1. Riga Conference, October 9th 2008 European Conference of the National Institutes for Professional Insurance Education Karin Wiström

2. Stockholm School of Economics – a Business School Founded in 1909, by business leaders looking to upgrade the business Leading research in business management, leadership, finance and economics Distinguished research tradition –250 active researchers –37 full professors –Over 125 reviewed articles, books, chapters, monographs and conference proceedings published each year –25 doctoral theses defended each year Strong historic relationships with Scandinavian and Baltic business world One of the leading European business schools

3. Executive Education since 1968 Stockholm School of Economics IFL Executive Education is the Nordic leader in leadership and business development Ranked by the Financial Times as leaders in the Baltic region Active in Sweden, Norway, Finland, Russia and the Baltic States. 80 employees, excluding faculty IFL Executive Education works with an international faculty network of more than 500 individuals Custom programs, Open programs and Consortia programs

4. How do we ensure our level of quality? Internal quality assurance through program follow-up and development Faculty development and enrichment Financial Times global ranking of executive education and executive MBA providers Accreditation and international networks We constantly aim to find the essence of quality in collaboration with our clients. In other words, find the essence of not only that which changes, but that which improves over time.

5. Why PSI – Participant Satisfaction Index ? Part of overall quality focus, complement what we already do Fair comparison between programs Focus on participant perspective, highlighting areas that affect participant satisfaction and desired behaviors Assessment of present situation and enabling actions for improvement Possibility to benchmark with other types of organizations External use – customers know what they buy Internal use – mobilizing change Statistically solid Management focus

6. IFL + CFI Participant Satisfaction Index (PSI) for participants in Open Programs Standardized questionnaire at the end of each program Cause and Effect Analysis once a year Possibility for custom analysis Participant Satisfaction Index (PSI) for participants in Consortia Programs Standardized questionnaire at the end of each program Cause and Effect Analysis once a year Possibility for custom analysis Possibility to compare and use same questionnaire for participants in Custom Programs Customer Satisfaction Index (CSI) for buyers of Custom Programs and Consortia Programs Once a year, starting in Q4 Complement current evaluation methods

7. Thank you!