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L&D for quality experience delivery

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  • 5mins: Explain that the basic premise is…
    AIESEC experiences change young people, they challenge, stretch, develop, encourage people and that’s what we do every day in the ELD experiences we offer.
    We change young people into better leaders, through having clear values, beliefs, purpose, experience, skills and networks (inner and outer journey of every ELD experience). Into people who can make change into the future.
    And when you can take AIESEC experiences like that and deliver them all over the world, on a massive scale, that’s when you can add up all those individual life-changing experiences and realize that we are really changing the world.
    This is the beauty of 66 years of AIESEC
  • What done at IPM
  • Transcript

    • 1. Learning and Development for Quality delivery in the summer peak
    • 2. At IPM 2014, we committed to DELIVERING QUALITY EXPERIENCES
    • 3. We can deliver high quality experience ONLY if our teams know how to and are collaborative with each other to deliver
    • 4. WHY?  Every team member, team leader and LCVP is aware of why we need to deliver quality experiences  How to deliver these experiences to specific entities in GCDP and GIP  How to balance GIP and GCDP Quality  What action steps to take to make it happen  INCREASE NPS through reducing/eliminating detractors!!
    • 5. The right message/con tent To the right profile/LC At the right time What needs to happen? Through the right channel
    • 6. iGIP L&D
    • 7. Principles The right message/content Always message quality with growth or quality driving growth Quality is embedded into all stages of exchange flow (not just realized) Quality education is given to all exchange teams however every member in the entity is aware of this and wants to deliver it
    • 8. CONTENT PROFILE/TARGET POSSIBLE CHANNELS POSSIBLE TIMELINE Raising with the right JD, EP Profile and for the right countries Focus LCs for iGIP – Customize by sub product LCVPs – knowledge TLs and team members – training of how to sell Virtual trainings, GIP Newsletters and videos Weekly calls with focus LCs VPs and TLs MAY!! How to use AND measure NPS – Link it to KPI of delivery teams For LCVPs and Team Leaders of ALL LCs Virtual channels, conferences, LC Visits May Detractor issues – how to eliminate them, who is involved, what synergy is needed, what action steps to take Focus LCs for iGIP, LCVP iGIP, LCVP TM Virtual channels, LC Coaching visits, conferences May and June Quality delivery at realized stage – Accommodation, Logistics etc Same as above Same as above June and July
    • 9. CONTENT PROFILE/TARGET POSSIBLE CHANNELS POSSIBLE TIMELINE EP Integration for iGIP EPs LCVP iGIP, TL and Team members for iGIP Virtual and Physical June and July Effective AIESEC support to EP for anything to do with logistics or JD/with the company LCVP iGIP, TL iGIP Virtual and Physical June and July Visa information and support LCVP iGIP, LCVP Finance Virtual May-July iGIP side should be aware of oGIP process and how to prepare Eps virtually (As a start of EP Integration even before the realization)
    • 10. iGCDP L&D
    • 11. Principles The right message/content Always message quality with growth or quality driving growth Quality is embedded into all stages of exchange flow (not just realized) Balancing quality delivery in iGCDP and iGIP is important
    • 12. CONTENT PROFILE/TARGET POSSIBLE CHANNELS POSSIBLE TIMELINE Raising with the right JD, EP Profile and for the right countries Focus LCs for iGCDP – Customize by issue LCVPs – knowledge TLs and team members – training of how to sell Virtual trainings, Weekly calls with focus LCs VPs and TLs, conferences MAY!! If you want to do off peak realizations then also in July- Aug but only with the off peak teams in specific high volume LCs How to use AND measure NPS – Link it to KPI of delivery teams For LCVPs and Team Leaders of ALL LCs Virtual channels, conferences, LC Visits May Detractor issues – how to eliminate them, who is involved, what synergy is needed, what action steps to take Focus LCs for iGIP, LCVP iGIP, LCVP TM Virtual channels, LC Coaching visits, conferences May and June
    • 13. CONTENT PROFILE/TARGET POSSIBLE CHANNELS POSSIBLE TIMELINE Virtual preparation of Eps before realization LCVP and Team Leaders for iGCDP – should be coordinated by MC, LCVP TM Virtual May, June and July Effective AIESEC support to EP for anything to do with logistics or JD/with the company LCVP iGCDP, TL iGCDP, LCVP TM (to know how to allocate capacity) Virtual and Physical June and July Visa information and support LCVP iGCDP, LCVP Finance Virtual May-July Managing high volume iGCDP Quality along with iGIP growth in LCs LCVP iGCDP, LCVP iGIP, LCVP TM Virtual and Physical May-July (embed into exchange process) Balance GCDP GIP quality through structure, JD, KPI LCVP TM, LCVP iGIP, LCVP iGCDP Virtual and Physical May-July
    • 14. oGIP L&D
    • 15. Principles The right message/content Always message quality with growth or quality driving growth Detractor issues might seem like the come because of the host entity, but look at the OGX process to see what you can do better to reduce them There can be many common areas of working between OGX in GCDP and OGX in GIP so capitalize on it to balance the quality and growth
    • 16. CONTENT PROFILE/TARGET POSSIBLE CHANNELS POSSIBLE TIMELINE Right Raising to ensure right expectation setting (based on supply and product) LC oGIP, LCVP Marketing, TLs in both oGIP and Marketing, sales training for this to team members, LCVP TM to be aware so that JDs are aligned Virtual trainings, Weekly calls with focus LCs VPs and TLs, conferences MAY! How to use AND measure NPS – Link it to KPI of delivery teams All oGIP and Marketing teams Virtual channels, conferences, LC Visits MAY AND JUNE! Detractor issues – how to eliminate them, who is involved, what synergy is needed, what action steps to take oGIP, TM, Marketing teams to ensure there is synergy in action steps and clear understanding of each individuals role in the action steps Virtual channels, LC Coaching visits, conferences MAY!
    • 17. CONTENT PROFILE/TARGET POSSIBLE CHANNELS POSSIBLE TIMELINE Virtual preparation and communication with host entity – to ensure host entity and home entity are aligned, know about accommodation and AIESEC Support details LCVP oGIP, LCVP oGCDP, ALL oGIP and oGCDP TEAMS Virtual June and July (Once there are enough matches) Visa information and support (Especially documents) ALL OGX teams (GIP and GCDP), Marketing teams for the right promotion and expectation setting Virtual May and June EP Preparation (About culture of country, JD, internship details, insurance etc) oGIP AND oGCDP teams, LCVP TM Virtual and Physical June and July (Before realization period) Balance GCDP GIP quality through structure, JD, KPI TM, oGIP, oGCDP LCVPs and Team Leaders Virtual and Physical
    • 18. oGCDP L&D
    • 19. Principles The right message/content Always message quality with growth or quality driving growth Detractor issues might seem like the come because of the host entity, but look at the OGX process to see what you can do better to reduce them There can be many common areas of working between OGX in GCDP and OGX in GIP so capitalize on it to balance the quality and growth
    • 20. CONTENT PROFILE/TARGET POSSIBLE CHANNELS POSSIBLE TIMELINE Right Raising to ensure right expectation setting (based on supply and product) LC oGCDP, LCVP Marketing, TLs in both oGIP and Marketing, sales training for this to team members, LCVP TM to be aware so that JDs are aligned Virtual trainings, Weekly calls with focus LCs VPs and TLs, conferences Raising period is now over so this is mostly for off peak teams How to use AND measure NPS – Link it to KPI of delivery teams All oGCDP and Marketing teams Virtual channels, conferences, LC Visits MAY AND JUNE! Detractor issues – how to eliminate them, who is involved, what synergy is needed, what action steps to take oGCDP, TM, Marketing teams to ensure there is synergy in action steps and clear understanding of each individuals role in the action steps Virtual channels, LC Coaching visits, conferences MAY!
    • 21. CONTENT PROFILE/TARGET POSSIBLE CHANNELS POSSIBLE TIMELINE Virtual preparation and communication with host entity – to ensure host entity and home entity are aligned, know about accommodation and AIESEC Support details LCVP oGIP, LCVP oGCDP, ALL oGIP and oGCDP TEAMS Virtual June and July (Once there are enough matches) Visa information and support (Especially documents) ALL OGX teams (GIP and GCDP), Marketing teams for the right promotion and expectation setting Virtual May and June EP Preparation (About culture of country, JD, internship details, insurance etc) oGIP AND oGCDP teams, LCVP TM Virtual and Physical June and July (Before realization period) Balance GCDP GIP quality through structure, JD, KPI TM, oGIP, oGCDP LCVPs and Team Leaders Virtual and Physical EP Re-integration LCVP oGCDP and TM and Team Leaders for oGCDP and TM Virtual and physical May-July (since there is a process to it)
    • 22. Educate members about ALL COUNTRY partner DETAILS Synergy between TM, GIP GCDP on the MC to make it happen!Cover common solutions for icx AND ogx with both GCDP and GIP to bring the balance in delivery Implement team minimums with all delivery teams Customize to YOUR ENTITY GROWTH MODEL and focus Programmes for LCs Members LEARN BY DOING! So make it practical Tips to deliver L&D about QUALITYis
    • 23. Create a culture of CARING for OUR EPs within your membership
    • 24. 2. Attracting & Converting Members LEARN BY DOING! So make it practical
    • 25. 2. Attracting & Converting Newie Induction: - Run an entire exchange simulation during newie induction where members are raising through artificial sales meetings, matching through a live market place and actually arranging for EP Visa, Accommodation, coordinating with each other as home and host entity and Eps are filling satisfaction surveys - This will help members understand the why, how and what of quality experiences better - Make sure new members are meeting and interacting with incoming and outgoing Eps - Ensure your re-integrated Eps are a part of induction or even team leaders of new members in exchange teams!
    • 26. 2. Attracting & Converting Team Leaders: - Ensure team leaders of exchange support teams like TM and Marketing are getting the education they need along with exchange teams - Make sure team leaders are transitioning EP (ICX or OGX) information and contact etc well from one team to another at the end of the experience so this doesn’t break the experience of the EP - Educate Team Leaders through practical simulations and training as well! - Team leaders must have the feeling of care
    • 27. 2. Attracting & Converting Vice Presidents: • Run an NPS training where LCVPs are all using NPS (so they have practical understanding), identifying detractor issues and working together to eliminate them • Involve support functions as well!
    • 28. 3. Attracting & Converting Showcase members who deliver high quality EP XPs: - As often as possible, go through promoter comments on NPS and RECOGNIZE the MEMBER who was the EP or TN manager of the EP in delivering the experience - It could be more than one member involved in delivering the experience, showcase this members experience and work and incentivize the member/team as well - This will strengthen the culture of delivering quality experiences
    • 29. 4.  It is the MCs role to be aware LCs know their partners and supply along with ALL internship details! Below you will find what are the minimums of education to LCs about partners so LCs can deliver quality XPs Knowing partners and all details Communicati on with partners is part of L&D Evaluate detractor issues and improve together! Quality experiences are delivered by 2 entities TOGETHER
    • 30. YAY! You are almost there!!
    • 31. Now make it happen!!

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