The GIS | Why, What and How

AIESEC’s New Global Information System !

Everything about WHY, WHAT and HOW

FLOW OF this guide T R PA

E N O

T T R A P

Why a new Gis?

o w

H T T R PA

What will change?

In the context of 2015, now is the time for AIESEC to evolve our global IT systems to enable fast growth and better experiences!

In this section you will see the key reasons why we are doing this now This system will change some of the ways we run our programmes. In this section you’ll see the key things which will change for AIESEC and our customers

E E R

How will I lead this?

Launching this system could be one of the highlights of your term if you plan well and understand why change management is so important. In this section, you’ll find out why.

PART ONE. !

WHY A NEW GIS THIS TERM?

WHY NOW?

We are a purposeful, collaborative, and driven generation of 100,00 young leaders,

ready to achieve 2015 and beyond

We aim to deliver nearly 1 million experiences by 2015 (cumulative XPs from 2010-2015).

That’s 60% growth in GCDP and 220% in GIP

…in the next 18 months

From 1948 until 2011 we provided

257,079 exchange experiences

But we’ll never make this jump with yesterday’s processes and today’s

BUT If we can connect our resources‌ 100,000 members of Gen2015 Opportunity Portals for EPs and Members

GIS

MarketPlace

Business Intelligence for all our members and customers NPS

myAIESEC.net

‌We can achieve 2015

10 years from now...

WE WILL SAY...

“

!

We achieved 2015

by empowering a generation with the technology to be

smarter and faster than ever before !

�

& there’s even more REASONS...

First...

but also...

and don't forget...

external Competition:

to Achieve 2015

External threats: AIESEC’s competitors provide some of the same services as we do, but much faster

Our current systems are very expensive

!

Customer feedback Our customers say our communication effectiveness and processes need improvement

We have many systems, but they are not seamlessly connected

!

Customer Centric Systems To provide excellent customer experiences, we need a system that supports that experience from the first point of engagement until experience completion

Our system frequently has bugs or fails

The bottom line?

And don’t forget these...

We

need

!

to become

TODAY

so What are we doing?

Leveraging modern technologies to develop a new Global Information System to optimise our processes and provide powerful business intelligence to speed up operations.

This will replace myaiesec.net, the Net Promoter Score platform, the Global Online Registration System, the Opportunity Portal and the MarketPlace and put them all into one connected system.

IN a nutshell?

FASTER & SMARTER A

AIESEC

How DO WE DO THIS? Building a “smarter and faster” system...

A system which uses collected data to suggest products to the customer, partners to entities, and education to members

A system which automatically moves with our customer and is based upon a customer’s ideal journey through an experience

and how does this change results?

We shouldn’t expect the GIS to solve every challenge… …The GIS will just allow us to be smarter and faster than before

how does that drive Mos?

How does the gis drive mos?

Building a “smarter and faster” system... ‣ To increase up-selling between XPs, specifically: ‣ FromTMP/TLP to GIP experience ‣ From GCDP to TMP/TLP experience !

‣ To improve NPS of ELD and increase promoter sharing ‣ Extremely high % of users are satisfied with using GIS ‣ Higher % of users promote to use GIS to their friends ‣ Higher % of people share their positive ELD experiences after completion !

‣ To improve up-selling of GIP with TN-takers ‣ High % of companies recommend using the GIS to other companies ‣ High % of companies maintaining and growing their GIP account

‣ A significantly higher matching rate for young people who apply for any programme !

‣ A higher conversion rate between young people who sign up and then apply for an ELD opportunity !

‣ A significantly lower matching time from the first point a young person browses an opportunity ‣ Goal of 30 days for GIP ‣ Goal of 15 days for GCDP

is this a little too much Let’s take a look at what the GIS really is change too going to change and also what it’s not… fast?

PART TWO. !

WHAT WILL CHANGE?

what is not changing with the new Gis The Human Element of Exchange ‣ A smarter system with more automated processes doesn’t mean EPs don’t interact with AIESEC. It means our members invest their energy in preparation and experience delivery

what is changing with the new Gis A new, complete customer flow ‣ Instead of Ra/Ma/Re we will have: Sign-up -> Apply -> Match -> Realize -> Completed -> Re-integrated !

EPs can apply directly to TNs when they sign-up ‣ An EP can apply to specific TNs for which they meet the requirements as soon as they sign-up. A sending LC has to approve matches, but in essence there is no “raise” stage. !

Business Intelligence from Sign-Up Stage ‣ Every entity will have analytics on how their customers and members move through the customer and member flows—who is coming to AIESEC and what do they do

!

Leadership Development in Every Experience ‣ The GIS is specifically designed to make delivering the inner and outer journey that each customer wants something that can be predicted, planned, delivered, and tracked

!

Members truly are customers ‣ An Opportunity Portal for members shows them specific opportunities in the network or in their LC. Students can apply directly to these opportunities, just like TN forms !

Everything is trackable ‣ Live data on your partnerships, team minimums, member efficiency, and standards delivery… all the time !

And a lot more…

: g n i r e d n o w e r ’ u o y e ? b w y o l ma f r e m o t s u c a s i t a h w So let’s look at our current customer flows and how those will change for GIP, GCDP, and TMP/TLP

A customer flow is the activities a customer experiences from their first interaction to the final delivery of the service. For example, everything that happens to the EP in the Ra/Ma/ Re customer flow. If AIESEC made their customer flow smarter and faster, I think they could achieve 2015

current customer flow for an ep STRANGER

Visitor

LEAD

Not Tracked

raise

Young Person goes to aiesec.org Creates profile on Opportunities Portal

Browses opportunities

LC responds to EP’s application and interviews EP

EP applies for many TNs using myaiesec.net, google spreadsheets, Facebook, email, etc. (many channels, poor S&D Management) EP waits for responses (not tracked)

CUSTOMER MATCH

REalize

EP interviews for TNs

EP attends OPS (not tracked)

If they both accept ANs, then it’s a match!

EP arrives and begins TN, integration

NPS Survey

NPS Survey

PROMOTER COMPLETE Standards delivery (not tracked)

Re-integrate Re-integration seminar (not tracked)

EP LEAD delivered (not tracked)

GCM/LEAD content

Fire fighting (not tracked)

Showcasing their story (promoter)

NPS Survey

Alumni

Upselling to another product (not tracked)

Our current customer flow has many steps that we promise to the customer and want to deliver, but which we can’t track, manage, and improve. That makes us too slow and too unaware of the experiences our customers are having

Smarter & faster GIP proposed customer flow For AUGUST Launch STRANGER

CUSTOMER

PROMOTER

Visitor

LEAD

SIGN UP

APPLY

MATCH

REalize

COMPLETE

The GIS suggests what they should apply for and restricts them seeing opportunities they can’t match with

TN taker may ask them to interview, this will go in their notifications

Standards tracking prompted (home)

Standards tracking prompted (host)

NPS Survey

Invited to OPS (home)

Integration content prompted (host)

Re-integration seminar

Logistics tracked

LEAD content prompted (host)

GCM/LEAD content

LEAD content prompted (home)

NPS Survey

Showcasing their story (promoter)

Young Person goes to aiesec.org Creates profile on Opportunities Portal Edits and adds to their profile while browsing Opportunities View is limited based on profile completeness SIGN UP

For some TNs, the EP takes a language test, competency test, etc., all automatically within the GIS

If they both accept ANs, then it’s a match!

Indemnity, XPP, Insurance requirements prompted (home)

Complete video cover letter APPLY

MATCH

REalize

Re-integrate

Proactive Fire fighting Upselling to another product Promoter prompt COMPLETE

Re-integrate

Alumni

Smarter & faster GCDP proposed customer flow For AUGUST Launch STRANGER

Visitor

LEAD

SIGN UP

APPLY

Young Person goes to aiesec.org Creates profile on Opportunities Portal Edits and adds to their profile while browsing Opportunities

Matchability guides what projects they should and can apply for, based on: entity partnership, timelines, issue

Projects may require them to: complete an inbuilt language test, values test

CUSTOMER MATCH

Standards tracking Project manager/TN prompted (home) taker may ask them to interview, this will go in their Invited to OPS (home) notifications

If they both accept ANs, then it’s a match!

View is limited based on profile completeness SIGN UP

APPLY

REalize

MATCH

Logistics tracked LEAD content prompted (home) Indemnity, XPP, Insurance requirements prompted (home) REalize

PROMOTER COMPLETE Standards tracking prompted (host) Integration content prompted (host) LEAD content prompted (host) NPS Survey

Re-integrate NPS Survey Re-integration seminar GCM/LEAD content

Showcasing their story (promoter)

Proactive Fire fighting Upselling to another product Promoter prompt COMPLETE

Re-integrate

Alumni

Smarter & faster TMP/TLP proposed customer flow For AUGUST Launch STRANGER

Visitor

LEAD

SIGN UP

APPLY

Young Person goes to aiesec.org Creates profile on Opportunities Portal Edits and adds to their profile while browsing Opportunities View is limited based on profile completeness SIGN UP

Matchability guides what roles they can apply for based on: location, skills Roles may require them to: complete an inbuilt language test, values test

CUSTOMER MATCH

REalize

COMPLETE

Recruiter may ask them to interview, or assessment centre, this will go in their notifications

Team Standards tracking prompted

Team Standards tracking

Resource Hub prompted

Resource Hub prompted

If the recruiter accepts them, it’s a match!

Internal Comms prompted

LEAD content prompted

APPLY

PROMOTER

MATCH

LEAD content prompted NPS Survey

UP-SELl Showcasing their story (promoter)

GCM/LEAD content

Exit Upselling to Survey another product

Proactive Fire fighting

NPS and firefighting

Promoter prompt

REalize

COMPLETE

Alumni

UP-SELl

Building a “smarter and faster” system... ‣ Planning and Tracking: Similar to MarketPlace, you plan your goals for ELD and NPS, then your partners, strategies and timelines, this data will be transparent globally ‣ The CRM: Your main customer management application where you will see all current registered users of the platform - for Students, for Companies and for Opportunities ‣ Library: The space where all content is uploaded, tagged, and suggested for different roles. No more wikis, just tagged data which collects based upon user stats. Depending on your role, the system will suggest education to you and L&D will be able to plan modules and assessments ‣ Internal Comms: Emails within the system to any profile registered (ie. LCP of …), Facebook messenger style conversations with your teams, personal news feeds ‣ Teams: A shared space for you to communicate with your teams, set the team purpose, goal and track and manage towards it. Similar to a working space. ‣ Projects: The way we manage our iGCDP projects in workspaces with a combination of EPs, TN managers and anyone else who is involved in the running of the project. There will be tracking, discussions and shared photos etc. ‣ Analysis: A really, really, really big space within each app where you will find powerful BI in easy report templates to cover every process, team and product in the organisation. !

To see the full overview see the SYSTEM GUIDE!

SOunds great... But how do I LEAD this?

Let’s take a look at the bigger picture of system implementation and your role in this‌

PART THREE. !

Everything about CHange Management

Why MANAGE CHANGE?

When the new GIS is launched, all of us will go through many emotional reactions. We should be aware that this will change a lot over time, and so we should plan and prepare to help manage this change in our membership

YOU IN DECEMBER (or earlier!)

You now

What’s the TIMELINE Testing Phase Once we have a clear minimum viable product, we will begin testing the system. !

We need as many people from diverse backgrounds, functions and entities to try and use the system and give us feedback on how to fine tune it to be better. !

Also during this time, all data from myaiesec.net will be transferred to the GIS.

June

july

august

IMPLEMENTATION When we’re confident that the system minimums are ready for use, we will launch the system and manage a 3 month implementation process. !

In this, every single person in AIESEC will stop using myaiesec.net and our current systems and integrate or move to the GIS.

Sept

oct

Nov

What about December?

In less than 30 weeks… ✓Every entity around the world is using the GIS or has fully integrated their platforms ✓Every member in AIESEC has a GIS user account and has started using it ✓Every website globally connects to the OP to drive customers faster ✓Education and Internal Communications within AIESEC is revolutionised and MCs have adapted ✓myaiesec.net no longer exists ✓customer gauge is no longer a partner of AIESEC ✓the Online Registration System (ORS) no longer exists ✓the current MarketPlace and Opportunities Portal are replaced

What about managing Change?

We are adapting the Kotter Model of change management in this project. ! !

We recommend you use this framework in your own entity, starting the first step creating a sense of urgency now! ! !

More details of exactly what as MC you should do is in the Implementation Guide!

Change Management 13.14 Create a sense of urgency The leaders believe in the strategic need for the GIS this year and are motivated to make it happen due to internal and external threats/opportunities.

Powerful guiding coalition To get a team of people throughout the organisation who will lead the change by: communicating the vision to the whole network, bring belief, excitement, urgency, and commitment to the change.

Now until July

Vision for the change Create a simple and sticky vision to link the outcome of the project to AIESEC's progress which can be easily communicated

communicate Every stakeholder believes in the vision, knows how the GIS affects their daily operations and what they need to adjust in order to make full implementation possible.

Change Management 14.15 empower and Overcome challenges To have a smooth transition process from current myaiesec.net to the GIS, procedure for continual changes, education and overcome obstacles by empowering the network

Showcase early implementors Increase belief and excitement and get more people to use the system by showing the successes we achieve on a regular basis

August until middle of 2015

Fast reactions Recognise success and failures constantly, identify what can be improved and keep engaging and exciting the network in the system change

Anchor the change To ensure that the GIS becomes a core part the way we do things, and that our culture is aligned to this. Make the GIS part of our organisational DNA.