TLP product flow


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TLP product flow

  1. 1. TLP XP FLOW From the TM CEM NSB team
  2. 2. Objectives  A “customer-focus” when providing TL experiences  LCs have a standardized TLP flow  LCs are able to individually assess what areas they are strong in and what areas they need to improve  LCs capitalize on high TL satisfaction and engagement to drive exchange goals
  3. 3. The TLP Product Flow Raise Match Realize Closing Re- Raise
  4. 4. Why is this TLP flow Important?  We are creating standardized experiences so that every role is fulfilling and high quality  Low quality EB XP  VPs who drop out VPs who don’t meet goals VPs who create bad team XP  Low quality MM XP  MM who become disengaged MM who don’t drive exchange
  5. 5. Global Leader TL Customer Experience Management fits into the Global Leader Product through: Product Development Organizational Development Participants get hands on experience in developing a product and bringing it to the market. Participants get hands on experience in managing their own not-for-profit.
  6. 6. Person Responsible for TL Quality LCPs VPs For EB VPs TLs For MM
  7. 7. EB XP Timeline (Year-long) RAISIN G MATCHING REALIZING CLOS E RE- RAISE -3m -2m -1m 0 1m 6m 11m 12m
  8. 8. MM XP Timeline (Semester- long) RAISIN G MATCHING REALIZING CLOS E RE- RAISE -3w -2w -1w 0 2w 9w 16w 18w
  9. 9. •Talent Planning •JD Creation •Application RAISING
  10. 10. Talent Planning  TIMELINE: Before term (if possible)  RESOURCE: LC Talent Planning Tool  If you are a VP considering adding TLs, here are some questions to consider  Where could you use the extra power to drive exchange goals?  Are there more than 7 people underneath you?  Do some operations need a closer eye to manage them?  Keep in mind that not all teams will be in a position to require/need TLs.
  11. 11. JD Creation  TIMELINE: Before term (if possible)  RESOURCE: on podio—TM space  Creating JDs is one of the most crucial steps to creating a satisfying, quality role.  Receive feedback from others to make sure you're not delegating too much or too little.  KPIs should reflect exchange goals that you have created.
  12. 12. Application  TIMELINE: Before term (if possible)  To ensure the right person for the right job, it is important to have some sort of application process set for the role.
  13. 13. MATCHING •Selection/Allocation •Training/Transitioni ng •Goal Setting •Team Formation
  14. 14. Selection/Allocation  TIMELINE: EB—before term MM—1-2nd week (or before term if possible)  RESOURCE: Value-Based Selection/Allocation  This process can range anywhere from selection, election, etc.
  15. 15. Training/Transitioning  TIMELINE: EB—before term MM—2-3rd week (or before term if possible)  RESOURCE: Transition Tool
  16. 16. Goal Setting  TIMELINE: EB—before term MM—2-3rd week (or before term if possible)  RESOURCES: Backwards planning Smart goals  While the role should have KPIs from the JD creation stage, it is important that the TL also determines their own goals to fosters a sense of ownership and responsibility.
  17. 17. Team Formation  TIMELINE: EB—1st week (or before term if possible) MM—3rd week  A TL is not a true TL unless they have a minimum of three people underneath them.  Therefore, before the role can be realized, they must form a team and start building the team dynamic through expectation setting, reviewing team goals, and creating a team vision or purpose.
  18. 18. REALIZATION •Execution •Midterm Analysis •Replanning •Driving Success
  19. 19. Execution  TIMELINE: EB—1st week MM—3rd week  RESOURCE: Tracking Tool  Managing the team in order to reach goals.
  20. 20. Midterm Analysis  TIMELINE: EB—26th week MM—9th week  Midway through the role, the TL should create a analysis report of the original KPIs, whether or not they have been met and why.  Can be done through one-on-one personal development talks or a team review  This should also be a time period for feedback
  21. 21. Replanning  TIMELINE: EB—27th week MM—10th week  Based on feedback and analysis, TLs should adjust their goals and KPIs so that they will be able to accomplish them by the end of the semester.  Ideally this would be conducted with their team.
  22. 22. Driving Success  TIMELINE: EB—28th week MM—11th week  TL manages the team and inspires them to push through to make it to the finish line and achieve their goals.
  23. 23. CLOSING •XP Interview/Reflection •Team Performance Assessment
  24. 24. XP Interview/Reflection  TIMELINE: EB—50th week MM—16th week  To end the experience, the TL should either go through a closing interview or receive a space to reflect.
  25. 25. Team Performance Assessment  TIMELINE: EB—49th week MM—15th week  A review of what the team accomplished, what challenges they had faced, and what they think can be improved upon.  Should be submitted to the TL's higher up and IM to track the data and preserve information.
  26. 26. RE-RAISING •Improve JD •Re-release role •Transition Knowledge
  27. 27. Improve JD  TIMELINE: EB—50th week MM—16th week  Based on feedback during the closing interview, alter the JD to improve its design and the experience it promises to offer.  Promote it, along with the old TL, to the rest of the LC.
  28. 28. Re-Release Role  TIMELINE: EB—50th week MM—16th week  Release the role again for applications.  Also, at this point the old TL should be encouraged to either apply for a new TMP experience or apply for a higher level TLP.
  29. 29. Transition Knowledge  TIMELINE: EB—51th week MM—17th week  RESOURCE: Transition Tool  Old TL should transition knowledge either through one on ones or by creating a handbook on how to perform the role and what to expect.
  31. 31. The TLP Product Flow Raise Match Realize Closing Re- Raise
  32. 32. Assessing the Quality of TLP  Net Promoter Score (NPS)  Reminder: you can only receive NPS scores if the role is officially raised on and they fill out the survey at the end of their term  One on ones  Exit Interviews
  33. 33. QUESTIONS . . . ? Contact Katie Crow at: •Email: •Phone: (706) 267-9481 •Book a meeting:
  34. 34. Wanna know what else the team is working on? Check out our project tracker here: aring