AIESEC’s New Global Information System
Flow of this Session 1. 2. 3. 4. 5. 6. 7.
Why a new GIS now? What are the key changes in TM with the new Customer Flow ? Why and what of the Business Rules in TMP /TLP ? How will LC JD ’s 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 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
KEY CHANGES FOR TM -
SIGN UP: The GIS will have an OP for TMP/TLP. Opportunities can be promoted to external students or even internally within the organization (within the same LC/MC or a different LC/MC). This will ensure every person who applies to a role / opportunity has the right expectations and the right person is matched to the right profile.
-
SELECTION PROCESS: The interview/screening process will happen online and will be more scientific and can be standardized by AI/MC and then customized by MC/LC as well.
-
TEAM MINIMUMS TRACKING: All team standards will be tracked on the GIS and every team will get notifications to ensure they are fulfilling the team standards. The team standards will also help measure the goals vs. achieved of a member and of a team. There will also be a calculation of team minimums fulfillment rate and fulfilment rate of each team minimum.
KEY CHANGES FOR TM - RESOURCE HUB: All educational material will be stored and shared through the Resource Hub, which will filter and recommend to users and teams to view content that is most related to their function/role and can also search for content.
- LEAD: On the GIS, entities can add LEAD content which is completely customized to roles and this will be connected to team minimums, and available in the Resource Hub as well. It will also be connected, eventually, with a new Assessment Tool to be embedded in the team member process.
- UP-SELLING: The GIS will automatically show TMP/TLP participants opportunities that suit his/her profile in GIP and GCDP or TMP and TLP and vice versa to GIP/GCDP participants as well.
- LC LEVEL STRUCTURES: Exchange processes will be optimized - team structures and member JDs and KPIs will go through some changes
e r o m e b s u p l e h s i h t l l i w w o H ? e v i t c e f f e - TM BI will be immediately tracked just by following Team Minimums - TMP/TLP Opportunities will be aligned to the Talent Planning - Better resource management inside the LC/MC - Clear contribution of LC teams towards entities’ goals - Better, faster and easier recruitment and talent allocation - Clear role and contribution of TM in all ELD programmes and processes
: 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 ARE
business rules?
e reason why behind business rules 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 TMP/TLP
usiness Rules for the proposed customer flow For AUGUST Launch Sign Up Stage View is based on matchability and profile completeness for external TMP TLP Applicant If the person creating role (LCVP or MCVP or someone with EB role) wants a role to be viewed by anyone who applies to TMP or TLP irrespective of matchability then that it possible Internal TMP/TLP participant can view all opportunities within his/her committee (with recommendations of matchability for each opportunity based on profile and experience) All created roles should be for a minimum of 56 days duration Minimum % of information to complete in order for it to be a sign up - specified in sign up/profile questions
Smarter & faster TMP/TLP
usiness Rules for the proposed customer flow For AUGUST Launch
Apply Stage A person can only apply to opportunities after completeing profile A participant (internal or external) can apply for a maximum of 3 (or 5?) opportunities at the same time If after application, a certain applied opportunity gets matched to someone else/erased/the person who applied is rejected, he/she can apply for more opportunities Business rules that MCs can customise at Apply stage: Number of days within which an LC/Committee needs to respond to application Number of applications one opportunity can have
Smarter & faster TMP/TLP
usiness Rules for the proposed customer flow For AUGUST Launch Match Stage Only EB role allowed to assign match to TMP & TLP participants For a TMP role, the TLP of that particular team can also assign match TMP or TLP participant has to accept match when he/she gets notification after they have been assigned the match (get feedback on this one) As soon as someone is assigned a match, the system asks whether the start date and end date is fine (As per opportunity created) and if not they edit start and end date Every member in a committee should be in a team
Smarter & faster TMP/TLP
usiness Rules for the proposed customer flow For AUGUST Launch Realized Stage 1. Team minimums 2. The team views operational education content (Resource hub) of the function they have been assigned to first and of course can search/select other materials too 3. Realization breaks (if a person leaves the role or is discharged etc) can only be done by a person with EB rights 4. A TMP or TLP role is considered a realization on the start date of indicated in the role (once created or edited at match) 5. In case a team experience already started but a new role is created inside, that it is possible to allocate new members and their start date is start date of role, and end date same as team To be customized by MC: Frequency of tracking of team standards
Smarter & faster TMP/TLP
usiness Rules for the proposed customer flow For AUGUST Launch
m i n i mM
! s e l u R s s e n i s u B ums Team Minimum 1: TEAM
Team Minimum 2: PLAN •Team Plan with clear team success and MoS - TL/EB rights, needs to be uploaded/link to be provided if already on the GIS!
•At least 3 members in a team - Updated automatically by the system •Team Experience at least 2 months - Updated automatically by the system •Each Team having a team purpose - By Team Leader/EB rights (and has to enter the team purpose) •Weekly/Bi-weekly team meetings for performance management and tracking - By Team Leader/EB rights
•Individual plan per team member with clear individual numerical contribution to MoS - Can be uploaded by Team leader and even team members/person with EB rights , needs to be uploaded/link to be provided if already on GIS (Add Goal) •Re-Planning (For LC EB/MC EB) - TL/EB, Linked to plan
•Monthly/Quarter Reviews – Optional for teams living a 3-6 months experience and advisable for LCEB and MCEB teams By LCP/MCP for their LCEB or MCEB teams only . If done by other teams living 6 month terms, can be updated!
•Quarter review (For LCEB/MC EB) - Optional for teams living a 6 months experience and advisable for LCEB and MCEB teams - By LCP/MCP for their LCEB or MCEB teams only . If done by other teams living 6 month terms, can be updated!
Smarter & faster TMP/TLP
usiness Rules for the proposed customer flow For AUGUST Launch
m i n i mM
! s e l u R s s e n i s u B ums Team Minimum 3: JD
Team Minimum 4: Training
•Clear Roles and Responsibilities for each person in the team Updated automatically from the system (Yes, if the tmp/tlp opportunities with all essential (*) criteria are filled and participants are matched to these opportunities •Duration of team at least 56 days - Updated automatically from the system •Measure of Success - TL/EB rights (Add Goal) •Competencies required and Competencies developed - Can be uploaded/answered by TMP or TLP
•Transition for the team - Yes/No by team members or team leader , space for uploading •An education cycle including operational and operational knowledge for the organization - EB rights/TL •Training tailored for each JD - Yes/No by team members or team leader
Smarter & faster TMP/TLP
usiness Rules for the proposed customer flow For AUGUST Launch
m i n i mM
! s e l u R s s e n i s u B ums
Team Minimum 5: Tracking & Coaching •Weekly/Bi-Weekly Team Meeting - TL/EB rights •Individual coaching per month (can be with team leader based on PGS or with external coach/mentor as well) •Tracking team and individual performance - Team Member in the team answers yes or no •Quarterly Team Meeting (LCEB/MCEB) - Optional for teams living a 6 months experience and advisable for LCEB and MCEB teams - By LCP/MCP for their LCEB or MCEB teams only . If done by other teams living 6 month terms, can be updated!
Team Minimum 6: Evaluation & Reflection •Individual Monthly Coaching meeting - Team Member in the team answers yes or no •Monthly team and individual feedback meetings - Team Leader/EB rights •Quarterly team days (LCEB/MCEB) - Optional for teams living a 6 months experience and advisable for LCEB and MCEB teams - By LCP/MCP for their LCEB or MCEB teams only if done by other teams living 6 months experience •Development/Assessment of personality/strengths weaknesses/GCM to assess development of the team and individuals through the term
Smarter & faster TMP/TLP
usiness Rules for the proposed customer flow For AUGUST Launch
Completed Stage The role is completed when the end date expires and the team minimums are checked TMP TLP experiences are measured at completed
Smarter & faster TMP/TLP
usiness Rules for the proposed customer flow For AUGUST Launch
Upsell Stage View opportunities based on matchability, profile completeness and programme indicated in NPS Survey (if any) - but they can also browse others (since it is an internal TMP/TLP participant)
How will our structures and JD’s change?
TMP Front Office Role Key deliverables Plan and recruit new members for your local committee, in order to have the right people and capacity to drive GCDP/GIP goals and provide high quality team experiences
KPI’s
• Talent planning and structures to drive GCDP/GIP in local level • Create TMP opportunities on platform • Review Board and Selection of applications • Induction and Education Plan
• # TMP opportunities • # Applications per opportunity • Conversion time • (apply -> match) • % TMP opportunities matched
TMP Back Office MKTMkt-comms – COMMs Role Key deliverables Driving traffic to online platforms (website, GIS) and promoting the programme setting right expectations and packaging ensuring
KPI’s - Market value-based promotion - Promotion strategies to attract needed market segments - Online market traffic towards the programme - Opportunity marketing strategies
# 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
TLP Front Office Role Provide further development opportunities to new or current members for your local committee, in order to have the right people as team leaders to drive GCDP/GIP goals and provide high quality team experiences
Key deliverables
• Talent planning and structures to drive GCDP/GIP in local level • Create TLP opportunities on platform • Review Board and Selection of applications • Induction and Education Plan
KPI’s
• # TLP opportunities • # Applications per opportunity • Conversion time (apply -> match) • % TLP opportunities matched
TLP Back Office MKT – COMMs Role Key deliverables Driving traffic to online platforms (website, GIS) and promoting the programme setting right expectations and packaging ensuring
• Opportunity based promotion • Online market traffic towards the programme • Internal promotion
KPI’s • # 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
E G N A H C S ’ D J M T O D W O H R U O R O F E C I F F O K C A AS B ? S E M M A R G O R P E G N A H C EX
GCDP Back Office TM for ICX GCDP TM for OGX GCDP 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
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
GIP Back Office TM for ICX GIP TM for OGX GIP 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
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
TESTING & IMPLEMENTA TION
Simple steps to test THE GI 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
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
ANy questions?