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 GIS ? How will LC GIP 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...
We
need
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
FASTER & SMARTER nutshell? A
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
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
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 oGIP
Business rules for the proposed customer flow For AUGUST Launch
STRANGER
Visitor
LEAD
SIGN UP
APPLY
Young Person goes to aiesec.org Creates profile on Opportunities Portal Edits and adds to their profile while browsing Opportunities View is limited based on profile completeness
Matchability guides what they should and can apply for, based on: background, SP, dates, entity partnership TNs may require them to: complete an inbuilt language test, competency test, values test Complete video cover letter
CUSTOMER MATCH TN taker may ask them to interview, this will go in their notifications
If they both accept ANs, then it’s a match!
REalize Standards tracking prompted (home)
PROMOTER Alumni COMPLETE Standards tracking prompted (host)
Integration content Invited to OPS (home) prompted (host) Logistics tracked LEAD content prompted (home) Indemnity, XPP, Insurance requirements prompted (home)
Re-integrate NPS Survey Re-integration seminar
LEAD content prompted (host)
GCM/LEAD content
NPS Survey
Showcasing their story (promoter)
Proactive Fire fighting Upselling to another product Promoter prompt
Smarter & faster oGIP Business Rules for the proposed customer flow For AUGUST Launch SIGN UP
Users are directed to programs based on the profile they filled at sign-up.
1
Smarter & faster oGIP Business Rules for the proposed customer flow For AUGUST Launch SIGN UP
View is limited based on profile completeness for externals signing up for GIP/GCDP
2
Smarter & faster oGIP Business Rules for the proposed customer flow For AUGUST Launch SIGN UP
Members in a current TMP/TLP role have unlimited view.
3
Smarter & faster oGIP Business Rules for the proposed customer flow For AUGUST Launch SIGN UP
Students cannot apply if they are over 30 years of age
4
Smarter & faster oGIP Business Rules for the proposed customer flow For AUGUST Launch APPLY
Person can only apply for an opportunity after completing his/her profile
5
Smarter & faster oGIP Business Rules for the proposed customer flow For AUGUST Launch APPLY
As soon as a person applies for a first application, the person will become an 'active lead'
6
Smarter & faster oGIP Business Rules for the proposed customer flow For AUGUST Launch APPLY
If a person is not applying/searching/in an application process for over 30 days, the person goes back to being a non active lead
7
Smarter & faster oGIP Business Rules for the proposed customer flow For AUGUST Launch APPLY
A person can apply for limitless opportunities at the same time
8
Smarter & faster oGIP Business Rules for the proposed customer flow For AUGUST Launch APPLY
An application is valid for 21 days, if there is no progress in the selection process for over 21 days, the application is rejected (customisable by MCs)
9
Smarter & faster oGIP Business Rules for the proposed customer flow For AUGUST Launch APPLY
Out of the total amount of countires you are partnering 5% need to be tier 3 entities.
10
Smarter & faster oGIP Business Rules for the proposed customer flow For AUGUST Launch APPLY
If the matchability of a person is lower than 30%, you will not be able to apply to the TN
11
Smarter & faster oGIP Business Rules for the proposed customer flow For AUGUST Launch MATCH
EP needs to complete EP contract & AN to approve the match
12
Smarter & faster oGIP Business Rules for the proposed customer flow For AUGUST Launch MATCH
TN manager needs to complete TN contract & AN + confirm end and start date to approve the match
13
Smarter & faster oGIP Business Rules for the proposed customer flow For AUGUST Launch MATCH
EP & TN manager need to approve the match before the EP manager can approve approve the match
14
Smarter & faster oGIP Business Rules for the proposed customer flow For AUGUST Launch REALISED
Insurance & indemnity form have to be uploaded/completed before changing the status to realized
15
Smarter & faster oGIP Business Rules for the proposed customer flow For AUGUST Launch REALISED
Standards (till realize) checkboxes has to be filled before changing the status to realized
16
Smarter & faster oGIP Business Rules for the proposed customer flow For AUGUST Launch REALISED
TN Manager will put the form on realised
17
Smarter & faster oGIP Business Rules for the proposed customer flow For AUGUST Launch COMPLETED
Standards (till completed) checkboxes has to be filled before changing the status to completed
18
Smarter & faster oGIP Business Rules for the proposed customer flow For AUGUST Launch COMPLETED
Internship is completed when the end date expires
19
Smarter & faster iGIP
Business rules for the proposed customer flow For AUGUST Launch
STRANGER
Visitor
LEAD
SIGN UP
APPLY
Young Person goes to aiesec.org Creates profile on Opportunities Portal Edits and adds to their profile while browsing Opportunities View is limited based on profile completeness
Matchability guides what they should and can apply for, based on: background, SP, dates, entity partnership TNs may require them to: complete an inbuilt language test, competency test, values test Complete video cover letter
CUSTOMER MATCH TN taker may ask them to interview, this will go in their notifications
If they both accept ANs, then it’s a match!
REalize Standards tracking prompted (home)
PROMOTER Alumni COMPLETE Standards tracking prompted (host)
Integration content Invited to OPS (home) prompted (host) Logistics tracked LEAD content prompted (home) Indemnity, XPP, Insurance requirements prompted (home)
Re-integrate NPS Survey Re-integration seminar
LEAD content prompted (host)
GCM/LEAD content
NPS Survey
Showcasing their story (promoter)
Proactive Fire fighting Upselling to another product Promoter prompt
Smarter & faster iGIP Business Rules for the proposed customer flow For AUGUST Launch SIGN UP
Companies must be in territories where AIESEC is present
1
Smarter & faster iGIP Business Rules for the proposed customer flow For AUGUST Launch SIGN UP
If a member registers a company with more than 10,000 employees AI receives a notification or prospect list
2
Smarter & faster iGIP Business Rules for the proposed customer flow For AUGUST Launch SIGN UP
Members signing up a company are required to complete Company Name, Industry, Country/Territory, Employee Size, Description
3
Smarter & faster iGIP Business Rules for the proposed customer flow For AUGUST Launch SIGN UP
Companies can be signed up by AI, MC, LC EB, iGIP members, and others given permission by LC VP iGIP
4
Smarter & faster iGIP Business Rules for the proposed customer flow For AUGUST Launch APPLY
All MC members can create an opportunity is company profile is 100% completed.
5
Smarter & faster iGIP Business Rules for the proposed customer flow For AUGUST Launch APPLY
MC can delegate permissions to create opportunities to LC EB and members
6
Smarter & faster iGIP Business Rules for the proposed customer flow For AUGUST Launch APPLY
All opportunities must be approved by host MC prior to going live on the system
7
Smarter & faster iGIP Business Rules for the proposed customer flow For AUGUST Launch APPLY
Can delegate approve the opportunity to go on raise
8
Smarter & faster iGIP Business Rules for the proposed customer flow For AUGUST Launch APPLY
Maximum 1 sub-product and 2 backgrounds
9
Smarter & faster iGIP Business Rules for the proposed customer flow For AUGUST Launch APPLY
Opening an opportunity prompts the TN Manager to receive an overview of the matching and delivery process and when each thing should happen (content provided by MCs)
10
Smarter & faster iGIP Business Rules for the proposed customer flow For AUGUST Launch APPLY
Company can only have an opportunity opened once their profile is complete
11
Smarter & faster iGIP Business Rules for the proposed customer flow For AUGUST Launch APPLY
MC can put a certain amount of days per step in the selection process as deadlines for the applicants to fulfill the step
12
Smarter & faster iGIP Business Rules for the proposed customer flow For AUGUST Launch APPLY
Following should be required: JD, backgrounds, education (graduate, undergraduate, postgraduate), country/regional preferences, language requirements, skills, location (connected to main/branch accounts), salary per month, duration, any additional information required)
13
Smarter & faster iGIP Business Rules for the proposed customer flow For AUGUST Launch MATCH
TN Manager can only accept one EP per role at a time
14
Smarter & faster iGIP Business Rules for the proposed customer flow For AUGUST Launch MATCH
TN Manager accepting an EP prompts a notification to the EP and the EP Manager to approve the match
15
Smarter & faster iGIP Business Rules for the proposed customer flow For AUGUST Launch MATCH
When the EP and EP Manager accept the match, the TN Manager can automatically send reception materials, visa information, LEAD content, etc to the EP
16
Smarter & faster iGIP Business Rules for the proposed customer flow For AUGUST Launch MATCH
MC can set materials to be automatically sent to any EPs upon match
17
Smarter & faster iGIP Business Rules for the proposed customer flow For AUGUST Launch MATCH
TN manager needs to complete TN contract & AN + confirm end and start date to approve the match
18
Smarter & faster iGIP Business Rules for the proposed customer flow For AUGUST Launch REALISED
Insurance & indemnity form have to be uploaded/completed before changing the status to realized
19
Smarter & faster iGIP Business Rules for the proposed customer flow For AUGUST Launch REALISED
Standards (till realize) checkboxes has to be filled before changing the status to realized
20
Smarter & faster iGIP Business Rules for the proposed customer flow For AUGUST Launch REALISED
TN Manager will put the form on realised
21
Smarter & faster iGIP Business Rules for the proposed customer flow For AUGUST Launch REALISED
Realised Stage begins with the first day of work of the EP
22
Smarter & faster iGIP Business Rules for the proposed customer flow For AUGUST Launch REALISED
Process Survey results sent to TN Manager upon realization
23
Smarter & faster iGIP Business Rules for the proposed customer flow For AUGUST Launch COMPLETED
Standards (till completed) checkboxes has to be filled before changing the status to completed
24
Smarter & faster iGIP Business Rules for the proposed customer flow For AUGUST Launch COMPLETED
Internship is completed when the end date expires
25
Smarter & faster iGIP Business Rules for the proposed customer flow For AUGUST Launch COMPLETED
NPS Survey sent to TN Manager upon completion
26
Smarter & faster iGIP Business Rules for the proposed customer flow For AUGUST Launch RE-INTEGRATION
TN Managers prompted to contact TN-takers every month (or another standard set by MC)
27
Smarter & faster iGIP Business Rules for the proposed customer flow For AUGUST Launch RE-INTEGRATION
TN Managers prompted to meet with TN-Takers every quarter (or another standard set by MC)
28
HOW our structures will change?
OGIP Front Office Role 1) To capitalize on the business intelligence to work with more accurate marketing strategies for promotion (MKT sinergy) 2) To guarantee the right alignment with ICX partners for promotion alignment (MKT sinergy)
Key deliverables - Alignment with MKT to guarantee a marketing strategy based on EY Parterships and students needs - LEAD for EPs
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
- OPS delivery - Guarantee legal support and insurance for the EP
KPIs • • • • • • • •
Conversion Rate (Apply -> MA) # MA # RE # Complete XP MA Time NPS % Promoters % Response Rate
- Overall EP support throughout the experience
on customer feedbacks
Lc structures Towards the customer flow implementation
OGIP Back Office Mkt-Comms
Role: To guarantee a more aligned and focused promotion in order to increase the number of MA from high matchability Key deliverables: -Targeted attraction -Management of sign-ups as potential leads (direct marketing with opportunites connected with matchability) -Incentives to actively search / apply to TNs -Showcasing of the experiences -Entity Partnerships – Based marketing KPIs: -Website visits -Website to GIS Conversion -# Sign-ups -% MA from over X matchability -Sign up to apply conversion rate and time -Sing up to match conversion -NPS Satisfaction
TM Role: To guarantee the L&D of the oGIP
team for a good development and delivery of the members Key deliverables:
1) Guarantee Team Minimums delivery 2) To deliver Educational Cycle based on the members needs KPIs:
%Productivity # Members allocated in every project % Team Minimums fulfillment % Response Rate # IXP
Lc structures Towards the customer flow implementation
Finance Role: Ensure LC sustainability implementing new Financial Model aligned to GIS
IGIP Front Office Role To ensure leadership development of the EPs through a GIP experience with right alignment in the delivery of the experience
Key deliverables - Sales in different markets according to the SP and S&D - Embedding BI for more efficient sales (CRM) - Account management in the company - If company posted a JD to GIS without human interaction, providing consultancy for JD - To guarantee standards delivery - Ensure LEAD and IPS delivery - To make process improvement based on customer feedbacks
KPIs • • • • • • • • • • • •
# Sign Ups # MA # RE # Complete XP MA Time NPS %Promoters %Response Rate %reRA # TNs per TN Taker # cold calls per member per week # meetings per member per month
LC STRUCTURES Towards the customer flow implementation
IGIP Back Office TM Role: To guarantee the L&D of the IGIP team for a good development and delivery of the members Key deliverables: - 1) Guarantee Team Minimums delivery 2) To deliver Educational Cycle based on the members needs KPIs: • % productivitity • # members allocated in every project • % team minimums implementation • NPS • % Promoters • % Response Rate
MKT - Comms Role: To facilitate the promotion for the TN side with company and opportunities promotion Key deliverables: - Opportunity Marketing (Sell the TN) - Leverage on OP-numbers (available profiles per sector, age, etc.) for a more consistent B2B Marketing - Company Marketing (position the TN taker itself to ensure ongoing applicants for even later opportunities - Partnership-based B2B Marketing (supporting Entity Partners' EP Supply) -SEO/SEM strategies for B2B (*)
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
https://aiesec.zendesk.com/hc/en-us support@aiesec.zendesk.com
Check www.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
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
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