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SECTOR FOCUS
GCDP
(Global Community Development Program) We decided to focus on GCDP sector, because it is shown already that our LC is on the Growth cycle. Because of that, we can sustain the standard and development for this product while at the same time we keep running the GIP sector as well.
General Problems Regarding the Specific Sectors
Incoming Exchange GCDP Top Reasons of Promoters Self select issues (Level 2) Living diverse cultures and having a multicultural experience  Personal development plan Personal goal setting
Comments
Top Reasons of Detractors Self select issues (Level 2) Comments Cross-cultural working experience Personal development plan Project have to lift important social issues; not organized Visible impact of the Job Description
Outgoing Exchanging GCDP Top Reasons of Promoters Self select issues (Level 2) Comments Living diverse cultures and having a multi-cultural experience  Personal development plan Visible impact of the project/organization
Top Reasons of Detractors Self select issues (Level 2) Support by host entity during the experience Support by home entity during the experience
Comments
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Cultural Shaping Plan
Key Initiatives • The Why of NPS & CEM is needed • Life Changing Experience Exposure • Growth of AIESEC LC UI • Data & Numerical Analysis • Customer Consultancy
The Why of NPS & CEM is needed NPS is Net Promoter Score, this is use for analyzing the data from the Customer’s feedback. CEM (Customer Experience Management) is the strategy focuses on the operations and also the processes of a business around the needs of individual customer.
The Key Actions for Using NPS & CEM:
1.
Implementation in Leadership Summit Session Person in Charge : LCP & Prog. Deliver y Director Audience : Executive Board, Middle Manager Time : 22th of June 2013
3. Exchanger Summit Person in Charge : Program Deliver y Team Audience : Internal Exchanger Team & Program Deliver y Time : 1st Week of July
5. Local Conference Person in Charge : Director of Prog. Deliver y Audience : TMP/TLP Member Time : April 2014
Life Exchanging Experience Exposure This plan is to help the exchange par ticipant about their dif ficulties and also explain about the exchange process. Never theless, we also want them to feel appreciated by joining the events.
Key actions 1. Share My Stor y Session : - in Local Meeting (once per Quar ter) – bring EP (ICX or OGX) to join the meeting - Social Media (once per Week) Person in Charge : Exchanger – IM & Branding Audience : All Member 2. Thank You AIESEC Channel in Youtube (to share ever y single stakeholder in youtube channel) Person in Charge : IM & Branding Team Audience : All Member Time : Once per Month
Growth of AIESEC LC UI In this by mean, that ever y single member of AIESEC LC UI should know about their LC’s growth through out the year. So that they will have the awareness to stabilize and also improve their LCs. Through members events, it will create a bigger bond with each member in AIESEC UI.
Key Actions 1.
Implementation in Leadership Summit Session Person in Charge : LCP & Prog. Deliver y Director Audience : Executive Board, Middle Manager Time : 22th of June 2013
3. Exchanger Summit Person in Charge : Program Deliver y Team Audience : Internal Exchanger Team & Program Deliver y Time : 1st Week of July
5. Local Conference Person in Charge : Director of Prog. Deliver y Audience : TMP/TLP Member Time : April 2014
Data & Numerical Analysis In this plan, we decided to review all the exchangers per quar ter mostly on what we are focus on (GCDP) by using the NPS so that we can analyze the customer’s feed back. It is impor tant for AIESEC UI to know the customer’s needs, that is why we are focusing on centralizing the CEM.
Customer’s feedback Analysis of NPS in AIESEC UI (2012 - May 2013)
oGCDP Sector NPS
Response Rate
% Promoters
52
22%
64%
iGCDP Sector NPS 57
Response Rate
% Promoters
17%
66%
Key action 1. Exchange Deliver y Evaluation in Organizational Development Review (Exchanger Week) Person in Charge : GCDP & GIP Deliver y Manager Audience : TMP/TLP Member (Exchanger) Time : Per Quar ter
Customer Consultancy System This system is to the members of AIESEC who have dif ficulties and needs to contact AIESEC UI. And also help them by explaining them what they do no understand about in AIESEC UI circumstances.
Key Actions 1.
AIESEC UI Call Center Person in Charge : Program Deliver y Team Audience : All Customer Time : 4 times in a Month
2. AIESEC UI Physical Consultancy Program Person in Charge : Program Deliver y Team Audience : All Customer Time : Once per Month
Operation Education Plan
Training Activities • Process Improvement & Product Development Program • Fire fighting • Response Rate
Process Improvement & Product Developmen t
By these training will help the members to increase their knowledge on improving their skills and also their ability that they never knew they can. It will help to improve their leadership skills as well.
Key Actions 1. Sales Culture Training Objective : to build sales intensity in order delivering high quality ser vice in terms of raising – matching process Person in Charge : Educational Manager of HR Audience : All Member Timeline : August 2013 & Februar y 2014 2. Project Management Training Objective : to increase the project knowledge and flow Person in Charge : Educational Manager of HR Audience : All Member Timeline : 1st week of July
3. Legal Management Training Objective : to increase the project system in terms of legality and sustainability of legal system Person in Charge : Educational Manager of HR Audience : All Member Timeline : October 2013 4. Apprentice Exchange Program Objective : to increase the exchange operational within the newies utilization and CEM also NPS Mindset system Person in Charge : Educational Manager of HR Audience : All Member Timeline : May 2013 – July 2013
Fire Fighting Fire Fighting means that the Exchange Par ticipant is entitled to need help about their exchange process and by providing them to attend these events.
Key Actions 1
. Project Management Training Objective : to increase the project knowledge and flow Person in Charge : Educational Manager of HR Audience : All Member Timeline : 1st week of July
2
. Legal Management Training
Objective : to increase the project system in terms of legality and sustainability of system Person in Charge : Educational Manager of HR Audience : All Member Timeline : October 2013
legal
Response Rate The response rates indicates of how much percentage of rate response according to the AIESEC LC UI events. We can be able to calculate the rate of the member of returning application of big numbers of applicants.
Key Actions
1. Sales Culture Training Objective : to build sales intensity in order delivering high quality raising – matching process
ser vice in terms of
Person in Charge : Educational Manager of HR Audience : All Member Timeline : August 2013 & Februar y 2014
2. Legal Management Training Objective : to increase the project system in terms of legality and system Person in Charge : Educational Manager of HR Audience : All Member Timeline : October 2013
sustainability of legal
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