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