Post on 01-Nov-2014
description
+GCDP Strategic Meeting
THE GENERATION
12/13
Istanbul, Turkey
7th-10th November
CREATING PROMOTERS THROUGH BETTER CUSTOMER EXPERIENCE & DELIVERY
+In the house, we have…
AIESEC in Brazil AIESEC in Colombia AIESEC in India AIESEC in Russia AIESEC in Turkey AIESEC in Ukraine AIESEC International
+
What is this strategic meeting about?
+What is the Objective of this summit? Enhance the experience of our customers in GCDP
Developing delivery model for a better GCDP experience
Driving strategy for a better customer experience delivery
+Strategic Meeting Flow
Clarity of purposeUnderstanding our state
Evolve & make it better
Better GCDP Delivery to
Create More promoters
Customer Feedback as Input
Challenge
Break-through
+GCDP Strategic Meeting Agenda
Creating Promoters of AIESEC through a better GCDP delivery
Output: "I understand how AIESEC creates value for the organization, for the market
and for the individual. I also know what is the challenge in the experiences we provide"
Output: "I evolved the customer experience by developing strategies
and actions for the TOP5 unsatisfied needs of customers"
Output: "I created strategies and actions for leveraging the potential of NPS system and I
prepared the preliminary output of the strategic meeting"
Output: "I incorporated the feedbacks I received, I finalized the ouput which is
feasible to implement and create promoters at every level of GCDP
operation"
Date and Time
7th 8th 9th 10th
Date and TimeWed Thurs Fri Sat
Day 1 Day 2 Day 3 Day 4
8:00 8:30
Check in and preparationBreakfast Breakfast Breakfast
8:00 8:30
8:30 9:00 8:30 9:00
9:00 9:30
Sleep in9:00 9:30
9:30 10:00 Check in Check in 9:30 10:00
10:00 10:30
Opening and agenda explanationGCDP Context 12/13 -
Challenges & Strategies
Creating promoters through implementation plan
Presentation of final output
10:00 10:30
10:30 11:00 10:30 11:00
11:00 11:30
Creating promoters by generating solutions for key unsatisfied needs
11:00 11:30
11:30 12:00
Belief of the "Why"
11:30 12:00
12:00 12:30 12:00 12:30
12:30 13:00 12:30 13:00
13:00 13:30
Lunch13:00 13:30
13:30 14:00
Lunch13:30 14:00
14:00 14:30
Lunch Lunch14:00 14:30
14:30 15:00
Summary and next steps14:30 15:00
15:00 15:30
The Experiences We Provide - NPS Analysis
15:00 15:30
15:30 16:00
Creating promoters by prioritization and
detailes action planning
Creating promoters through leveraging NPS, as a customer
experience tracking tool
15:30 16:00
16:00 16:30
Closing
16:00 16:30
16:30 17:00 16:30 17:00
17:00 17:30 17:00 17:30
17:30 18:00 17:30 18:00
18:00 18:30
Virtual Output PresentationLet's GO!
18:00 18:30
18:30 19:00 18:30 19:00
19:00 19:30 19:00 19:30
19:30 20:00 Check out Check out Check out 19:30 20:00
+Expected outcome
“Creating more promoters of AIESEC through a better customer experience and GCDP Delivery”
+Working Flow
Identify key concerns of
our detractors
Ideas and actions to
address the concerns
Prioritizing into 4 main ideas to be
taken forward
How to track and follow up the ideas
Customer Feedback as Input
+Unsatisfied Needs of EPs
1. Job Description Alignment
2. Project Preparation
3. Logistical Support
4. EP/Trainee ELD Experience
5. Communication
Alignment
+Idea generation to address EP’s concern
Better visualization of
our policies and standards
Issue development
Project Management
Model
EP/Trainee learning
experience Developmet
Partnering with other
organization
Customer feedback and
resolving system
+Prioritization Process
High Impact, Low
Feasibility
High Impact, High
Feasibility
Low Impact, Low
Feasibility
Low Impact, High
Feasibility
Feasibility
Impa
ct
+4 focuses to create more promoters
Creating more
Promoters
Project Management Framework(1,2,3,4,5)
Issue Development
(1,2,4,5)
EP/Intern Learning
Experience Development
(2,4,5)
Customer Feedback and
resolving system(3,5)
*the numbers represents the EP needs being addressed (based on previous slide)
+
+Creating Promoters by Issue Development for JD alignment and better expectation setting1
+ WHYCustomers said…
…there is a problem with the expectations setting with TN Taker
..TN Takers do not fill in JD by themselves (AIESEC Members and TN Taker do not fill in the meeting)
…EP does not clearly understand JD (Lack of clarity in TN form)
+GLOBAL NETWORK OF 110+ COUNTRRIES
EP Perspective
TN Perspective
Sending Entity
Perspective
Hosting Entity
Perspective
JD of a SOCIAL ISSUE (15,000
XPs)Social Activity
Success DefinitionValue Creation between Stakeholders
Responsibilities
WE NEED A COMMON LANGUAGE!
40% OF OUR CUSTOMERS RAISED A CONCERN ABOUT JD ALIGNMENT, SOCIAL IMPACT CREATION
AND COMMUNICATION
+HOW
It helps us standardize Job roles leading to more clarity , alignment and better understanding for both EPs and TN takers.
It clears the expectations from both the sides. Helps the Hosting Entity to design the project. It clears the responsibilities of all the stakeholders/Parties
involved in the project. It clears the value proposition for all the stakeholders, Makes the desired result(success of the project clear) so that
everyone is focussed and know what to work for.
GLOBAL NETWORK OF 110+ COUNTRRIES
SENDING AND HOSTING ENTITY•Better Cooperation.
•Co-delivering Quality Experiences.
•Better Communication
TN TAKER AND EP•Understanding the Job Role better(Clarity).•Understanding what is Success/Desired Output of a project.•Value to both the stakeholders because of the GCDP Internship.•Clear Expectation from both the parties.
JD of a SOCIAL ISSUE (15,000
XPs)Social Activity
Success DefinitionValue Creation between Stakeholders
Responsibilities
HOSTING ENTITY AND EP
•Framework for Job Role Creation.
•Helps in Project Creation.
•Framework for responsibility clarity .
HOSTING ENTITY AND TN
TAKER
•Clarity in aligning the Job Role
•Help in Project Creation
ISSUE SEGMENTATION &
SAMPLE JDs
+Issue Segmentation
Cultural Education Environment Entrepreneurship Marketing HIV/AIDs Health Awareness Child Rights Rural Development Youth Development and Leadership
+ Youth Development and Leadership
1. Induction Seminar to educate the interns about topics like Leadership , understand the country’s Youth and learning how to be communicate better during the internship.
2. Interns need to plan,design and prepare extra activities for students: games, competitions, sports activities,learning activities. They should take part in additional activities and events included in the project.
3. The interns have to deliver sessions/Presentation on Youth Empowerment(Global topics,Social Issues,Leadership, Motivation , Languages, personality development ,profession ,Culture etc) They will be covering Number of higher educational institutes/universities/Schools covered in the project
4. Interns have to design and develop session contents and materials. The delivery method should be innovative and energetic.Making presentations about culture and modern life of different countries. Presentations on social important and morals questions.
5. There will be 4 events(Green day, Leadership Development Campaign,Global Village and Youth Empowerment day which need to be facilitated and organized by the interns. At the events interns are expected to perform in various ways to make events success
6. At the end of the program, exchange participant will fill a survey about the experience and program. Participant will prepare some documents about the program in the end. They need to make a Project report and video which has these elements (Personal Development, Impact Created , Internship Job Role , Pictures etc)
+Environment
1. Induction Seminar to educate the interns about Environment, understand the country’s reality with respect to environment,measure being taken in the country , brainstorming and learning how to be communicate better during the internship.
2. Market research about involving corporates in the project and determining market requirements for implementation of the project. To think of new ways in which the problems associated with sustainable development can be reduced .Create a survey and work on its report with stakeholders.
3. Leading and planning the implementation of the project and following up with corporates implementing the project.Also creating a strategic plan of direction for Fund raising , presentation , Campaigns and causing mass awareness.
4. Interns with their knowledge partners will develop and deliver presentations, sessions and talks for different student groups/universities and communities in general.
5. The intern is going to conduct activities and workshops related to Global Warming Prevention / Saving the environment.The intern is going to teach the students about the various Environmental Issues in their Home Country and also bring new ideas that they can suggest to the students/families and community.
6. There will be a few events(Green day , Other Events) which need to be facilitated and organized by the interns. Successfully spreading awareness amongst the youth and families about the isses.
7. At the end of the program, exchange participant will fill a survey about the experience and program. Participant will prepare some documents about the program in the end. They need to make a Project report and video which has these elements (Personal Development, Impact Created , Internship Job Role , Pictures etc)
+Entrepreneurship
1. Induction Seminar to educate the interns around Entrepreneurship(data, trends,mentality), understand the country’s Youth/Entrepreneurs and learning how to be communicate better during the internship.
2. Intern is suppose to do research, developing strategy and creation of educational workshops for youth and the resources focus on: youth leadership and social entrepreneurship. During each workshop interns will have to present their international point of view of the daily topic.
3. The objective is to spread awareness about entrepreneurship Issue among the youth through delivering trainings sessions to Youth/Prospective Entrepreneurs. It will allow students/entrepreneurs to study, analyse and celebrate successful entrepreneurs locally and globally.
4. Delivering basic crash course on: marketing, business plan, business model, loan application/ fund raising for interested applicants.
5. Looking for beneficial partnerships with Universities,schools,banks and Company’s.
6. Launching the "business plan challenge" for the action orientated project, to attract applicants.
The interns will be responsibles for the communications of the project through the creation of the video (first,during ,after the events) ,posters and the blog.
7. At the end of the program, exchange participant will fill a survey about the experience and program. Participant will prepare some documents about the program in the end. They need to make a Project report and video which has these elements (Personal Development, Impact Created , Internship Job Role, Pictures etc)
+Cultural Education
1. At the beginning of the internship, the EPs will have an orientation training (could include cultural norms & facts, workspace rules & conditions, basic job orientation, expectation setting for both side) with help of some NGO or the TN taker. That helps to raise up their understanding local culture and make their work easier.
2. After orientation training, Interns need to review the project plan and make their own contribution by planning and designing various activities; especially to create interactive environments which both cultures can interact.
3. Interns should develop training / interaction materials which serves to create a better understanding of stated culture. The information shared should help to break common stereotypes and stimulate audience to learn more about stated culture.
4. Interns will deliver interactive events / presentations / activities to share their own culture. Audience could be from a homogenous background or different demographic background. Interactivitiy is a must.
5. Intern will be provided some opportunities where he/she can observe the domestic culture in the daily life. It could be an event, a family dinner or accommodation, a workshop with participants from different demographic background. That workshops will demonstrate different aspects of domestic culture, positive and negative.
6. To conclude the program, interns will prepare a project report where project impact, individiual development, stakeholder benefits, Start/Stop/Continue’s are clearly mentioned.
+Rural Development
1. Project aims to raise awareness on a specific issue in a specific region. In the first period, intern will make a research about specific issue and regional realities (about issue and general). At the end of the research, a presentation / report will be prepared.
2. Following the initial report, possible activities will be defined to reach the purpose. Those activities’ main purpose will be to raise awareness around the issue. Besides activities, possible institutions will be listed for collaboration on activities.
3. Interns will design and prepare necessary materials / infrastructure / other arrangements for activities. Moreover, interns will contact and invite institutions to participate activities with local entities help.
4. Besides awareness activities, intern will organize activities with direct results; water sanitation, building infrastructure, aid delivery etc.
5. To sustain visibility and positioning of activities and enlarge the impact, PR activities will be arranged by interns, such as inviting media representatives, conducting media releases etc.
6. A formal report will be composed to be presented to government authorities and project stakeholders. The report will clearly demonstrate the impact project created on specific issue in the region.a
+Child Rights
1. Intern will work in ‘NGO’ that strives to reduce child abuse on national scale. Intern will help daily operations of NGO.
2. The intern must use recreational and educational methods, group dynamics, games, plays & artistic activities in order to adapt the teaching of the subjects to the children's age
3. Monitor the daily routine of the children planning and developing new educational activities and also follow the regular activities of the institution, listed in the space below; didactic games, handicrafts, painting, performing arts, reading & storytelling, modeling clay,recycled toys, ecumenical moment/reflection & thanksgiving.
4. Interns will take part in home visits to children and analyze the living conditions among others.
5. Help promoting and raising funds for the NGO to provide a better study environment and teaching materials for kids to learn more.
6. At the end of the program, exchange participant will fill a survey about the experience and program. Participant will prepare some documents about the program in the end. They need to make a Project report and video which has these elements (Personal Development, Impact Created , Internship Job Role , Pictures etc)
+Marketing
1. Designing organization’s logo’s, corporate image, product protfolio’s.
2. Responsible for positioning, raising awareness on social networking (web 2.0) the activities.
3. Works with crew of organizations to improve market share.
4.Required to engage in Promotional Marketing, General Sales, Lead Generation and outsourcing / required to explore telemarketing opportunities available to enhance sales, marketing studies and research of target groups.
5. Identification of Potential New Customers and retention of existing customers in the database
6.Establishing Contacts via Phone/Email with Potential Business-Partners as well as follow-ups.
7.Customer service relationship is expected to improve during your the period here. So, * Intern will be required to take up a position as a customer service representative on some occasions.
8.Keeping of customer database and maintaining such to ensure all customer data are up to date.
9.Building material for cultural activities and programs/projects.
+HIV/AIDS
1.The intern will be communicating with People Living with HIV (PLHIV) and engaging them with their environment.
2.Must have a strong sense of motivation and also education to enable PLHIV to stick to their drugs.
3.Helping to raise funds for those who are cant raise a decent meal a day through innovative ways, working together for effective creativity.
4.Deliver trainings and workshops to secondary school audience,students and children with disabilities on the topics of the project: HIV, AIDS, sexually transmitted diseases,abortions,trafficking,harmfulness of cigarettes use, and giving first aid.
5.Must prepare presentation how his country is solving these problems: HIV/AIDS, sexually transmitted diseases,abortions,trafficking..
6.Collaboration with OC team and create the follow-up activities of the project
7.Participation at all the activities related with promotion of the project in the local environment, working with the PR team of LC and also participate in all activities of LC.
8.Organization of events of the project at the local level and to organize and deliver the final and closing up events.
9.Be a facilitator for high school students in several roadshow that aimed to prevent the spread of HIV/AIDS.
+Health Awareness
1. Intern will organize a blood donation camp and all preparations and organization for the same will be done by the intern.
2.Giving general healthcare sessions in affiliated colleges with special emphasis on the detrimental effects of smoking, excess alcohol consumption and drugs.
3. Will also be organizing a free dental check up event and sessions on oral healthcare.
4. Will give a session on basic first aid training in affiliated colleges.
5. Explaining various conditions caused to due to smoking, excess alcohol consumption and drugs at the museum of anatomy and physiology
6.Intern will take part in LC events and activities which occur during the period of the internship.
7.Constant support to psychologists working in the NGO.
8. General support to NGO and especially in the projects in relation to the people who need it. / Providing help to people who approach the NGO during their treatment
9. Collaboration with the NGO - create an enabling environment for the ones who approach NGOs
+Health Awareness
10.Making the project the answer to the issue of hunger and poor nutrition (examples) by following a two-phase approach combining farming and nutrition for food sustainability and better health. Through this project the interns are expected to be willing to do outdoor work and interact with communities and local for both farming and nutrition activities.
11. Training -
SKILLS TRAINING: In order to equip them with the necessary skills for the project, the trainees will undergo training sessions from a learning partner.
FARMING: Trainees will set up small vegetable gardens in communities. They will overlook the garden’s initial set-up and teach the communities how to maintain the garden.
NUTRITION: Trainees will give good health and proper nutrition sessions to various audiences.INTERACTION: The trainees will interact with learning partners and communities in order to
develop the necessary skills and to get a better understanding of the country’s culture.
+Actions and Recommendations
Sample Job Role Creation for the 9 Issues Success of a Project Project Framework Roles and Responsibility of TN Taker, Sending Entity,
Hosting Entity and EP. Value Proposition of TN Taker, Sending Entity, Home
Entity and EP.
SUCCESS DEFINITION OF GCDP PROJECTS
+Youth Development & Leadership # of activities / presentations delivered # of prospective leaders involved # of event participants Media visibility through events Participant survey analysis Submission of final project report
Environment # of corporates / institutions involved # of awareness activities delivered Approximate # of individuals reached through activities Media visibility through events Submission of final project report
+Entrepreneurship Submission of research report # of courses delivered on defined topics # of young/prospective entrepreneurs reached # of business plans submitted Submission of final project report
Cultural Education # of interactive events delivered # of daily life activities involved Submission of final project report
+Child Rights # of activities delivered # of children involved # of home visits Amount of funds raised Submission of final project report
Marketing Amount of revenues / funds raised Completion of corporate image design/renovation # of leads contacted # of customer cases managed # of material developed for cultural activities Submission of final project report
+HIV/AIDS # of HIV + individuals involved Amount of funds raised Workshops / activities delivered to prospective patients # of events organized # of media visibility Submission of final project report
Health Awareness # of individuals participated do donation camps / check-ups
etc. # of activities delivered # of public events organized # of individuals reached through public events Media visibility Submission of final project report
+Rural Development Submission of initial research report # of institutions / corporates involved # of awareness activities organized # of individuals reached # of direct activities involved # of media visibility Submission of final project report
CLARITY ON VALUE CREATION AND
RESPONSIBILITIES
+Value Proposition - EP Professional preparation conference leading to personal and professional
development
Skills development: • Presentation skills • Facilitating and training experience • Making research, dealing with information • Ability to work in international team • Communication skills • Project management
You get a chance to develop leadership skills , interaction with students/people of the country during sessions and events ,make new friends , learn a new language and live an independent life in a foreign country.
Realization of various issues in the world and possible solutions for the same which can be further implemented in the hosting country as well your own country.
Learning about the country culture and experiencing its heritage.
Contact with the project’s partners (NGOs, companies, media) and Networking with AIESECers and other students.
AIESEC involvement: attending conferences, delivering trainings, gaining experience in your hosting AIESEC Local committee etc. (this depends on your previous AIESEC experience)
Get certificate from the internship from the NGO,Learning partners and Hosting Local Committee.
+Value Proposition - TN Taker Knowledge on the current situation of the country with respect to the issue
intern will work on(Research , data ,analysis) and get an international perspective to the NGP/School.
Help them with evolving their processes, training models and help them improve the culture at large.
Minimum of Training/education/awareness(say 30) delivered to public/students at large and supporting the project to contribute to the issue they are addressing.
Impact on the society/ people addressed in the issue of the country.
Raising Funds of (eg 500$) for the event or issue.
Successful Events with huge media presence by the end of the internship.
Increase in the number of applications and more interest group created by the trainee.
+Value Proposition - Hosting EntityHosting LC -
Interns prepared for the Project, come with the right expectation setting , know what they have to do , do not create trouble for the hosting entity , have a Positive attitude and want to create impact on the society.
Clients delivered properly as trainees contribute to the event. Helps the LC to create positive impact on the society through the interns. Helps them with activities in the Local Committee(GV, Recruitment, EP TLs ,
Events etc) CEEDs/Business Development Managers for the SE and HE.
Membership -
Meeting Interns from a country and getting a global perspective. Making friends from different country , learn new language , exchange ideas , get a global team experience.
Inner Motivation for members when they see these interns create impact. They realize the impact of AIESEC and also realize that whatever they are working for makes sense. It makes them believe in the organization.
Members get a deeper understanding of the issue and helps them become change agents.
+Value Proposition - Sending EntitySending LC -
Good Experience of the EP as the Hosting Entity does proper delivery and project has good job role.
Help in improving IXP as EPs can be reintegrated. Showcasing the EP’s Experience to build a better brand(marketing) and deliver
more experiences. Showcasing the membership the growth a exchange provides to a person,
making the membership believe in our core work even more. Helps the LC in creating change agents who impact the society by addressing
issues in other countries. The SE can use the EPs to initiate similar projects in their entity and create
impact and deliver more such experiences. The EP can be the country’s brand ambassador and also create partnerships if
they have relevant work experience.
Membership -
Membership hear the internship stories from the EP’s and motivates them to go for an exchange,
Members starts believing in our core product i.e Exchange. They get a chance to work with EPs helping them to learn facilitation , training
and leadership skills. It also makes them more aware when they help preparing the EPs for the project and issue.
When they deliver OPS , Webinars it helps them become more confident and smart.
JD CREATION FRAMEWORK
+Flow/Agenda
Objective:
“Improvement and standardization of Job Descriptions in Global Level. For that was created a strategic framework for all levels (LC-MC) in how to implement this topic, step-by-step.”
It follows this logic: each point is explained by a number in each topic
+GCDP JDs Creation Framework
Close
Construct
Implement
Control
Design
Job descriptions creation / Expectations alignment
Initiate
+Initiate
1 - Demand from organization for the period
2 - Supply alignment from AIESEC side
3 - Students and market information from both sides
4 - About company
5 - About AIESEC
6 - Project description
7 - Resources for define and baseline
8 - Contract signature
9 - Define governance
10 - Initiation and approval
Steps
1 - Check the needs from your possible client
2 - Understanding from TN Taker side our students market, what we can provide - Do not sell randomly
3 - As above
4 - Know your customer segment to do the approach. See website at least
5 - Explaination about the organization
6 - In this point you need to have your proposal printed to sell, or at least have emailed before
7 - Check possibilities concerning number os interns to come
8 - Bureaucratic step to do
9 - Here you will explain about responsibles during the project
10 - Execution
Responsibles:
1 - TN Taker
2 - LC
3 - TN Taker / LC
4 - LC
5 - LC
6 - Both sides
7 - TN Taker / LC
8 - TN Taker / LC
9 TN Taker
+Job descriptions creation / Expectations alignmentSteps1 - Definition with organization
2 - Here the entity will define minimum
3 - Step-by-step
4 - During selling, LCs talk about proposal of each project (if it is more than one and show possibilities)
5 - Obligations from AIESEC side to clarify with partner
6 - Obligations from TN Taker side to clarify its participation
7 - Checkpoint about workspace (example: Computer/Internet)
8 - Example: Team work, entrepreneurship, open mindness
9 - In this regard LC can take doubts from TN Taker side concerning type of student, background. Same way for the student concerning the organization
1 - Department in which the intern will work
2 - Monthly, weekly, daily activities to be done/Performed
3 - Clear instructions
4 - Events/Output expected from the Project
5 - Support from host entity / sending entity
6 - Support from organization/companies/schools/NGOs (hosting)
7 - Work conditions
8 - Learning points during exchange
9 - Additional information about candidate/TN Taker
Responsibles:
1 - TN Taker
2 - TN Taker
3 - TN Taker
4 - LC
5 - LC
6 - LC
7 - TN Taker
8 - TN Taker / LC
9 - TN Taker / LC
+Job descriptions creation / Expectations alignment
Steps
10 - Obligations from each side before arrival. TN (JDs/Benefits/MoS/Details of working conditions), EP (What to bring/participation), OGX (Integration/Re-Integration/Ambassador role/Behaviours expected), ICX (Booklets/Wikis for pre-alignment and what to expect concerning the country/duration/timeline/benefits)
11 - Definition of responsible with TN Taker and Team Leader at AIESEC (LC Level)
12 - Timeline definition
13 - As explained in item about expectations
14 - During project identify problems occurred within both sides (ICX, OGX, EP and TN Taker)
15 - Show clearly the benefits
16 - Set clearly if it is needed to pay an additional fee/tax to not see surprises during process
17 - Explain in booklet/wiki of reception
18 - ICX Responsibility according to local reality
10 -Expectation alignment with TN Taker / EPs / OGX / ICX
11 - Team definition / Responsibles in each organization for final delivery
12 - Define Project plan with clear deadlines
13 - Preparation required from both sides (EPs/TN Takers)
14 - Identify gaps
15 - Benefits (Meals, accomodation (university dorms/hosting/hostels), transport
16 - TN FEE Alignment (check if it is needed to pay something else)
17 - Project needs (If it is needed to bring different kinds of clothes, laptop, anything from home country, presentations)
18 - Mentoring plan / EP guardian / other needs concerning this
Responsibles:
10 - LC
11 - LC
12 - LC
13 - LC
14 - LC
15 - TN Taker / LC
16 - TN Taker / LC
17 - TN Taker / LC
18 - LC
+Design
Steps
1 - After gaps analysis OC Team (or howhever you want to call it) can plan next steps for next wave while project is running
1 - Design of future state (while project is running)
Responsible:
1 - LC
+ConstructSteps
1 - Basic contract responsibility with LC
2 - Regards contract
3 - Evaluations/IDs/Contracts
4 - Framework of trainings
5 - How to do presentations / Behaviour within the organization (if it is school, NGO, foundations and so on)
1 - Document process
2 - Document roles and responsibles
3 - Complete bureaucratic documents
4 - Develop template for 1st interaction with interns
5 - Develop training model
Responsible:
1-5 LC
+Implement
Steps
1 - Execution
2 - First assesment with TN Taker and other stakeholders
3 - Follow up by TN Taker and team responsible at LC Level
4 - Responsibility from Local Office
1 - Training execution
2 - Customer acceptance and follow up
3 - Launch / 1st day of project
4 - Complete activities (guardian/mentorship)
Responsible:
1 - LC
2 - TN Taker / LC
3 - TN Taker / LC
4 - LC
+Control
Steps
1 - At least once a week or every 15 days LC should keep in touch with TN Taker to see Interns evolution
1 - Keep follow up with organization (NGOs/Schools/Companies)
Responsible:
1 - LC
+Close
Steps
1 - This must be done with TN Taker (and other stakeholders (students for example)), interns and team responsible)
2 - Create report for next wave work in a better way with complete info
1 - Request with TN Taker and involved individuals about closure survey
2 - Close project
Responsible:
1 - LC
2 - TN Taker / LC
+AIESEC International
GCDP Strategic Meeting Istanbul, Turkey
+Creating Promoters by Project Better Management 2
PROJECT MANAGEMENT FRAMEWORK
+Project Management Framework PMF is a tool where any project can be based on. Which
ensures all requirements of a project attached with the customer needs.
+Why PMF
EPs feedback based on NPS no common project management framework within the
network structured way to create promoters PMF based on customer needs
+PMF
Project definition
Project flow
+Project definition
Project is a temporary effort taken to create an exclusive product, service or result.
+Project characteristics
Clear purpose Addressed to an issue Limited in time and resources Can be assessed Stages based not AIESEC based
+Example
ProFFuture: http://tinyurl.com/beptloh Details: Valeriia, AIESEC Ukraine MC VP IC GCDP:
valeriia.kulko@aiesec.net Gira Mundo: http://tinyurl.com/a6ytpx6 Details: Washington, AIESEC Brazil MC VP IC
GCDP: washington.ricardo@aiesec.net
+Project flowInitiation
Planning
Organization
Realization
Evaluation
+Initiation
Issue definition
Social relevance
Organizational
relevance
Personal relevance
Resources analysis
Trial project
+Planning
Why? Burning points (Checking list) Tools Canvas template
Vision & Goals (MoSes)
Timeline (Gantt chart)
Communication plan Resources
Budgeting Stakeholders engagement
Principles of quality
Job Description
planning
+Organization
Team selection
Team management Indicators
Pre-RE timeline
implementation
Project tracking
+Realization
Follow upAlignment
with interns
Alignment with
externalsQuality control
+Evaluation
Quality control Feedback Reports
ShowcasingMoSes
achievement
Transition package
RESOLVING CUSTOMER NEEDS
IN PROJECT DELIVERY
+
GTK @
Application
Acceptance policies
Pre-matching
MatchingVisa/
delivery/preparatio
n
Realization Follow up
Evaluation
Re-integration
Project focused on a customer
experience
+Matching
SEMA support
Documents manageme
nt
HEDocuments manageme
nt
Pre-arrival alignment
Interview process
+EP isn't aware about X conditions and details Pre-meeting before arrival with HE Online self-preparation for project Weekly communication Alignment of logistical support
+Example
Skype chat between EP and TNM/OCP/OC/VP Trainings development based on project program Weekly newsletter for EPs with updates about project
preparation/info to know Logistics info delivery via online meeting/booklet
about: accommodation; arrival preparation; legal/visa info; BUDDY
+Realization & follow up
SECultural
preparation
Quality checking
Problems solving
HEAlignment
of JDQuality
checkingProblems solving
Logistics
Services
Preparation
Constant contacts
Tracking
+Connection between EP and HE Physical responsibilities clarification Content/agenda finalization Weekly satisfaction checking Logistical support tracking
+Example
Physical meeting with OCP/OC/VP/BUDDY with final rights & responsibilities clarification
Combination of content developed by EP with project realization flow
Questionnaire/meeting with EP evaluating satisfaction level
Based on evaluation, action steps aimed at logistical support development
+Evaluation
SENPS
Documents manageme
nt
HEProject results
tracking
Feedback
Reports
Showcasing
NPS
+Self-reflection about impact & relevance (by intern)
Report in the end of the project Showcasing Evaluation of the project success
+Example
EP fills in template of report with personal evaluation of the project realization
EP records a video about internship in entity EP is testing participants before project starts and
when it’s finished, analysing progress and personal impact in the project
+
EPs’ awareness
Connection between parties
EPs’ self-reflection
Promoter creating flow
+Creating Promoters by enhancing learning/leadership experience of GCDP EPs3
+WHY
Value Preposition:
“Creating a better environment to our exchange participants where they can learn and explore the possibilities in their internship.”
Addressing needs: 1,2,4,5
Actions:- EP Team Leader- Trainee Conference- LEAD for EPs- EP Micro-Experiences
+What we are doing good
Promoter Issues
Cross-cultural understanding & awareness (18%)
Personal development (16%)
Opportunity to create positive societal impact (13%)
Cultural preparation (11%)
Integration by the hosting entity (10%)
Detractor Issues
Job-description clarity and alignment (21%
Logistical support (16%)
Integration by the hosting entity (11%)
Opportunity to create positive societal impact (8%)Information provided about the GCDP programme
(6%)Support by home entity during the experience
(6%)
+HOW
GCDP Experienc
e
Cultural Unders.
Cultural Prep.
Social Impact
Integration
Personal Dev.
EP Team Leader
Trainee Conference
EP Micro Experiences
LEAD for EPs
+Concept of our strategiesPre
ExchangeDuring
ExchangePos
Exchange
Sending EntitySendin
g Entity
Hosting EntityHostin
g Entity
Extreme work
Extreme work
Extreme work
Low Responsibility
Low Responsibility
Low Responsibility
Shared Responsibilities
EP TEAM LEADER
+EP Team Leader
Objective:
Create a multicultural team where they can improve together their experience through sharing spaces and tracking of their objectives.
Why it is Important for AIESEC:
It will guarantee that our EPs are constantly motivated and satisfied with the experience we are providing, avoiding problems with the hosting entity.
Value for the participant:
A chance to lead a multicultural team to discover what they are looking for in their exchange. It is recommended for people with previous AIESEC Experience.
Duration and structure:
6 weeks or accordingly to the exchange duration. The team structure can be of a team that are, or are not working, in the same project, as you just need to guarantee they will spend the same amount of time in their internship.
Recommendation to implement the strategy:
Entities with big cooperation between themselves or any country that are working with the product.
+How to execute the strategy
The LCs need to take care about how they are going to present the experience to their interns, as the idea is not people feeling they have a “boss”.
The main purpose is creating a space where they can feel confortable on sharing their experience and selecting someone that is experienced in creating this space and collecting feedback of what the LC can improve.
Other important points to mention: We recommend the intern to arrive 1 week before their members to align expectations
with the LC; Hosting entity is going to select the person through the matching interview. Points to be
observed is past AIESEC Experience and you can select this person preparing a TLP interview and/or recommendation letter from the sending entity;
You need to clarify this role in the TN form, and we suggest some clarification as: Other details of the work condition: “You are also going to have the opportunity, if interested, in
leading a team of other AIESEC interns during your internship. We recommend people with previous AIESEC experience to apply for this role. For more details of the opportunity, check here (and put the link of the JD with the file) the manual of functions.”
MoF: http://www.myaiesec.net/content/viewfile.do?operation=fileview&contentid=10236460
+
We recommend sending entity to prepare all their interns in those specific points: How to manage a multicultural team; How to do a team building; Effective communication; AIESEC most common problems in projects and how to
solve it; Local culture and most commons cultural shocks.
We also recommend this person to be in touch with their team before coming to the internship if possible.
Sending Entity Role
+Hosting Entity
Organizing a space where the trainees can have their meeting;
Track the EP Team Leader in his activity; Guarantee the experience of the EP Team Leaders; Provide JD for the entire team; Ensure in the end of the experience a team days where
they can share and give feedback of their GCDP and TMP/TLP experience.
+Job Description
Weeks before arriving: preparation with sending entity; 1 week before the internship start:
Meeting with the responsible of hosting entity for alignment of how the program works; Understanding the main focus (satisfaction with the experience through achieving the
internship objective) and how to deal in case of complaining of their experience.
1st week: GTKEO meeting and explaining the team purpose; Defining communication channel and weekly meeting; Defining the main purpose of why they are doing the internship and what they want to
achieve in the end of it.
2nd week: Checking how was the first week of work and points to be improved; Checking what they are liking from AIESEC and the most “important” moment he had last
week; Checking if they are achieving their internship objective and if not, why. Defining activities they would like to do and transmit their wish to host entity.
+Job Description
3rd week: Checking how was the second week of work and points to be improved; Checking what they are liking from AIESEC and the most “important” moment he had last week; Review all their experience and the objective they want to achieve. Defining activities they would like to do and transmit their wish to host entity.
4th and 5th week: Checking how was the first week of work and points to be improved; Checking what they are liking from AIESEC and the most “important” moment he had last week; Checking if they are achieving their internship objective and if not, why. Defining activities they would like to do and transmit their wish to host entity.
6th week: Close the experience with the EPs; What are the most important points they learned in this experience; Achieved or not achieved the objective and why; How this team experience contributed to their exchange experience. What this experience meant in their life.
Tracking Tool Example: http://www.myaiesec.net/content/viewfile.do?operation=fileview&contentid=10236463
+
Guarantee this information will be provided in the TN form;
Guarantee the alignment in interview of EPs; Align with other countries about the strategy and you
both want at the end of it (more reintegration of EPs and quality of exchange for example);
Have a LC structure that supports this kind of activity (final responsible in the LC of the EP experiences).
Important Information
TRAINEE CONFERENCE
+Trainee ConferenceObjective:
Offering the space to interns to connect with each other and experience Global Learning Environment.
Why it is Important for AIESEC:
This conference will guarantee to AIESEC that interns have all proper information for their XP, and they will be on the same page to what they can expect from their experience.
Value for the participant:
They will share with other interns their fears and objectives of why they decided to go on exchange and also understand the impact our projects and trying to provide to the society and having tools for it.
Duration and structure:
2 days of conference and the example of agenda will be explained in the next slide.
Recommendation to implement the program:
Any entity, just to take into consideration the idea is to realize the event before the interns start their internship.
GCPs: China: http://www.myaiesec.net/content/viewwiki.do?contentid=10220485 India: http://www.myaiesec.net/content/viewwiki.do?contentid=10233291 Ukraine: http://www.myaiesec.net/content/viewwiki.do?contentid=10180593
+Implementation planBlocks of agenda:
WHY Give them understanding of value of the internship: which impact do they make into society? Into their personal development?
Recommended sessions:-I’m an impact designer (explain that they are final responsible for impact they made)
WHAT Explanation about project flow, and how it is working. Giving understanding of mechanism of project realization.
-Project explanation; -National issues Hosting entity face;-Externals talk about issues;
HOW Giving them soft skills to make experience brilliant. Prepare for challenges they might face.
- TtT seminar;- Main challenges they might face: how to gather.
+Hours Hours Session
7:00- 7:30 7:00- 7:30
7:30- 8:00 7:30- 8:00
8:00- 8:30 8:00- 8:30
8:30- 9:00 8:30- 9:00
9:00- 9:30 9:00- 9:30
9:30- 10:00 9:30- 10:00 OPENING
10:00- 10:30 10:00- 10:30
10:30- 11:00 10:30- 11:00
11:00- 11:30 11:00- 11:30
11:30- 12:00 11:30- 12:00
12:00- 12:30 12:00- 12:30
12:30- 1:00 12:30- 1:00
1:00- 1:30 1:00- 1:30
1:30- 2:00 1:30- 2:00
2:00- 2:30 2:00- 2:30
2:30- 3:00 2:30- 3:00
3:00- 3:30 3:00- 3:30
3:30- 4:00 3:30- 4:00
4:00- 4:30 4:00- 4:30
4:30- 5:00 4:30- 5:00
5:00- 5:30 5:00- 5:30
5:30- 6:00 5:30- 6:00 CLOSING
6:00- 6:30 6:00- 6:30
6:30- 7:00 6:30- 7:00
7:00- 7:30 7:00- 7:30
7:30- 8:00 7:30- 8:00
8:00- 8:30 8:00- 8:30
8:30- 9:00 8:30- 9:00
9:00- 2:00 9:00- 9:30
Soft Skills training (external faci)
GTK Myself and defining my exchange goal
FREE TIME
BREAKFAST
LUNCH
OPENING
Global Village
Our GCDP projects
Cultural Shocks and how to deal with it
Understanding GCDP impact
Issues Information (external faci)
BREAK
CLOSING
Check In
DINNER
DAY 2
AIESEC experience and its finalpurpose
Living the @XP
It's up to you!
LUNCH
DAY 1Session
Travel Back Home!
+General recommendations: Common date of realization of our project in our peaks: LCs need to
align the realization date in order to the conference be realized in before every trainee start their projects;
Fee covered or partly covered by TN fees; Starting organizing event at least 2 month before; Facis: MC VP X, LCP, LC VPs and/or returnees and CEEDers; External facilitators for topics about issues and/or soft skills; Global village at the end of the conference to get:
a) Value for the conference (can be sold as positioning event for companies);
b) Decrease the fee price of interns.
+Extra benefits if you are making TC: Intern see your professionalism in taking care of XP; Avoiding of any problems interns may cause by bad
alignment; Positioning in AIESEC entity in AIESEC network of good
quality of Exchange; One more valuable event to sell on National level; LCs assure high quality service to intern they matched.
EP MICRO-XPs
+EP Micro ExperiencesObjective:
Involve the intern in LCs activities in order to integrate them into LCs reality and being aware of the social impact AIESEC cause in society.
Why it is Important for AIESEC:
It will guarantee that our EPs have a deeper understanding of AIESEC work and impact.
Value for the participant:
Being in contact of other AIESEC opportunities and having other practical ways to learn about cross cultural leadership.
Duration and structure:
The duration is very flexible and it will be accordingly to interns workload in their GCDP Projects, and the structure can be defined by the LCs.
Recommendation to implement the strategy:
We recommend this strategy for LCs that are running GCDP projects of less than 40 hours a week.
Example of how to build the JDs:
http://www.myaiesec.net/content/viewfile.do?operation=fileview&contentid=10236466
+How to execute the strategy
The LCs need to first have a clear understanding about LCs need and works a trainee could do.
We recommend that in the matching interview align those expectations about the opportunities the LC is going to offer to the intern, but we do not recommend to incentive the intern to take the opportunity before starting his project.
The idea is the intern to feel his work routine and to see if it is possible or not (and also if he wants or not) to take part of LCs strategies.
We will recommend some JDs the trainees could work in, but do not limited yourself to those. Just keep in mind the main idea of this micro experience is to integrate the trainee into LCs activity and a deeper understand about AIESEC’s impact, so make sure this activity will promote it.
+Example of Job Descriptions
Global Village: being involved in the organization and/or participating in a Global Village event for AIESEC positioning with different kind of organizations. Trainees role: showing their culture through presentations and typical activities. MoS: # people attended the event, # of people interested in taking ELD program, # organizations that
supported the event.
Recruitment: delivering speeches during recruitment about his experience to have a more tangible experience to people that are interested. Trainees role: align his speech with LC, focusing how this experience contributed to his development
and leadership learning. MoS: # people attended the event, # of people interested in taking ELD program.
Incoming Sales meeting: attend to LCs sales meeting to share about his experience and how he is contributing to the project he is developing. Trainees role: prepare arguments to show the possible TN Taker that worth to take an AIESEC project
for both sides. MoS: Organization taking the AIESEC project.
Showcasing: working together with the marketing and incoming area of the LC to structure the showcasing of the GCDP projects. Trainees role: document his own work in the organization taking pictures and creating a report about
the results achieved and measurable changes. MoS: Report done, Organization Re-raising the project.
+Final Recommendation
Be sure that every activity you chose, the intern knows the expected result;
Try to show him what are the skills he is developing and learning through the activity;
Do not forget to mention also what is the leadership behind this role he accepted;
One of the best ways to measure the impact of the micro experience is the reintegration of this intern as a member in his LC, so try to connect this strategy with the sending entity.
LEAD FOR EPs
+LEAD for EPsObjective:
Create a platform to reflect on what leadership is, to explore leadership potential of each single participant, to create a platform for self reflection.
Why it is Important for AIESEC:
It’ll create more change agents, and it’ll part of re-integration.
Value for the participant:
Life changing experience should be packed and it’ll create a possibility to explore and develop their leadership potential.
Duration and structure:
There are 3 parts, LEAD will start on OPS, one LEAD seminar in the middle of internship, and final part should be run on re-integration seminar to give an opportunity on reflection of experience they get and leadership they discovered in themselves.
Recommendation to implement the strategy:
Entities with cooperation should discuss common agenda and flow.
+Function of LEAD in another perspective
Outer-Journey (GCDP
Experience)
Inner-Journey (LEAD Experience)
Living a powerful exchange experience develops Strong Leadership.
+How to execute the strategyThe LCs need to remember that AIESEC is a platform for young people to explore and develop their leadership potential. It’ll influence a lot on personal development of Exchange Participants.
The main purpose is creating a platform to reflect what leadership is, and how it is correlate with themselves.
We strongly recommend to implement for this kind of Entities:- Those who has country partners;- OPS, re-integration seminars are already implemented;- Have good leadership culture, to develop LEAD block.
+Implementation plan
Expected Outcome:Exchange participants understanding the importance of self discovery for a better leadership journey and with a clear understanding of his next steps.
Introspection What is leadership? Should I start leadership journey? How it’ll influence my life?
Selfreflection and values What changed? How it’ll influence my further impact creation? Is it enough for personal development, or I want take more?
GROWTH What is further? What is leadership? How will it help me in further life?
1.Introspection
2.Selfreflection, values3.GROWTH
+Implementation plan
13.00-13.30 13.00-13.3013.30-14.00 13.30-14.0014.00-14.30 14.00-14.3014.30-15.00 14.30-15.0015.00-15.30 15.00-15.3015.30-16.00 15.30-16.0016.00-16.30 16.00-16.3016.30-17.00 16.30-17.00
LEAD Introspection - Sending Entity
What is leadership
My Leaderhip journey and it's reasons
13.00-13.30 13.00-13.30
13.30-14.00 13.30-14.0014.00-14.30 14.00-14.3014.30-15.00 14.30-15.0015.00-15.30 15.00-15.3015.30-16.00 15.30-16.0016.00-16.30 16.00-16.3016.30-17.00 16.30-17.00
LEAD Selfreflection - Hosting Entity
Who am I now?
My personal values
Where I want to be?
13.00-13.30 13.00-13.30
13.30-14.00 13.30-14.0014.00-14.30 14.00-14.3014.30-15.00 14.30-15.0015.00-15.30 15.00-15.3015.30-16.00 15.30-16.0016.00-16.30 16.00-16.3016.30-17.00 16.30-17.00
LEAD GROWTH - Sending Entity
Leader I am
Who I want to be?
Me and others
+
GENERAL TIPS
+Platform for EPs interactionValue proposition: offering the space to interns to
connect with each other and AIESEC Entity
Why it is important for AIESEC: this group will guarantee the quality of delivered experience and fast reaction in solving problems.
Why it is important for trainee: this is an opportunity to connect with interns around the country, share experiences and cultural shocks and be informed of what is happening in other exchanges.
+General recommendations: National Facebook Group for interns sharing their experience;
Example:Colombia: https://www.facebook.com/groups/186871381397483/?fref=tsUkraine: https://www.facebook.com/groups/147788771939081/?fref=tsConnection between MC VP and interns for checking their experience;Weekly updates from MC/NST about important topics as NPS, events in the country, etc.
+EP Guide from sending and Hosting EntityValue proposition: creating a document where the trainee
can find information about procedures in their internship.
Why it is important for AIESEC: this document will guarantee a better alignment of what they can expect to find in their exchange and what to do in case of any problem.
Why it is important for trainee: the trainee will go with the right expectation, with a clear idea of what they can and cannot find in their internship, avoiding frustration.
GCPs:
UK: http://www.myaiesec.net/content/viewwiki.do?contentid=10205741
http://www.myaiesec.net/content/viewwiki.do?contentid=10215754
+General recommendations: Hosting Entity Reception Booklet:
History of LCs and city; Price of basic expanses; Main cultural shocks they can face; How to use transportation; What to do in case of problems/emergency; What to do in case of problems in their projects; Visa information.
Sending Entity EP Guide: History of LC; Matching process and how to match; Insurance information; How to be an ambassador of the country; How to deal in emergency situations; XPP main polices you need to know; What is and what is not AIESEC obligation (both of sending and hosting
entity).
+Creating promoters by customer feedback and resolving system for constant communication with our customers4
+WHY
AIESEC network needs to have a real-time customer feedbacks in order to understand how much they recommend their experience with AIESEC
Customers raised the concern that they can’t get in touch with AIESECers if they have a question or concern
Customers raised the concern that they don’t get response and solution for their problems. This leads to bad experience and ignorance from the customer
AIESEC network needs to drive positive behaviors in the network in order to enhance the customer experience
Real-tim Customer Feedback
Instant Communication & Support
with the Customer
Fast Complaint Resolution
Driving Positive
Behaviors
+HOW
COLLECT FEEDBACK
RESPOND TO NEEDS
DRIVE BEHAVIOR
S
+Key findings, actions (What?)Local Level
Quality Manager
National Level
Implementation of National Control Board
Global Level
Leveraging NPS Usage
1. Personal Level: between EP and TN, EP Manager or TN Manager2. Local Level: Sending LCVP – Hosting LCPV interaction3. National Level: Sending MCVP – Hosting MCVP + National Control
Boards4. Global Level: ICB Case solving procedure
+Examples/GCPs – AIESEC in India Local Quality Manager: LCVP ICX or OGX National Control Board:
Chaired by MCVP 3 LCPs 1 NST Taks: resolve complaints coming from NPS and quality board
email ID by Local Quality Managers Accessibility: email ID is communicated for all the Eps by
email, newsletter, wiki
Ranking LCs based on NPS score Losing LC membership from 2 ICB National RnR: 50% quantity measures, 50% quality
measures
+Examples/GCPs – AIESEC in Russia National Quality Form National Control Board
2 LCPs 4 LCVPs Mostly for ICX
+Examples/GCPs – AIESEC in Russia National Audit System
Quarterly survey for EPs, Trainees, TNs Success criteria: 67% Connected with LC membership criteria
SONA: (~SOGA at national level) National tracking system Periodicity: Monthly Not just for information gathering but for qaulity tracking
National Control Board
+Recommendations for the network Have min. 1 local TL charged for quality control Implement national quality task force Use NPs system (global system or survey) Real-time complaint resolution aligned
+
IMPLEMENTATION PLAN
Drag picture to placeholder or click icon to add
Drag picture to placeholder or click icon to add
+HOW TO IMPLEMENT?
COUNTRY PARTNERSHIP
REVIEWTRACKING THE
PROCESS
COMMUNICATION WITH THE NETWORK
+1. COUNTRY PARTNERSHIP REVIEW
Current Operations with the 4 strategies for better GCDP
Delivery
What is missing?
What to connect?
How to improve?
Defining the progress of the current operations and adjusting to the recommendation based on the strategies.
+2. TRACKING THE PROCESS
• Clear timeline and responsibility (deadlines, PiC)
• Clear expected result
• Reporting of the process
Common tracking center*
• Building the right communication center between country partners
• Ex: facebook group (most common), Podio
Communication center
Define what each entity needs to do based on the strategy
*Through online spreadsheet
+2. COMMUNICATION TO THE NETWORK
INFORM
• Newsletters (Global, MCP, Exchangers, etc)
• Wiki• GCPs from
the network
EDUCATE
• Webinars• Coaching
Visits by AI
DELIVER STRATEGY
• Coaching Visits
• Regional Boards
• Conferences and meetings (National Conference, Sub regional, transition camps)
Defining how the network will be aware of the “WHY”, “HOW”, WHAT” of the strategies