igip capacity for quality delivery

Building Capacity to deliver Quality Experiences iGIP

Role of HOST ENTITY in GIP

Ensuring AIESEC Support to EP

including accommodation,

support, logistics, travel etc!

JD Alignment between EP and

the company along with the

right expectation setting

Effective Integration of EP

into the city, culture etc!

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


Here enter number of

interns/EPs one member can deliver Eg: 1

member – 3 EPs


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

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 0-15 in 2014

Number of members: Depends on Realization goal and efficiency (from planning framework) Job Description:• Raising (from Market Research, sales, raise)• Matching (S&D analysis, matching process)• Delivery (Legal and Reception, EP Experience delivery)

VP

Member Member Member Member

All members are doing Ra, Ma and Re

STEP 2: JD within the structure

Recommendation: Each member is delivering to EPs he/she has matched since the LC is still at start up and does

not have a HIGH VOLUME of EPs

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 Ensuring smooth payment of salary to EP from company0 During the sales and raise process, keep in mind that members are aligning JD expectations with Company so that

after the match the EP is satisfier

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

STEP 2: Ideal duration of teams

Makes sense for teams to be for 6 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

In case the same members cannot

continue to communicate with Eps, transition the existing Eps to new members

STEP 2: Ensuring high quality through transition of teams

Team A is finishing their term in July end and has Realizations in JuneTeam A needs to ensure complete

delivery to Eps and that the new iGIP team is aware of their role in delivery

Team B starts in July end and it is PART OF THEIR role (along with support

from some people on Team A) to communicate with Eps and ensure

support throughout the Eps experience

STEP 2: An LC that has planned between 15-40 Re in 2014

VP

TL

Ra&Ma

Ra&Ma

Deliv.

TL

Ra&Ma

Ra&Ma

Deliv.

∞ ∞

Team Leaders can be split by Industry or by Sub Product depending on your external reality

We have the same people working on Raise and Match within the structure for effective and fast account management

We have specific members only to work on EP Experience delivery so that EVERY EP has a great experience and the rest of the team can focus on account management


VP

TL

Ra&Ma

Ra&Ma

Deliv.

TL

Ra&Ma

Ra&Ma

Deliv.

Compared to the structure of the start up LC, this structure has specific members for Delivery – who will work on delivering high quality

experiences pre realization, during realization and post realization


JD of Delivery members in the team

During Raising period During Matching period

During Realization

• Ensure clear and high quality JD in a specific product

• Clear expectation setting with company about role of EP, salary and duration of internship

• 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

• Induction meeting with EP and company



During Raising period



• In this structure, since the delivery members are not the ones selling there needs to be clear SYNERGY between the delivery members and Sales members to ensure sales members are doing the right expectation setting



• In some cases members doing matching are in touch with the EP however ALL the visa support and information needs to be coordinated by delivery members so matching members can focus on more matching

• It makes sense to start working on EP accommodation, rent details, contracts etc right after the match so that it is done in time for the realization.

• Send Eps a detailed booklet of the city and details about accommodation so that EP is prepared

During Matching period





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

The induction meeting with the company can be done by the sales members as well!

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

During Realization





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

KPI 1:


KPI 2:


Similar to an LC planning 15-40 Re

The differences are:

1. More members needed in teams (Use TM planning framework) to be able to delivery high quality experiences

2. Involve all LC members much more for delivery at the realization stage to ensure high quality

VP

TL

Ra&Ma

Ra&Ma

Deliv.

TL

Ra&Ma

Ra&Ma

Deliv.


Structure and JD is similar to LC doing between 15-40 Re

VP (SP1)

TL Ra TL Ma TL Delivery

TL Current Account

Team split by Process of Raise, Match and Delivery because this team is high volume and requires focus on each process

The Team for Current accounts manage raise and match to ensure effective account management

There can be an added Team Leader or some more members in Current account team in case there are more current accounts

It is important that JD and MoS of members in these teams is split between Current accounts and new accounts

Delivery happens all year round – either preparing for delivery or receiving interns and supporting them hence a separate team is crucial



JD of Delivery members in the delivery team

During Raising period During Matching period

During Realization











During Raising period



• In this structure, since the delivery members are not the ones selling there needs to be clear SYNERGY between the delivery members and Sales members to ensure sales members are doing the right expectation setting



• In some cases members doing matching are in touch with the EP however ALL the visa support and information needs to be coordinated by delivery members so matching members can focus on more matching

• It makes sense to start working on EP accommodation, rent details, contracts etc right after the match so that it is done in time for the realization.

• Send Eps a detailed booklet of the city and details about accommodation so that EP is prepared

• Since LC is HIGH volume, start creating specific reception material etc for Entity partners and have good synergy with MC to make this happen (Align with MC)

During Matching period




JD of Delivery members in the delivery team

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

The induction meeting with the company can be done by the sales members as well!

During Realization






The members in the DELIVERY Team are also managing realizations of the current account team.

Have enough members doing delivery in this LC structure as it is really important to have capacity to deliver to so many Eps simultaneously

Teams in this structure might sometimes be between 4-6 months so make sure there is effective transition between two teams so that Eps do not lose touch with AIESEC and there is continuous support.

Ensure perfect synergy between the Raising, Matching and Delivery team so that delivery is smooth and there are no communication gaps.

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

KPI 1:


KPI 2:


Job Description (TL Raising)• Coordinate the market research, segmentation

and division• Process optimization from research-sales to

raise• Coordinate the activities of the members• Performance review and tracking

VP (SP1)

TL Ra TL Ma TL Delivery

TL Current Account

VP

TL SP2

Ra&Ma

Ra&Ma

Delivery

TL SP3

Job Description (TL Matching)• Supply and Demand Analysis• LC to LC Partnership• Coordinate the activities of the members• Performance review and tracking

Job Description (TL Delivery)Legal and Quality analysis• Coordinate the activities of the members• Performance review and tracking• Minimum quality standard delivery to EP• Ensuring EP has a great experiences and enable

delivery of inner journey to EP

STEP 2: An LC that has planned between 70-100 or 100-150 Re in 2014


For VP 1

Structure, JD and KPI is similar to the 70-100 LC Structure

For VP 2

Structure, JD and KPI is similar to the LCs doing 15-40 and 40-70 Re

igip capacity for quality delivery

Education

largest detractor

ma raamp

tl raamp

great experience

members performance

high quality

trainee buddy

ep induction