Global Talent

Standard Operating Procedures

 oGT | Youth
Standard Operating Procedures
oGT Youth Pre-Attraction
Status Topic Activities Responsible Description

- LC
- Assign EP Manager on the Committees page for OGX Operations

- MC
- Set your product fees
No status yet EXPA Preparation EXPA Setting for operations MC and LC - Setup your custom url if you want to implement online payment
- Add your national partners on the National Partners section
- Add your country partner (max. 6) for each product
- Assign the city in your entity with your LC
- Set your email flow for each product
oGT Youth Pre-attraction
Status Topic Activities Responsible Description

Prepare Contract
- Analyze current product contract with the entity lawyer
- Adjust in case the contract is outdated or in case any change in global compendium
Legalities Prepare Legality Induction MC apply.
- Legislate the changes (in case of needed) in a National legislation
Payment
No status yet - Analyze the current payment method
- Adjust in case the current method is not applicable
- Legislate the changes (in case of needed) in a National legislation
Organization information

Review product pricing

Finances Review product pricing MC - Analyze product pricing according to Sustainability standard and GFB report
- Analyze product pricing according to Subproducts
- Prepare updates in finance model with MCVP finances
- Legislate the changes (in case if needed) in a National legislation
oGT Youth Pre-attraction
Status Topic Activities Responsible Description

Improvement plan for NPS

- Identify the current state of promotion and detraction through an analysis of your
NPS MC and LC
product NPS data
- Based on NPS analysis results create an actionable plan to increase your NPS.
- Establish the frequency of analysis and goals.

Improvement plan for Product Funnel

- Analyze the current state of your product funnel and its bottlenecks
Product Product Funnel MC and LC
No status yet - Based on the funnel analysis results create an actionable plan to attack the
development
bottlenecks
- Establish the frequency of analysis and goals

Improvement plan for Exchange Standards

- Analyze Identify the current state of exchange standards delivered through your
Exchange standards MC and LC product.
- Based on the standards analysis results create an actionable plan to attack the
bottlenecks.
- Establish the frequency of analysis and goals.
oGT Youth Pre-attraction
Status Topic Activities Responsible Description
Analyze Entity to entity Historical Analysis [with all your cooperations], including:
- Define focus subproduct
- Product funnel and conversion rates between Entities
- Process time
Supply and demand analysis MC
- NPS
- Exchange standards delivery
- Subproduct market (which Subproduct the entity focus on and what subproducts are
more relevant for your market)
Define Main Partners and establish the following:
- Define focus subproduct
- Define a numeral goal in Realizations
No status yet IR management Establish IR partnerships MC
- Process time
- Timeline
- Working routine
Define IR for LCs
- Based on Entity national partners analyze the results of the cooperation by LCs
-Define focus sub products per LC and set the partnerships based on that
Downscale MC entity partners to LC and establish - Drive LC to LC cooperations within the LCs of your entity partner,
MC and LC
LC2LC partnerships) - Define a numeral goal in Realizations
- Process time
- Timeline
- Working routine
oGT Youth Pre-attraction
Status Topic Activities Responsible Description
Market (University/City) Understanding
Market Research MC and LC Buyer Persona Creation and Validation
*Follow the B2C SOPs for process details.

Create attraction strategy | Online & Offline

- Establish goals
- Split responsibilities in the customer flow
Synergy with Co-plan Attraction Strategy MC and LC - Crete short-term campaigns
B2C/Marketing/DX - Timeline
P - Create Synergy routines (meetings periodicity, dashboards, reporting, evaluation
No status yet method).
*Follow the B2C *Follow the B2C SOPs for process details.
SOPs for process
The budget for Marketing Campaigns
details.
- Create an investment budget for the short-term campaigns and its ROI
Attraction budget and ROI MC and LC
- Evaluate the results during MKT synergy meetings.
*Follow the B2C SOPs for process details.

Sales education and materials preparation

- Create sales pitch for the customers based on Blue Book value proposition and
Sales preparation MC and LC
customer persona
- Educate network
oGT Youth Pre-attraction
Status Topic Activities Responsible Description

Ensure and implement National education cycle for:

- Value proposition
- Customer Flow and SOP
- International relations
- Product and data management
No status yet Education Product management MC and LC - Exchange standards
- NPS
- XPPs
- Attraction plan LC Role
- Offline activities
- Sales education
oGT Youth Attraction
Status Topic Activities Responsible Description

Tracking of Offline Attraction setting:

Synergy with - Set goals and guidelines for offline activities (number of activities per month, number
B2C/Marketing/DX Offline Attraction Plan execution MC of leads generated)
P - Choose a responsible for the different stages of the funnel
- Establish a tracking system with LCs including activities per week

Visitor-open

Online lead management

- Establish the channels for customer service: Intercom, Facebook, email
Customer - Determine instructions for customer service offline
Leads management MC and LC
management - Determine people responsible at National level and instructions at the local level
- Create F.A.Q. and share at a Local level
- Establish response time ( maximum 6 hours)
oGT Youth Consideration
Status Topic Activities Responsible Description
Product tracking
Product - Constant Track the first part of the Funnel at national level broken down by LCs
National product tracking MC
management [weekly basis recommended]
- Track IR partners attraction goal and LC2LC cooperations attraction goal
Customer contact tracking
- Assign EP manager in EXPA 3 during 24 hours.
- Establish responsible for customer contact within 24 hours response
- Track LC members response rate
Customer
Customer contact LC - Use EXPA 3 CRM to track EP management and customer journey
management
Application process support
Open to - Ensure EP fills the CV inside aiesec.org profile
Applied - Support EP with the information about the application process
- Support EP to apply to the opportunities that match the background
Promote IR opportunities
- Track EP manager for selling IR partner's opportunities
Opportunities communication to the customer MC and LC
- Ensure the promotion of the IR partner's opportunities
- Tracking opportunity attraction and its conversion to Apply
Hosting entity
Entity Partners communication
communication
- Have constant tracking and reporting system with the cooperation to ensure the
Entity Partners communication MC and LC conversion.
- Have feedback process in place to improve opportunities, description and promotion
materials.
oGT Youth Consideration
Status Topic Activities Responsible Description
Customer contact tracking
- EP manager contact EP within 24 hours after the rejection
Customer
Customer contact LC - EP manager provides feedback on EP's application
management
- EP manager support EP to improve EP's profile and apply to another opportunity
Applied to - Send Entity partners opportunities
rejected Entity Partners communication
- Get the feedback on EPs application with a call to action to improve EPs application
Hosting entity
Entity Partners communication LC within 12 hours.
communication
- Analyze conversion of applied to rejected with the cooperation, establish CTA if
needed.
Customer contact tracking
- Manage Customer contact within 24 hours response
- Track LC members response rate
- Use EXPA 3 CRM to track EP management and customer journey
Customer
Provide customer support LC - EP manager supports EP to ensure understanding the details of the opportunities
management
applied: realization dates, project description, project benefits.
Application process support
Applied to
- Support EP with the selection process (tips/guidance for interviews, video, case
Accepted
studies or any other required actions in the selection process).
Entity Partners communication
- Have constant tracking and reporting system with the cooperation to ensure the
Hosting entity Communication with the entity partner to conversion.
LC
communication improve ACC process time and conversion rate - Have feedback process in place to improve opportunities, description and promotion
materials.
- Inform the opportunity manager everytime EP applies
oGT Youth Consideration
Status Topic Activities Responsible Description

Opportunity details
Ensure EP's awareness of opportunity details LC
- EP manager ensures EP's understanding of opportunity details: working hours,
opportunity benefits, duration, country, location, accommodation, JD, etc.

Customer Contract Signing

management - After the accepted. Send a contract to the EP within 24hrs (for the EP to review and
Signing the contract LC ask in case of questions).
- Arrange the meeting for contract signing within 24 hours
Accepted to
- Set expectations with the EP about contract signing and payment
Approved
- Suggest a DDL to signing the contract (suggested 72hrs).
- Arrange payment after contract signing.

Payment
- EP manager gives indications and ensures EP understands the details of the payment
Payment Payment method LC process.
- EP manager informs EP of the allocation of the payment and the payment method.
- Once full payment has done, EP manager approves the EP and informs the Host
entity.
oGT Youth Preparation
Status Topic Activities Responsible Description
Communication routine
- EP manager Establish a communication routine with the EP (suggested weekly
Communication routine LC touchpoint).
- Introduction of AXP app to the EP to track their exchange process.
- Introduction of SDG alignment course.
Experience overview
- EP manager explains Exchange standards and its delivery
- EP manager explains LDA and set a DDL for the EP to fill it (recommended within 3
Customer
Experience overview LC days)
management
- EP manager explains NPS and LPS
- EP manager arranges OPS
Approved to - Introduce AXP to EP
Realized Standards delivery:
- Prepare and execute Outgoing Preparation Seminar
Standards delivery LC - Provide information for Insurance purchasing
- Expectation setting
- Leadership development spaces by home
Documents audit and review:
- Make sure EP has the insurance
Legalities Legalities LC
- Make sure EP gets a visa
- Support EP in document preparation such as visa, flight tickets, etc.
Entity partner communication:
Hosting entity
Entity Partners communication - Align with HE regarding LEAD delivery
communication
- Ensure hosting entity have pre-arrival communication with EP
oGT Youth Preparation
Status Topic Activities Responsible Description

Customer contact tracking:

Customer
Customer contact LC - Provide EP with support within 24 hours
management
- Act upon it to avoid it in the future

Entity Partners communication:

Hosting entity
Entity Partners communication LC - Communicate with the host entity regarding the case and define CTA if needed;
communication
Approved to - Act upon case solving
Break Approval

ECB case solving:

- Ensure right communication flow for case opening/solving
ECB communication
ECB communication LC - Communicate and track with ECB for the case solving (based on XPP)
(if necessary)
- Involve EP in the communication process if needed
- Resolve the case
oGT Youth Experience
Status Topic Activities Responsible Description
Customer contact:
- Weekly/bi-weekly check-ups with EP regarding the experience
Customer - Answer customer questions within 24 hours
Customer contact LC
management - Ensure EP uses AXP
Realized to Collect showcasing materials:
Finished - Ask EP for showcasing materials during the experience
Ensure standards delivery by host entity:
Host entity - Fup hosting entity regarding standards delivery
Entity Partners communication LC
communication Status change:
- Follow up hosting entity to change status to realized on the first day of work
Customer contact tracking:
Customer
Customer contact LC - Provide EP with support within 24 hours
management
- Act upon it to avoid it in the future
Entity Partners communication:
Home entity
Entity Partners communication LC - Communicate with the host entity regarding the case and define CTA if needed;
communication
Break Realized - Act upon case solving
ECB case solving:
- Ensure right communication flow for case opening/solving
ECB communication
ECB communication LC - Communicate and track with ECB for the case solving (based on XPP)
(if necessary)
- Involve EP in the communication process if needed
- Resolve the case
oGT Youth Post-experience
Status Topic Activities Responsible Description
Customer contact:
- Contact EP within 3 days after the experience
- Ensure EP fills LDA, NPS and standards survey
- Ensure EP download certificate
Customer contact LC - Remind EP to rate LC/Organization
- Invite EP to reintegration seminar

Collecting showcasing materials:

- Ask EP to fill showcasing form
Finished to Customer
Standards delivery:
completed management
Standards delivery LC - Invite EP to debrief meeting
- Conduct EP debrief meeting
Execute activities based on NPS:
- Promoter: invite to AIESEC events, ask to refer the programme to others, write
testimonials
NPS LC - Detractor: Conduct a meeting to do the customer escalation management and create
an action plan for improvement
- Passive: Collect feedback from your customer and create an action plan based on
feedback
Customer reintegration:
Completed to Customer
Customer reintegration activities LC - Execute customer reintegration strategies (offer other products, YSF, membership)
applied management
- An emailing system to offer more opportunities
 iGT | Partner
Standard Operating Procedures
iGT Partners Pre-Attraction

Status Topic Activities Responsible Description

- LC
- Assign Account Manager on the Committees page for ICX Operations
- MC
- Set your product fees
No status yet EXPA Preparation EXPA Setting for operations MC and LC
- Setup your custom url if you want to implement online payment
- Assign the city in your entity with your LC
- Determine if your entity is running a product/not
iGT Partners Pre-Attraction

Status Topic Activities Responsible Description

Prepare Contract, Payment Organization information

Prepare Contract
- Analyze current product contract with the entity lawyer
- Adjust in case the contract is outdated or in case any change in global
compendium apply.
Legalities Prepare Legality Induction MC - Legislate the changes (in case of needed) in a National legislation
Payment
- Analyze the current payment method
No status yet - Adjust in case the current method is not
- Legislate the changes (in case of needed) in National legislation organization
information

Review product pricing

- Analyze product pricing according to Sustainability standard and GFB report
Finances Review product pricing MC
- Prepare updated in finance model with MCVP finances
- Legislate the changes (in case of needed) in a National legislation
iGT Partners Pre-Attraction

Status Topic Activities Responsible Description

Market Research
Co-plan Attraction Strategy
Synergy with
No status yet
B2B/Marketing/DXP
Attraction budget and ROI
Sales preparation
Market (City) Understanding
Buyer Persona Creation and Validation, Market Segmentation (based on
MC and LC
opportunities, AIESEC cooperations (IR).
*Follow the B2B SOPs for process details.
Create attraction strategy | Online & Offline
- Establish goals
- Split responsibilities in the customer flow
- Crete short-term campaigns
MC and LC
- Timeline
- Create Synergy routines (meetings periodicity, dashboards, reporting, evaluation
method).
*Follow the B2B SOPs for process details.
The budget for Marketing Campaigns
- Create an investment budget for the short-term campaigns and its ROI
MC and LC
- Evaluate the results during MKT synergy meetings.
-Follow the B2B SOPs for process details.
Sales education and materials preparation
- Create sales pitch for the partners based on Blue Book value proposition and
MC and LC customer persona
- Educate network/LC
-Make sure your sales timeline is aligned with your operational timeline
iGT Partners Pre-Attraction

Status Topic Activities Responsible Description

Analyze NPS data

- Identifying the current state of customer loyalty and detraction through
analyzing your NPS data from the platform
Developing NPS strategy MC and LC Define action steps for NPS metrics improvement
- Based on the current state of NPS metrics develop actionable plan to improve it
and increase your customer loyalty.
- Have clear action steps to increase response rate and NPS.
Product development
Improvement plan for Product Funnel
- Analyze the current state of your product funnel and its bottlenecks
Product Funnel MC and LC - Based on the funnel analysis results create an actionable plan to attack the
bottlenecks
- Establish the frequency of analysis and goals
No status yet -Educate the network on Partners Standards
Partners standards MC and LC
-Track the implementation across the network
Ensure and implement National education cycle for:
- Value proposition
- Customer Flow and SOP
- Product and data management
- Partners standards
Education Product management LC - NPS
- XPPs
- Attraction plan LC Role
- Offline activities
- Sales education
- Sub-products
iGT Partners Attraction

Status Topic Activities Responsible Description

B2B Online strategy implementation MC Refer to B2B SOPs

Prepare AIESEC & Product Materials

- AIESEC presentation materials for a better explanation of AIESEC
Cold Calls & Emailing
- Prospecting leads via email
Attraction Plan - Contacting leads via calls
execution B2B offline strategy implementation MC and LC Attend networking events:
- Make a research on events in the city
- Plan attendance of events
Visitor-sign up - Execute your plan of attendance

*Events help you to communicate in a short time with many companies

Online lead management

- Establish the channels for customer service: Intercom, Facebook, email
Customer (Partner) - Determine instructions for customer service offline
Lead management MC and LC
management - Determine people responsible at National level and instructions at the local level
- Create F.A.Q. and share at a Local level
- Establish response time ( maximum 6 hours)
iGT Partners Attraction

Status Topic Activities Responsible Description

Follow up the lead on EXPA3:

- Account manager contacts the lead within 72 hours if the partner didn't create
opportunity on POP.
Lead contact LC - Support partner in the process of opportunity creation

Partner contact
- Answer customer question through platform and off-line.
Sign up - Op Customer (Partner)
created management

Contract Signing:
- After the accepted. Send a contract to the Partner within 24hrs for the Partner to
review and ask in case of questions).
Signing the contract LC
- Arrange the meeting for contract signing within 24 hours
- Suggest a DDL to signing the contract (suggested 72hrs).
- Arrange payment after contract signing.
iGT Partners Attraction

Status Topic Activities Responsible Description

Review the opportunity regarding:

- Accurate filling of all the fields
- Wording spelling
- XPP requirement (working hours, ...)

OP created to Customer (Partner)

Opportunity management LC In case mistakes found:
OP reviewed management
- Provide constructive feedback regarding the required changes.
- Review again after changes

In case everything is fine:

- Mark opportunity as Open on EXPA

OP reviewed to Customer (Partner) Partner contact

Lead contact MC and LC
OP opened management - Answer customer question through platform and off-line.
iGT Partners Consideration

Status Topic Activities Responsible Description

Selection process Selection process

- Account manager Support partner to stick to the defined selection timeline (10
LC
* If selection run by AIESEC refer to iGT Youth days).
SOPs - Make sure you through EXPA or partner through POP put "Accepted."
Expectation setting with partner
Open to Customer (Partner)
- Conduct meeting to set the expectations about the next steps
Accepted management
- Explain the process of how to review the applicants and give support if needed
Partner contact LC - Communicate before the selection process timeline details.

Partner contact
- Answer customer question through platform and off-line.
Customer (Partner) Partner contact
Partner contact LC
management - Answer customer question through platform and offline.
Payment
Accepted to
- Account manager gives indications and ensures. Partner understands the details
Approved
Payment Payment LC of the payment process.
- Account manager informs Partner of the allocation of the payment and the
payment method.
iGT Partners Preparation

Status Topic Activities Responsible Description

Legalities:
Youth Standard delivery support LC - Get needed documents from the organization for visa
- Make sure Partner and EP sign the contract (if required)

Approved to Customer (Partner)

Realized management Pre-arrival communication:
- Make sure Partner gets in touch with the EP and starts the onboarding process
Partner contact LC Partner contact:
- Provide needed support on preparation stage
- Meet with partner to set the expectations about the next steps

Approved to Get the organization new applicants

Customer (Partner)
Broken Quality case LC If the APD gets broken, replace the person. For the process go to consideration
management
approved phase
iGT Partners Experience

Status Topic Activities Responsible Description

Partners standards delivery:

- Deliver standards for partners happening on experience stage of the customer
Standards delivery LC flow
- Ensure EP have all expected from the partner and communicate with a partner to
keep track on standards delivery

Realized to Customer (Partner)

Finished management
Partner contact:
- Answer customer question through platform and off-line.
Partner contact LC
Last day of EP work
- Ensure partner gives feedback and testimonials to EP.

Partner contact tracking:

Customer (Partner)
Break Realize Customer contact [Quality case] LC - Provide partner with support within 24 hours
management
- Act upon it to avoid it in the future
iGT Partners Post-Experience

Status Topic Activities Responsible Description

Partner contact:
- Conduct an evaluation meeting
Partner contact LC
- Make sure partner fills NPS survey
- Collect showcasing materials

Finished to Customer (Partner)

Execute activities based on NPS:
Complete management
- Promoter: invite to AIESEC events, ask to refer the programme to others, write
testimonials
Execute activities based on NPS LC - Detractor: Conduct a meeting to do the customer escalation management and
create an action plan for improvement
- Passive: Collect feedback from your customer and create an action plan based on
feedback

Partnership upscaling:
Complete to Customer (Partner)
Customer retention LC - Sell another AIESEC products (YSF, Conferences, CSR for GV, etc.)
Open management
- Re-open opportunities
 iGT | Youth
Standard Operating Procedures
iGT Youth Pre-Attraction
Status Topic Activities Responsible Description

Improvement plan for NPS

- Identify the current state of promotion and detraction through an analysis of your
NPS MC and LC product NPS data
- Based on NPS analysis results create an actionable plan to increase your NPS.
- Stablish the frequency of analysis and goals.
Improvement plan for Product Funnel
- Analyze the current state of your product funnel and its bottlenecks
Product Funnel MC and LC - Based on the funnel analysis results create an actionable plan to attack the
No status yet Product development
bottlenecks
- Stablish the frequency of analysis and goals
Improvement plan for Exchange Standards
- Analyze Identify the current state of exchange standards delivered through your
product.
Exchange standards MC and LC
- Based on the standards analysis results create an actionable plan to attack the
bottlenecks.
- Stablish the frequency of analysis and goals.
iGT Youth Pre-Attraction
Status Topic Activities Responsible Description

Supply and demand analysis
Establish IR partnerships
No status yet IR management
Downscale MC entity partners to
LC and establish LC2LC
partnerships)
Analyze Entity to entity Historical Analysis [with all your cooperations], including:
- Product funnel and conversion rates between Entities
- Process time
MC - NPS
- Exchange standards delivery
- Subproduct market (which Subproduct the entity focus on and what subproducts are
more relevant for your market)
Define Main Partners and establish the following:
- Define focus subproduct
- Define a numeral goal in Realizations
MC
- Process time
- Timeline
- Working routine
Define IR for LCs
- Define focus subproduct per LC
- Based on Entity national partners analyze the results of the cooperation by LCs
- Drive LC to LC cooperations within the LCs of your entity partner,
MC and LC
- Define a numeral goal in Realizations
- Process time
- Timeline
- Working routine
iGT Youth Pre-Attraction
Responsibl
Status Topic Activities Description
e
Ensure and implement National education cycle for:
- Customer Flow and SOP
-Sub-Products Implementation & Sales
- International relations
No status yet
Education Product management MC and LC - Product and data management
- Exchange standards
- NPS
- XPPs
- Customer management
iGT Youth Attraction
Status Topic Activities Responsible Description

Promotion materials distribution:

- Creation and sending promo materials ( booklets, videos, posts, photos, OP
Promotional materials LC & MC information) to the Entity partner
- Ensure the promotion of your opportunities by the Entity partner
- Follow up with Entity partner about attraction strategy and conversion improvement
No status Home entity communication
Entity Partners communication
- Have constant tracking and reporting system with the cooperation to ensure the
Entity Partners communication LC conversion.
- Have feedback process in place to improve opportunities, description, promotion
materials and get the right profile
iGT Youth Consideration
Status Topic Activities Responsible Description

Opportunity tracking:
- Tracking views per opportunity and conversion to apply
Product management Tacking Views per Opportunity LC
- Tracking applications per opportunity
- Tracking OP applicants plan achievement
Entity Partners communication
Open to
- Follow up attraction strategy and your opportunities promotion by Entity partner
Applied
- Tracking the number of applicants
Home entity communication Entity Partners communication LC - Have constant tracking and reporting system with the cooperation to ensure the
conversion
- Have feedback process in place to improve opportunities, description, promotion
materials and get the right profile
Customer contact tracking
- Ensure to communicate before the start of the selection process all the opportunity
Customer contact LC details: working hours, opportunity benefits, duration, country, location,
accommodation, JD, etc.
- Inform EP about selection results
Applied to Selection process:
Customer management
Accepted - Shortlist EPs profiles based on the background and skills needed by partner
Selection process
- Inform EP about the further selection process and required call to actions within 72
LC - Conduct required selection process (interview, video, case study interview with the
*If selection run by partner refer to
partner, etc.)
iGT Partners SOPs
- Support with information EP during the selection process
- Inform your partner about the current state of applications
iGT Youth Consideration
Responsibl
Status Topic Activities Description
e
Entity Partners communication:
- Have constant tracking and reporting system with the cooperation to ensure the
Applied to conversion.
Home entity communication Entity Partners communication LC
Accepted - Inform the EP manager about EPs applications current status
- Inform the EP manager regarding opportunity details before EP goes to the selection
process
Customer contact
Customer contact tracking:
Customer management LC
*If selection run by partner refer to - Provide EP with the feedback within 24 hours
Applied to iGT Partners SOPs
Rejected Entity Partners communication:
- Provide feedback on EPs application with a call to action
Home entity communication Entity Partners communication LC
- Analyze conversion of applied to rejected with the cooperation, establish CTA if
needed
Entity Partners communication
Accepted to - follow up regarding legalities (contract signing and payment)
Home entity communication Customer contact LC & MC
Approved - follow up about opportunities details for expectation setting
- make sure home entity mark EP as paid
iGT Youth Preparation
Status Topic Activities Responsible Description

Visa support
- OP manager Support EP with the information of what kind of visa must they apply
- Send an invitation letter to the EP.
- OP manager Make sure that EP signs a contract with a partner.
Standards delivery LC *OP manager Send other documents if it's needed

Arrival Pick-up
Customer management
- OP manager sends information about arrival pick-up at least 2 weeks before EP
arrived
Pre-arrival communication:
Approved to
- Send pre-arrival booklet (including living cost, accommodation, information about the
Realized
Customer contact LC country, etc.)
- Deliver pre-arrival webinar
- Make sure EP gets in touch with the partner and starts the onboarding process
Ensure and track co-delivery standards by OGX:
- OPS
- Expectation setting
Home entity communication Standards co-delivery LC - Goal settings
- Support with insurance
Provide Standards by hosting entity:
-IPS
iGT Youth Preparation
Status Topic Activities Responsible Description

Customer management
Approval to Home entity communication
Break Approval
ECB communication (if necessary)
Customer contact
Customer contact tracking:
LC - Provide EP with support within 24 hours
*If selection run by partner refer to
- Act upon it to avoid it in the future
iGT Partners SOPs
Entity Partners communication:
Entity Partners communication LC - Communicate with home entity regarding the case and define CTA if needed;
- Act upon case solving
ECB case solving:
- Ensure right communication flow for case opening/solving
LC - Communicate and track with ECB for the case solving (based on XPP)
- Involve EP in the communication process if needed
ECB communication - Resolve the case
iGT Youth Experience
Status Topic Activities Responsible Description

Customer management
Realized to
finished
Experience management
Home entity communication Entity Partners communication
Customer contact
Standards delivery
Customer contact:
- Monthly check-ups with EP regarding the experience
- Answer customer questions within 24 hours
LC
- At the end of experience, EP have a closing meeting with partner and AIESEC
Collect showcasing materials:
- Ask EP for showcasing materials during the experience
Host entity standards delivery:
- First Day of work
- Development spaces with opportunity provider
- Job Description
LC - Duration
- Working hours
- Accommodation
- Basic living costs
- Departure support
Home entity communication:
- Inform home entity about any changes if needed
LC
- Inform home entity about the current state
- Share showcasing materials
iGT Youth Experience
Status Topic Activities Responsible Description

Customer management
*If selection run by partner refer to
Realized to Home entity communication
Break Realized
ECB communication (if necessary)
Customer contact
Customer contact tracking:
LC - Provide EP with support within 24 hours
- Act upon it to avoid it in the future
iGT Partners SOPs
Entity Partners communication:
Entity Partners communication LC - Communicate with home entity regarding the case and define CTA if needed;
- Act upon case solving
ECB case solving:
- Ensure right communication flow for case opening/solving
ECB communication LC - Communicate and track with ECB for the case solving (based on XPP)
- Involve EP in the communication process if needed
- Resolve the case
iGT Youth Post-experience
Status Topic Activities Responsible Description

Home entity communication:

Finished to
Home entity communication Entity Partners communication LC - Follow up regarding home entity standards delivery
Completed
- Ensure EP fills final LDA, Standards and NPS survey