gcdp strategic meeting - output presentation - short version - 2
DESCRIPTION
GCDP Strategic Meeting - Output Presentation - Short Version - 2TRANSCRIPT
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+GCDP Strategic Meeting
THE GENERATION
12/13
Istanbul, Turkey
7th-10th November
CREATING PROMOTERS THROUGH BETTER CUSTOMER EXPERIENCE & DELIVERY
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+Expected outcome
“Creating more promoters of AIESEC through a better customer experience and GCDP Delivery”
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+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
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+Unsatisfied Needs of EPs
1. Job Description Alignment
2. Project Preparation
3. Logistical Support
4. EP/Trainee ELD Experience
5. Communication
Alignment
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+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
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+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)
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+
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+Creating Promoters by Issue Development for JD alignment and better expectation setting1
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+
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)
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+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
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+
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.
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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
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+STRATEGIES & ACTIONS
1. Issue Segmentation & Sample JDs2. Success Definition of GCDP Projects3. Clarity on Value Creation and
Responsibilities4. JD Creation Framework
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+Creating Promoters by Project Better Management 2
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+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.
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+WHY
EPs feedback based on NPS
no common project management framework within the network
structured way to create promoters
PMF based on customer needs
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+HOW
1. Project Management Framework
2. Fulfilling Customer Needs in Project Delivery
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+Creating Promoters by enhancing learning/leadership experience of GCDP EPs3
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+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
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+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%)
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+HOW
GCDP Experienc
e
Cultural Unders.
Cultural Prep.
Social Impact
Integration
Personal Dev.
EP Team Leader
Trainee Conference
EP Micro Experiences
LEAD for EPs
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+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
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+STRATEGIES & ACTIONS
1. EP Team Leader2. Trainee Conference3. EP Micro-Experiences4. LEAD for EPs
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+Creating promoters by customer feedback and resolving system for constant communication with our customers4
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+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
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+HOW
COLLECT FEEDBACK
RESPOND TO NEEDS
DRIVE BEHAVIOR
S
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+
Strategies & Actions
Local Level
Quality Manager
National Level
Implementation of National Control Board
Global Level
Leveraging NPS Usage
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+
IMPLEMENTATION PLAN
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+HOW TO IMPLEMENT?
COUNTRY PARTNERSHIP
REVIEW
TRACKING THE PROCESS
COMMUNICATION WITH THE NETWORK
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+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.
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+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
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+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