iGCDP Quality Capacity

Building Capacity to deliver Quality

Experiences iGCDP

Role of HOST ENTITY in GCDP

Ensuring AIESEC Support to EP

including accommodation,

support, logistics, travel etc!

JD Alignment between EP and the project/NGO along with the

right expectation setting

Effective Integration of EP

into the city, culture etc!

START UP LC0-10 Realisations LCVP Comm/

Marketing

Member 1 Member 2

KPI:• Number of EP’s Raised

(that fit the right Matchable EP Profiles)• # of Leads/ Registrations from each strategy• Increased Conversation Rate from Sign up to

Raise

NOTE: • Marketing team has 1-3 members (including

LCVP)• Marketing Team needs to focus on

establishing their market penetration for just 1 Programme (oGIP/oGCDP) and just 1-2 Sub-products/ Issues under this programme

10 to 40 Realisations

30 to 70+ Raised

50 to 150+ Sign ups

(Ideally, Sign up to Raise Conversion rate is greater than 30%)

Sample Backwards Planning:

This means that recruitment activities must be focused enough to get this number of registrations from the right target market

Based on Statistics, how many Raises do you nee to get this many realisations?

Based on Statistics, how many Sign-ups do you nee to get this many raises?

STA

RT

HER

E

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

iGCDP


Here enter number of

interns/EPs one member can deliver Eg: 1

member – 3 EPs

iGCDP


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

iGCDP

GCDP Clustering for LC

iGCDPBeginner 0-25 X RE

Intermediate 25-100 X REAdvanced 100-200 X RE

Mature +200 X RE

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 0-25 in 2014

Basic Consideration:• As start up, LC manage the basic process of

iGCDP delivery• There is no need to manage iGCDP as a

project yet - in general experience delivery will be TN based

• Member Efficiency: 0-4 X / member

Number of members: Use TM Planning tool to determineJob Description:• Selling and raising, matching, and realizing• Incoming preparation seminar• Experience Co-delivery

VP

Member

Member

Member

∞Ra-Ma-Re


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 company0 FAST firefighting on NPS in case of any EP issues/complaints0 Showcasing promoter EP stories 0 During sales process ensure there is clear understanding of JD so that there is no issue in JD alignment at the realized

stage

Recommendation: Even though most detractor issues/comments are at realized stage, by taking the right actions (through the right JD) during raise and match, the level of issues at the realized stage

can be decreased!

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


VP

OCP OCP OCP

∞Ra-Ma-Re

∞Ra-Ma-Re

∞Ra-Ma-Re

Number of members: Use TM Planning framework Job Description:• Selling and raising, matching, and realizing• Project concept development and execution• Incoming preparation seminar• Experience Co-delivery (country-country partnership management)

• LCs have more capacity in project management

• Project concept will be centralized Nationally (National project implementation in LCs)

• Start to have the needs of event/project management

STEP 2: JD within the structure

JD of Delivery members in the team

During Raising period During Matching period

During Realization

• Ensure clear and high quality JD in a specific issue segment and for a specific national project

• Clear expectation setting with NGO about role of EP, salary etc.

• 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



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

At this stage, make sure you are firefighting fast on NPS incase EP has a comment/issue

During Realization




• Induction meeting with EP and company


Synergy of members in the team

- Since each team is working on projects and is responsible for the whole exchange process, the synergy between the 3 teams and members within the team has to be very good:

1. Each member is responsible for the right raise and expectation setting with NGO

2. There is/are specific member working on ensuring the visa information and process

3. There are 2-3 members working on accommodation while the others are working on airport pick up, logistics, trainee buddy etc.

Each member is responsible for

his/her raised and matched EPs

Big tasks needed for all Eps like

accommodation etc are done by

specific members

STEP 2: KPI within the structure for delivery members in the team

KPI 1:


KPI 2:


STEP 2: Ideal duration of teams

Makes sense for teams to be for 3-4 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

iGCDP EPs generally are in the LC for 6-8 weeks so even if a members term ends, he/she can continue being responsible for his/her realization


VP

OCP (Nat’l) OCP (Nat’l) OCP (Nat’l) OCP (Local)

Number of members: Use TM Planning FrameworkJob Description:• Selling and raising, matching, and realizing• Project concept development and execution• Project brand management• Incoming preparation seminar• Experience Co-delivery (LC-LC partnership management)

Basic Consideration:• LC is considered to have the capacity in

understanding Project management concept and put into implementation

• LC has capacity in innovate a project based on issue

• Member Efficiency: 4-6 X /member



• The JD is very similar to LCs doing 25-100

The 2 key differences are:

1. Since the volume is more in this case, LC can start working on outsourcing some services to make processes more efficient

2. This LC structure is working on local projects as well as national projects implementation so make sure the local project delivery is very well planned



During Raising period During Matching period

During Realization

• Ensure clear and high quality JD in a specific issue segment and for a specific national project

• Clear expectation setting with NGO about role of EP, salary etc.

• 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






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

At this stage, make sure you are firefighting fast on NPS incase EP has a comment/issue

During Realization




• Induction meeting with EP and company

STEP 2: An LC that has planned 200+ in 2014

VP

OCP OCP OCP OCP Mid. Manager

• With high volume of iGCDP delivery, Project team need to be really focus on Customer experience

• Prevent the tendency of non- innovative JDs• Account management and Customer loyalty for

Organization management (TN Takers, Learning partners, etc)

• Multi stakeholders and another level of accommodation management

• Every team does all Raise – Match – Realize process (5-6 members)

• Full responsibility in managing Inner-Outer journey of EP

• Have other separate team/person managing stakeholders or other process outside exchange process delivery

• Example JD for Middle Management person:• Customer Loyalty for Organization (partner

relation management)• Accommodation management (home stay

program)

VP

OCP OCP OCP OCP Mid. Manager

STEP 2: An LC that has planned 200+ in 2014


The middle manager in the structure and his/her team manage EXPERIENCE DELIVERY

Middle Manager and team

Account Managers

- Market research- Selling and marketing

- CRM- Re-Raising

Hosting

- Managing “Hosting Program” Product

- Managing Allocation Process to accommodation and

host families- Managing EP Reception and

Accommodation


0 The OCP teams are very involved with EP Preparation (virtually), EP Integration into project and delivery of inner-outer journey but the Middle manager team is focused on accommodation, host family (Hosting Programme Product) and Reception activities – this is the division of JD between both teams

0 This means there has to be good synergy between teams and alignment of exchange timeline

0 In case of high volume LCs, it is important for the whole LC to support EP Integration and EP Reception to deliver high quality experiences!

STEP 2: KPI within the structure for delivery members in the team

KPI 1:


KPI 2:


Education

iGCDP Quality Capacity