CLO Summit Output
Tier 1
The Problem : Gap in Need Assessment
Lack of understanding of our customer needs.
Inaccurate Profile Selection for our
Customers
Customer Dissatisfaction
leading to Clients dropping out
Process : Better Profile Selection
By asking our customers the
right questions in the JQ (Job Role, Skills required )
we will be able to provide better job
profiles and re-raise them in the
future
Understanding the needs of our customers help us match their requirements faster and meet their expectations
Understanding the future talent needs of our customer we can improve re-raising
Results:1. Matching Faster 2. Match More3. No client drop-outs4. Satisfied Customers
Using the New Global Talent Profile during Sales Meetings and Re-Raising Meetings will help us select Accurate Profiles for our Customers and
meet their Talent Expectations.
Profile Selection
Challenges with current JQ Solution
JQ has Unclear Job Roles Introduction of Minor and Major Job Roles and Goals for the internship will help Interns prepare for the internship and
result in clear expectation setting.
The length of the Job Questionnaire / Profile Selection
Tool
The new JQ is only 4 pages long including cover page and the contract.
JQ Unaligned to Sub-Products Customers see skills and backgrounds specific to different sub products
JQ Unaligned to Demand and Supply
Entities can customize JQ according to global supply and partnerships for specific Sub-Products
JQ Limited to current HR Needs Asks about customers’ long-term HR needs / Recruitment patterns to help Re-Raising in the future
The all new Job Questionnaire
The Solution : New Job Questionnaire
1. Use the New Job Questionnaire at all your Sales and Re-Raising Meetings.
2. Customize the JQ according to Demand and Supply and Sub-Products your entity works with.
3. Follow the JQ guideline ( A guideline document that describes the flow of a JQ Meeting) document to know how to fill and follow-up on the same effectively.
Link for the Global Talent Profile Guideline Document :-
http://www.myaiesec.net/content/viewfile.do?contentid=10284569
Things to keep in mind while filling the JQ
Introduction Make sure to follow-up on the company’s Mission, Vision and Values.
Explain AIESEC’s Mission and Vision to the company and the Why of GIP?
Position Info Be as specific as possible and make sure the organization answers the purpose of the internship.
Make sure to define the Key Deliverables of the intern and translate the same in selecting intern profiles
Sub-Product Information
Edit the JQ based on the sub-product / Field of work the customer chooses.
Align the skills , backgrounds and supply according to the same.
Future with AIESEC
Inquire about Customer’s future needs and projects that could require Global Talent
Profile Selection – LC Implementation
iGIP Go through the new JQ and understand usage of the same
Educate the GIP Peeps on how to use the new JQ Effectively and run JQ meetings successfully.
Use the new JQ to understand the needs of the company and align them in your processes.
oGIP Educate your EPs on the new features like qualities expected from the intern, the purpose of the internship and results expected from the intern.
Highlight the importance of the personal qualities as one of the selection criteria for TN takers
Problem Description
Companies dont get enough
qualified CVs and proccess
is long
Selection Process
Improvement
Companies are matched
with right EPs faster and easier
Selection Process Improvement
6 weeks matching
plan
Training members to search for candidates
and shortlist better
6 Week Matching
Plan
Step 7 : Match
Step 6 : -Company interview
Step 5 : Short-list candidates
Step 4 : AIESEC interview
Step 3 : EP Screening
Step 2 : TN Global promotion
Step 1 : Signing the contract Understanding the company needs
Timeline that Company sees
Step 7 : Match
Step 6: Company Interview
Step 4: Candidate Short-listing by AIESEC
Step 3: Global promotion for the opportunity
Step 2: Trainee Profiling & definition of job description
Step 1: Signing contract
Day 1
Behind The Scenes Together With the Company
Assess whether the company wants AIESEC to make a pre-
selection of 3-5 CVs or provide many a large shortlist of 10-15
CVs
Communicate the expected visa timeline based on country
preferences
Agree on the channel of communication
Set dates for all meetings and steps leading to match
Communicate the expectations
STEP 1: Signing the contract & Understanding the Company Needs
Day 1
Behind The Scenes Together With the Company
Step 1: Signing the contract & Understanding the Company Needs
Understand the global Supply
Understand the company’s need in terms
of sub-products
Determine the best time company need to pay base on cash flow (Negotiation
bottom-line)
Separate responsibility, what is the responsibility
TN need to fulfill
Confirm the EP profiling by showing the company
example CV
Set expectations for the company based on global
supply
Day 2- Day 14
Behind The Scenes Together With the Company
STEP 2: TN Global Promotion
Meanwhile contact available EP using OP and my@ and contact EPs
that previously applied to your entity
Contact target countries
Create promotion material
Make TN form in [email protected] available
Day 15 – Day 18
Behind The ScenesTogether With the Company
STEP 3: EP Screening
Go to Interview Process
Approve/Reject candidates
Analyze all the CVs and select the candidates according to criteria most important to the company
(communicated in JQ)
Collect all the CVs (If we don’t have enough qualified CV, make sure to
finish according to timeline)
Day 19- Day 25
Behind The Scenes Together With the Company
STEP 4: AIESEC Interview for Shortlisting
Send the CV package to Company (Minimum 3 in one package, number
can be variable depending on the company )
Reject/Approve Candidates
Make candidate reports
Interview
Get prepared for interview according to the company's needs
Arrange the interview with candidate
Day 26 – Day 28
Behind The ScenesTogether With the
Company
STEP 5: Shortlist Candidates
Reject the EP who didn’t pass @ interview and
company short-list
Emphasis on timeline again, and ask result from
company within 3 days
Highlight the candidates who we recommend again
Share shortlist with company
Check whether the candidates align
with other company’s need
Update EP about the process and the timeline (You will
get feedback from company within 3
days)
Day 29 - Day 42
Behind The Scenes Together With the Company
STEP 6: Company interview
Get TN AN & Invitation Letter
Ask for interview result after interview
Remind both company and intern one hour before
interview’s time
Help company prepare ideal interview
Check with the company if they need support for the
interview
Ask the company availability and schedule interview time
slot
Communicate the interview result to
candidate
Remind company and intern one hour before
interview’s time
Send company induction materials to
candidates to help them
Communicate the interview time with
candidates ( bookme.com)
Get EP AN
How to track new process ?
Contract Sign Date
Step1(Day1)
Step2(Day 2-
14)
Step3(Day 15-
18)
Step4(Day19-
25)
Step5(Day26-
28)
Step6(Day29-
42) Step7
TN: example,If you are
in 22nd Novembe
r:
1st November 2013
done Not done Not done X (meaning we should be here according to timeline, but LCs didn’t do previous steps !)
TN2
TN3
Solution 1 – LC Implementation
iGIPAllocate one account manager to every account
Get bookme accounts to schedule all the interviews between company and EP
TMAnalyze the new selection process and allocate HR
Train members to improve their interview skills
Account Management
• one contact responsible for the account• company gets the information they need• easy to reach AIESEC• AIESEC provides proactive and fast-responding
service
For customer Better quality in customer service:
Account Management
One person is responsible for every account, standardized process and timeline of servicing, clear account transition scheme.
Structure adaptation to have ONE account
responsible
Implementation of account management
flow
Account management education and customer loyalty behavior drive
Sol
utio
ns
Kic
k-O
ffCheck
-Ins
Sele
ctio
n
Meeti
ng
Pre
para
tion
Fir
st D
ay a
t
Work
Check
-Ins
Fill th
e
Feedback
Surv
ey
Inte
rnsh
ip
evalu
ati
on
meeti
ng
Physical Meeting
Virtual Interactions (Fast calls, mails)
RE RAISING
Legend:
ACCOUNT MANAGEMENT CUSTOMER FLOW
RE
RA
ISIN
G
Year
Revie
w
Transi
tion
meeti
ng
Quart
erl
y
Revie
w
For every account you must have the following meetings:
JOB DESCRIPTION – ACCOUNT MANAGER
Look over the intern results for companyEvaluate the intern developmentEvaluate relationship between AIESEC-companySet future learning points for better experienceEvaluate the survey response
Description:
TMP - 6 monthsAverage 5 hours per account/week
# Re-Raised Accounts # Upscaled Accounts
Calls logged on CRM with account# Quarterly Reports logged on CRM with the customer
ROLE:
Measure of Sucess:
KPIs:
JOB DESCRIPTION – ACCOUNT MANAGER
5. Ensure frequent communication with all accounts: - Regular meetings and check-ins with the company - Constantly ensure clarity of the partnership agreement on the JQ- Guiding the customer through the legal & selection process
6. Maintain communication with TN Taker, and answer requests within MAX. 48 hours.
7. Prepare an “Internship Closing Report” in the week after the internship to outline success & learning points—send to LCVP iGIP and upload to the CRM.
Responsibilities:
1. Track history of each account, transition knowledge and relationship to successor, including meeting to transition account
2. Track every customer interaction with the CRM
3. Set detailed timeline for each account in coordination with the LCVP iGIP.
4. Understand customers’ values, purpose, and connection to AIESEC
Responsibilities:
JOB DESCRIPTION – ACCOUNT MANAGER
The Account Manager is responsible for the Matching process as well
In cases with an account with 10+ Internships Realized per Year the Account manager should be a 1 Year Role and outsource the matching process
Educate the Account Manager in Matching process, customer service and sales in that order.
Important Information:
JOB DESCRIPTION – ACCOUNT MANAGER
Your company contact is a human being and the personal relationship is root of success in account management
Think how you would like to be treated if you were the customer on every task you do
Tips:
Understand about the Company vision, values and purpose
The company contact is a source of business knowledge and every meeting is an valuable opportunity for learning business
Develop professionalism in the communication
Benefits:
KICK OFF MEETING
Company contact, Sales Member & Account Manager
Introduce Account Manager as the main AIESEC contact
Fill out and sign Job Questionnaire – New!
Align customer needs with our supply (for matching)
Present sample CVs Ask how many interns the company
wants & based on that how many candidates they want shortlisted
Set clear expectations with company Set expectations about Visa, the
duration of the process and how the company can help to make the process as fast as possible
Agree on a day-to-day timeline for the selection
Agree for next meeting/contact point
DELIVERABLES:PARTICIPANTS:
CHECK IN ( during Selection Process)
By phone/email with company contact & Account Manager
IMPORTANT:• Must be customized
according to timeline• Suggested when:
• Sending shortlisted candidates
• Receiving feedback for shortlist
Have JQ available for clarifications and review of agreementProcess overview (interview phase, hometask)Guidance on legal processes for prospective countriesSchedule next meeting or call
DELIVERABLES:PARTICIPANTS:
IMPORTANT:
SELECTION MEETING
Company contact & Account Manager
Call or mail the company to remind then to sign the documents
Collect the Acceptance Note previously signed
Ensure that any documents necessary for the Intern’s Visa will be properly signed
Review with the company the next procedures
Align next steps about Visa and Flight Ticket
DELIVERABLES:PARTICIPANTS:
IMPORTANT:
PREPARATION
Intern’s supervisor &
Account Manager / Reception Manager
1-2 weeks before realization (meeting or call)
Go over introduction procedure before trainee’s arrival
Schedule first day and induction at the company
Expectation setting about cultural differences
Give information what AIESEC is providing for traineeClarify exact time of trainee’s arrivalIf needed: Provide visa and legality information once again
DELIVERABLES:PARTICIPANTS:
IMPORTANT:
FIRST DAY AT WORK
Intern’s supervisor & Account Manager / Reception Manager
Set expectations towards each other
Clarify responsibilities between AIESEC, trainee & the company
Ensure the conditions are fulfilled
Clarify next steps between AIESEC & Intern and AIESEC & company
DELIVERABLES:PARTICIPANTS:
CHECK IN ( during the internship)
By phone with intern’s supervisor & Account Manager
• The check in with the intern must happen in the same frequency
Check the expectations about:
How is the intern doing?
How is he or she performing (so far)?
Have there been any issues?
What are the next steps in the processSchedule next meetings
DELIVERABLES:PARTICIPANTS:
IMPORTANT:
QUARTERLY REVIEWS – STANDARD
Intern’s supervisor, HR responsible
•This is the right moment for the account transition to the new account manager
AIESEC reports on the last 3 months
Activities between AIESEC and intern
EP LEADCompany reports on
AIESEC Internship (evaluation)
Ask for feedback / evaluation of the partnership so farAsk for potential current or future company needsAsk for referrals / endorsementsReview JQ
DELIVERABLES:PARTICIPANTS:
IMPORTANT:
QUARTERLY REVIEWS – ACCOUNT TRANSITION
Intern’s supervisor, HR responsible and New Account Manager
•This should be aligned during all the internship process that the Account manager will change after every 6 months in the quarterly reviews
Present the New Account Manager Provide the contacts (phone and
mail)Align check-in points and
meetingsAIESEC reports on the last 3 months
Activities between AIESEC and intern
EP LEADCompany reports on
AIESEC Internship (evaluation)
Ask for feedback / evaluation of the partnership so farAsk for potential current or future company needsAsk for referrals / endorsementsReview JQ
DELIVERABLES:PARTICIPANTS:
IMPORTANT:
QUARTERLY REVIEWS – ANNUAL REVIEW
Intern’s supervisor, HR responsible and/or CEO (if possible), Account Manager & newly elected VP
•Explain the role of the LCVP iGIP for the company and give the company the contact of LCVP iGIP
Ask for feedback / evaluation of the partnership so far including large scale improvementsAsk for potential current or future company needsAsk for planned projects where AIESEC can provide HR in the next 1 or 2 yearsAsk for referrals / endorsementsReview and potentially revise current JQPresent upcoming opportunities
DELIVERABLES:PARTICIPANTS:
IMPORTANT:
Fill the Feedback Survey
By mail and phone with intern’s supervisor & Account Manager
Explain the purpose and relevance of the surveyClarify any possible doubts about filling the SurveyRemember the company about it every 3 days
DELIVERABLES:PARTICIPANTS:
INTERNSHIP EVALUATION MEETING
Intern’s supervisor, Account manager, CEO or HR responsible
•1-2 week before intern leaves
Look over the intern results for companyEvaluate the intern developmentEvaluate relationship between AIESEC-companySet future learning points for better experienceEvaluate the survey response
DELIVERABLES:PARTICIPANTS:
IMPORTANT:
Account Management– LC Implementation
iGIP1. Account Managers allocation to each Company
2. Make a ReRaising plan for every account for the next year following the customer servicing flow
4. Deliver education about Account Management + Customer servicing flow
5. Meet every Account before New Year with for ReRaising following customer servicing flow
6. Set ReRa as MoS of Account Management performance
TM1. Change team structures for effective Account Management
Overall Timeline
Education about
account management
and JQ
Introduce, adapt,
translate new JQ
Allocate one account
manager to every
account
New Years Campaign to
meet respective
accounts and plan 2014
Create Selection Process
Tracking Tool
Train your members to
slect candidates
and implement
slection timeline
Track your members selection
process and deliver the
GIP for customers!