igip capacity for quality delivery
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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
STEP 1: Plan for Capacity for Summer
Here enter number of
interns/EPs one member can deliver Eg: 1
member – 3 EPs
STEP 1: Plan for Capacity for Summer
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
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.
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
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 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
STEP 2: JD within the structure
JD of Delivery members in the team
During Raising period
• Ensure clear and high quality JD in a specific product
• Clear expectation setting with company about role of EP, salary and duration of internship
• 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
STEP 2: JD within the structure
JD of Delivery members in the team
• 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
• 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
STEP 2: JD within the structure
JD of Delivery members in the 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!
At this stage, make sure you are firefighting fast on NPS incase EP has a comment/issue
During Realization
• 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
STEP 2: KPI within the structure for delivery members in the team
KPI 1:
For a single member - % of Promoters/Total Realizations of the member
KPI 2:
Reducing/Eliminating the largest detractor issue of the LC/MC
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.
STEP 2: An LC that has planned between 40-70 Re in 2014
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
STEP 2: An LC that has planned between 70-100 Re in 2014
STEP 2: JD within the structure
JD of Delivery members in the delivery 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
STEP 2: JD within the structure
JD of Delivery members in the team
During Raising period
• Ensure clear and high quality JD in a specific product
• Clear expectation setting with company about role of EP, salary and duration of internship
• 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
STEP 2: JD within the structure
JD of Delivery members in the team
• 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
• 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
STEP 2: JD within the structure
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
• 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
STEP 2: JD within the structure
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:
For a single member - % of Promoters/Total Realizations of the member
KPI 2:
Reducing/Eliminating the largest detractor issue of the LC/MC
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
STEP 2: An LC that has planned between 70-100 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