Hello,

It is our great pleasure & honor to thank you for

opening & reading application for Entity Control

Board Member of AIESEC Ukraine 15|16.

We as an organization started to talk more about

becoming Customer Centric organization with high

understanding of Customer Experience Management

& implementation of Standards & Satisfaction within

our exchange programs. As being world greatest

youth organization, we promise to our customer that

they'll have life changing experiences during their

internship, but what happens if we don't deliver our

promise? Do we really want to demonstrate those

kind of behavior?

Working closely with network on education, creating,

implementing & sharing cases & experience of

customer satisfaction, customer loyalty & strong

understanding of our future goals, gave us more

clarity on the implementation of ECB in AIESEC in

Ukraine.

We know & understand that this can be really tough

decision in your AIESEC path, but strongly believe

that this experience of working on new field,

creating something innovative what will change

perspective, not just EP's, MC's or LC's, but the whole

AIESEC network.

Lovingly ,

MC Stellar

Entity Control Board (ECB) is last decision making body on national level in regards to

Exchange policies and national standard regulation principles.

A division, working directly with its MC, ICB & FLB to ensure that the best Standard and

Customer Experience is delivered to every customer and stakeholder in each entity

Implementation and education, providing support for national team & local entities in

managing standard of exchange programs, fire-fighting, exchange process evolution,

creating national ECB resource hub & working directly with the ICB, final decision making

body, to provide consultancies, education, audit and case solutions based on XPP and its

final interpretations.

Beside AIESEC International , Internal Control Board can shape our organizational

culture and internal processes which lead us to three key factors why you should

implement Entity Control Board in entity:

• Need proactive approach towards fire-fighting Standard cases

• Need education & trainings on QM & CEM

• Want to be a part of GCPs in AIESEC Network

You are ready for change!

FIRE FIGHTING

MEMBER

PROCESS

EVOLUTION

MEMBER

EDUCATION

MEMBER

ECB CHAIR

• Team Management , strategy creation and implementation

• Creating ECB implementation plan

• Reviewing and reporting quality issues

• Direct Communication with ICB , MC & FLB

• Ensure delivery of education materials

• Tracking and evaluation

• Alumnus, LCP , LCVP - Open for National and

International ( open for international MCVP)

• Complete knowledge of AIESEC WAY , AIESEC

PROGRAMS , XPP , AIESEC Ukraine National

Compendium, All Standard & Satisfaction , Open

Mindset , Flexibility and desire to deliver the best

experience to all customers.

• Problem Solving & cross – group collaboration

• Providing & communication with official clarifications &

solution s

• Resolving complaints with immediate effect

• Manage implementations of XPP & quality regulation

principles

• Providing consultancy & support for local entities on

cases and issues

• Alumnus ,LCP , LCVP - Open for National and

Internationals

• Complete knowledge of AIESEC WAY , AIESEC

PROGRAMS , XPP , AIESEC Ukraine National

Compendium, All Standard & Satisfaction , Open Mindset

, Flexibility and desire to deliver the best experience to all

customers.

• Connections & education with parties ( SE/ HE / TN / EP)

• Educating entity on XPP & National quality principles

• Coaching on CEM , Customer Centricity / Loyalty ( NPS etc

)

• Develop & Implement an integrated communication plan

• Maintaining ECB Resource Hub for Entity

• Dealing with ECB Newsletters

• Alumnus ,LCP , LCVP - Open for National and

Internationals

• Complete knowledge of AIESEC WAY , AIESEC

PROGRAMS , XPP , AIESEC Ukraine National

Compendium, All Standard & Satisfaction , Open

Mindset , Flexibility and desire to deliver the best

experience to all customers.

• Analysis and audit for LCs

• Audit for Quality certificate

• Develop , monitor & evaluate tools of ECB implementation

• Manage creation / review of national regulation principles and

other supporting docs

• Standardization of Contracts and Indemnity form

• Monthly & Quarterly reports

• Develop tools

• Alumnus ,LCP , LCVP - Open for National and

Internationals.

• Complete knowledge of AIESEC WAY ,

AIESEC PROGRAMS , XPP , AIESEC Ukraine

National Compendium, All Standard & Satisfaction ,

Open Mindset , Flexibility and desire to deliver the

best experience to all customers.

• There are five general questions designed to understand you and your

thought process.

• Answer the specific questions for the role your are applying for. These are

to assess your understanding of AIESEC and its operations.

• Name your Application as Name_Current Position_your entity_role applied

for. ( eg: Shivani Khunteta_MCVP oGCDP_AIESEC Ukraine_Process

Evolution ). If you are applying for more than one two roles, send another

document answering the specific questions for that role in one package.

• The application must be sent to shivani.khunteta1@aiesec.net and

ira.pidkovych@aiesec.net by 30th November 2015 22.00 ( GMT+2)

1. What is your motivation and purpose for applying for the membership

role? How will this experience help you in your AIESEC journey and your

professional career?

2. What are you passionate about and how it is connected to your career

goal in life?

3. If you can be one famous person, which it will be, why & how you can

identify your personality with his/her character?

4. What are your views on Customer Servicing? Explain with an example of

good and bad customer service from external world.

5. Outline strong and weak points in the current Customer Servicing Model/

Plan in AIESEC?

1. Present a quarterly plan for engagement of LCs in Quality Management? (

education , resources etc)

2. Present a team management plan for ECB.

3. Identify top 3 problems in all programs in AIESEC in Ukraine in the area of

Customer Experience Management.

1. Consider a scenario where an iGE EP is fired by the TN and the EP

wants to file an ICB case on us. How will you resolve this matter ?Write

concrete action steps.

2. Develop a Complaint Management System.

1. Make a webinar outline for educating the LCVPs on Standard and

Satisfacton Implementation.

2. Make an education plan for EPs. Be creative.

1. What problems do you see in current situation of our programs and

what action you will take to improve?

2. Design a tool for tracking LC Implementation level of ECB Strategies

and Guidelines.