ogip capacity quality delivery
TRANSCRIPT
Building Capacity to deliver Quality Experiences oGIP
Role of HOME ENTITY in GIP
Strong EP Preparation, support with
matching and the VISA Process
Alignment of Expectations about the JD
between EP and Host Entity
Regular communication with EP during realization and post realization
period
WHY?
Right number of People to
Deliver high volume QUALITY
Experiences
Clear JD and KPI for
members working on delivery
HOW?
STEP 1:
Plan for Capacity for Quality
STEP 2:
Structure, JD and KPI in different LC Volumes in
iGIP
Use the TM Planning tool to plan
oGIP
STEP 1: Plan for Capacity for Summer
STEP 1: Plan for Capacity for Summer
Here enter number of EPs
one member can deliver Eg: 1
member – 3 EPs
oGIPoGIP
That number from slide 2 will multiply
with Re goal you enter for the quarter so you
know how many members are needed for delivery in each
programme
oGIP
STEP 1: Plan for Capacity for Summer
STEP 2: Create structures for quality delivery
Structures by Volume of
Realizations the LC does
Customize your structures for the
fruit peak if needed
STEP 2: An LC that has planned between 0-10 in 2014
Number of members: Depends on Realization goal and efficiency (from planning framework) Job Description:- Promotion support (virtual and physical)- Sign ups follow up- EP Raising management- Manage matching process- Co delivery (EP virtual preparation)- Outgoing Preparation Seminar (incl. LEAD for EP)- Follow-up of EP while abroad
VP
Member Member Member Member
All members are doing Ra, Ma and Re
STEP 2: JD within the structure
Recommendation: Each member is delivering to EPs he/she has matched since the LC is still at start up and does
not have a HIGH VOLUME of EPs
JD for Delivery0 Supporting Eps with Visa documentation, application etc0 Ensuring high QUALITY EP Preparation – Includes cultural preparation and expectation setting 0 Clear Alignment between EP and host ENTITY about EXACT JD of EP and role of EP in the organization0 Cross-checking all accommodation, pick up and integration details with the host entity so that EP
Managers in the home entity can track the delivery of standards from host entity and prepare Eps accurately for the new environment
0 Constant communication with EP through the experience0 Fast firefighting and quick responses in case of any EP complains
STEP 2: KPI within the structure
KPI 1:
For a single member - % of Promoters/Total Realizations of the member
For a Team - % of Promoters/Total Realizations of the team
KPI 2:
Reducing/Eliminating the largest detractor issue of the LC/MC
STEP 2: Ideal duration of the teams
Makes sense for teams to be for 6 months – This gives members time to deliver the
Realization effectively
It is important to MAKE SURE that once the
team duration ends the same members are communicating and
supporting Eps and this is still part of their role
In case the same members cannot
continue to communicate with Eps, transition the existing Eps to new members
Also transition all contact details of the host entity with new
members so that communication is
smooth
STEP 2: An LC that has planned between 10-40 in 2014
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Number of members: Depends on efficiency in oGIP and goal for oGIP Job Description:• Promotion and raising, matching, and realizing• Outgoing preparation seminar• Experience Co-delivery
Has specific members for delivery to ensure continuous EP experience delivery
STEP 2: JD within the structure
JD of Delivery members in the team
During Raising period During Matching period
During Realization
• Clear expectation setting with EP about specific product you are raising for, sample JDs within the product, Options of countries EP can pick (Depending on an MCs partnerships)
• Visa Information and documents support
• Support Eps through key tips and tricks for matching interviews
• Regular communication with TN Managers
• EP Preparation based on country and JD EP is matched to
• Clear communication between EP, TN Manager and EP Manager right before and right after realization to ensure everything is going well
STEP 2: JD within the structure
JD of Delivery members in the team
During Raising period
• Clear expectation setting with EP about specific product you are raising for, sample JDs within the product, Options of countries EP can pick (Depending on an MCs partnerships)
• In this structure, since delivery and raise are handled by different people, it is important to ensure CLEAR SYNERGY between these people and alignment of messages as well
• Also this alignment needs to exist with marketing teams as well because they are the teams that do the content generation and create promotion material online and offline
• Having an EP Induction seminar to induct Eps into AIESEC, the process they will go through and keep them engaged is important at this stage
In the next 2 slides, you will see clear structure and JD of Marketing teams to support oGIP growth and to align synergy
WHY?
• Because it is important to ALIGN marketing structure and JD to oGIP Raise to ensure the RIGHT MESSAGE and EXPECTATION setting which will eventually lead to better EP
EXPERIENCE DELIVERY
Structure of Marketing team in a Potential LC
10 to 40 Realisations
LCVP Comm/
Marketing
Member 1 Member 2 Member 3 Member 4
30 to 70+ Raised
50 to 150+ Sign ups
(Ideally, Sign up to Raise Conversion rate is greater than 30%)
Sample Backwards Planning:
KPI’s:• Number of EP’s Raised
(that fit the right Matchable EP Profiles)• # of Leads/ Registrations from each strategy• Increased Conversation Rate from Sign up to Raise
This means that recruitment activities must be focused enough to get this number of registrations from the right target market
Based on Statistics, how many Raises do you nee to get this many realisations?
Based on Statistics, how many Sign-ups do you nee to get this many raises?
STA
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JD aligned to oGIP
10-40 Realisations
LCVP Comm/ Marketing
Member 1 Member 2 Member 3 Member 4
LCVP JD• Designs Marketing Strategy with OGX And Marketing Team and
ensures a well designed product- customer flow*• Works with Marketing Member to organize 2-3 KEY channels
strategies (can be online or offline) to reach the target audience• Recruitment Period:
• Takes on the lead role of managing 1-2 of the Key Strategies and aligned the LC’s towards this.
• Ensures that his/ her members are on track and the campaign is running according to timeline
Members’ JD (2-3 Channels Experts)• Online Marketing (1-2 members):
• Ensures website and social media is always up to date with relevant information,
• Explores and develops 1-2 Online Inbound Marketing Strategies
• Campus Relations: • Ensures Relationships with Campus/ University
is well maintained (Year Round)• Designs and Oversees Physical Recruitment
Events
Members’ JD (1-2 Designers)• Year-round:
• Ensures website and social media is always up to date with relevant information
• Ensures Relationships with Campus/ University is well maintained
• Recruitment Period: (for each member)• Takes on the implementation of 1-2 key channel
strategies and aligns the LC’s towards this
STEP 2: JD within the structure
During Matching period
• Visa Information and documents support
• Support Eps through key tips and tricks for matching interviews
• Regular communication with TN Managers
JD of Delivery members in the team
• In some cases members doing matching are in touch with the EP however ALL the visa support and information needs to be coordinated by delivery members so matching members can focus on more matching
• During this period, members working on delivery should start ENGAGING Eps a lot through EP newsletters, Integrating Eps into AIESEC and even supporting Eps in becoming more matchable (with the help of an external even)
STEP 2: JD within the structure
JD of Delivery members in the team• EP Preparation seminar to prepare Eps for the
country/culture they are going to – customize for all Eps depending on the JD they are going to work in and country they are going to
• Try to get someone from the host entity online virtually for the preparation
• Give Eps booklets/tips and tricks to stay safe
• Inform Eps that they will receive NPS surveys
• Give Eps your contact details as well as contact details of whom they can get in touch with incase they need something
During Realization
• EP Preparation based on country and JD EP is matched to
• Clear communication between EP, TN Manager and EP Manager right before and right after realization to ensure everything is going well
STEP 2: KPI within the structure
KPI 1:
For a single member - % of Promoters/Total Realizations of the member
KPI 2:
Reducing/Eliminating the largest detractor issue of the LC/MC
Tips for customization of structure in the summer peak
For the summer peak, if there is an LC that only needs to focus on matching it makes sense for the structure to have most members on matching and some on delivery and then shift every members focus to deliver
For the summer peak, if you still have to raise or know you can raise, then have separate members raising, separate members matching available forms and delivery members supporting the members matching existing forms the most!
STEP 2: An LC that has planned between 40-70 Re in 2014
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Since this is a structure for high volume, there needs to be focus on processes
This structure has members raising working in synergy with a specific marketing member in the oGIP team
While members are raising, there are other members matching already available forms
The delivery members are supporting raise and match from the quality perspective and preparing the EP Preparation etc!
Each team here has members for delivery, how do these members work together?
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Members doing delivery across all teams can work together for EP Preparation and EP Induction since a lot of matched Eps might be going to similar countries as well
In this structure, you can also just have 1 separate delivery team with delivery members together
However they are in different teams just to ensure customized and fast support during raise and match
For realizations, members can be grouped together too!
STEP 2: JD within the structure
JD of Delivery members in the team
During Raising period During Matching period
During Realization
• Clear expectation setting with EP about specific product you are raising for, sample JDs within the product, Options of countries EP can pick (Depending on an MCs partnerships)
• Visa Information and documents support
• Support Eps through key tips and tricks for matching interviews
• Regular communication with TN Managers
• EP Preparation based on country and JD EP is matched to
• Clear communication between EP, TN Manager and EP Manager right before and right after realization to ensure everything is going well
STEP 2: KPI within the structure
KPI 1:
For a single member - % of Promoters/Total Realizations of the member
KPI 2:
Reducing/Eliminating the largest detractor issue of the LC/MC