iGIP Capacity for quality experiences

iGIP Capacity for quality
experiences
Quality

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

Here enter
number of
interns/EPs one
member can
deliver Eg: 1
member – 3 EPs

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

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

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

During Raising period
product
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

• 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
and ACCURATE
related to visa)
on accommodation

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
ready
LC and city
for EP
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.
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

JD of Delivery members in the delivery team
During Raising period During Matching period During Realization
product
and duration of
internship
and ACCURATE
related to visa)
on accommodation
ready
LC and city
for EP
EP and company

• 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
and ACCURATE
related to visa)
on accommodation

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
ready
LC and city
for EP
EP and company

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.

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
Job Description (TL Delivery)
Legal and Quality analysis
• 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

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

iGIP Capacity for quality experiences

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