1. Quality Goal Setting

2. Contents 1. NPS goal setting with the exchange goal 2. Understanding Waterfall analysis 3. NPS Goal setting quarterly 4. Understanding the goal setting

3. NPS Goal Setting with the Exchange Goals GIP/GCDP April May June July Realise Goal Goal Goal April May June July NPS Completed GoalGoalGoalGoal GoalGoal

4. Understanding Waterfall Analysis

5. 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

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

7. 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

8. 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

9. NPS Goal for Q2 2014 (GIP)

10. AIESECs 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

11. 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

12. 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

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

14. 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)

15. 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

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

17. 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