+ 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 Customer Feedback as Input Better GCDP Clarity of purpose Evolve & Delivery toUnderstanding our state make it better Create More promoters Break- through Challenge
+ GCDP Strategic Meeting Agenda Creating Promoters of AIESEC through a better GCDP delivery Output: "I incorporated the feedbacks I Output: "I understand how AIESEC creates Output: "I evolved the customer Output: "I created strategies and actions for received, I finalized the ouput which is value for the organization, for the market experience by developing strategies leveraging the potential of NPS system and I feasible to implement and create and for the individual. I also know what is the and actions for the TOP5 prepared the preliminary output of the promoters at every level of GCDP challenge in the experiences we provide" unsatisfied needs of customers" strategic meeting" operation" 7th 8th 9th 10th Date and Time Wed Thurs Fri Sat Date and Time Day 1 Day 2 Day 3 Day 48:00 8:30 8:00 8:30 Breakfast8:30 9:00 Breakfast Breakfast 8:30 9:009:00 9:30 Check in and preparation 9:00 9:30 Sleep in9:30 10:00 Check in Check in 9:30 10:0010:00 10:30 GCDP Context 12/13 - 10:00 10:3010:30 11:00 Opening and agenda explanation Challenges & Strategies 10:30 11:0011:00 11:30 11:00 11:30 Presentation of final output11:30 12:00 Creating promoters through 11:30 12:00 Creating promoters by12:00 12:30 implementation plan 12:00 12:30 Belief of the "Why" generating solutions for12:30 13:00 12:30 13:00 key unsatisfied needs13:00 13:30 13:00 13:3013:30 14:00 Lunch 13:30 14:0014:00 14:30 Lunch 14:00 14:3014:30 15:00 Lunch Lunch 14:30 15:0015:00 15:30 Summary and next steps 15:00 15:3015:30 16:00 15:30 16:0016:00 16:30 Creating promoters through 16:00 16:3016:30 17:00 leveraging NPS, as a customer 16:30 17:00 The Experiences We Provide - Creating promoters by Closing17:00 17:30 experience tracking tool 17:00 17:30 NPS Analysis prioritization and17:30 18:00 17:30 18:00 detailes action planning18:00 18:30 18:00 18:3018:30 19:00 Virtual Output Presentation 18:30 19:00 Lets GO!19:00 19:30 19:00 19:3019:30 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 Prioritizing Identify key Ideas and into 4 main How to track concerns of actions to ideas to be and follow up our address the taken the ideas detractors concerns forward Customer Feedback as Input
+ Unsatisfied Needs of EPs 1. Job 2. Project 3. Logistical Description Preparation Support Alignment 5. 4. EP/Trainee Communication ELD Experience Alignment
+ Idea generation to address EP‟s concern Better Project visualization of Issue Management our policies and development Model standards EP/Trainee Partnering with Customer learning other feedback and experience organization resolving system Developmet
+ Prioritization ProcessImpact High High Impact, Low Impact, High Feasibility Feasibility Low Low Impact, Low Impact, High Feasibility Feasibility Feasibility
+ 4 focuses to create more promoters EP/Intern Issue Learning Development Experience (1,2,4,5) Development (2,4,5) Customer Project Feedback and Management resolving Framework system (1,2,3,4,5) Creating (3,5) more Promoters*the numbers represents the EP needs being addressed (based on previous slide)
+ Creating Promoters by Issue Development for JD alignment and better expectation setting
+ WHY Customers said… …there is a problem with the expectations setting with TN Taker ..TNTakers 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 TN Perspective PerspectiveWE NEED A COMMON LANGUAGE! JD of a SOCIAL40% OF OUR CUSTOMERS(15,000 XPs) ISSUE RAISED A CONCERN ABOUT JD Social Activity ALIGNMENT, SOCIAL IMPACT CREATION AND Success Definition COMMUNICATION Value Creation between Stakeholders Responsibilities Sending Entity Hosting Entity Perspective Perspective
+ 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.
TN TAKER AND EPGLOBAL NETWORK OF 110+ COUNTRRIES •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.HOSTING ENTITY HOSTING ENTITY AND EP AND TN TAKER JD of a SOCIAL•Framework for Job Role ISSUE (15,000 XPs) •Clarity in aligning the Job RoleCreation. Social Activity•Helps in Project Success Definition •Help in Project CreationCreation. Value Creation between Stakeholders•Framework for Responsibilitiesresponsibility clarity . SENDING AND HOSTING ENTITY •Better Cooperation. •Co-delivering Quality Experiences. •Better Communication
+ Issue Segmentation CulturalEducation 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 childrens 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.
+ 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
+ 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 Entity Hosting 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 Entity Sending 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.
+ 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 Initiate Job descriptions creation / Expectations alignment Design Control Implement Construct Close
+ InitiateSteps1 - Demand from organization for the period Responsibles:1 - Check the needs from your possible client2 - Supply alignment from AIESEC side 1 - TN Taker2 - Understanding from TN Taker side our students market, what we can provide - Do not sellrandomly3 - Students and market information from both sides 2 - LC3 - As above4 - About company 3 - TN Taker / LC4 - Know your customer segment to do the approach. See website at least5 - About AIESEC 4 - LC5 - Explaination about the organization6 - Project description 5 - LC6 - In this point you need to have your proposal printed to sell, or at least have emailed before7 - Resources for define and baseline 6 - Both sides7 - Check possibilities concerning number os interns to come8 - Contract signature 7 - TN Taker / LC8 - Bureaucratic step to do9 - Define governance 8 - TN Taker / LC9 - Here you will explain about responsibles during the project10 - Initiation and approval10 - Execution 9 TN Taker
+ Job descriptions creation / Expectations alignment1 Steps - Department in which the intern will work Responsibles: 1 - Definition with organization 1 - TN Taker2 - Monthly, weekly, daily activities to be done/Performed 2 - Here the entity will define minimum 2 - TN Taker3 - Clear instructions 3 - Step-by-step 3 - TN Taker4 - Events/Output expected from the Project 4 - During selling, LCs talk about proposal of each project (if it is more than one and show possibilities) 4 - LC5 - Support from host entity / sending entity 5 - Obligations from AIESEC side to clarify with partner 5 - LC6 6 -Support from TN organization/companies/schools/NGOs - Obligations from Taker side to clarify its participation(hosting) 6 - LC 7 - Checkpoint about workspace (example: Computer/Internet)7 - Work conditions 7 - TN Taker 8 - Example: Team work, entrepreneurship, open mindness8 - Learning points during exchange 8 - TN Taker / LC 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 9 - TN Taker / LC9 - Additional information about candidate/TN Taker
+ Job descriptions creation / Expectations alignmentSteps Responsibles:10- -Expectationeach side before arrival. TNTaker / EPs / OGX / of10 Obligations from alignment with TN (JDs/Benefits/MoS/Details ICXworking conditions), EP (What to bring/participation), OGX (Integration/Re- 10 - LCIntegration/Ambassador role/Behaviours expected), ICX (Booklets/Wikis for pre-11 - Team definition / concerning the country/duration/timeline/benefits)foralignment and what to expect Responsibles in each organization final delivery 11 - LC11 - - Define Project plan TN Taker and deadlines at AIESEC (LC12 Definition of responsible with with clear Team LeaderLevel) 12 - LC13- - Preparation required from both sides (EPs/TN Takers)12 Timeline definition 13 - LC13 - - Identify gaps about expectations14 As explained in item 14 - LC14 - - Benefits (Meals, accomodation (university15Taker) project identify problems occurred within both sides (ICX, OGX, EP and DuringTNdorms/hosting/hostels), transport 15 - TN Taker / LC15 - Show clearly the benefits16 - TN FEE Alignment (check if it is needed to pay something else) 16 - TN Taker / LC16 - Set clearly if it is needed to pay an additional fee/tax to not see surprises duringprocess 17 - TN Taker / LC17 - Project needs (If it is needed to bring different kinds ofclothes, laptop, anything from home country, presentations)17 - Explain in booklet/wiki of reception 18 - LC18- - Mentoring plan / EPto local reality / other needs concerning this18 ICX Responsibility according guardian
+ DesignSteps Responsible:1 --Design of future state (while project is running)1 After gaps analysis OC Team (or 1 - LChowhever you want to call it) can plannext steps for next wave while project isrunning
+ Construct Steps1 - Document process Responsible: 1 - Basic contract responsibility with LC2 - Document roles and responsibles 1-5 LC 2 - Regards contract3 - Complete bureaucratic documents 3 - Evaluations/IDs/Contracts4 - Develop template for 1st interaction with interns 4 - Framework of trainings5 - Develop training model 5 - How to do presentations / Behaviour within the organization (if it is school, NGO, foundations and so on)
+ Implement Steps Responsible:1 - Training execution 1 - LC21- -Customer acceptance and follow up Execution 2 - TN Taker / LC32- -Launch / 1st day of project First assesment with TN Taker and other stakeholders 3 - TN Taker / LC4 - Complete activities (guardian/mentorship) 3 - Follow up by TN Taker and team 4 - LC responsible at LC Level 4 - Responsibility from Local Office
+ Control Responsible:1 - Steps follow up with organization Keep(NGOs/Schools/Companies) 1 - LC 1 - At least once a week or every 15 days LC should keep in touch with TN Taker to see Interns evolution
+ Close1Steps - Request with TN Taker and involved individuals Responsible:about closure survey 1 - This must be done with TN Taker (and 1 - LC2other stakeholders (students for - Close project example)), interns and team responsible) 2 - TN Taker / LC 2 - Create report for next wave work in a better way with complete info
+ 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: email@example.com Gira Mundo: http://tinyurl.com/a6ytpx6 Details: Washington, AIESEC Brazil MC VP IC GCDP: firstname.lastname@example.org
+ Project flow Initiation Evaluation Planning Organizati Realization on
+ Initiation Issue Organizationa Resourcesdefinition l relevance analysis Social Personal Trial project relevance relevance
+ Re- GTK @ Project focused on a integration customer experience Visa/delivery Application Matching Evaluation /preparation Acceptance Pre- Realization Follow up policies matching
+ Matching SE HE Documents MA support management Documents Pre-arrival management alignment Interview process
+ EP isnt 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 SE HE Cultural Alignment preparation of JD Quality checking Quality checking Problems solving Problems Logistics solving 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 SE HE Project NPS results tracking Documents Feedback management 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
+ Creating Promoters by enhancing learning/leadership experience of GCDP EPs
+ 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 goodPromoter Issues Detractor Issues Cross-cultural understanding & awareness (18%) Job-description clarity and alignment (21% Logistical support (16%) Personal development (16%) Integration by the hosting entity (11%) Opportunity to create positive societal impact (13%) Opportunity to create positive societal impact (8%) Cultural preparation (11%) Information provided about the GCDP programme (6%) Integration by the hosting entity (10%) Support by home entity during the experience (6%)
+ HOW LEAD for EPs Cultural Trainee Conference Unders. Personal Cultural Dev. Prep. GCDP ExperienceEP Team Leader Social Integration ImpactEP Micro Experiences
+ Concept of our strategies Pre During Pos Exchange Exchange Exchange Sending Extreme Extreme Extreme Sending Entity work work work Entity Shared Responsibilities Hosting Hosting Entity Entity Low Low Low Responsibility Responsibility Responsibility
+ 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
+ Sending Entity Role 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.
+ 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
+ Important Information 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).
+ Trainee Conference Objective: 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 plan Blocks of agenda:WHY Give them understanding of value Recommended sessions: of the internship: which impact do -I’m an impact designer they make into society? Into their (explain that they are final personal development? responsible for impact they made)WHAT Explanation about project flow, and -Project explanation; how it is working. Giving -National issues Hosting understanding of mechanism of entity face; project realization. -Externals talk about issues;HOW Giving them soft skills to make - TtT seminar; experience brilliant. Prepare for - Main challenges they challenges they might face. might face: how to gather.
+ DAY 1 DAY 2 Hours Session Hours Session 7:00- 7:30 7:00- 7:30 7:30- 8:00 7:30- 8:00 Check In 8:00- 8:30 8:00- 8:30 BREAKFAST 8:30- 9:00 8:30- 9:00 9:00- 9:30 9:00- 9:30 OPENING 9:30- 10:00 9:30- 10:00 OPENING 10:00- 10:30 AIESEC experience and its final 10:00- 10:30 purpose Soft Skills training (external 10:30- 11:00 10:30- 11:00 faci) 11:00- 11:30 11:00- 11:30 Living the @XP 11:30- 12:00 11:30- 12:00 GTK Myself and defining my 12:00- 12:30 12:00- 12:30 Its up to you! exchange goal 12:30- 1:00 12:30- 1:00 1:00- 1:30 1:00- 1:30 LUNCH 1:30- 2:00 1:30- 2:00 LUNCH 2:00- 2:30 2:00- 2:30 Cultural Shocks and how to deal 2:30- 3:00 2:30- 3:00 with it 3:00- 3:30 3:00- 3:30 3:30- 4:00 3:30- 4:00 Understanding GCDP impact Global Village 4:00- 4:30 4:00- 4:30 4:30- 5:00 BREAK 4:30- 5:00 5:00- 5:30 5:00- 5:30 Our GCDP projects 5:30- 6:00 5:30- 6:00 CLOSING 6:00- 6:30 6:00- 6:30 6:30- 7:00 Issues Information (external faci) 6:30- 7:00 7:00- 7:30 7:00- 7:30 7:30- 8:00 CLOSING 7:30- 8:00 Travel Back Home! 8:00- 8:30 8:00- 8:30 DINNER 8:30- 9:00 8:30- 9:00 9:00- 2:00 FREE TIME 9:00- 9:30
+ 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 Experiences Objective: 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 EPsObjective:Create a platform to reflect on what leadership is, to explore leadership potential of each single participant, to create a platform forself 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- Inner- Journey (GCDP Journey (LEAD Experience) Experience) Living a powerful exchange experience develops Strong Leadership.
+ How to execute the strategyThe LCs need to remember that AIESEC is a platform for youngpeople to explore and develop their leadership potential. It‟llinfluence a lot on personal development of ExchangeParticipants.The main purpose is creating a platform to reflect what leadershipis, 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 Intros pe c tion Wha t is le a d e r ship ? Should I sta r t le a d e r ship 1.Introspection jour ne y? How it’ll influe nce my life ? Se lfre fle c tion and value s Wha t cha ng e d ? How it’ll influe nce my fur the r imp a ct cr e a tion? Is it e noug h for p e r sona l d e ve lop me nt, or I wa nt ta ke mor e ? GROWTH Wha t is fur the r ? Wha t is le a d e r ship ? How will it 2.Selfreflection, valu 3.GROWTH es he lp me in fur the r life ? Expected Outcome: Exchange participants understanding the importance of self discovery for a better leadership journey and with a clear understanding of his next steps.
+ Implementation plan LEAD Introspection - Sending Entity LEAD Selfreflection - Hosting Entity 13.00-13.30 13.00-13.3013.00-13.30 13.00-13.30 13.30-14.00 13.30-14.0013.30-14.00 13.30-14.0014.00-14.30 What is leadership 14.00-14.30 14.00-14.30 Who am I now? 14.00-14.3014.30-15.00 14.30-15.00 14.30-15.00 14.30-15.0015.00-15.30 15.00-15.30 15.00-15.30 15.00-15.3015.30-16.00 15.30-16.00 15.30-16.00 My personal values 15.30-16.00 My Leaderhip journey and 16.00-16.30 16.00-16.3016.00-16.30 16.00-16.3016.30-17.00 its reasons 16.30-17.00 16.30-17.00 Where I want to be? 16.30-17.00 LEAD GROWTH - Sending Entity 13.00-13.30 13.00-13.30 13.30-14.00 13.30-14.00 14.00-14.30 Leader I am 14.00-14.30 14.30-15.00 14.30-15.00 15.00-15.30 15.00-15.30 15.30-16.00 Who I want to be? 15.30-16.00 16.00-16.30 16.00-16.30 16.30-17.00 Me and others 16.30-17.00
+ Platform for EPs interaction Value 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=ts Ukraine: https://www.facebook.com/groups/147788771939081/?fref=ts Connection 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 Entity Value 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 customers
+ WHY Instant Real-tim Communication Fast Complaint Driving PositiveCustomer & Support with Resolution BehaviorsFeedback the Customer 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
+ HOW COLLECT RESPOND DRIVE FEEDBACK TO NEEDS BEHAVIORS
+ Key findings, actions (What?) Local Level National Level Global Level Implementation Quality Leveraging NPS of National Manager Usage Control Board1. 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
+ HOW TO IMPLEMENT? COUNTRY TRACKING THE PARTNERSHIP REVIEW PROCESS COMMUNICATION WITH THE NETWORK
+ 1. COUNTRY PARTNERSHIP REVIEW Defining the progress of the current operations and adjusting to the recommendation based on the strategies. What is missing? Current Operations with the 4 strategies for better GCDP Delivery How to What to improve? connect?
+ 2. TRACKING THE PROCESS Define what each entity needs to do based on the strategy • Clear timeline and • Building the right responsibility communication (deadlines, PiC) center between • Clear expected result country partners • Reporting of the • Ex: facebook group process (most common), Podio Common Communication tracking center* center *Through online spreadsheet
+ 2. COMMUNICATION TO THE NETWORK Defining how the network will be aware of the “WHY”, “HOW”, WHAT” of the strategies INFORM EDUCATE DELIVER STRATEGY •Newsletters (Global, MCP, •Webinars •Coaching Visits Exchangers, etc) •Coaching Visits by AI •Regional Boards •Wiki •Conferences and meetings •GCPs from the network (National Conference, Sub regional, transition camps)
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