The GIS | Why, What and How
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Transcript of The GIS | Why, What and How
How will I lead this?
PART THREE
What will change?
PART Two
PART ONE
Why a new Gis?
FLOW OF this guideIn the context of 2015, now is the time for AIESEC to evolve our global IT systems to enable fast growth and better experiences! In this section you will see the key reasons why we are doing this now
This system will change some of the ways we run our programmes. In this section you’ll see the key things which will change for AIESEC and our customers
Launching this system could be one of the highlights of your term if you plan well and understand why change management is so important. In this section, you’ll find out why.
From 1948 until 2011 we provided 257,079 exchange experiences
We aim to deliver nearly 1 million experiences by 2015 (cumulative XPs from 2010-2015).
That’s 60% growth in GCDP and 220% in GIP …in the next 18 months
We are a purposeful, collaborative, and driven generation of 100,00 young leaders,
ready to achieve 2015 and beyond
But we’ll never make this jump with yesterday’s processes and today’s
WHY NOW?
BUT If we can connect our resources…100,000
members of Gen2015
Opportunity Portals for EPs and Members
MarketPlace
Business Intelligence for all our members
and customersNPS
GIS
…We can achieve 2015myAIESEC.net
10 years from now...
WE WILL SAY...
“
”
!
We achieved 2015 by empowering a generation
with the technology to be smarter and faster
than ever before !
!
to Achieve
2015
external Competition:
External threats: AIESEC’s competitors provide some of the same services as we do, but much faster !
Customer feedback Our customers say our communication effectiveness and processes need improvement !
Customer Centric Systems To provide excellent customer experiences, we need a system that supports that experience from the first point of engagement until experience completion
First...
& there’s even more REASONS...but also... and don't forget...
Our current systems are very expensive
We have many systems, but they are
not seamlessly connected
Our system frequently has bugs
or fails
so What are we doing?Leveraging modern technologies to develop a new Global Information
System to optimise our processes and provide powerful business intelligence to speed up operations.
This will replace myaiesec.net, the Net Promoter Score platform, the Global Online Registration System, the Opportunity Portal and the MarketPlace and
put them all into one connected system.
IN a nutshell? A FASTER & SMARTER
AIESEC
How DO WE DO THIS?Building a “smarter and faster” system...
A system which uses collected data to suggest products to the customer, partners to entities, and education to members
A system which automatically moves with
our customer and is based upon a customer’s ideal journey through an
experience
and how does this change results?
how does that drive Mos?
We shouldn’t expect the GIS to solve every challenge…
…The GIS will just allow us to be smarter and faster than before
How does the gis drive mos?Building a “smarter and faster” system...
‣To increase up-selling between XPs, specifically: ‣FromTMP/TLP to GIP experience ‣From GCDP to TMP/TLP experience
!‣To improve NPS of ELD and increase promoter sharing
‣Extremely high % of users are satisfied with using GIS ‣Higher % of users promote to use GIS to their friends ‣Higher % of people share their positive ELD
experiences after completion !‣To improve up-selling of GIP with TN-takers
‣High % of companies recommend using the GIS to other companies ‣High % of companies maintaining and growing their
GIP account
‣A significantly higher matching rate for young people who apply for any programme !‣A higher conversion rate between young people
who sign up and then apply for an ELD opportunity !‣A significantly lower matching time from the first
point a young person browses an opportunity ‣Goal of 30 days for GIP ‣Goal of 15 days for GCDP
is this a little too much
change too fast?
Let’s take a look at what the GIS really is going to change and also what it’s not…
The Human Element of Exchange ‣A smarter system with more
automated processes doesn’t mean EPs don’t interact with AIESEC. It means our members invest their energy in preparation and experience delivery
!Leadership Development in Every
Experience ‣ The GIS is specifically
designed to make delivering the inner and outer journey that each customer wants something that can be predicted, planned, delivered, and tracked
A new, complete customer flow ‣ Instead of Ra/Ma/Re we will have:
Sign-up -> Apply -> Match -> Realize -> Completed -> Re-integrated !EPs can apply directly to TNs when they sign-up ‣An EP can apply to specific TNs for which they meet the requirements as soon as they
sign-up. A sending LC has to approve matches, but in essence there is no “raise” stage.
!Business Intelligence from Sign-Up Stage ‣ Every entity will have analytics on how their customers and members move through the
customer and member flows—who is coming to AIESEC and what do they do !Members truly are customers ‣An Opportunity Portal for members shows them specific opportunities in the network or
in their LC. Students can apply directly to these opportunities, just like TN forms !
Everything is trackable ‣ Live data on your partnerships, team minimums, member efficiency, and standards
delivery… all the time !And a lot more…
what is not changing with the new Gis what is changing with the new Gis
maybe you’re wondering:
what is a customer flow?
So let’s look at our current customer
flows and how those will change
for GIP, GCDP, and TMP/TLP
A customer flow is the activities a customer experiences from
their first interaction to the final delivery of the service. For example, everything that
happens to the EP in the Ra/Ma/Re customer flow. If AIESEC
made their customer flow smarter and faster, I think they
could achieve 2015
current customer flow for an epNot Tracked raise MATCH REalize COMPLETE Re-integrate
Young Person goes to
aiesec.org
Creates profile on Opportunities
Portal
Browses opportunities
AlumniVisitor LEADSTRANGER
LC responds to EP’s application and interviews EP
EP applies for many TNs using
myaiesec.net, google
spreadsheets, Facebook, email,
etc. (many channels, poor S&D
Management)
EP waits for responses (not
tracked)
EP interviews for TNs
If they both accept ANs, then it’s a
match!
EP attends OPS (not tracked)
EP arrives and begins TN, integration
Fire fighting (not tracked)
EP LEAD delivered (not tracked)
NPS Survey
Standards delivery (not tracked) Re-integration
seminar (not tracked)
Showcasing their story (promoter)
Upselling to another product (not tracked)
GCM/LEAD content
CUSTOMER PROMOTER
NPS Survey NPS Survey
Our current customer flow has many steps that we promise to the customer and want to deliver, but which we can’t
track, manage, and improve. That makes us too slow and too unaware of the experiences our customers are having
Smarter & faster GIPproposed customer flow For AUGUST Launch
SIGN UP APPLY MATCH REalize COMPLETE Re-integrate
Young Person goes to
aiesec.org
Creates profile on Opportunities
Portal
Edits and adds to their profile while
browsing Opportunities
View is limited based on profile completeness
AlumniVisitor LEADSTRANGER
The GIS suggests what they should
apply for and restricts them seeing
opportunities they can’t match with
For some TNs, the EP takes a language
test, competency test, etc., all
automatically within the GIS
Complete video cover letter
TN taker may ask them to interview, this will go in their
notifications
If they both accept ANs, then it’s a
match!
Standards tracking prompted (home)
Invited to OPS (home)
Logistics tracked
LEAD content prompted (home)
Indemnity, XPP, Insurance
requirements prompted (home) Promoter prompt
Integration content prompted (host)
Proactive Fire fighting
LEAD content prompted (host)
NPS Survey
Standards tracking prompted (host) NPS Survey
Re-integration seminar
Showcasing their story (promoter)
Upselling to another product
GCM/LEAD content
CUSTOMER PROMOTER
SIGN UP APPLY MATCH REalize COMPLETE Re-integrate
Smarter & faster GCDPproposed customer flow For AUGUST Launch
Young Person goes to
aiesec.org
Creates profile on Opportunities
Portal
Edits and adds to their profile while
browsing Opportunities
SIGN UP APPLY MATCH REalize COMPLETE Re-integrate
View is limited based on profile completeness
AlumniVisitor LEADSTRANGER
Matchability guides what projects they
should and can apply for, based on: entity partnership,
timelines, issue
Projects may require them to: complete an inbuilt language
test, values test
Project manager/TN taker may ask them to interview, this will
go in their notifications
If they both accept ANs, then it’s a
match!
Standards tracking prompted (home)
Invited to OPS (home)
Logistics tracked
LEAD content prompted (home)
Indemnity, XPP, Insurance
requirements prompted (home)
Integration content prompted (host)
Proactive Fire fighting
LEAD content prompted (host)
NPS Survey
Standards tracking prompted (host)
NPS Survey
Promoter prompt
Re-integration seminar
Showcasing their story (promoter)
Upselling to another product
GCM/LEAD content
CUSTOMER PROMOTER
SIGN UP APPLY MATCH REalize COMPLETE Re-integrate
Smarter & faster TMP/TLPproposed customer flow For AUGUST Launch
Young Person goes to
aiesec.org
Creates profile on Opportunities
Portal
Edits and adds to their profile while
browsing Opportunities
SIGN UP APPLY MATCH REalize COMPLETE UP-SELl
View is limited based on profile completeness
AlumniVisitor LEAD CUSTOMER PROMOTERSTRANGER
Matchability guides what roles they can apply for based on:
location, skills
Roles may require them to: complete
an inbuilt language test,
values test
Recruiter may ask them to interview, or assessment centre, this will go in their
notifications
If the recruiter accepts them, it’s a
match!
Team Standards tracking prompted
Resource Hub prompted
Internal Comms prompted
LEAD content prompted
NPS and firefighting
Proactive Fire fighting
NPS Survey
Team Standards tracking
Promoter prompt
Resource Hub prompted
LEAD content prompted
Showcasing their story (promoter)
Upselling to another product
GCM/LEAD content
Exit Survey
SIGN UP APPLY MATCH REalize COMPLETE UP-SELl
Building a “smarter and faster” system...‣Planning and Tracking: Similar to MarketPlace, you plan your goals for ELD and NPS, then your partners,
strategies and timelines, this data will be transparent globally ‣The CRM: Your main customer management application where you will see all current registered users of the
platform - for Students, for Companies and for Opportunities ‣Library: The space where all content is uploaded, tagged, and suggested for different roles. No more wikis,
just tagged data which collects based upon user stats. Depending on your role, the system will suggest education to you and L&D will be able to plan modules and assessments ‣ Internal Comms: Emails within the system to any profile registered (ie. LCP of …), Facebook messenger
style conversations with your teams, personal news feeds ‣Teams: A shared space for you to communicate with your teams, set the team purpose, goal and track and
manage towards it. Similar to a working space. ‣Projects: The way we manage our iGCDP projects in workspaces with a combination of EPs, TN managers
and anyone else who is involved in the running of the project. There will be tracking, discussions and shared photos etc. ‣Analysis: A really, really, really big space within each app where you will find powerful BI in easy report
templates to cover every process, team and product in the organisation. !
To see the full overview see the SYSTEM GUIDE!
SOunds great... But
how do I LEAD this?
Let’s take a look at the bigger picture of
system implementation and
your role in this…
Why MANAGE CHANGE?When the new GIS is launched, all of us will go through many emotional reactions. We should be aware that this will change a lot over time, and so we should plan and prepare to help manage
this change in our membership
You now
YOU IN DECEMBER (or earlier!)
June july august Sept oct Nov
What’s the TIMELINETesting Phase IMPLEMENTATION
Once we have a clear minimum viable product, we will begin testing the system.
!We need as many people from diverse
backgrounds, functions and entities to try and use the system and give us feedback on how
to fine tune it to be better. !
Also during this time, all data from myaiesec.net will be transferred to the GIS.
When we’re confident that the system minimums are ready for use, we will launch
the system and manage a 3 month implementation process.
!
In this, every single person in AIESEC will stop using myaiesec.net and our current
systems and integrate or move to the GIS.
In less than 30 weeks… ✓Every entity around the world is using the GIS or has fully integrated their
platforms ✓Every member in AIESEC has a GIS user account and has started using it ✓Every website globally connects to the OP to drive customers faster ✓Education and Internal Communications within AIESEC is revolutionised and
MCs have adapted ✓myaiesec.net no longer exists ✓customer gauge is no longer a partner of AIESEC ✓the Online Registration System (ORS) no longer exists ✓the current MarketPlace and Opportunities Portal are replaced
What about December?
What about managing Change?We are adapting the Kotter Model of change management in this project. !
!
We recommend you use this framework in your own entity, starting the first step - creating a sense of urgency now! !
!
More details of exactly what as MC you should do is in the Implementation Guide!
The leaders believe in the strategic need for the GIS this year and are motivated to make
it happen due to internal and external threats/opportunities.
Create a sense of urgency
To get a team of people throughout the organisation who will lead the change by: communicating the vision to the whole
network, bring belief, excitement, urgency,
and commitment to the change.
Powerful guiding coalition
Create a simple and sticky vision to link the outcome of the project to AIESEC's progress which can be easily
communicated
Vision for the change
Every stakeholder believes in the vision,
knows how the GIS affects their daily operations and
what they need to adjust in order to make full
implementation possible.
communicate
Change Management 13.14
Now until July
To have a smooth transition process from current myaiesec.net to the GIS, procedure for continual changes,
education and overcome obstacles by
empowering the network
empower and Overcome challenges
Increase belief and excitement and get
more people to use the system by showing the successes we achieve
on a regular basis
Showcase early implementors
Recognise success and failures constantly,
identify what can be improved and keep
engaging and exciting the network in the system change
Fast reactions
To ensure that the GIS becomes a core part the
way we do things, and that our culture is aligned to
this. Make the GIS part of our organisational DNA.
Anchor the change
Change Management 14.15
August until middle of 2015