ECB Newsletter Q1&2 1819

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ECB AIESEC IN INDONESIA The Official Newsletter

INSIDE ECB'S ISSUE

ECB CHAIR message

Dear AIESEC Indonesia, a new term is here and a lot has happened in the past few months and here's a snapshot of 2018 and what are the exciting things coming in 2019 and the new term.

From case overview, audit mechanism and education materials to prepare you, we have it all covered! As always, do not hesitate to contact us through http://aiesec.or.id/ecbhub to support you during your exchange operations in ensuring every exchange experience delivered are completed and developing leadership.

Here's to more quality centric AIESEC Indonesia!

Ps: we are also recruiting for this semester

ECB WEBSITE aiesec.or.id/ecbhub

Here We Present the Platform to Help You Fullfill 100% Quality To provide a regularly updated information To provide easier access to AIESEC's services To gain support in times of trouble

ECB HUB

RESOURCES Which contains all of the relevant information regarding the experiences we promote!

CONSULTANCY Which contains Request a Consultation, Submit an Official Case and Request a Break. ECB also provide Consultation for Member also for Customer.

QUALITY AUDIT The process that we do to entity at least twice annually in keeping track of the quality of our programs

EDUCATION UPDATE

CONTENT EDUCATION :

ALL THE INFORMATION YOU NEED

Knowledge and accountability are very important.

External Hub Internal Resources

Thus, ECB Indonesia has created this feature – named "Resources" – which contains all of the relevant information regarding the experiences we promote! If you want to learn a little more about the XPP and/or about Standards and Satisfaction, this is your place!

EDUCATION UPDATE

CONTENT EDUCATION :

INTERNAL RESOURCES ECB Team provide you all of the information that AIESECers needs to fullfill 100% Quality for our products. You can find all of the

Internal Resources External Hub

documents through our website and will be connected to our Google Drive for the easiest way to download it. There will be video guideline that will explain the materials to help you understand much more better. We will regularly update the information and the documents that you need. If you need deeper explanation or information, you can directly contact us.

And here are the lists of our documents ECB 101 AIESEC Purpose Complain Procedure XPP XPP 911 FireFighting OGX Checklist ICX Checklist Compedium Update

EDUCATION UPDATE

CONTENT EDUCATION :

EXTERNAL HUB ECB Team also provide all of the information that our customer need to understand our product deeper. You can find all of the

Internal Resources External Hub

documents through our website and will be connected to our Google Drive for the easiest way to download it. There will be video guideline that will explain the materials to help you explain to our customer for them, so they can understand much more better. We will regularly update the information and the documents that you need. If you need deeper explanation or information, you can directly contact us.

And here are the lists of our documents ECB 101 For EP AIESEC Purpose EP Pack

YOUTUBE LINKS!

ECB 101 https://www.youtube.com/watch? v=ZYJiP1wvx5c&feature=youtu.be

Case Consultant https://www.youtube.com/watch?v=t0XLWVi8-E&feature=youtu.be

CASE CONSULTANT UPDATE

CONTENT CASE : Case Analytics LCs Alert & IR Update Pujian Nusantara from ECB

CASE ANALYTICS Because of the limited data about the # of Break Approved & Break Realized, therefore we use the convertion rate from Approved – Realized – Finished – Completed as a basis of reference.

Time Period : 1/5/2018 – 30/10/3018 From the table above, we can know that the # of break approved & break realized are still can't reflect the situation of our exchange operation. Our # of Approved – Realized – Finished – Completed is quite high. Moreover, the conversion rate from RE-FI is almost perfect. But, if we do a further investigation in our local entity, we can know that the # is certainly very contrary to the real situation.

In fact, ECB is aware of several factors that greatly affect the enhancement of # BA & BR such as terrorism, natural disaster, visa & work permit and national security issue. It can be proven by # of Approved that plunge away when that issue was blown. We regret that there are numerous local entities that still do not have the awareness to report their cases to the ECB. In the other hands, our convertion rate from Finished – Completed is still low for iGV, oGE and oGT. We need to evaluate our experience delivery system to increase this number and of course to ensure that we provide the best exchange experience for our customers.

CASE CONSULTANT UPDATE

Based on the data of break request, several things that often cause

CONTENT CASE :

break approved or break realized, are : Family issue Academic issue

Case Analytics LCs Alert & IR Update Pujian Nusantara from ECB

Financial issue Visa issue National security

Internal project’s conflict.

LCS ALERT & IR UPDATE We also issue an alert :

oGV fellas to not send any EP to LC Adana, Turkey due a bad compliance of exchange standard iGV fellas to not receive too many EP from Egypt due their quality as an EP. From May 1st – Oct 31st, 2018 ECB Indonesia got 16 open cases that consist of : 4 iGV cases,

3 oGT cases, and

8 oGV cases,

1 oGE case.

The topic of the cases itself comprises about : Exchange standard violation,

From that cases, ECB Indonesia won several claim which all equal to $ 3311 USD.

Postponed salary,

A claim to return TN Fee for (Belgium VS LC Surabaya)

EP’s problem and

demanded a refund for accommodation and project fee of (LC

Fake completion of exchange standard.

PM VS LC Malaga, Spain)

We give a bold advice for : We give a bold advice for (o/i) GTE fellas to recheck and put a high concern on EP Contract and EP salary, For iGV fellas we ask you to put concern on Indemnity Form because this is an important contract between your EP and your project.

refund for flight ticket, travel insurance and visa fee (LC Bandung VS AIESEC Croatia) refund of project fee and accommodation fee (LC UGM VS Adana Turkey) Additional compensation from 1718 / 1819 ECB transition period

Return USD 1756.33 of OGT EP Salary to Indonesia from India and Turkey) Indonesia pay USD 2,050 to AIESEC Egypt for IGV case

CASE CONSULTANT UPDATE

CONTENT CASE : Case Analytics LCs Alert & IR Update Pujian Nusantara from ECB

PUJIAN NUSANTARA FROM ECB Through this report, we also want to thank you to UNDIP, Bandung, UI, PMBS, UIN, TRISAKTI, UGM, and UNEJ who have actively participated in reporting all events related to break approved, break realized and exchange standard violation to ECB. We hope that all entities have a high awareness to report all the exchange cases to ECB so we all can improve our exchange delivery quality.

QUALITY AUDITOR UPDATE

QUALITY AUDITOR

ANALYTICS Because of the limited data about our exchange standards fulfilment,

Analytics Audit Scheme

therefore we use the NPS analytics to show how our customers perceived our value delivery efforts. Later on, we'll use our new Value Delivery Tracking Tools as the basis of reference, which is also part of our new Quality Audit scheme.

Based on the NPS Analytics data from the past 6 months, it shows that the average Net Promoters Score is already above 8 on all ICX products, with percentage of Promoters above 75%. But, there are still a large number of passives -- more than 15% both for GV and GE, which must be reviewed as opportunity to improve our total percentage of promoters. There are also a quite high number of detractors on GV which is more than 5%.

Why was this happened?

QUALITY AUDITOR UPDATE

QUALITY AUDITOR

ANALYTICS We can see in the Standard Analytics that the most unfulfilled standards

Analytics Audit Scheme

includes Accommodation, First Day of Work, Development Spaces with OP, Job Description, Working Hours, and Departure Support. These areas can be our focus of improvement for each LC (which of course will be different based on specific standards fulfilment data from each LC). The data also shows the importance of Co-Delivery in order for the Home Entity to deliver OPS as it is also included as the most unfulfilled standard for IGV Exchange Participants.

But, if we check the number of Finished (# FI) from each product, number of GV customers who had not filled the NPS is still very large -- more than 400, but differs from LC to LC, as well as GE customers -- more than 20.

This condition must be improved, because in order for us to do the Quality Audit, we must first acquire the data, both from our Members who deliver the experience (whose mechanism will be explained later as our new Quality Audit scheme) and from the Customers through NPS itself. If we don't have the data, it means our objects of audit are not representative.

Thus, it will not represent the actual condition which result in the Quality Audit becoming irrelevant. Therefore, we really need your cooperation to follow the newly established procedure regarding Quality Audit. These things must also be discussed with related exchanger functions to apply further strategy regarding NPS data fulfilment.

QUALITY AUDITOR UPDATE

QUALITY AUDITOR

AUDIT SCHEME We have a new audit scheme coming and can be check in the

Analytics Audit Scheme

following video!

ECB Audit System https://youtu.be/nEeDhSLyUwU

Full PowerPoint Explanation: aiesec.or.id/ecbaudit

Last but not least, to ensure a good communication regarding ECB Quality Audit, every LC have to assign one PIC (from EB level) as a point of contact and please fill the information in the following list. aiesec. or.id/picaudit

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