+GCDP Strategic Meeting

THE GENERATION

12/13

Istanbul, Turkey

7th-10th November

CREATING PROMOTERS THROUGH BETTER CUSTOMER EXPERIENCE & DELIVERY

+Expected outcome

“Creating more promoters of AIESEC through a better customer experience and GCDP Delivery”

+GCDP Strategic Meeting Agenda 

Creating Promoters of AIESEC through a better GCDP delivery

 Output: "I understand how AIESEC creates value for the organization, for the market

and for the individual. I also know what is the challenge in the experiences we provide"

Output: "I evolved the customer experience by developing strategies

and actions for the TOP5 unsatisfied needs of customers"

Output: "I created strategies and actions for leveraging the potential of NPS system and I

prepared the preliminary output of the strategic meeting"

Output: "I incorporated the feedbacks I received, I finalized the ouput which is

feasible to implement and create promoters at every level of GCDP

operation"

Date and Time

7th 8th 9th 10th

Date and TimeWed Thurs Fri Sat

Day 1 Day 2 Day 3 Day 4

8:00 8:30

Check in and preparationBreakfast Breakfast

Breakfast8:00 8:30

8:30 9:00 8:30 9:00

9:00 9:30

Sleep in9:00 9:30

9:30 10:00 Check in Check in 9:30 10:00

10:00 10:30

Opening and agenda explanationGCDP Context 12/13 -

Challenges & Strategies

Creating promoters through implementation plan

Presentation of final output

10:00 10:30

10:30 11:00 10:30 11:00

11:00 11:30

Creating promoters by generating solutions for key unsatisfied needs

11:00 11:30

11:30 12:00

Belief of the "Why"

11:30 12:00

12:00 12:30 12:00 12:30

12:30 13:00 12:30 13:00

13:00 13:30

Lunch13:00 13:30

13:30 14:00

Lunch13:30 14:00

14:00 14:30

Lunch Lunch14:00 14:30

14:30 15:00

Summary and next steps14:30 15:00

15:00 15:30

The Experiences We Provide - NPS Analysis

15:00 15:30

15:30 16:00

Creating promoters by prioritization and

detailes action planning

Creating promoters through leveraging NPS, as a customer

experience tracking tool

15:30 16:00

16:00 16:30

Closing

16:00 16:30

16:30 17:00 16:30 17:00

17:00 17:30 17:00 17:30

17:30 18:00 17:30 18:00

18:00 18:30

Virtual Output PresentationLet's GO!

18:00 18:30

18:30 19:00 18:30 19:00

19:00 19:30 19:00 19:30

19:30 20:00 Check out Check out Check out 19:30 20:00

+Unsatisfied Needs of EPs

1. Job Description Alignment

2. Project Preparation

3. Logistical Support

4. EP/Trainee ELD Experience

5. Communication

Alignment

+Idea generation to address EP’s concern

Better visualization of

our policies and standards

Issue development

Project Management

Model

EP/Trainee learning

experience Developmet

Partnering with other

organization

Customer feedback and

resolving system

+4 focuses to create more promoters

Creating more

Promoters

Project Management Framework(1,2,3,4,5)

Issue Development

(1,2,4,5)

EP/Intern Learning

Experience Development

(2,4,5)

Customer Feedback and

resolving system(3,5)

*the numbers represents the EP needs being addressed (based on previous slide)

+

+Creating Promoters by Issue Development for JD alignment and better expectation setting1

+

WHYCustomers said…

…there is a problem with the expectations setting with TN Taker

..TN Takers 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 Perspective

TN Perspective

Sending Entity

Perspective

Hosting Entity

Perspective

JD of a SOCIAL ISSUE (15,000

XPs)Social Activity

Success DefinitionValue Creation between Stakeholders

Responsibilities

WE NEED A COMMON LANGUAGE!

40% OF OUR CUSTOMERS RAISED A CONCERN ABOUT JD ALIGNMENT, SOCIAL IMPACT CREATION

AND COMMUNICATION

+

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.

GLOBAL NETWORK OF 110+ COUNTRRIES

SENDING AND HOSTING ENTITY

•Better Cooperation.

•Co-delivering Quality Experiences.

•Better Communication

TN TAKER AND EP•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.

JD of a SOCIAL ISSUE (15,000

XPs)Social Activity

Success DefinitionValue Creation between Stakeholders

Responsibilities

HOSTING ENTITY AND EP

•Framework for Job Role Creation.

•Helps in Project Creation.

•Framework for responsibility clarity .

HOSTING ENTITY AND TN

TAKER

•Clarity in aligning the Job Role

•Help in Project Creation

+STRATEGIES & ACTIONS

1. Issue Segmentation & Sample JDs2. Success Definition of GCDP Projects3. Clarity on Value Creation and

Responsibilities4. JD Creation Framework

+Creating Promoters by Project Better Management 2

+Project Management Framework

PMF is a tool where any project can be based on. Which ensures all requirements of a project attached with the customer needs.

+WHY

EPs feedback based on NPS

no common project management framework within the network

structured way to create promoters

PMF based on customer needs

+HOW

1. Project Management Framework

2. Fulfilling Customer Needs in Project Delivery

+Creating Promoters by enhancing learning/leadership experience of GCDP EPs3

+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 good

Promoter Issues

Cross-cultural understanding & awareness (18%)

Personal development (16%)

Opportunity to create positive societal impact (13%)

Cultural preparation (11%)

Integration by the hosting entity (10%)

Detractor Issues

Job-description clarity and alignment (21%

Logistical support (16%)

Integration by the hosting entity (11%)

Opportunity to create positive societal impact (8%)

Information provided about the GCDP programme (6%)

Support by home entity during the experience (6%)

+HOW

GCDP Experienc

e

Cultural Unders.

Cultural Prep.

Social Impact

Integration

Personal Dev.

EP Team Leader

Trainee Conference

EP Micro Experiences

LEAD for EPs

+Concept of our strategies

Pre Exchange

During Exchange

Pos Exchange

Sending EntitySendin

g Entity

Hosting EntityHostin

g Entity

Extreme work

Extreme work

Extreme work

Low Responsibility

Low Responsibility

Low Responsibility

Shared Responsibilities

+STRATEGIES & ACTIONS

1. EP Team Leader2. Trainee Conference3. EP Micro-Experiences4. LEAD for EPs

+Creating promoters by customer feedback and resolving system for constant communication with our customers4

+WHY

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

Real-tim Customer Feedback

Instant Communication & Support

with the Customer

Fast Complaint Resolution

Driving Positive

Behaviors

+HOW

COLLECT FEEDBACK

RESPOND TO NEEDS

DRIVE BEHAVIOR

S

+

Strategies & Actions

Local Level

Quality Manager

National Level

Implementation of National Control Board

Global Level

Leveraging NPS Usage

+

IMPLEMENTATION PLAN

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Drag picture to placeholder or click icon to add

+HOW TO IMPLEMENT?

COUNTRY PARTNERSHIP

REVIEW

TRACKING THE PROCESS

COMMUNICATION WITH THE NETWORK

+1. COUNTRY PARTNERSHIP REVIEW

Current Operations with the 4 strategies for better GCDP

Delivery

What is missing?

What to connect?

How to improve?

Defining the progress of the current operations and adjusting to the recommendation based on the strategies.

+2. TRACKING THE PROCESS

• Clear timeline and responsibility (deadlines, PiC)

• Clear expected result

• Reporting of the process

Common tracking center*

• Building the right communication center between country partners

• Ex: facebook group (most common), Podio

Communication center

Define what each entity needs to do based on the strategy

*Through online spreadsheet

+2. COMMUNICATION TO THE NETWORK

INFORM

• Newsletters (Global, MCP, Exchangers, etc)

• Wiki• GCPs from

the network

EDUCATE

• Webinars• Coaching

Visits by AI

DELIVER STRATEGY

• Coaching Visits

• Regional Boards

• Conferences and meetings (National Conference, Sub regional, transition camps)

Defining how the network will be aware of the “WHY”, “HOW”, WHAT” of the strategies