GCDP Matching

GCDP Quality

NPS (June – January)

NPS Score: 22Response Rate: 70% (182 out of 208)Promoter: 85Detractors: 45Passives: 52

Open cases: 3In progress case: 6Closed cases: 49

Detractors - issues

34 – AIESEC´s support during XPs (7Home, 29host)21 – JD (Clarity, Aligment with TN form)

15 – Logistical support (Pick-up, Accomodation)

13 –Personal Development (Goal setting, Personal development plan)

13 – Opportunity to create positive social impact (Visible impact of JD/project/org.)

16 – Communicatin effectively during acceptance procedure

9 – Selection process9 – Induction to AIESEC8 – Information about GCDP programme5 – Matching support

Promoters - issues

GCDP Quality

CY Partnerships (11 countries)-Set numbers -sharing materials -Co-Delivery

Customer Feedback Example

Same project in XXX, two different comments:Trainee A “I had a fantastic experience living and working with 10 trainees from 7 different countries working in schools at rural XXX it completely challenged my status quo and understanding of XXX people and I see many of my cultural barriers become the bottleneck of my interaction with the locals which leads to so much personal reflection, it’s really cool!” - NPS 10 Trainee B “The project’s condition is really bad and we were put into a room of 10 away from the city without internet coverage at all, as there’s no one from the staff speaking English there, it was almost impossible to be understood. I really think this is not worth it.” - NPS 2

Co – delivery?

ppt

What it´s purpouse?

We want to create the right product for the right expectation for the EPsWe want to deliver the best service delivery and experience for our GCDP EP by understanding what their needs through out the GCDP experience.

How are we able to develop this co-delivery?

Co-delivery based on Product Development

Co-delivery based on Customer Experience

Product Development

ICX

OGX

Co-Delivery based on customer experience

Key PRINCIPLEs

TRUSTUnderstanding of your own marketCo-design in Product DevelopmentAlignment of Expectation and TimelineResource Allocation (HR/Finance/Time)Regular Communication and Evaluation

Co-delivery

• Co-delivery is a more concrete way to do cooperations, in order to provide more and better experiences.

• The responsibilities are shared between the host and sending entity.

• The main focus is the development of the EP/Trainee.

Home Entity Side

-EP Lead Delivery and Logistical Support

(Check In)

-Re-Integration Seminar- Improvement of OGX

product & processes based on customer feedback-Improvement of ICX

product & processes based on customer feedback

- OPS- Introducing EPs to AIESEC- Logistical support of EPs

for the internship- Preparation Webinars

- Expectations setting on JD

-Assure Response Rate of the realized experiences

-Assure Response Rate of the completed experiences

-Attend NPS Webinars-Implement NPS Culture-Assure Response Rate of the matched experiences

Post - Exchange

Exchange

NP

S

Pre- Exchange

C o - d e l i v e r y F l o w

Op

era

tion

s

Host Entity Side

-EP Lead Delivery and Logistical Support

(Check In)

-Re Integration Seminnar- Improvement of OGX

product & processes based on customer feedback-Improvement of ICX

product & processes based on customer feedback

-- OPS- Introducing EPs to AIESEC- Logistical support of EPs

for the internship-Preparation Webinars- Expectations setting on JD

-Assure Response Rate of the realized experiences

-Assure Response Rate of the completed experiences

-Attend NPS Webinars-Implement NPS Culture

--Assure Response Rate of the matched experiences

Post - Exchange

Exchange

NP

S

Pre- Exchange

C o - d e l i v e r y F l o w

Op

era

tion

s

C o D e l i v e r y F l o w – Check List

-EP Lead Delivery and Logistical Support

(Check In)

-Re-Integration Seminar- Improvement of ICX

product & processes based on customer feedback-Improvement of OGX

product & processes based on customer feedback

- OPS- Introducing EPs to AIESEC- Logistical support of EPs

for the internship- Preparation Webinars

- Expectations setting on JD

-Assure Response Rate of the realized experiences

-Assure Response Rate of the completed experiences

-Attend NPS Webinars-Implement NPS Culture

-Assure Response Rate of the matched experiences

Post - Exchange

Exchange

Op

era

tion

sN

PS

Pre- Exchange

C o - d e l i v e r y F l o w

Co-delivery with CY

• Preparation webinars (Russia – 5.3./6.3.)-about projects for summer-cultural shocks-questions and concerns

CY Spredsheet: https://docs.google.com/a/aiesec.cz/spreadsheet/ccc?key=0Aplc1TOfw98OdFFMQzN6bksyWmZFTE9tUFFKVFNGS3c&usp=drive_web#gid=0

Way of Ma

• Partnership MA tools + National Searchtools• GCDP EP searchtool• Black list + pink list (accordin to NPS)