Global Support Team anylsis

Materials from GST 12-13

How you can use it? Go through and take inputs!

Basically one of the main problems in GIP is too long process

Still a lot of improvements we can do ourselves

Information about research

2 types of surveys run among EPs with rejected EP forms:

- Short survey – 110 responses

- Long survey - … responses (Tom’s survey)

Survey run among EPs who are available for 60+ days

Interviews with Polish LCVP OGXs

Short survey for rejected EPs

Short survey for rejected EPs

110 responses from all the regions

75 GIP EPs

35 GCDP EPs

What are the main reasons of not going for exchange?

Too long process (e.g.problems with status changing)

Lack of suitable TNs

Personal issues

Choosing another programme in the process/ finding the job locally

Problems with matching

Many choices in the database and difficulties to choose

Wrong selection process, lack of knowledge about supply & demand – be really sure that potential EP is matchable

What are the main reasons of not going for exchange?

Exchange fee was too expensive

Communication with the sending entity

Communication with potential hosting entities

Recruiting wrong people/setting expectations:

„I wasn’t the best candidate for internship”

„I have not found the program which I looked for – GIP for psychologist, counsellor in North Europe, Great Britain, Canada or Australia

„I took TLP/CEEDership opportunity instead”

Transition process in the LCs/MCs/AI is the time when communication gets longer and more EPs resign because of it

98% of EPs perceive the process as l o n g.

What are the main reasons EPs can not match in less

than 2 months?

Too high expectations of TN takers/ EPs do not have enough experience

Communication problems

Long process

Confusion with the AIESEC shortcuts and names of LC (example: in MoC)

Confusion of EPs about how many TNs there are

EP managers are not enough motivated

What could AIESEC do better?

„Nothing, AIESEC did a perfect job”

Give more information about visa processes

More user-friendly website

Motivate somehow TN managers to reply

Be more reachable

Faster selection process

What could AIESEC do better?

Advertising the TNs for concrete peaks

More specific information about the quality of the program

Strict rules of cooperation with TN Takers, timeline of selection for TNs, introducing expiration date of TNs

Giving limited opportunities for GCDP internships to EPs (lack of access to my@net for GCDP EPs)

Ongoing recruitments

S

Customer eXPerience project: TN Takers’ analysis

Main outcomes of interviewing TN Takers

They like that AIESEC takes care of all the formal issues and preparation of an intern to come to a new country

Some of them would prefer to have access to the database to be able to look for interns by themselves

Communication channel between TN manager and TN Taker should be improved, though in general they see that they should be more involved in it, too

They would appreciate more structured way of presenting what kind of supply we have, specifing the country of origin, languages of EPs and their backgrounds.

Main outcomes of interviewing TN Takers

The process takes too much time

Both sides should follow the key deadlines – EPs presentation, pre-screening and interviews should happen in the agreed timeline and should be respected.

What are 3 main advantages of the current

process

Preparation phase

Support with all the formalities (visa, etc)

Support throughout the process of EP manager

What are the biggest bottlenecks of the current

process?

Too long process:

Administration of the system (status changes etc.)

Several selection processes

Lack of centralized document storing

1

What are the biggest bottlenecks of the current

process?

Communication problems:

Difficulties choosing the TNs, EPs can apply for unlimited amount of TNs

Too much traffic in the mailbox of TN managers

Lack of S&D understanding

Attitude of members

TN Takers do not have access to the platform 2

What are the biggest bottlenecks of the current

process?

Promotion:

Not enough usage of social media, not engaging our potential customers in discussions enough,

Not levaraging our promoters

Difficulties with targetted promotion

3

The WASTES of our exchange delivery process

are.. 1.Duration (it takes too much time)

- AIESEC focused, not customer focused

- Flexibility in operations

- Non-aligned selection

- Lack of knowledge in supply and demand

2. Repetition

- Multiple selection rounds

- Unnecessary steps

- Maximises if there is a problem

The WASTES of our exchange delivery process

are.. 3.Overproduction (there are people who don’t get

an experience)

- Wrong selection

- Too many EPs

- Lack of knowledge in supply & demand

4.Misalignment in supply & demand (they don’t do what they want)

5.Misalignment in needs and received services (they expect something, but the they don’t get it)

6.Lack of cultural understanding

The VALUE we provide to the customer (TN) is…

1. International talents with the right background for the right JD

2. Professionalism in service and delivery

3. Accessibility, clarity of opportunities

The WASTES of our exchange delivery process

are.. 1.No fulfilment of the need (they don’t get a

person)

- We don’t reach the right people

- Sales Education

2.Misalignment in the supply and demand (they don’t get the right person)

- Unsustainable tools

- Weird forms

- Lack of issue definement for GCDP

The WASTES of our exchange delivery process

are.. 3.Duration (it takes too much time)

- AIESEC focused, not customer focused

- Flexibility in operations

- Non-aligned selection

- Lack of knowledge in supply and demand

What we could do as an AIESEC to shorten process? Still there is a lot we can do ourselves:

Right expectation setting

Short DDLs for us and companies during process,

Avoiding to much selection phases,

Online platform for candidates preselection,

Push members and company to make decisions faster,

Raise TN in proper timline- sell products we have capacity to deliver