AIESEC’s New Global Information System
Flow of this Session 1. 2. 3. 4. 5. 6.
Why a new GIS now? Why and what of the Business Rules in GCDP ? How will LC GCDP structures change? Testing and Implementation The resources My questions
Why a new GIS
NOW?
WHY NOW?
We are a purposeful, collaborative, and driven generation of 100,00 young leaders, ready to
achieve 2015 and beyond
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
From 1948 until 2011 we provided
257,079 exchange experiences
But we’ll never make this jump with yesterday’s processes and today’s
& If we can connect our resources‌ 100,000 members of Gen 2015 Opportunity Portals for EPs and Members
MarketPlace
Business Intelligence for all our members and customers
GIS
NPS
...We can achieve 2015
& there’s even more REASONS... External Competition:
Internal Challenges:
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
Frequent System Failure So many unconnected systems
Old and inflexible technology
Current systems are expensive
The bottom line?
And don’t forget these...
need
We
to become
TODAY
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
10 years from now...
WE WILL SAY...
“
We achieved 2015 & beyond by empowering a generation with the technology to be
smarter and faster
�
than ever before
: g n i r e d n o w e r ’ u o ? y w o e l f b y r a e m m o t s u c a s i t a h w 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
: g n i r e d n o w e r ’ u o ? y w o e l f b y r a e m m o t s u c a s i t a h w
Business Rules
So let’s look at our current customer flows and how those will change for GIP, GCDP, and TMP/TLP
WHy and what business rules?
The reason why behind business rules
By having business rules we become more clear and effective
By having business rules, we drive our network as one to have a clear & “clean� system, with accurate opportunities .
By having business rules, we drive our network as one to be more effective, by having faster processes, run by business intelligence
Smarter & faster oGCDP Business Rules for the proposed customer flow For AUGUST Launch
STRANGER
Visitor
LEAD
SIGN UP
APPLY
View is based on profile completeness and matchability. Members have unlimited view, though it is still based on matchability .
View can be limited, based on criteria set by MC. Students can add unlimited number of issues and country preferences.
Apply is limited by the criteria set by MC Profile needs to be completed further before application Students can apply to a maximum of 15 TNs. The TN application will be removed if not responded within 21 days.
CUSTOMER MATCH EP/ EP manager to complete contract & AN to approve the match. TN manager needs to complete TN contract & AN and confirm the starting and end dates. EP & TN managers need to approve the match before the EP can approve the match. EP can’t be matched to 2 TNs, unless the 2nd TN starting date is > 6 weeks from the 1st TN.
If a person is not applying/ Once AN is sent, EP will be searching/ in an asked if they want to keep application process for their other applications. If not responded, they wil be over 30 days, the person removed in 15 days. becomes an inactive lead.
REalize Insurance has to be uploaded before changing the status to realised. Standards checkboxes have to be filled before changing the status to realised.
TN manager will put the form on realised.
PROMOTER Alumni COMPLETE Standards (till completed) checkboxes need to be filled before changing the status to completed.
Internship is completed when the end date expires and the standards have been completed.
Re-integrate
Smarter & faster iGCDP
Business rules for the proposed customer flow For AUGUST Launch
STRANGER
Visitor
LEAD
SIGN UP
APPLY
Only completed project profiles will be displayed on the opportunity portal.
Once an EP applied for your TN, you need to respond within 21 days before EP is removed from your EP pool.
Only 1 master issue and 2 sub issues per You can like up to 15 EPs at the same time with project more than 50% matchability and up to 5 Projects can have a EPs with less than 50% general date in the description. TNs can You can unlike an EP as have separate dates but long as you haven’t sent the project date is set as an AN. default. Reminder notiication can be sent to TN taker after 3 Project Start Date > and after 9 days of Current Date and applying until Duration > 6 weeks. communication is initiated.
CUSTOMER MATCH You can allocate EPs in other TNs as long as it’s under the same project. TN and EP manager need to approve the match. Indemnity form, acceptance note and digital signature need to be completed before match. After the match is made, the start and end dates need to be reconfirmed. MC can set materials to send automatically to EPs.
REalize
PROMOTER Alumni COMPLETE
Insurance has to be Standards (till completed) uploaded before checkboxes need to be changing the status to filled before changing the realised. status to completed. Standards (till realise) checkboxes has to be filled before changing the status to realised.
Re-integrate TNs can be re-raised under he same project with new dates.
HOW our structures will change?
Ogcdp front office Role 1) To capitalize on the business intelligence to work with more accurate marketing strategies for promotion (MKT synergy) 2) To guarantee the right alignment with ICX partners for promotion alignment (MKT synergy) 3) To deliver expectation setting and alignment for the EP (LEAD, OPS, interview alignment) 4) To guarantee a good delivery and fast response to any necessary Fire Fighting 5) To make process improvement based on customer feedbacks.
Key deliverables kpis
- Alignment with MKT to guarantee a marketing strategy based on market opportunities
Conversion Rate (Apply -> MA)
- Support LEAD for Eps
# MA
- OPS delivery
# RE
- Guarantee legal support and insurance for the EP - Ensure tracking and support to EP during the process
Lc structures Towards the customer flow implementation
# Complete XP
MA Time NPS % Promoters % Response Rate
Ogcdp back office office Mkt-comms Role: Driving traffic to online platforms (website, GIS) and promoting the programme setting right expectations and packaging. Key deliverables: - Targeted attraction - Management of sign-ups as potential leads (direct marketing with opportunities connected with matchability) - Incentives to actively search / apply to TNs - Showcasing of the partnerships - Entity Partnerships - based marketing KPIs: # Sign-ups # Apply Conversion Rate (sign-up -> apply) Website visits
Website to GIS conversion Sign-up to apply conversion time Sign-up to match conversion NPS satisfaction
tm Role: Provide support for recruitment and education of GCDP EP's, and also development plan for team members' development, offering high quality front and back office experiences. Key deliverables: - Support in selection of EP's - Responsible in delivering LEAD for EP's - Education and trainings for team members - Team Minimums tracking and education KPIs:
# IxP % Members allocated in the programme % Team Minimums fulfillment
Lc structures Towards the customer flow implementation
finance Role: Ensure LC sustainability implementing new Financial Model aligned to GIS
igcdp front office Role To ensure leadership development of the EPs through a GCDP experience with right alignment in the delivery of the experience
Key deliverables - Sales for NGOs - Deliver projects according to the issues - Deliver a very clear form and alignment on the TN side needs for the OGX interview - Ensure LC2LC partnerships and S&D delivery - Ensure LEAD and IPS delivery - To make process improvement based on customer feedbacks - To guarantee standards delivery
kpis - # Sign Ups - # MA - # RE - # Complete XP - MA Time - NPS - %Promoters - %Response Rate
LC STRUCTURES Towards the customer flow implementation
igcdp back office office tm Role: Provide support for recruitment and education of GCDP EP's, and also development plan for team members' development, offering high quality front and back office experiences. Key deliverables: - Support in selection of EP's - Responsible in delivering LEAD for EP's - Education and trainings for team members - Team Minimums tracking and education KPIs: % productivitity # members allocated in every project % team minimums implementation NPS % Promoters % Response Rate
Mkt - comms Role: To facilitate the promotion of iGCDP TNs according to the EY Partnerships and create the right expectation in the EP side Key deliverables: - to guarantee alignement of the TN forms to make it more attracted in the OP - showcasing of the experiences
finance Role: Ensure LC sustainability implementing new Financial Model aligned to GIS
KPIs: - #applications per TN (opportunty Marketing) - TN Match Rate (opportunity marketing) - TN Match Time (opportunity marketing) - % of applicants above 80% matchability (efficiency of marketing)
LC STRUCTURES Towards the customer flow implementation
TESTING &
IMPLEMENTATION
5 Simple steps to test THE GIS 1. Register to the system
2. Log in to the system
3. Do specific actions which are specified in this user guide
4. Give feedback after each action (even when you like everything)
5. Come back to test the system and check if you like the changes
STARTS TODAY!!
THE RESOURCES
Read the FAQs which are being constantly updated Go through all the GIS newsletters that have been sent to MCPs (ask your MCP to forward it) Check it in your inbox every week
https://aiesec.zendesk.com/hc/en-us
Check aies.ec which is updated with all the information about the GIS. You can find there ● - All customer flow videos & previous webinar - Implementation plan template - GIS session example with video explanation - GIS testing guides Visit the site constantly as all new materials are being uploaded
http://www.aies.ec/#landing
My questions
Timeline before ic What is going to happen until IC:
Contantly update the MC checklist
Finishing of system development Cleaning data before the final migration First round of system testing (4 guides already out) Creating
proposals
for
the
What should i do before ic:
refreshed
financial model (due to the new customer flows) Every MCP will get an account who can after give accounts for the MC members & LCPs
Select a GIS responsible from your MC (who is not the MCP) Read all released materials Create a detailed implementation plan & submit it to AI Run session with your LCPs (& possibly all EBs) about why, how, what of the GIS Test the Beta version of the system & give feedback Understand in details (with the whole MC) what changes the new customer flows will bring to your entity Reject all EPs and TNs with starting date earlier than 15th of August (we won’t migrate older EP&TN forms) DDL.:15th of August
What is going to happen between IC and the end of October? Myaiesec.net will be still running and we will still run operations there We will continue to test the GIS (in more details, with more functions) and give feedback about bugs or anything that should be changed until the final switch The development of the GIS will continue based on that Data will be migrated at the end of every day from myaiesec.net to the GIS ●
Except for files: those will be migrated only twice: once in August and once finally in October
The two system won’t be complete mirrors so matching & realization should mainly still happen on myaiesec.net
Why should I test the GIS if operations will be still done on myaiesec?
To give feedback and make sure that the time of the switch the system is working the best possible way & has the fewest bugs possible To understand the logic of the system and get comfortable using it To start training your members & make sure that „business goes as usual” after the switch To participate in a competition including the whole network (details coming at IC )
What should I do from IC till the end of October Continue filling the MC checklist Educate your membership in large scale on what the new customer flow will mean for them For example: how their roles changes Test the GIS weekly and get to know the system (log in as offen as you can) Give feedback to the system Decide on where to charge the EP fee Make sure that LCs have a clear implementation plan about customer flows & GIS Fill country partnerships & entity goals in the system