AIESEC Kenya SnS Assessment Report

Standard and Satisfactions ASSESSMENT RESULTS, CURRENT STATE AND STRATEGIES

Standards? Satisfactions? “ The SnS are key activities that need to be executed in order to make Inner & Outer Journey happen in the best way possible.

This iswhat anAIESECer delivers on a daily basis.

Every Member JDshould contribute to these activities either directly or indirectly.

It isthe required actions neededfrom AIESEC in order to facilitate anInner & Outer Journey for our customers.

RECAP

Current State AIESEC in Kenya We conducted a survey that was responded to by 10 LCs within the entity. The survey enabled us to understand how SnS is fulfilled within individual LCs. Only 3 entities run oGV and iGV: Strathmore, UoN and JKUAT. The rest of them run only oGV.

We provide correct documents and work permits to all EPs. However, our EP management flows and communications are not yet optimal.

Every LC currently performing duties as Hosting Entity picks up every single EP from the airport and /or sets up a clear pick up plan with every single EP before realization.

3 LCs don’t provide departure support to outgoing EPs, those that do have activities like providing information on taxi cab, providing taxis and seeing them off at the airport.

60% 100% 100% 100% 10%

of EPs receive the job description as described on EXPA. of all LCs have their products duration as prescribed by the bluebook. of all LCs have their products working hours as prescribed by the bluebook. of all LCs have their EPs accompanied to the place of work by a representative of AIESEC.

of all EPs receive their Individual Responsibilities and Goals in a written format on their first week.

– Insurance: 100% of all LCs ensure their EPs have insurance before they leave. However, only 70% of LCs help their EPs acquire insurance before departure.

–Accomodation: All LCs as well as MC provides clear and written communication on accommodation to the EP before Realisation. All accommodation facilities provide running water, constant electricity, one bed with a mattress per person, basic cooking facilities and safety.

–Basicliving costs: All LCs that run IGV provide written information on basic living costs to Incoming Trainees.

AIESEC Purpose Averagely, 50% of LCs provide in written form, information on AIESEC purpose, LDM, Value of exchange and XPP.

Expectation Setting Averagely, 90% of LCs provide in written form what to be expected on the receiving entity. This information contains basic information on the cultural, political, safety, living standards and contacts of the country that they are going.

Preparation Although, almost all LCs deliver OPS and IPS, is it rarely guided by the LDA. This is because the LDA taking culture has not yet taken root i.e no follow up or assistance when they do LDA.. RIS is only done by 5 LCs.

Learning and Development Spaces Almost all LCs struggle to deliver LEAD based on LDA to their outgoing and incoming EPs, equally this doesn’t happen because they lack a clear LEAD framework. Both OGV and IGV provide OPS and IPS, but a lot needs to be done.

Conclusions

Our gaps in SnS Implementation mostly revolve around 3 core issues: Our exchange processes are not sufficiently standardised.

As a result most of the information an EP/Trainee should receive in written format is not consistently provided.

Our membership does not have sufficient knowledge – and more importnatly undertsnanding the SnSs. Tracking of SnS fulfillment is barely done and delivery therefore affected.

Additional education is needed.

In SnS delivery, we mostly fall short when it comes to SnS 14, 15 and 16. The minimums of OPS, IPS and RIS are not delivered to every single EP. This means that leadership development is not at the core of our exchnage yet.

The Host entity has offered in written format information on how to depart from the country two weeks before the end of the internship.

The Host entity has provided EP or ensured the EP knows individual responsibility and goals in a written format latest one week after the start of the internship, and the EP acknowledges to have received, understood and accepted it.

Standard 15 & 16 Leadership Development Spaces by Host & Home

The Opportunity states what leadership development spaces and opportunities are offered by AIESEC before, during an after the internship. The delivered spaces have to correspond with the information provided. As a minimum standard Home Entity must offer OPS (incl. space for personal goal setting) before EP leaves for internship, and one RIS at the end of the internship (when EP comes back).

3 focus SnS

a.

Network Education on SnS

Education on and understanding of all 16 Standard and Satisfactions is still missing in the network. This is limiting AIESEC in Kenya not just to implement all 16 S&S, but also to adapt our structures and JDs to put leadership and S&S as daily activity at the core.

At the same time we saw that even at MC level S&S is not fully delivered in all exchange operations. In the past Value Delivery has been never managed on LC level, resulting in gaps in S&S delivery to incoming EPs. And also, institutionalizing an ECB that will track SnS fulfillment will be key.

To change both the lack of S&S delivery at LC level and the high level of operations at MC level, we develop a downscaling model with S&S certification for LCs. In order for LCs to receive a national account, they will first take responsibility for the Value Delivery of the EP. To receive this responsibility, they first pass an S&S certification Survey, consisting of direct questions and small case studies. The VP ICX passes this survey, but it is encouraged to also use the tool to test member education within the team. LCs complete the Customer Flow for the EP, delivering all required S&S. If they manage to also Re-Open the account at the end of the EPs’ internship, they receive the full account if the account allows it according with MC. This S&S certification is a tool to leverage education and commitment of LCs towards S&S within the ICX area. It is connected to S&S education integrated in a Webinar series and adapted Conference Cycle.

Education towards OGX and ICX areas can be done more collectively, in order to move the mindset of Home vs. Host to one of co-delivery.

b. SnS 3 & 8 and General Disconnect We can find gaps in basic processes and lack of stability in local exchange operations.

A lack of clear EP Journey Flow and unified documents, checklists and stable frameworks are limiting us in delivering some of the most basic Standards. For this reason 5 LCs opted to focus on S3 and S8 as Standards that can be optimized ASAP. For Standard 3: Departure Support, we can see that no LC currently provides written info on how to depart from Kenya after the internship. LCs participating in the CX Challenge will work together on creating a unified Departure Booklet for the network. This document will cover how to depart the country itself, but does not need to be limited to this. It can also contain guidelines or checklists covering ‘Do Not Forget’: how to finalise your insurance contract, renting contract, information on exit LDA, etc. Next to this written info, we can look into how to take Value Delivery Beyond: each EP receives an Exit Meeting, a final company evaluation, a goodbye social event and opportunity for shocasing their story.

For Standard 8: Individual responsibility & goals, LCs want to explore how individual goals and responsibilities of the EP can be addressed with the Enabler in a more evolved way. Next to providing the responsibilities and goals agreed upon with the Enabler in written format to each EP, after the Approval and latest within 1 week of the EPs arrival the EP Buddy holds a One on One meeting with the EP in which the JD is covered amongst others.

c. Final Remarks We want SnS delivery to always remain more than a checklist, focusing on the human experience. In addition we need to tackle delivery of basic leadership spaces: OPS, IPS and RIS. Since the Local Committees of the AIESEC in Kenya network currently still underperform, most committees have trouble consitently providing OPS and IPS collectively to EPs. For this reason we will deliver both Leadership Development Spaces on national level. However, it remains a bottom up process as LC representatives form together a national working team. The MC should create unified OPS and IPS materials, ranging from a booklet for EPs to session outlines and PPTs that will bedelivered by LCs. In addition, LCs will explore smaller details that can add extra spark to the EPs experience. Current suggestions are: • LC reception for arriving EPs • EP goodie bag during Arrival Pick-up • EP goodbye drinks with full LC before EP departure.

Report designed and created by; Sarah Frans VPCXP, AIESEC inBelgium, 2016/17 For questions and clarifications, Contact: sarah.frans@aiesec.be