This document outlines a learning and development plan for AIESEC teams to deliver quality experiences during the summer peak period. It provides content, profiles/targets, possible channels, and timelines for various topics including: - Raising quality exchanges for iGIP and iGCDP - Measuring and addressing detractor issues - Preparing members, teams, and exchanges virtually and in-person - Balancing quality between iGIP and iGCDP delivery - Educating oGIP, oGCDP, and other teams on quality principles and processes The overall goal is to create a culture where all members work collaboratively to care for exchanges and continuously improve the end-

1. Learning and Development for
Quality delivery in the summer peak

2. At IPM 2014, we committed to
DELIVERING QUALITY
EXPERIENCES

3. We can deliver high quality
experience ONLY if our teams
know how to and are
collaborative with each other to
deliver

4. WHY?
 Every team member, team leader and LCVP is aware of why we need to deliver quality
experiences
 How to deliver these experiences to specific entities in GCDP and GIP
 How to balance GIP and GCDP Quality
 What action steps to take to make it happen
 INCREASE NPS through reducing/eliminating detractors!!

5. The right
message/con
tent
To the right
profile/LC
At the right
time
What needs to happen?
Through the
right
channel

6. iGIP L&D

7. Principles
The right
message/content
Always message quality with growth or quality driving growth
Quality is embedded into all stages of exchange flow (not just
realized)
Quality education is given to all exchange teams however every
member in the entity is aware of this and wants to deliver it

8. CONTENT PROFILE/TARGET POSSIBLE CHANNELS POSSIBLE TIMELINE
Raising with the
right JD, EP Profile
and for the right
countries
Focus LCs for iGIP –
Customize by sub product
LCVPs – knowledge
TLs and team members –
training of how to sell
Virtual trainings, GIP
Newsletters and videos
Weekly calls with focus LCs VPs
and TLs
MAY!!
How to use AND
measure NPS –
Link it to KPI of
delivery teams
For LCVPs and Team Leaders
of ALL LCs
Virtual channels, conferences, LC
Visits May
Detractor issues –
how to eliminate
them, who is
involved, what
synergy is needed,
what action steps
to take
Focus LCs for iGIP, LCVP iGIP,
LCVP TM
Virtual channels, LC Coaching
visits, conferences May and June
Quality delivery at
realized stage –
Accommodation,
Logistics etc
Same as above Same as above June and July

9. CONTENT PROFILE/TARGET POSSIBLE CHANNELS POSSIBLE TIMELINE
EP Integration for
iGIP EPs
LCVP iGIP, TL and Team
members for iGIP
Virtual and Physical June and July
Effective AIESEC
support to EP for
anything to do
with logistics or
JD/with the
company
LCVP iGIP, TL iGIP Virtual and Physical June and July
Visa information
and support
LCVP iGIP, LCVP Finance Virtual May-July
iGIP side should be aware of oGIP process and how to prepare Eps
virtually (As a start of EP Integration even before the realization)

10. iGCDP L&D

11. Principles
The right
message/content
Always message quality with growth or quality driving growth
Quality is embedded into all stages of exchange flow (not just
realized)
Balancing quality delivery in iGCDP and iGIP is important

12. CONTENT PROFILE/TARGET POSSIBLE CHANNELS POSSIBLE TIMELINE
Raising with the
right JD, EP Profile
and for the right
countries
Focus LCs for iGCDP –
Customize by issue
LCVPs – knowledge
TLs and team members –
training of how to sell
Virtual trainings,
Weekly calls with focus LCs VPs
and TLs, conferences
MAY!!
If you want to do off peak
realizations then also in July-
Aug but only with the off
peak teams in specific high
volume LCs
How to use AND
measure NPS –
Link it to KPI of
delivery teams
For LCVPs and Team Leaders
of ALL LCs
Virtual channels, conferences, LC
Visits May
Detractor issues –
how to eliminate
them, who is
involved, what
synergy is needed,
what action steps
to take
Focus LCs for iGIP, LCVP iGIP,
LCVP TM
Virtual channels, LC Coaching
visits, conferences May and June

13. CONTENT PROFILE/TARGET POSSIBLE CHANNELS POSSIBLE TIMELINE
Virtual
preparation of Eps
before realization
LCVP and Team Leaders
for iGCDP – should be
coordinated by MC, LCVP
TM
Virtual May, June and July
Effective AIESEC
support to EP for
anything to do
with logistics or
JD/with the
company
LCVP iGCDP, TL iGCDP,
LCVP TM (to know how to
allocate capacity)
Virtual and Physical June and July
Visa information
and support
LCVP iGCDP, LCVP
Finance
Virtual May-July
Managing high
volume iGCDP
Quality along with
iGIP growth in LCs
LCVP iGCDP, LCVP iGIP,
LCVP TM
Virtual and Physical
May-July (embed into exchange
process)
Balance GCDP GIP
quality through
structure, JD, KPI
LCVP TM, LCVP iGIP, LCVP
iGCDP
Virtual and Physical May-July

14. oGIP L&D

15. Principles
The right
message/content
Always message quality with growth or quality driving growth
Detractor issues might seem like the come because of the host
entity, but look at the OGX process to see what you can do better
to reduce them
There can be many common areas of working between OGX in
GCDP and OGX in GIP so capitalize on it to balance the quality and
growth

16. CONTENT PROFILE/TARGET POSSIBLE CHANNELS POSSIBLE TIMELINE
Right Raising to
ensure right
expectation setting
(based on supply
and product)
LC oGIP, LCVP Marketing, TLs
in both oGIP and Marketing,
sales training for this to team
members, LCVP TM to be
aware so that JDs are aligned
Virtual trainings,
Weekly calls with focus LCs VPs
and TLs, conferences
MAY!
How to use AND
measure NPS –
Link it to KPI of
delivery teams
All oGIP and Marketing teams
Virtual channels, conferences, LC
Visits
MAY AND JUNE!
Detractor issues –
how to eliminate
them, who is
involved, what
synergy is needed,
what action steps
to take
oGIP, TM, Marketing teams to
ensure there is synergy in
action steps and clear
understanding of each
individuals role in the action
steps
Virtual channels, LC Coaching
visits, conferences
MAY!

17. CONTENT PROFILE/TARGET POSSIBLE CHANNELS POSSIBLE TIMELINE
Virtual preparation
and communication
with host entity – to
ensure host entity
and home entity are
aligned, know about
accommodation and
AIESEC Support
details
LCVP oGIP, LCVP oGCDP, ALL oGIP
and oGCDP TEAMS
Virtual
June and July (Once there are enough
matches)
Visa information and
support (Especially
documents)
ALL OGX teams (GIP and GCDP),
Marketing teams for the right
promotion and expectation
setting
Virtual May and June
EP Preparation
(About culture of
country, JD,
internship details,
insurance etc)
oGIP AND oGCDP teams, LCVP TM Virtual and Physical
June and July (Before realization
period)
Balance GCDP GIP
quality through
structure, JD, KPI
TM, oGIP, oGCDP LCVPs and Team
Leaders
Virtual and Physical

18. oGCDP L&D

19. Principles
The right
message/content
Always message quality with growth or quality driving growth
Detractor issues might seem like the come because of the host
entity, but look at the OGX process to see what you can do better
to reduce them
There can be many common areas of working between OGX in
GCDP and OGX in GIP so capitalize on it to balance the quality and
growth

20. CONTENT PROFILE/TARGET POSSIBLE CHANNELS POSSIBLE TIMELINE
Right Raising to
ensure right
expectation setting
(based on supply
and product)
LC oGCDP, LCVP Marketing,
TLs in both oGIP and
Marketing, sales training for
this to team members, LCVP
TM to be aware so that JDs
are aligned
Virtual trainings,
Weekly calls with focus LCs VPs
and TLs, conferences
Raising period is now over so
this is mostly for off peak teams
How to use AND
measure NPS –
Link it to KPI of
delivery teams
All oGCDP and Marketing
teams
Virtual channels, conferences, LC
Visits
MAY AND JUNE!
Detractor issues –
how to eliminate
them, who is
involved, what
synergy is needed,
what action steps
to take
oGCDP, TM, Marketing teams
to ensure there is synergy in
action steps and clear
understanding of each
individuals role in the action
steps
Virtual channels, LC Coaching
visits, conferences
MAY!

21. CONTENT PROFILE/TARGET POSSIBLE CHANNELS POSSIBLE TIMELINE
Virtual preparation and
communication with
host entity – to ensure
host entity and home
entity are aligned, know
about accommodation
and AIESEC Support
details
LCVP oGIP, LCVP oGCDP, ALL oGIP
and oGCDP TEAMS
Virtual
June and July (Once there are enough
matches)
Visa information and
support (Especially
documents)
ALL OGX teams (GIP and GCDP),
Marketing teams for the right
promotion and expectation setting
Virtual May and June
EP Preparation (About
culture of country, JD,
internship details,
insurance etc)
oGIP AND oGCDP teams, LCVP TM Virtual and Physical
June and July (Before realization
period)
Balance GCDP GIP
quality through
structure, JD, KPI
TM, oGIP, oGCDP LCVPs and Team
Leaders
Virtual and Physical
EP Re-integration
LCVP oGCDP and TM and Team
Leaders for oGCDP and TM
Virtual and physical
May-July (since there is a process to
it)

22. Educate
members about
ALL COUNTRY
partner
DETAILS
Synergy
between TM,
GIP GCDP on the
MC to make it
happen!Cover common
solutions for icx
AND ogx with
both GCDP and
GIP to bring the
balance in
delivery
Implement team
minimums with
all delivery
teams
Customize to
YOUR ENTITY
GROWTH
MODEL and
focus
Programmes for
LCs
Members
LEARN BY
DOING! So make
it practical
Tips to deliver L&D
about QUALITYis

23. Create a culture of CARING for OUR EPs within your
membership

24. 2. Attracting &
Converting
Members
LEARN BY
DOING! So make
it practical

25. 2. Attracting &
Converting
Newie Induction:
- Run an entire exchange simulation during newie induction
where members are raising through artificial sales meetings,
matching through a live market place and actually arranging
for EP Visa, Accommodation, coordinating with each other as
home and host entity and Eps are filling satisfaction surveys
- This will help members understand the why, how and what of
quality experiences better
- Make sure new members are meeting and interacting with
incoming and outgoing Eps
- Ensure your re-integrated Eps are a part of induction or even
team leaders of new members in exchange teams!

26. 2. Attracting &
Converting
Team Leaders:
- Ensure team leaders of exchange support teams like TM and
Marketing are getting the education they need along with
exchange teams
- Make sure team leaders are transitioning EP (ICX or OGX)
information and contact etc well from one team to another at
the end of the experience so this doesn’t break the experience of
the EP
- Educate Team Leaders through practical simulations and
training as well!
- Team leaders must have the feeling of care

27. 2. Attracting &
Converting
Vice Presidents:
• Run an NPS training where LCVPs are all using NPS (so they
have practical understanding), identifying detractor issues and
working together to eliminate them
• Involve support functions as well!

28. 3. Attracting &
Converting
Showcase members who deliver
high quality EP XPs:
- As often as possible, go through promoter comments on NPS
and RECOGNIZE the MEMBER who was the EP or TN
manager of the EP in delivering the experience
- It could be more than one member involved in delivering the
experience, showcase this members experience and work and
incentivize the member/team as well
- This will strengthen the culture of delivering quality
experiences

29. 4.
 It is the MCs role to be aware LCs know their partners and supply
along with ALL internship details! Below you will find what are the
minimums of education to LCs about partners so LCs can deliver
quality XPs
Knowing
partners and
all details
Communicati
on with
partners is
part of L&D
Evaluate
detractor
issues and
improve
together!
Quality experiences are delivered
by 2 entities TOGETHER

30. YAY!
You are
almost
there!!

31. Now make it
happen!!