Post on 13-Dec-2014
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TLP XP FLOW
From the TM CEM NSB team
Objectives
A “customer-focus” when providing TL experiences
LCs have a standardized TLP flow LCs are able to individually assess what
areas they are strong in and what areas they need to improve
LCs capitalize on high TL satisfaction and engagement to drive exchange goals
The TLP Product Flow
Raise Match Realize
Closing
Re-Raise
Why is this TLP flow Important?
We are creating standardized experiences so that every role is fulfilling and high quality
Low quality EB XP VPs who drop out VPs who don’t meet goals VPs who create bad team XP
Low quality MM XP MM who become disengaged MM who don’t drive exchange MM who create bad team XP Poor leadership pipeline
Global Leader
TL Customer Experience Management fits into the Global Leader Product through:
Product Development
Organizational Development
Participants get
hands on experience
in developing a
product and bringing
it to the market.
Participants get
hands on experience
in managing their own not-for-profit.
Person Responsible for TL Quality
LCPs
VPs
For EB VPs
TLs
For MM
EB XP Timeline (Year-long)
RAISING
MATCHING REALIZINGCLOS
ERE-
RAISE
-3m -2m -1m 0 1m 6m 11m 12m
Talent Planning
JD Creation
Application
Selection/Allocation
Training/Transitioning
Goal SettingTeam
Formation
ExecutionM
idterm Analysis
Replanning
Driving Success
Improve JD
Re-release XP
Transition
XP Reflection
Team Assessm
ent
MM XP Timeline (Semester-long)
RAISING
MATCHING REALIZINGCLOS
ERE-
RAISE
-3w -2w -1w 0 2w 9w 16w 18w
Talent Planning
JD Creation
Application
Selection/Allocation
Training/Transitioning
Goal SettingTeam
Formation
ExecutionM
idterm Analysis
Replanning
Driving Success
Improve JD
Re-release XP
Transition
XP Reflection
Team Assessm
ent
•Talent Planning•JD Creation•Application
RAISING
Talent Planning
TIMELINE: Before term (if possible) RESOURCE: LC Talent Planning Tool If you are a VP considering adding TLs,
here are some questions to consider Where could you use the extra power to drive
exchange goals? Are there more than 7 people underneath
you? Do some operations need a closer eye to
manage them? Keep in mind that not all teams will be in a
position to require/need TLs.
JD Creation
TIMELINE: Before term (if possible) RESOURCE: on podio—TM space Creating JDs is one of the most crucial
steps to creating a satisfying, quality role.
Receive feedback from others to make sure you're not delegating too much or too little.
KPIs should reflect exchange goals that you have created.
Application
TIMELINE: Before term (if possible) To ensure the right person for the right
job, it is important to have some sort of application process set for the role.
MATCHING•Selection/Allocation•Training/Transitioning•Goal Setting•Team Formation
Selection/Allocation
TIMELINE: EB—before termMM—1-2nd week (or before
term if possible) RESOURCE:
Value-Based Selection/Allocation This process can range anywhere from
selection, election, etc.
Training/Transitioning
TIMELINE: EB—before termMM—2-3rd week (or before
term if possible) RESOURCE: Transition Tool
Goal Setting
TIMELINE: EB—before termMM—2-3rd week (or before
term if possible) RESOURCES: Backwards planning
Smart goals While the role should have KPIs from the
JD creation stage, it is important that the TL also determines their own goals to fosters a sense of ownership and responsibility.
Team Formation
TIMELINE: EB—1st week (or before term if possible)
MM—3rd week A TL is not a true TL unless they have a
minimum of three people underneath them.
Therefore, before the role can be realized, they must form a team and start building the team dynamic through expectation setting, reviewing team goals, and creating a team vision or purpose.
REALIZATION•Execution•Midterm Analysis•Replanning•Driving Success
Execution
TIMELINE: EB—1st weekMM—3rd week
RESOURCE: Tracking Tool Managing the team in order to reach
goals.
Midterm Analysis
TIMELINE: EB—26th weekMM—9th week
Midway through the role, the TL should create a analysis report of the original KPIs, whether or not they have been met and why.
Can be done through one-on-one personal development talks or a team review
This should also be a time period for feedback
Replanning
TIMELINE: EB—27th weekMM—10th week
Based on feedback and analysis, TLs should adjust their goals and KPIs so that they will be able to accomplish them by the end of the semester.
Ideally this would be conducted with their team.
Driving Success
TIMELINE: EB—28th weekMM—11th week
TL manages the team and inspires them to push through to make it to the finish line and achieve their goals.
CLOSING•XP Interview/Reflection•Team Performance Assessment
XP Interview/Reflection
TIMELINE: EB—50th weekMM—16th week
To end the experience, the TL should either go through a closing interview or receive a space to reflect.
Team Performance Assessment TIMELINE: EB—49th week
MM—15th week A review of what the team
accomplished, what challenges they had faced, and what they think can be improved upon.
Should be submitted to the TL's higher up and IM to track the data and preserve information.
RE-RAISING•Improve JD•Re-release role•Transition Knowledge
Improve JD
TIMELINE: EB—50th weekMM—16th week
Based on feedback during the closing interview, alter the JD to improve its design and the experience it promises to offer.
Promote it, along with the old TL, to the rest of the LC.
Re-Release Role
TIMELINE: EB—50th weekMM—16th week
Release the role again for applications. Also, at this point the old TL should be
encouraged to either apply for a new TMP experience or apply for a higher level TLP.
Transition Knowledge
TIMELINE: EB—51th weekMM—17th week
RESOURCE: Transition Tool Old TL should transition knowledge
either through one on ones or by creating a handbook on how to perform the role and what to expect.
FINAL REMARKS
The TLP Product Flow
Raise Match Realize
Closing
Re-Raise
Assessing the Quality of TLP
Net Promoter Score (NPS) Reminder: you can only receive NPS scores
if the role is officially raised on myaiesec.net and they fill out the survey at the end of their term
One on ones Exit Interviews
QUESTIONS . . . ?
Contact Katie Crow at: •Email: tlp.cem@aiesecus.org•Phone: (706) 267-9481•Book a meeting: kcrow.youcanbook.me
Wanna know what else the team is working on?Check out our project tracker here:
https://docs.google.com/spreadsheet/ccc?key=0ArdcKz6Io1EYdHBIN2Q4Zlk5MGY0dDRlOVRCZG9LOEE&usp=sharing