3.2.2.
EP Experience Preparation Key achievements and strategy analysis
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Project Description: We develop models of better EP Experience preparation for better experience delivery. Impact on team purpose: By focusing on the EP experiences we are able to create more promoters of AIESEC to # grow our Exchange programmes and achieve MoS both in 12/13 and towards long-term AIESEC 2015 sustainable growth. We deliver our value proposition and reconnect our experiences with the “Why” of AIESEC and how our # exchange programmes help young people to explore and develop their leadership potential.
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GCDP Programme Customer Experience Management
Purpose: Clear framework for entities to create more promoters for GCDP in delivering better GCDP experiences. Progress overall: After building the framework for the experience delivery in GCDP programme, we have chosen specific focuses which will be the main areas that are going to be developed and piloted with entities. The focuses are issue segmentation strategy, LEAD for EP, Promoters creating customers, and co-delivery GCDP experience. 1. Issue Development: Purpose: Better standardization on job description, impact creation and communication in GCDP Project implementation, since it’s one of the most mentioned elements by GCDP programme detractors. Progress: We have spread a survey to all MCVP iGCDP in the network to gather information around the issues that are currently being addressed in the network, knowing that the information in the system is not reliable enough in explaining the reality in the ground. Next Step: We are going to host a strategic meeting for this topic in the AI office in 18-21 April, consisting of current or elect MCVP iGCDP, MCVP oGCDP, MCP elects, other functional supports. 2. LEAD for EP: Purpose: Creating a better learning environment for our exchange participants where they can learn and explore the journey of their internship experience through a co-delivery from sending and hosting entities. Progress: Based on IPM, there are certain entities in tier 1 GCDP who have implemented this strategy, but the implementation is only from a sending or a hosting entity in order to improve their delivery process, and not a co-delivery process by both sending and hosting entity. Examples of these entities are AIESEC in Brazil, AIESEC in Egypt, AIESEC in Colombia, and etc. Next step: Education of strategy through our all XPROs, Tracking entities in pilot implementation which are, Brazil, Colombia, China, India, Egypt, and Italy. 3. Promoters creating customers: Purpose: Capitalising on the potential of our promoters in creating more customers. Progress: We have set the main elements of the strategy in how to capitalise on our promoters to attract more new customers. From the global office we are building the promotional tools based on our promoters as a role modeling to the network. There are certain entities that already have great example in capitalizing their promoters through show casing, e.g AIESEC in Malaysia GCDP Promotional Video. Next step: Education of strategy through all XPROs, tracking entities in pilot implementation which are, Brazil, Colombia, China, India, Egypt, and Italy. 4. Co-delivery GCDP experience: Purpose: Creating a better country-to-country partnership model for a better delivery of customer experiences. Progress: A framework of elements for the co-delivery experience in country-to-country partnerships has been defined which involves product growth strategy and customer experience flow as the 2 main elements of building a partnership. The element of exchange pipeline building (raise, match, realise) by default is there. Next step: Education of strategy through our all XPROs, Tracking entities in pilot implementation which are, Brazil, Colombia, China, India, Egypt, and Italy. Strategy Implementation Plan: - GST is currently tracking on entities that are in the implementation strategy plan. The implementation is based on the NPS feedback and the delivery plan based on the creating promoters strategies. Important findings in order to move forward with GCDP Customer Experience Management: - To understand first the customer feedback, both promoters and detractors, before proceeding with strategy delivery and education to members - Not to separate responsibilities between quality and GCDP program delivery
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