How do we gauge the quality of experiences delivered to the small number of GTs EPs across the country, effectively and accurately?

7. How can you as a Chair coordinate with the ICB to ensure better functioning of the ECB?

Members:

8. What are the key elements to establish a Customer Experience Culture and Mindset for the Team Experiences of AIESEC in India, and what will be the ECB role in it?

9. What kind of metrics can be used to measure Team Minimums application - how to make it frequently trackable?

10. What challenges you foresee to have all of the TXP ECB in place in Q1? Make an action plan (activities, responsibles, timeline and measures) that you commit to deliver as ECB chair, considering the mentioned challenges.

Our customers matter.Good luck!