iGIP capacity for Quality Delivery
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iGIP capacity for Quality Delivery

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  • What to cover for capacity: different LC scales, role of middle management

iGIP capacity for Quality Delivery iGIP capacity for Quality Delivery Presentation Transcript

  • Role of HOST ENTITY in GIP Ensuring AIESEC Support to EP including accommodation, support, logistics, travel etc! JD Alignment between EP and the company along with the right expectation setting Effective Integration of EP into the city, culture etc!
  • WHY? Right number of People to Deliver high volume QUALITY Experiences Clear JD and KPI for members working on delivery Growing in Exchange means we NEED to have enough People to MANAGE experiences for high quality. This is the most important!
  • HOW? STEP 1: Plan for Capacity for Quality STEP 2: Structure, JD and KPI in different LC Volumes in iGIP
  • STEP 1: Plan for Capacity for Summer Use the TM Planning tool to plan
  • STEP 1: Plan for Capacity for Summer Here enter number of interns/EPs one member can deliver Eg: 1 member – 3 EPs
  • STEP 1: Plan for Capacity for Summer That number from slide 2 will multiply with Re goal you enter for the quarter so you know how many members are needed for delivery in each programme
  • STEP 2: Create structures for quality delivery Structures by Volume of Realizations the LC does Customize your structures for the fruit peak if needed
  • STEP 2: An LC that has planned between 0-15 in 2014 Number of members: Depends on Realization goal and efficiency (from planning framework) Job Description: • Raising (from Market Research, sales, raise) • Matching (S&D analysis, matching process) • Delivery (Legal and Reception, EP Experience delivery) VP Member Member Member Member All members are doing Ra, Ma and Re
  • STEP 2: JD within the structure Recommendation: Each member is delivering to EPs he/she has matched since the LC is still at start up and does not have a HIGH VOLUME of EPs JD for Delivery 0 Supporting Eps through the match process (especially for visa) and at realization 0 Delivery through fulfilling all exchange minimums 0 Very important: Airport pick up, Logistics, Supporting Accommodation of EPs , Integration of EPs, Ensuring alignment between EP and company 0 FAST firefighting on NPS in case of any EP issues/complaints 0 Showcasing promoter EP stories 0 Ensuring smooth payment of salary to EP from company 0 During the sales and raise process, keep in mind that members are aligning JD expectations with Company so that after the match the EP is satisfier
  • STEP 2: KPI within the structure KPI 1: For a single member - % of Promoters/Total Realizations of the member For a Team - % of Promoters/Total Realizations of the team KPI 2: Reducing/Eliminating the largest detractor issue of the LC/MC
  • STEP 2: Ideal duration of teams Makes sense for teams to be for 6 months – This gives members time to deliver the Realization effectively It is important to MAKE SURE that once the team duration ends the same members are communicating and supporting Eps and this is still part of their role In case the same members cannot continue to communicate with Eps, transition the existing Eps to new members
  • STEP 2: Ensuring high quality through transition of teams Team A is finishing their term in July end and has Realizations in June Team A needs to ensure complete delivery to Eps and that the new iGIP team is aware of their role in delivery Team B starts in July end and it is PART OF THEIR role (along with support from some people on Team A) to communicate with Eps and ensure support throughout the Eps experience
  • STEP 2: An LC that has planned between 15-40 Re in 2014 VP TL Ra&Ma Ra&Ma Deliv. TL Ra&Ma Ra&Ma Deliv. ∞ ∞  Team Leaders can be split by Industry or by Sub Product depending on your external reality  We have the same people working on Raise and Match within the structure for effective and fast account management  We have specific members only to work on EP Experience delivery so that EVERY EP has a great experience and the rest of the team can focus on account management
  • STEP 2: An LC that has planned between 15-40 Re in 2014 VP TL Ra&Ma Ra&Ma Deliv. TL Ra&Ma Ra&Ma Deliv. Compared to the structure of the start up LC, this structure has specific members for Delivery – who will work on delivering high quality experiences pre realization, during realization and post realization
  • STEP 2: JD within the structure JD of Delivery members in the team During Raising period During Matching period During Realization • Ensure clear and high quality JD in a specific product • Clear expectation setting with company about role of EP, salary and duration of internship • Visa Support (The key issue is Eps want MORE and ACCURATE information about the process and documents related to visa) • As soon as matches are confirmed start working on accommodation • By now accommodation should be confirmed and ready • Arrange for EP Pick up and integration into the LC and city • Trainee Buddy assigned for EP • Induction meeting with EP and company
  • STEP 2: JD within the structure JD of Delivery members in the team During Raising period • Ensure clear and high quality JD in a specific product • Clear expectation setting with company about role of EP, salary and duration of internship • In this structure, since the delivery members are not the ones selling there needs to be clear SYNERGY between the delivery members and Sales members to ensure sales members are doing the right expectation setting
  • STEP 2: JD within the structure JD of Delivery members in the team • In some cases members doing matching are in touch with the EP however ALL the visa support and information needs to be coordinated by delivery members so matching members can focus on more matching • It makes sense to start working on EP accommodation, rent details, contracts etc right after the match so that it is done in time for the realization. • Send Eps a detailed booklet of the city and details about accommodation so that EP is prepared During Matching period • Visa Support (The key issue is Eps want MORE and ACCURATE information about the process and documents related to visa) • As soon as matches are confirmed start working on accommodation
  • STEP 2: JD within the structure JD of Delivery members in the team Who is a trainee buddy? – An LC member (doesn’t need to be only from the iGIP team) who is responsible for meeting and communicating with the EP regularly, who support the delivery team in the EP Pick up, integration etc Having trainee buddy makes the job of a delivery team simpler and also allows members to have a great experience interacting with EPs The induction meeting with the company can be done by the sales members as well! At this stage, make sure you are firefighting fast on NPS incase EP has a comment/issue During Realization • By now accommodation should be confirmed and ready • Arrange for EP Pick up and integration into the LC and city • Trainee Buddy assigned for EP • Induction meeting with EP and company
  • STEP 2: KPI within the structure for delivery members in the team KPI 1: For a single member - % of Promoters/Total Realizations of the member KPI 2: Reducing/Eliminating the largest detractor issue of the LC/MC
  • Similar to an LC planning 15-40 Re The differences are: 1. More members needed in teams (Use TM planning framework) to be able to delivery high quality experiences 2. Involve all LC members much more for delivery at the realization stage to ensure high quality VP TL Ra&Ma Ra&Ma Deliv. TL Ra&Ma Ra&Ma Deliv. STEP 2: An LC that has planned between 40-70 Re in 2014 Structure and JD is similar to LC doing between 15-40 Re
  • VP (SP1) TL Ra TL Ma TL Delivery TL Current Account  Team split by Process of Raise, Match and Delivery because this team is high volume and requires focus on each process  The Team for Current accounts manage raise and match to ensure effective account management  There can be an added Team Leader or some more members in Current account team in case there are more current accounts  It is important that JD and MoS of members in these teams is split between Current accounts and new accounts  Delivery happens all year round – either preparing for delivery or receiving interns and supporting them hence a separate team is crucial STEP 2: An LC that has planned between 70-100 Re in 2014
  • STEP 2: JD within the structure JD of Delivery members in the delivery team During Raising period During Matching period During Realization • Ensure clear and high quality JD in a specific product • Clear expectation setting with company about role of EP, salary and duration of internship • Visa Support (The key issue is Eps want MORE and ACCURATE information about the process and documents related to visa) • As soon as matches are confirmed start working on accommodation • By now accommodation should be confirmed and ready • Arrange for EP Pick up and integration into the LC and city • Trainee Buddy assigned for EP • Induction meeting with EP and company
  • STEP 2: JD within the structure JD of Delivery members in the team During Raising period • Ensure clear and high quality JD in a specific product • Clear expectation setting with company about role of EP, salary and duration of internship • In this structure, since the delivery members are not the ones selling there needs to be clear SYNERGY between the delivery members and Sales members to ensure sales members are doing the right expectation setting
  • STEP 2: JD within the structure JD of Delivery members in the team • In some cases members doing matching are in touch with the EP however ALL the visa support and information needs to be coordinated by delivery members so matching members can focus on more matching • It makes sense to start working on EP accommodation, rent details, contracts etc right after the match so that it is done in time for the realization. • Send Eps a detailed booklet of the city and details about accommodation so that EP is prepared • Since LC is HIGH volume, start creating specific reception material etc for Entity partners and have good synergy with MC to make this happen (Align with MC) During Matching period • Visa Support (The key issue is Eps want MORE and ACCURATE information about the process and documents related to visa) • As soon as matches are confirmed start working on accommodation
  • STEP 2: JD within the structure JD of Delivery members in the delivery team Who is a trainee buddy? – An LC member (doesn’t need to be only from the iGIP team) who is responsible for meeting and communicating with the EP regularly, who support the delivery team in the EP Pick up, integration etc Having trainee buddy makes the job of a delivery team simpler and also allows members to have a great experience interacting with EPs The induction meeting with the company can be done by the sales members as well! During Realization • By now accommodation should be confirmed and ready • Arrange for EP Pick up and integration into the LC and city • Trainee Buddy assigned for EP • Induction meeting with EP and company
  • STEP 2: JD within the structure The members in the DELIVERY Team are also managing realizations of the current account team. Have enough members doing delivery in this LC structure as it is really important to have capacity to deliver to so many Eps simultaneously Teams in this structure might sometimes be between 4-6 months so make sure there is effective transition between two teams so that Eps do not lose touch with AIESEC and there is continuous support. Ensure perfect synergy between the Raising, Matching and Delivery team so that delivery is smooth and there are no communication gaps.
  • STEP 2: KPI within the structure for delivery members in the team KPI 1: For a single member - % of Promoters/Total Realizations of the member KPI 2: Reducing/Eliminating the largest detractor issue of the LC/MC
  • Job Description (TL Raising) • Coordinate the market research, segmentation and division • Process optimization from research-sales to raise • Coordinate the activities of the members • Performance review and tracking VP (SP1) TL Ra TL Ma TL Delivery TL Current Account VP TL SP2 Ra&Ma Ra&Ma Delivery TL SP3 Job Description (TL Matching) • Supply and Demand Analysis • LC to LC Partnership • Coordinate the activities of the members • Performance review and tracking Job Description (TL Delivery) Legal and Quality analysis • Coordinate the activities of the members • Performance review and tracking • Minimum quality standard delivery to EP • Ensuring EP has a great experiences and enable delivery of inner journey to EP STEP 2: An LC that has planned between 70-100 or 100-150 Re in 2014
  • STEP 2: An LC that has planned between 70-100 Re in 2014 For VP 1 Structure, JD and KPI is similar to the 70-100 LC Structure For VP 2 Structure, JD and KPI is similar to the LCs doing 15-40 and 40-70 Re