GCDP Matching
GCDP Quality
NPS (June – January)
NPS Score: 22Response Rate: 70% (182 out of 208)Promoter: 85Detractors: 45Passives: 52
Open cases: 3In progress case: 6Closed cases: 49
Detractors - issues
34 – AIESEC´s support during XPs (7Home, 29host)21 – JD (Clarity, Aligment with TN form)
15 – Logistical support (Pick-up, Accomodation)
13 –Personal Development (Goal setting, Personal development plan)
13 – Opportunity to create positive social impact (Visible impact of JD/project/org.)
16 – Communicatin effectively during acceptance procedure
9 – Selection process9 – Induction to AIESEC8 – Information about GCDP programme5 – Matching support
Promoters - issues
GCDP Quality
CY Partnerships (11 countries)-Set numbers -sharing materials -Co-Delivery
Customer Feedback Example
Same project in XXX, two different comments:Trainee A “I had a fantastic experience living and working with 10 trainees from 7 different countries working in schools at rural XXX it completely challenged my status quo and understanding of XXX people and I see many of my cultural barriers become the bottleneck of my interaction with the locals which leads to so much personal reflection, it’s really cool!” - NPS 10 Trainee B “The project’s condition is really bad and we were put into a room of 10 away from the city without internet coverage at all, as there’s no one from the staff speaking English there, it was almost impossible to be understood. I really think this is not worth it.” - NPS 2
Co – delivery?
ppt
What it´s purpouse?
We want to create the right product for the right expectation for the EPsWe want to deliver the best service delivery and experience for our GCDP EP by understanding what their needs through out the GCDP experience.
How are we able to develop this co-delivery?
Co-delivery based on Product Development
Co-delivery based on Customer Experience
Product Development
ICX
OGX
Co-Delivery based on customer experience
Key PRINCIPLEs
TRUSTUnderstanding of your own marketCo-design in Product DevelopmentAlignment of Expectation and TimelineResource Allocation (HR/Finance/Time)Regular Communication and Evaluation
Co-delivery
• Co-delivery is a more concrete way to do cooperations, in order to provide more and better experiences.
• The responsibilities are shared between the host and sending entity.
• The main focus is the development of the EP/Trainee.
Home Entity Side
-EP Lead Delivery and Logistical Support
(Check In)
-Re-Integration Seminar- Improvement of OGX
product & processes based on customer feedback-Improvement of ICX
product & processes based on customer feedback
- OPS- Introducing EPs to AIESEC- Logistical support of EPs
for the internship- Preparation Webinars
- Expectations setting on JD
-Assure Response Rate of the realized experiences
-Assure Response Rate of the completed experiences
-Attend NPS Webinars-Implement NPS Culture-Assure Response Rate of the matched experiences
Post - Exchange
Exchange
NP
S
Pre- Exchange
C o - d e l i v e r y F l o w
Op
era
tion
s
Host Entity Side
-EP Lead Delivery and Logistical Support
(Check In)
-Re Integration Seminnar- Improvement of OGX
product & processes based on customer feedback-Improvement of ICX
product & processes based on customer feedback
-- OPS- Introducing EPs to AIESEC- Logistical support of EPs
for the internship-Preparation Webinars- Expectations setting on JD
-Assure Response Rate of the realized experiences
-Assure Response Rate of the completed experiences
-Attend NPS Webinars-Implement NPS Culture
--Assure Response Rate of the matched experiences
Post - Exchange
Exchange
NP
S
Pre- Exchange
C o - d e l i v e r y F l o w
Op
era
tion
s
C o D e l i v e r y F l o w – Check List
-EP Lead Delivery and Logistical Support
(Check In)
-Re-Integration Seminar- Improvement of ICX
product & processes based on customer feedback-Improvement of OGX
product & processes based on customer feedback
- OPS- Introducing EPs to AIESEC- Logistical support of EPs
for the internship- Preparation Webinars
- Expectations setting on JD
-Assure Response Rate of the realized experiences
-Assure Response Rate of the completed experiences
-Attend NPS Webinars-Implement NPS Culture
-Assure Response Rate of the matched experiences
Post - Exchange
Exchange
Op
era
tion
sN
PS
Pre- Exchange
C o - d e l i v e r y F l o w
Co-delivery with CY
• Preparation webinars (Russia – 5.3./6.3.)-about projects for summer-cultural shocks-questions and concerns
CY Spredsheet: https://docs.google.com/a/aiesec.cz/spreadsheet/ccc?key=0Aplc1TOfw98OdFFMQzN6bksyWmZFTE9tUFFKVFNGS3c&usp=drive_web#gid=0
Way of Ma
• Partnership MA tools + National Searchtools• GCDP EP searchtool• Black list + pink list (accordin to NPS)